Shawn Arnold

abg3dc@r.postjobfree.com

970-***-****

**** *********** **.

G305

Fort Collins, CO 80526

Seeking a entry level position in the Information Technology industry, which would make

Objective

use of my proven abilities in computer support and repair

Hardware Basic PC upgrades/repairs/troubleshooting, network cabling, connectivity

Technical Skills

troubleshooting, hard drive recoveries, component level replacements

Software MS Office Suite, Windows XP, Vista and 7, SMS Remote Desktop, McAfee

Enterprise, Service Desk ticketing system, Experienced in working Active Directory

environment with some Windows Server 2003 experience

User Account Administration User name and password administration for Windows

Domain, SAP, Salesforce.com

CompTIA A+ Certified on 11/05/2010

Licensure/certifications

Currently working on CompTIA Network+

Bachelor of Science in Information Technology December 2011

Education

Colorado State University Global, Fort Collins, Colorado

Advanced Energy Industries/Press One Fort Collins, CO

Internship Experience

IT Systems Support Intern December 2010 April 2011

http://www.advanced energy.com

• Imaging, re imaging, and deploying hardware

• Troubleshooting and repairing hardware and software issues

• Maintaining hardware asset database through asset tracking reports

• Resolving tickets escalated by tier 1 agents

• Maintaining service level agreement compliance

• Maintaining system wide anti virus software compliance

Kforce/BLM One Touch Colorado

Work Experience

Field Technician/Deployment consultant June 2011 Present

http://www.kforce.com

• Upgraded, repaired and/or replaced computers, printers and specific

banking peripherals at various Wells Fargo retail locations across the state

• Updated software and applied drivers to every computer worked on while

on this project

• Helped coordinate the removal of old equipment and disposal of left over

waste after site was finished

• At many locations worked independently with little to no supervision

Press One

http://www.press one.com

Help Desk Analyst Fort Collins, CO March 2010 April 2011

• Provide outsourced Tier 1 helpdesk support for Advanced Energy

• Responsible for user account administration for several systems including

Windows Domain accounts, SAP, Salesforce.com

• Troubleshooting and repair for hardware, software and network

connectivity issues through remote desktop

• Responsible for monitoring, maintaining and updating McAfee virus

definitions and providing solutions for infected computers

• Creating, tracking, and monitoring trouble tickets using Service Desk

ticketing software

• Maintaining and updating hardware assets database

• Various other projects as determined by IT Systems Support Managers

Classifieds/Customer Service Agent Fort Collins, CO April 2011 June 2011

• Specially selected to work on a new Press One account creating classified

advertisements for the Harrisburg Patriot News

• Cross trained in providing customer service for The Huntsville Times in

order to assist regular agents due to an unexpected increase in call volume

Actionlink Fort Collins, CO

Technology and Product Demonstrator/Sales Event Specialist October 2008 December 2010

http://www.actionlink.com

• Working in various retail locations as the direct representative for several

consumer electronic vendors such as Panasonic, Olympus, Western Digital, and

Intel

• Demonstrating products and services offered by vendors to customers and

sales associates

• Educating customers and sales associates on product benefits and

functionality

• Selling consumer electronics products directly to customers as specifically

outlined vendor sales events

• Filling out daily event reports that detail day's activity

Best Buy Colorado Springs, CO

Customer Assistant/Sales Operator/Home Theater Specialist October 2007 August 2008

http://www.bestbuy.com

• Providing customer service at a major consumer electronics retailer

• Working as a customer assistant and sales operator, trained in every

department and provide customer service and sales support in various

departments as business dictated

• Educating and providing after purchase support on consumer electronics

products

• Responsible for selling high end television and audio components

PRC Colorado Springs, CO

Customer Service Agent June 2007 October 2007

http://www.prc.com

• Providing outsourced tier 1 customer service and technical support for

Verizon Wireless

• Providing customer account and billing help

• Selling upgrades for phone plans as well as hardware

• Providing basic troubleshooting for device issues

Startek Greeley, CO

Tier 2 Technical Escalations Agent June 2006 October 2006

http://www.startek.com

• Providing outsourced tier 2 technical escalations support for Wildblue

Satellite Internet

• Troubleshooting satellite internet connectivity issues including TCP/IP,

DHCP, DNS and hardware failure issues

• Handling escalated issues that could not be resolved at the tier 1 levels

• Monitoring network wide issues for trends and outages and reporting

issues to the Network Operation Center

Contact this candidate