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Support Active Directory

Chicago, Illinois, United States
August 30, 2017

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Shane Marie Powers

** * **** **, **** ****

Chicago, Il 60611


I am a seasoned IT specialist with over five years of experience managing onsite and remote support for a S&P 500 company. I am known for my problem-solving, an emphasis on training and user education, and exceeding performance standards.

CompTIA A+ certified with extensive experience with Windows (XP through 10), macOS (OSX), iOS, and Citrix.

Imaging and deployment using Symantec Ghost, Altiris, and IBM BigFix.

Cisco IP phone system administration (CUCM).

Maintained Active Directory profiles and groups.

Experience supporting SAP back office applications.

Processed, assigned, and completed service desk tickets using ticketing system.

Hardware repair and upgrades including drive replacement, drive encryption, data recovery, memory upgrades, NIC installs, and custom solutions.

Networking experience including troubleshooting issues related to firewalls, TCP/IP, DNS, and DHCP.


BSP Advisory Services, LTD, Chicago, IL [December 2016 – Present]

IT Administrator

Network and MFP administration.

iOS device setup, deployment, and training.

Airgas USA, LLC, Chicago, IL [October 2015 - September 2016]

IT Support Specialist (Midwest Region)

Dedicated regional support (including PCs, laptops, iPhones, thin clients, and networking hardware) for a business region covering over 35 locations and over 400 users.

Provided on-site setup for large meetings and training events.

Airgas USA, LLC, Cleveland, OH [December 2014 - October 2015]

IT Support Specialist

Provided general IT support for newly established Business Support Center (350 administrative employees supporting a $2.0B division). Support also included: asset management and control, maintenance, training and problem solving.

Coordinated with department managers to facilitate large-scale office moves.

Onsite administration for Cisco IP phone system.

Airgas USA, LLC, Cleveland, OH [February 2012 - December 2014]

Purchase Order Administrator/EDI Coordinator

Created over 25 pages of Standard Operating Procedures (SOP) documentation related to the indirect purchasing process that was then distributed to the entire division.

Aided over 150 internal locations during their changeover to the SAP ERP system with on-call phone training and troubleshooting.

Airgas USA, LLC, Cleveland, OH [September 2011 - February 2012]

Billing Administrator

The UPS Store, Mayfield, OH [April 2011 - November 2011]

Packaging Specialist

The Bleu Cottage Boutique, Chagrin Falls, OH [December 2009 - November 2010]

Personal Assistant

Apple Inc, Retail, Lyndhurst, OH [May 2007 - November 2009]

Specialist/ iPhone Expert

Taught customers the new features of their purchases in scheduled individual training sessions with a focus on transitioning from Windows to the macOS/iOS ecosystem.

Trained new employees in accordance with Apple Retail standards and created in-store training materials for future use.

Ranked within the top 100 employees in the company for internal software and procedure training.


•CompTIA A+ Certified

•1/2010 - 9/2012: Cuyahoga Community College

•9/2003 5/2007: Savannah College of Art and Design

References Available upon request

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