Lariva Shahid
Hopkins
Summary
IT PROFESSIONAL CAREER OBJECTIVE
Technical support professional with wealth of experience in resolving complex technical issues and ensuring system reliability. Possesses strong focus on team collaboration and delivering results that drive customer satisfaction. Known for adaptability and ability to thrive in dynamic environments, with keen eye for detail and strong analytical skills.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Sr. Support Engineer
WCRA
03.2024 - 02.2025
- Manage systems within Microsoft Office365/Intune, SharePoint, OneDrive, Zoom, Adobe, Slack\Teams
- Manage, unmanaged switches, access points and network infrastructure
- Developed comprehensive documentation for technical procedures, ensuring consistency and accuracy in problem resolution.
- Manage all WCRA infrastructure, including the remote monitoring and management (RMM) software agent for all managed devices
- Streamlined support processes, increasing efficiency and reducing response time for client issues.
- Manages our MSP provider (Logically) and all SaaS services
- Led training sessions for internal staff members, boosting their technical knowledge and skills in key areas of expertise.
- Ensures all SLAs are met to WCRA’s standards
- Devised custom solutions tailored to specific client needs, ensuring successful integration with existing systems while minimizing disruptions in operations.
- Support technical needs for all company employees by prioritizing and troubleshooting technical issues
- Strengthened relationships with clients through consistent follow-ups post-resolution to ensure ongoing satisfaction with support services.
- Reduced ticket escalations by implementing knowledge base articles that addressed common client concerns.
- Work with Executive team to strategically invest in future hardware and software components that will improve company productivity
- Mentored junior support engineers, fostering a positive learning environment and promoting professional growth.
- Implement and manage ticketing system (ConnectWise) to track and prioritize open technical issues
- Implemented Monday.com, for better project management practices
- Manages the automated onboarding setup and workstation configuration for new employees
- Provide, maintain, and support VPN connectivity for remote network access
- Troubleshoot network issues, maintain, and update hardware, including server, firewall, office computers, etc
- Provide support for commonly shared devices, such as conference room computers, microphones, phones, office printers, etc
- Creates, maintains, and updates technology documentation
- Manages the IT budget (200K)
Level III Support Engineer (Consultant)
GUILD
11.2022 - 08.2024
- Manage systems within Microsoft Office365/Intune, SharePoint, OneDrive, Zoom, Adobe, Slack\Teams
- Manage, unmanaged switches, access points and network infrastructure
- Manage all Guild infrastructure, including the remote monitoring and management (RMM) software agent for all managed devices
- Manages our MSP provider (CIT) and all SaaS services
- Ensures all SLAs are met to Guild’s standards
- Support technical needs for all company employees by prioritizing and troubleshooting technical issues
- Administer and maintain a hardware inventory management system
- Work with Executive team to strategically invest in future hardware and software components that will improve company productivity
- Implement and manage ticketing system (SysAid) to track and prioritize open technical issues
- Implemented Monday.com, for better project management practices
- Manages the automated onboarding setup and workstation configuration for new employees
- Troubleshoot network issues, maintain, and update hardware, including server, firewall, office computers, etc
- Provide support for commonly shared devices, such as conference room computers, microphones, phones, office printers, etc
- Creates, maintains, and updates technology documentation
- Streamlined support processes for improved efficiency and reduced response times.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Manages the IT budget (500K)
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
SIS Systems Administrator 2nd Shift
Infinite Campus
11.2020 - 12.2022
- Hosted Server Database Backups
- Configure standard Campus environments
- Install of Campus Premium Products following established procedures
- Running Campus updates following established procedures
- Respond to and resolve systems alerts
- Respond to customer reported issues with guidance from mentor
- Access Infinite Campus product customer data and customer infrastructure adhering to the practices and procedures outlined in the security guidelines
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Other related duties as assigned
Applications Manager
The Waters Senior Living
03.2020 - 12.2022
- Directly manages a team of Technical Support Engineers
- Provided end-user training on new applications, ensuring seamless adoption and improved productivity.
- Ensured successful completion of multiple concurrent projects by effectively allocating resources based on priorities.
- Managed the full lifecycle of application development, from initial planning to final implementation and support.
- Recruit, hire, train and supervise staff, or participate in staffing decisions
- Manages companywide package development/patch and application deployment via Intune | JAMF
- Creates all process related IT communications
- Administers cloud stack
- Executive Level team support
- Manages 10,000 enterprise desktops/tablets creating the policy
- Sets SLA standards & objectives
- Administers knowledgebase articles both external & internal facing
- Creates PowerShell scripts for automation and SFTP transfers
- Manages MSP provider
L2 Implementations Engineer
Trimble
03.2019 - 03.2020
- Responsible for timely problem resolution in support of TTM customer’s products
- Tests customer applications to validate system functionality and performance as required by the customer
- Travels to customer sites to evaluate customer applications, troubleshooting migration issues & providing solutions
- Advises customers on ELD Mandated configurations
- Identification and management of emerging quality issues
- Customer Beta testing - equipment and site management, installation, training and support
- Creation of support documentation for distribution to parent companies, documents bugs and known issues within the Pmobile interface
- Providing input on support requirements to help shape product requirements early in the development cycle
- Carries out other duties and responsibilities as may be assigned or required
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
Production Support Engineer
Sick, Inc.
01.2017 - 02.2019
- Provided support throughout a system's life cycle from the concept phase to the system design and fabrication, assembly, installation and support
- Tested customer applications to validate system functionality and performance as required by the customer
- Traveled to customer sites to evaluate customer applications, recommending SICK solutions to solve technical problems
- Evaluated new technical solutions to verify functionality and provide feedback to the engineering team
- Supports field evaluations and competitive tests
- Provided systems training and technical support to customers, integrators, distributors and the sales team
- Provided continuous technical support for customers, integrators, distributors and the sales team
- Worked with internal resources and external installation resources to identify areas for continuous improvement
- Utilize standard methodologies in capturing customer requirements and translating into relevant system definitions
Sr. Supervisor EUT
G&K Services
09.2014 - 01.2017
- Directly managed 4 EUT Engineers, responsible for G&K IT Support
- Managed company wide package development/patch and application deployment via LANDesk (Ivanti)
- Created unmanaged device patch management via SCCM
- Created process surrounding Microsoft Exchange (mailbox management, distribution list management, calendar management
- Etc.) and email flows
- Contact for the Executive Level team – troubleshooting top issues
- Managed MDM with BYOD program via SOTI
- Managed 10,000 enterprise desktops/tablets creating the policy
- Acted as the representative for Executive Management and IT Management
- Implemented asset tracking, via LANDesk and CDW
- Service Now implementation of ITIL/Administrator
- Coordinated lease refresh program, to standardize all hardware
- Worked with business partners to create SLA agreements for service
- Acted as Vendor Management liaison
- Managed O365 rollout, from Office 2013
- Develop and interpret organizational goals, policies, and procedures
- Consult with users, management, vendors, and technicians to assess computing needs and system requirements
- Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems
- Recruit, hire, train and supervise staff, or participate in staffing decisions
- Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines
Production Support Engineer
Bremer
06.2011 - 09.2014
- Review project plans to plan and coordinate project activity
- Manage backup, security and user help systems
- Develop computer information resources, providing for data security and control, strategic computing, and disaster recovery
- Consult with users, management, vendors, and technicians to assess computing needs and system requirements
- Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems
- Provide users with technical support for computer problems
Independent Consultant
Various Companies
01.1991 - 06.2011
- Provides end user support to various National Broadcasting stations, including CNN, FOX & NBC
- Managed all servers on site | supported 500 users/desktops
- Managed/Created desktop image (using Ghost)
- Administered Active Directory, VoIP, SCCM|LANDesk, CRM, Service Now & MDM
- Configured Cisco Routers/Switches/VPN troubleshooting
- Windows 2000/XP/7 troubleshooting and support
- Installed and developed SharePoint 2007/Designer
- Windows Server 2008 Administrator/Exchange 2010 Administration
Education
No Degree - MCSE Certification
NATIONAL AMERICAN UNIVERSITY
BROOKLYN CENTER, MNSkills
- O365 ADMIN - AZURE AD, Exchange, SharePoint, Teams
- Active Directory On-Premises
- Application Packaging Imaging
- Cisco Routers Switches Configuration
- CRM Design
- E-commerce
- Executive Management Support
- Vendor Management
- VoIP Configuration
- Customer support
- Application support
- Hardware diagnostics
- ITIL framework
- System administration
Certification
MCSE
CNE (Novell)
PowerBI
M365
ITIL
GoTo (Jive)
Languages
English
Full Professional
Timeline
Sr. Support Engineer
WCRA
03.2024 - 02.2025
Level III Support Engineer (Consultant)
GUILD
11.2022 - 08.2024
SIS Systems Administrator 2nd Shift
Infinite Campus
11.2020 - 12.2022
Applications Manager
The Waters Senior Living
03.2020 - 12.2022
L2 Implementations Engineer
Trimble
03.2019 - 03.2020
Production Support Engineer
Sick, Inc.
01.2017 - 02.2019
Sr. Supervisor EUT
G&K Services
09.2014 - 01.2017
Production Support Engineer
Bremer
06.2011 - 09.2014
Independent Consultant
Various Companies
01.1991 - 06.2011
No Degree - MCSE Certification
NATIONAL AMERICAN UNIVERSITY
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