Shevonne Lowe
Albany,NY
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
11
11
years of professional experience
Work History
Helpdesk Manager
Leukemia and Lymphoma Society
02.2019 - Current
- Monitor and respond quickly and effectively to calls, chats, walk-ins and service desk tickets assigned to the queue, while processing first in first out based on priority
- Modify configurations, utilities, software default settings, etc
- For the local users
- Also, Utilizing and maintaining the helpdesk tracking software and documenting internal procedures
- Provides support for all Information Technology products and services
- Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
- Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology
- Determines the most effective manner to resolve customer's technical issue
- Engages in research and in-depth troubleshooting to resolve technical issues
- Elevate when necessary.
Helpdesk Supervisor
Leukemia and Lymphoma Society
02.2017 - 02.2019
- Monitor and respond quickly and effectively to calls, chats, walk-ins and service desk tickets assigned to the queue, while processing first in first out based on priority
- Modify configurations, utilities, software default settings, etc
- For the local users
- Also, Utilizing and maintaining the helpdesk tracking software and documenting internal procedures
- Provides support for all Information Technology products and services
- Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
- Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology
- Determines the most effective manner to resolve customer's technical issue
- Engages in research and in-depth troubleshooting to resolve technical issues
- Elevate when necessary.
IT Asset Manager
Leukemia and Lymphoma Society
11.2016 - 02.2017
- Designed, developed and integrated software solutions based on business requirements and objectives.
- Collaborated with upper management to drive strategy and implement new processes.
- Offered input for complex documents to support client-ready final versions.
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Helpdesk Technician (Tier 1)
Leukemia and Lymphoma Society
11.2015 - 11.2016
- Monitor and respond quickly and effectively to calls, chats, walk-ins and service desk tickets assigned to the queue, while processing first in first out based on priority
- Modify configurations, utilities, software default settings, etc
- For the local users
- Also, Utilizing and maintaining the helpdesk tracking software and documenting internal procedures
- Provides support for all Information Technology products and services
- Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
- Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology
- Determines the most effective manner to resolve customer's technical issue
- Engages in research and in-depth troubleshooting to resolve technical issues
- Elevate when necessary.
Export Agent (Ocean Freight)
EconoCaribe Inc.
10.2014 - 12.2014
- Efficiently managed company’s computerized systems that can identify shipments, collect data, transmit data between ports and register cargo with government agencies
- Coordinated Ocean freight activities between all parties and ensured that such activities adhere to corporate policies and customer requirements
- Calculated and researched quotes from prospective shippers and processed invoices for walk-in customers.
Import Agent (Air Freight)
American Airlines Cargo (Eulen)
10.2013 - 10.2014
- Used company’s computerized systems to identify and deliver shipments
- Transmitted freight information and obtained releases from government agencies as well as process online payments of credit cards
- Troubleshot printers, fax machines, copy machines, switchboard phones and company automated software systems
- Completed import documentation, compiled customer documentation and routed documents to designated authorities, while verifying that all documentation adhered to import policies and laws.
Education
Computer Technician Training -
Per Scholas
Bronx, NY10.2015
Associate’s degree - Graphics Design
Antigua and Barbuda Institute of Information Technology
01.2011
Associate’s degree - Computer Science
University of Guyana
12.2010
Skills
- Ticket management
- End-user support
- Helpdesk support coordination
Software
Windows XP-Windows 11, IOS, Windows image deployment through PXE, Android OS expert user, MS Office 2003-2021, Microsoft 365, Google Apps, Citrix, ARS- Active Directory, Mimecast, Office 365, KACE ticketing system, AirWatch, Touchdown, Cisco IP communicator (VOIP), Cisco jabber, Cisco VPN, Bomgar, Zoom, Webex, Teams, MS Intune, Box, One drive, SharePoint, Duo, Carbon black, COUPA, AMS systems, Air Reservation & Cargo systems (Sabra), Ocean Export systems (Bluescreen)
Hardware
Backups, recovery, cleanups, images, Mobile Device troubleshooting, Hardware diagnostics, PC/Laptop maintenance, Network Printer troubleshooting, Networking Cable management
Networking
Active Directory fundamentals, Group Policy management fundamentals, 80211/ PAN/LAN/ configuration, and troubleshooting, VOIP installations/migrations, Remote Desktop assistance, VPN configuration
- SLA management
- Performance Metrics
- Software licenses Management
- Vendor Management and Pocurment
- Technical leadership
- Service desk team supervision
- Software troubleshooting
- System implementation and deployment
- Support policy planning
Websites
Timeline
Helpdesk Manager
Leukemia and Lymphoma Society
02.2019 - Current
Helpdesk Supervisor
Leukemia and Lymphoma Society
02.2017 - 02.2019
IT Asset Manager
Leukemia and Lymphoma Society
11.2016 - 02.2017
Helpdesk Technician (Tier 1)
Leukemia and Lymphoma Society
11.2015 - 11.2016
Export Agent (Ocean Freight)
EconoCaribe Inc.
10.2014 - 12.2014
Import Agent (Air Freight)
American Airlines Cargo (Eulen)
10.2013 - 10.2014
Associate’s degree - Graphics Design
Antigua and Barbuda Institute of Information Technology
Associate’s degree - Computer Science
University of Guyana
Computer Technician Training -
Per Scholas
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