Support Specialist Desktop
Resume:
Shawn Gegus-Brown
Loveland, CO *****
******************@*****.***
With over ten years of experience as an IT Specialist, I am seeking to leverage my expertise in an organization where my skills and accomplishments can be beneficial. My background aligns perfectly with the qualifications you are seeking, and I believe I would be a valuable addition to your company. I would appreciate the opportunity to be part of such a remarkable organization, and I hope to hear from you soon to schedule an interview.
Thank you for your time and consideration,
Authorized to work in the US for any employer
Work Experience
IBM NOC - Resiliency System Support
IBM-Kyndryl - Boulder, CO
January 2022 to Present
• Monitoring and supporting 24x7 batch processing across multiple customers, products, and infrastructure platforms. Microsoft o365, Support VIP International user, Desktop, Active Directory, remote
• Running on-demand job requests for customers to fulfill business requirements • Scheduling the batch jobs in the scheduler along with dependency and calendar setup • Troubleshooting batch job failure issues with root cause investigations.
• Providing problem and incident tracking including the development of workarounds, corrective actions, resolution, and areas of improvement.
• Actively work in queue management for the Ticket Management System and email queues. • Following policies and procedures of defined desk level procedures. Looking for ways to improve and update routing tasks.
• Responsible for maintaining the error tracking process.
• Working with management to create corrective action plans where needed.
• Assist in the development and maintenance of team skill sets, processes, procedures, scheduling (e.g., team, cross-functional resources, and client alignment), metrics, and business knowledge to meet client needs with high-quality deliverables.
Preferred Skills: Incident and Change Management. Task Manager (lead)
Excellent communication skills with the ability to communicate effectively at all levels of an organization.
Excellent analytical ability, judgment, and problem analysis techniques.
Effective at driving short-term results that are consistent with long-term goals.
Effective planning, time-management, and maintaining calm in high-pressure situations.
Strong coordination and collaboration experience with the support and operations teams to ensure that all incident protocols are diligently followed.
Establish and orchestrate bridge calls for high priority and major incidents with an emphasis on restoring service to users as quickly as possible and facilitating troubleshooting efforts toward resolution.
Provide a central point for coordination of high priority incidents that arise in all environments.
Facilitate post incident reviews and create post incident review documents as necessary.
Review change ticket data to analyze incident impact.
Strong analytical, organizational, and problem-solving skills.
Desktop Support Analyst- Contract
City of Denver - Denver, CO
October 2021 to February 2022
Install, move, and repair computer hardware and software.
Document incidents and requests worked on in a timely and efficient manner.
Maintain computerized inventory of equipment and specialized services for users. Asset management
Support and troubleshoot computer peripherals and mobile devices in a production setting. Maintain existing technical procedures, documentation, and operational instructions in our organization’s knowledge base..Assist and support remote and on-site staff, coordinate with appropriate vendors for warranty repair of IT assets.
Communicate effectively with customers in both written and vocal forms.Perform other related duties as assigned or requested skills
CompTIA A+ Certification
Knowledge of Microsoft Windows operating systems.
Knowledge of Microsoft SCCM
Knowledge of Microsoft Office Suite.Excellent communication and customer service skills
Desktop Engineer II
Medtronic - Boulder, CO
September 2021 to October 2021
• Respond to customer incidents and service requests and manage through to a successful resolution • Deliver desk-side support services to the customer
• Deliver hard and soft break-fix services for laptops and desktops across the site • Provide standard and approved hardware and software support and maintenance on desktop devices • Support, manage and maintain the configuration and installation of desktops, including patch updates and hardware replacements
• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements.
Desktop Support Specialist
HCL Technologies / Chevron / Oil & Gas - Greeley, CO
May 2021 to August 2021
Responsible for managing all aspects of end user services 2. Supporting End Users at their sites 3. Supporting printers in the distributed environment 4. Support of the voice network in the distributed environment 5. Support of the data network in the distributed environment 6. Support of mobile equipment 7. Break-fix and IMA CDs support 8. Exceptional Knowledge of Windows Win 7-10/Mac. 9. Exceptional Knowledge of Email configuration and support on MS office tools. 10. Exceptional Knowledge of Microsoft Office products (Excel, Word and Power Point Etc.) 11. Exceptional Knowledge of Network Concepts 12. Exceptional Knowledge of Mobile Devices 13. Provide access to authorized personnel or Escorting vendor during site visit 14. Ethernet/Fiber Cable Swapping or checking the Cable connectivity 15. Shipping / receiving parts or hardware 16. Unpack, unbox and inspect the equipment for physical damages before installation and providing required support. 17. Manage
Cabling and perform all Cabling in accordance with industry standard best practices 18. Responsible for the physical security of equipment at site 19.
Checking power status at site / device 20. Looking at the LEDs to identify any alarms 21. Hard reboot for the devices 22. Racking / de-racking equipment or
Decommissioning of any hardware 23. Helping in hardware trouble shooting, upgrades or replacements 1. Imaging computers for deployment. 25. Basic VoIP trouble shooting. 26. SCCM, Cisco Networks, Quick Assist, Teams, Snow, ACD-Azure. Intune. 95% Field Support
SR. Desktop Support / Lead / Helpdesk / Service Desk
Vestas - Brighton, CO
June 2020 to November 2020
• Responsible for reimaging HP to Dell (imaging and refreshes)
• Supported Nacelles and Blades factories field support.
• Printer refreshes
• Level 2 Support
• ServiceNow
• RDP - remote troubleshooting
• Procurement
• Break/fix
• Monitoring Networks (Cisco)
• Set up access points
• Worked with switches and routers. (Completed - replacing all cabling on all switches for North America) • SNMP
• Solarwinds
• Admin Active Directory, Exchange, Microsoft 10, office 365, TEAMS
Technical Support Specialist (field)
DPI Specialty Foods - Henderson, CO
January 2020 to April 2020
• Deployments and IS builds
• Backup's
• Hardware issues (switches, routers, cabling) software installs • SCCM
• Lansweeper
• Verizon telecom configuring printers migration 7 t0 10 second level support • Responsible for all Rocky Mountain range area field support tech and sales.
Mobility Specialist / Desktop Support
IBM - Boulder, CO
November 2019 to January 2020
• Anthem account - Worldly support
• Level 2 support
• Supporting associates - using WEBEX application.
• Active Directory - onboarding, migrating all end users mobility. • RDP
Information Technology Support Specialist
SCL Health - Broomfield, CO
August 2019 to November 2019
• Completed SCL Microsoft 7 to 10 migration.
• SCCM
• Level 2 support
• Refresh and rebuilds
IT Specialist / Helpdesk
Children’s Hospital - Aurora, CO
November 2017 to June 2019
• Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues. • Provide technical support for 300+ number of diverse users nationally.
• Handle an average of 65 calls per day. Supporting AD at an admin level.
SCCM 12, Office 365. • Resolve 89% of calls within the company's 5-minute requirement.
• Part of the patching and Access provisioning, procurement, and Web ticket team. • Prioritize and escalate issues where required • install, configure and modify hardware and software to ensure optimal performance • VDI support (Citrix)
Console, Xen.
• Plan and lead training sessions for new and existing users.
• monitor, log and track all phases of help desk support
• Reimaging laptops.
• Troubleshooting PCD's, Rover's, and pivots.
• Advanced troubleshooting in EPIC (charting application)
• Served on a team installing hardware and software upgrades.
• organizational and planning skills, attention to detail, communication skills, customer-service orientation, problem analysis and resolution, adaptability, flexibility, stress tolerance. • Microsoft, Unix platforms, Lan and Wan knowledge, supports all printing problems.
Level3 Technology Level 3 Communications
Centurylink NOC - Broomfield, CO
July 2017 to October 2017
• Migrated Level 3 infrastructure to Century-link
• Change Management Team
• Managed MVS, CICS, JES3 mainframe
• Level 2 Support
• Heat and ServiceNow
• Mainframe zOS, Jes2, CICS. Jes3, JCL, AS400
NOC Technician / Helpdesk / IT Support
T-SYSTEMS NORTH AMERICA - Broomfield, CO
December 2016 to July 2017
• Responsible for a mainframe conversion to Unix.
• Level 2 support
• Solar Winds and Zabbix.
• Managed multi billion transactions.
• RDP, LOGMeIN123
IT Support Specialist / Helpdesk / Desktop Support / Customer Service NOAA - Boulder, CO
May 2009 to September 2016
• Boulder Colorado (MT region) - Boulder, CO - May 2009 to September 2015
• Responsibilities -Monitoring the real-time operation of data ingest an d processing systems IT NWS critical systems and aviation. -Performing first level diagnosis and troubleshooting. -Communicating with internal and external technical staff in an effort to resolve service outages. -Keeping customers appraised of service outages and restoration efforts. -Maintaining logs of problems and their solutions. -Managing and responsible for all backup systems. -Helpdesk and System responsibilities.
• Environment: UNIX/LINUX, REDHAT, CommVault,
• Windows, Cisco, HP OpenView, Active Directory
• Accomplishments Keeping IT critical and aviation systems up with minimal downtime. Working in a 24/7 environment, on call, and remotely.
• Skills Used patching, failover from a primary to secondary servers, restores, backups, unix command driven, active directory admin rights.
IT Specialist / Delete SQL Night Batch and Applications Operator Fidelity Investments - Denver, CO
January 2016 to May 2016
• Proficiently ran SQL query reports for six major investment firms and oversaw receipt and processing of batch/FTP files. • Delivered top-notch technical support and customer service to data centers in Boston and India.
Education
Graduate
Penn Foster College - Scranton, PA
Skills
• Citrix
• Operating systems
• Linux
• WAN
• VPN
• LAN
• Windows
• SCCM
• Active Directory
• Help desk
• TCP
• Microsoft Windows Server
• Computer Networking
• Network Support
• VMWare
• SAN
• Customer support
• Software troubleshooting
• Azure
• ITIL
• Technical support
• Mac OS
• Microsoft Office
• Time management
• Leadership
• IT
• Typing
• TCP/IP
• DNS
• DHCP
• Network Monitoring
• iOS
• Customer service
• Desktop support
• SharePoint
• Power BI
• SFTP
• SSH
• Disaster Recovery
• FTP
• VoIP
• Ethernet
• Remote access software
• DB2
• Control-M
• Problem management
• Communication skills
• ServiceNow
• Team management
• IT support
• COBOL
• Database management
Certifications and Licenses
CompTIA Server+
CompTIA A+
CompTIA Security+
ITIL Certification
CompTIA Network+
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