Lansana Shorrow Email & Phone Number

Minnesota, United States

Plymouth Minnesota

Responsible for incident management, priority 1 & 2 service restoration and or verify priority 1 & 2 scheduled change management work.Investigate incidents based on defined ITSM standard operation process and guidelines.Communicate with stakeholders, service level owners, other departmental team on alert status and awareness.Leverage ServiceNow for priority 1 & 2 incident roadmap, documentation, and business communication.

∙ Configuration, administration, support, and troubleshooting of Windows Server 2003/2008/2012 and ESX VMware operating systems for servers across the US and abroad.∙ Perform back-up success/failure validations using Backup Exec, TSM, NetBackup, and MS DPS.∙ Perform customer initiated and audit driven file restores.∙ Research and resolve server capacity issues.∙ Respond to and complete incident (break/fix) and service request tickets from customers.∙ Provide problem identification, diagnosis and resolution of problems.∙ Configure server software, hardware and peripheral devices to resolve issues.∙ Work with the following technologies: Wintel Server 2003/2008/2012; HP Server Hardware; Cisco Server Hardware (UCS); SAN attached storage and Boot; Arcserve, Veritas Backup Exec/Netbackup and TSM.

Answered support calls from end users.Resolve Exchange issues, creation of new distribution lists and mailboxes via active directory.Provided technical support services for corporate and remote sites.Coordinated end user service requests for hardware, and software support.Assisted with OS install, hardware upgrades, VOIP phones configurations, and troubleshooting.Provided VPN configurations and support.Build and maintain company servers, NAS, and printers.Provide month to month visits to remote sites to maintain remote site environment.Problem tracking and analysis reporting for trouble tickets.

Genearl Education Degree, General Studies

Mechanical Engineering

Architecture

Mechanical Engineering