Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

NAJAH I SHIELDS

Kansas City,MO

Summary

Experienced Support Engineer, well-versed in supporting users and troubleshooting common problems. Versatile professional. Brings an understanding of administrative and network operations. Resilient nature focused on finding root causes and making permanent improvements. Offering five years of experience working in high-pressure environments to address customer concerns and questions. Eager to apply current skills and knowledge, while learning in various other environments. Seeking opportunities to expand skills while facilitating company growth.

Overview

11
11
years of professional experience
1
1
Certification

Work History

SYSTEM ENGINEER

Oracle Cerner
07.2022 - Current
  • Remote technical troubleshooting, Track and record 12 incidents through secure online ticketing system weekly. Backend system management.
  • Performed system upgrades, patching, security hardening and monitoring of systems
  • Troubleshooted and resolved hardware, software, network and storage related issues
  • Installed and configured operating systems, middleware products and databases
  • Managed user accounts using Active Directory services and Group Policy Objects
  • Analyzed system logs to identify potential issues in order to take corrective action in timely manner
  • Resolved escalated incidents reported by users involving application failures or other IT related issues promptly
  • Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service
  • Provided status updates to keep upper management informed and to reach goals
  • Provided exemplary helpdesk service and support to assist customers.

INFORMATION TECHNOLOGY SPECIALIST

US Army National Guard
07.2012 - Current
  • Support internal and outside computer hardware, software, network, application access and telecommunications systems
  • Prepare and present technical proposals for clients
  • Mentor 3-6 other technologists and support professionals to provide professional development and skill enhancement
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
  • Maintain records, logs, and lifecycle documentation of work requests
  • Develop online documentation for common processes for both support staff and end-users
  • Create new accounts, reset passwords, and configure access to servers and file management software for users
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

INFORMATION TECHNOLOGY ANALYST

Marine Corps Enterprise Service Desk
04.2019 - 07.2022
  • Assisted in technical support process refinement to improve customer service and support
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction
  • Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.

Education

Some College (No Degree) - Computer Science

University of Missouri - Kansas City
Kansas City, MO

High School Diploma -

Warrensburg High School
Warrensburg, MO
05.2013

Skills

  • Technical Support
  • Strategic planning and review
  • Adaptability
  • Attention to detail
  • Systems Analysis
  • Cloud Services

Certification

CompTIA Security+ Certified - 2019

Affiliations

Zeta Phi Beta Sorority Incorporated March 2016- Present Zeta Phi Beta Sorority Inc. – Rho Sigma Chapter is a community conscience, action-oriented organization. Zeta raises the consciousness of its members, encourages the highest standards of scholastic achievement, and fosters a greater sense of unity among its members. National Society of Black Engineers (NSBE) August 2014 – July 2020 UMKC NSBE members attend Fall Regional Conferences (FRC) and National Exhibitions. These events help individuals enhance their professional skills and heighten their drive to excel academically. General Member NSBE Jr Assistant -Expose area high school students to the fields of Science, Technology, Engineering, and Mathematics (STEM).

Timeline

SYSTEM ENGINEER

Oracle Cerner
07.2022 - Current

INFORMATION TECHNOLOGY ANALYST

Marine Corps Enterprise Service Desk
04.2019 - 07.2022

INFORMATION TECHNOLOGY SPECIALIST

US Army National Guard
07.2012 - Current

Some College (No Degree) - Computer Science

University of Missouri - Kansas City

High School Diploma -

Warrensburg High School

Similar Profiles

CREATE PROFILE
NAJAH I SHIELDS