Shadrick Gibson
Laurel,MD
Summary
Obtain a position with your organization utilizing over 7 years of experience managing a team as the Manager/ Team Lead Optimizing productivity, efficiency, and service quality across the environment. Highly dependable, ethical and a reliable technical Manager that blends organizational, technical, and business acumen.
Overview
17
17
years of professional experience
Work History
Manager 2 IT Client Support
Oracle Corporation
04.2022 - Current
- Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution
- Delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks
- Identify associates and team priorities based on business direction and adjust when needed
- Lead by example and share knowledge and experiences with associates and team
- Create a respectful work environment where you advocate for your team, create accountability and recognize their accomplishments
- Provide timely feedback to encourage success, ensure accountability, and connect opportunities for your associates' development
- Identify the right talent to achieve the desired results
- Promote and build a diverse cohesive team to accomplish objectives and align associates' skills to fill gaps
- Managed the Team, Oversee Hiring, Training and professional growth of staffs
- Hires and trains department staff
- Organizes and oversees the schedules of department staff
- Provides constructive and timely performance evaluations
- Handles discipline and termination of employees in accordance with company policy
- Performs staff scheduling to ensure timely and efficient support on a 7x24 basis
- Analyzes software and hardware needs for the organization
- Oversees and facilitates the installation and maintenance of IT systems, hardware, and software
- Identifies and recommends upgrades and changes to hardware and software, maintaining efficient and effective operations in the organization
- Facilitates and oversees the technical support roles, ensuring effective and helpful support is provided to end users
- Maintains knowledge of trends and developments in information technology, alerting senior staff of the effects widespread software and hardware revisions, changes, and discontinuation will have on the organizations systems and operations
- Coordinates and schedules large-scale software and hardware installations
- Ensures IT-related projects and tasks are completed within specifications, on time, and within budget
- Performs other duties as assigned.
Manager On-Site Support
Cerner Corporation
01.2016 - 04.2022
- Respond to request for technical assistance, Supervised, Hire, Train, Mentor, create reports, maintain servers for the organization
- Work with the business and clinical teams to ensure IT issues are resolved and managed in a timely manner
- Seek to understand disagreements, ensure all perspectives are heard and facilitate a plan for resolution
- Delegate the work appropriately, provide clear expectations and follow up to ensure progress and overcome roadblocks
- Identify associates and team priorities based on business direction and adjust when needed
- Lead by example and share knowledge and experiences with associates and team
- Create a respectful work environment where you advocate for your team, create accountability and recognize their accomplishments
- Provide timely feedback to encourage success, ensure accountability, and connect opportunities for your associates' development
- Identify the right talent to achieve the desired results
- Promote and build a diverse cohesive team to accomplish objectives and align associates' skills to fill gaps
- Act as an Escalation point for Clients
- Oversaw daily operations to ensure high level productivity
- Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
End User Support Technician
Cerner Corp
10.2013 - 01.2016
- Served as layer 2/3 support technician, Provided support for the Emergency Department at two locations
- Provide day-to-day technical support for end user hardware and software needs and project-based support onsite
- Act as subject matter expert to provide routine and non-routine technical support and maintenance for desktop, laptop, telecom and network systems including hardware, application software, operating systems and connectivity
- Act as an escalation point to troubleshoot complex hardware and software issues and document resolution
- Repair or replace defective equipment
- Install, configure, and update end-user desktop and laptop software
- Develop guidelines to prioritize and escalate issues when appropriate
- Manage productivity and performance via established KPI metrics and ensure proper reporting
- Contribute to and leverage knowledge transfer forums to identify and resolve problems
- Manage all phases of desktop support, including coordination, monitoring, tracking, and resolution, related to installations, upgrades, software, hardware, operating systems, and operating system configuration issues
- Manage moves, adds and changes (MAC work) for end users
Desktop Support Technician
Childrens National
01.2007 - 10.2013
- Perform Maintenance task on PCs, networks, and peripherals and mobile devices
- Repairs, maintenance of systems, and diagnosis of problems that arise with computers and machines
- Provide issue analysis and routing and first line user support for computer users
- Troubleshoot desktop and server issues in a timely manner
- Assist in data migration, as required
- Provide technical support and troubleshooting for software, hardware, and network issues
- Communicate effectively with end-users to understand and resolve their IT-related problems
- Utilize ticketing systems such as Remedy to track and document support requests
- Install, configure, and maintain computer hardware and software
- Manage DNS, Windows Server, and computer networking configurations
- Implement and maintain firewall rules and security measures
- Create and manage Group Policy Objects (GPO) for user and computer configurations
- Analyze system logs and performance data to identify areas for improvement.
Education
BS - Information Technology Management, IT Security
Gibbs College
Vienna, VA2006
AS - Computer Science: Computers & Networking Technology
New England Institute of Technology
Warrick, RI2001
Skills
- Team Building
- Azure
- Active Directory
- ITIL
- Trellix
- Critical Thinking
- Project Management
- DHCP
- Costumer Service
- Problem Solving
- Citrix
- SCCM
- VM
- O-365
- Operations Management
- Workforce Management
Timeline
Manager 2 IT Client Support
Oracle Corporation
04.2022 - Current
Manager On-Site Support
Cerner Corporation
01.2016 - 04.2022
End User Support Technician
Cerner Corp
10.2013 - 01.2016
Desktop Support Technician
Childrens National
01.2007 - 10.2013
BS - Information Technology Management, IT Security
Gibbs College
AS - Computer Science: Computers & Networking Technology
New England Institute of Technology
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