SHANICE GILKES
New York
Summary
Experienced IT professional with a strong background in desktop support and technical troubleshooting. Demonstrated ability to efficiently resolve technical issues and optimize system performance. Reliable team player dedicated to achieving results and adapting to the ever-changing technological landscape. Skilled in hardware diagnostics, software troubleshooting, and providing exceptional customer service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Desktop Support Analyst
New York Presbyterian Hospital
06.2024 - 02.2025
- Diagnosed and resolved hardware, software, and network issues across Epic, Citrix, and Windows-based environments
- Installed, configured, & maintained operating systems, enterprise applications, and peripheral devices for over 200 end-users
- Managed 60-70 inbound support requests daily via ServiceNow and Zendesk, maintaining consistent SLA compliance
- Provided Tier 1 support for M365, SharePoint, and Active Directory, troubleshooting user access issues & authentication errors
- Used ServiceNow to manage Hardware Asset Management (HAM) records and documented asset inventory and audit logs in Excel to support compliance with internal IT policies
- Supported major software rollouts and system upgrades by preparing end-user devices and coordinating deployment activities
- Supported macOS device troubleshooting and configuration for healthcare users, ensuring security compliance and smooth operation of clinical systems
Call Center Representative
King Teleservices
06.2023 - 06.2024
- Delivered first-level technical assistance & guided callers through basic troubleshooting using clear, step-by-step communication
- Logged and documented support calls accurately, escalating complex issues to appropriate teams for timely resolution
- Communicated technical information in user-friendly language to assist non-technical individuals with service-related concerns
- Applied sound judgment and decision-making to determine best solutions for over 1,000 monthly caller interactions
- Mentored new team members, reducing training ramp-up time by 20% through hands-on support and knowledge sharing
- Thrived in a dynamic environment, contributing to 15% improved team responsiveness during peak-volume periods
System Administrator
TEKSystems
02.2023 - 02.2024
- Maintained IT infrastructure including Windows/Linux servers, optimizing performance & ensuring 99.9% uptime across systems
- Strengthened security compliance by managing user access, patching schedules, and configuration protocols via ServiceNow
- Participated in system upgrades and deployments, streamlining server configurations using SCCM & remote administration tools
- Collaborated with cross-functional IT teams to enhance infrastructure reliability and ensure accurate technical documentation
- Automated backup routines & software deployments using PowerShell, increasing operational efficiency by approximately 30%
- Monitored infrastructure health with Nagios, preventing downtime across over 100 systems through proactive issue resolution
- Automated routine tasks with PowerShell; currently learning Terraform and GitHub Actions for infrastructure automation
Help Desk Technician
Best Buy
08.2019 - 01.2023
- Provided front-line technical support to customers, resolving hardware, software, and network issues both in-person and remotely
- Assisted users with troubleshooting and configuration of devices, including desktops, laptops, mobile devices, and peripherals
- Supported VPN setups, password resets, software installations, and general IT inquiries to ensure minimal downtime
- Educated customers on safe computing practices, including phishing awareness and password security
Education
Bachelor of Science - Criminal justice, Computer Science
John Jay College of Criminal Justice
01.2019
Skills
- Security Monitoring & Event Response
- SIEM/SOAR (Splunk, Sentinel, etc)
- Vulnerability Management & Scanning
- Scripting & Automation (PowerShell)
- Endpoint Detection & Response (EDR)
- Threat Feed Analysis & Reporting
- Windows/macOS VPN Active Directory
- ServiceNow SCCM Citrix M365
- Cybersecurity Awareness & Compliance
- Active Directory management
- Troubleshooting skills
- End user support
- Technical support expertise
Websites
Certification
- ITIL 4 Foundation | CompTIA CySA+ | Security+ | Network+ | Cisco Certified Network Associate (CCNA)
- AWS Certified Cloud Practitioner | Microsoft Certified: Azure Fundamentals
Timeline
Desktop Support Analyst
New York Presbyterian Hospital
06.2024 - 02.2025
Call Center Representative
King Teleservices
06.2023 - 06.2024
System Administrator
TEKSystems
02.2023 - 02.2024
Help Desk Technician
Best Buy
08.2019 - 01.2023
Bachelor of Science - Criminal justice, Computer Science
John Jay College of Criminal Justice
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