Desktop Support Analyst

ACCOMPLISHMENTS AND ACHIEVEMENTS

(****) Who’s Who American Students (US Navy_2010) Iraqi Freedom Mission

(Exxon Mobil_2020) Created Internal Sharepoint Q&A for end-users

(TGS_2022) Designed and implemented new internal barcode inventory system for IT Dep. PROFESSIONAL EXPERIENCE

Server

First Watch Restaurant

Houston, TX

March2023 - Present

System Support Analyst

TGS

Houston, TX

June2022 – Mar2023

The ultimate multi-tasker and menu expert who enjoys juggling tableside responsibilities

Knows the menu, including ingredients and prices.

Where appropriate, explains specials, and makes recommendations to guests.

Takes orders for food, and effectively communicates with Kitchen staff to ensure that food is promptly and properly prepared for guests.

Managing Avaya Admin Console

Reset users password for AD accounts, smart cards & virtual cards

Created Inventory Tracking in Excel

Created documentation & help guides for end users self-help portal

Created, managed & audited MS 365 accounts as an Microsoft Admin Sr. Desktop Support

Exxon Mobil

Houston, TX

May2019 – June2022

Provided technical support for incoming queries and issues related to computer systems, software/hardware and network issues

Resolved issues using Remote Desktop connection, in person or by phone

Configured, installed and supported end user desktop & laptops

Provided hardware, software, network troubleshooting

Developed documentation for system configurations

Managed the successful migration of 400 + desktop computers & 240 laptops to new operating system while minimizing disruption to end users.

Researched and recommended new technologies and solutions to streamline services.

Developed and implemented a comprehensive hardware & software troubleshooting guides via Sharepoint.

Managed setup and configuration of IP phone system to new VOIP phone system.

Educated employees on FTP site while publishing job aids to company share points

Ran and terminated 1,000 ft. of cat5e cabling; conducted diagnostic & error report outcomes

Created & Maintained punch list for build out for subleasing half of the commercial warehouse space

Optimized warehouse space by removing/relocating metal industrial shelving units

Setup conference room display, projector & audio equipment for virtual/group meetings EDUCATION & VOLUNTEER

Texas Southern University, 2004-2005; Wiley College, 2001-2004

United States Navy, 2007-2011 (2010) Iraqi Freedom Mission Senior Desktop Support

Group 1 Automotive

Houston, TX

Oct2015 – May2019

Desktop Sup. & Facilities

Mgr.

Screen Tek

Houston, TX

Feb2014 – Oct2015

SHANNON ASKEW

346-***-**** ***********@*****.*** linkedin.com/in/shannon-askew-028b8b77 Results-oriented Senior Desktop Support Engineer with 13 years of experience delivering exceptional technical support and driving improvements in system performance and end-user satisfaction.

Contact this candidate