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Software Engineer

Wilmington, DE
September 26, 2018

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John C. Shaner

*** **** ****** ******

Ridley Park, Pennsylvania 19078

Telephone: 610-***-**** ; Cellular: 215-***-****



A skilled information technology professional with extensive experience in hardware support, software support, customer relations, needs analysis and procurement of equipment. Develops manuals and project status reports, lesson plans, provides end-user and technical staff training and develops and maintains numerous applications.

Intelligent, motivated, and results-oriented. Applies excellent communications and interpersonal skills to the management of customer and departmental relations. Utilizes excellent analytical and problem solving abilities to develop innovative technical solutions. Throughout an extensive career, has consistently displayed the versatility and vision necessary for effective leadership.


A+ and numerous other certifications; Network Administration/Server Management on Windows NT, Active Directory, Novell platforms. Windows (3.1, 95, 98, NT, 2000, ME, XP, Vista,7,8,8.1,10), Linux operating systems, Lotus Notes/Domino (to and including v8.5) administration and application design, VMWare, Hardware (AST, COMPAQ, DELL, HEWLETT-PACKARD, IBM, ZENITH PC’s, peripherals, printers, servers) and software support. Microsoft Office (Word, Excel, PowerPoint, Access, Publisher), Corel Office Suite, Lotus SmartSuite, OpenOffice and Libre Office Suites.


Insource Wayne, PA

Desk Side Support - H/W -S/W Troubleshooter June, 2015-Present

Maintain understanding of plant needs and business processes, recommend hardware and software within client's IT guidelines, installing or assisting with installation as appropriate; diagnose and troubleshoot software/hardware related problems; utilize resources in a collaborative manner to resolve problems, recommend alternatives and implement agreed upon solutions. The ability to prioritize business needs and analyze, design, test and implement applications or changes to applications based on these needs is critical as well as excellent interpersonal skills.

CONSULTANT October, 2014 – June, 2015

Support and service for PC’s and peripherals from a wide variety of manufacturers. Software installation and troubleshooting services. Recommendation of hardware and software for purchase based on needs analysis for clients. Project management including hardware and software upgrades, inventory and rollouts.

TAOS, Inc. San Jose, CA

Windows/Mac Desktop Support Administrator March, 2014-October, 2014

Perform resolution and tracking of incidents with Windows Operating Systems, applications and peripherals. Provide technical support and maintenance of PCs and peripherals. Hands on break/fix and imaging. Issue timely, accurate, and professional company-wide notification regarding incidents impacting the user community. Communicate status of incidents to end-users, IT groups, and IT management in accordance with priority and IT Service Desk procedures. Proactively utilize IT resources to remain current with technology used in the company IT environment.


Support Specialist 2013-2014

Provide support for: email filtering, archiving and encryption as well as web content filtering, and additional services. Communication skills with customers - Exchange Server - Windows XP Pro / Vista / Windows 7 - Firewalls - Network & security knowledge - Troubleshooting skills - DNS Job Responsibilities include: - Telephone Support - Assisting Clients to implement solutions - Troubleshooting problems with desktops, servers, networks, and internet connectivity.


Instructor 2011 – 2013

Provides students with the skills and knowledge necessary to obtain entry-level employment in their

chosen field of study. Maintains accurate, up-to-date records of student academic and attendance performance. Actively participates in meetings and training programs as required. Maintains flexibility in fulfilling the instructional needs of the school.


IT Helpdesk Specialist 2009 – 2011

Provides support (phone, walk-up & desk side) to all LRI users on a variety of issues by identifying, researching & resolving technical problems. In addition, tests installations of applications & operating systems; performs desktop & laptop hardware configuration & replacements; documents, tracks & monitor issues to ensure a timely resolution.


System Analyst II 2006 - 2009

Provides technical support for servers, networks, operating systems, PCs and peripheral devices.

Configuring, installing and providing advanced technical support for servers, PCs and peripheral devices. Providing specifications for and ordering equipment. Monitoring user licenses and resource utilization. Evaluating and testing new products (hardware and software). Providing training for employees on hardware/software solutions. Administering accounts and permission to network resources for authorized users. Documenting procedures and troubleshooting steps. Providing escalation support for Network Technicians. Advanced PC and peripheral device support, server configuration in an NT/AD environment, NT and AD account administration.


Assistant to the Executive Director 2005 – 2006

Daily interaction with clients having special needs, and their families. General office management, Website design and maintenance, Database design and management, Newsletter design and coordination, I.T. Management. Re-vamped website adding several new features including online versions of newsletter (including audio for visually challenged clientèle), current calendar of events, and discussion forum.


Professor 2005

Provide instruction in various computing subjects enabling students to be not only prepared to pass APlus certification exam but to be ideal I.T. employees as well. Instruction provided in Hardware, Software, Operating Systems from DOS through Windows XP, Networking, Troubleshooting and Customer Service. Test, Quiz, Exam preparation and administration, Curriculum design, review and enhancement.

CONSULTANT 2003 - 2005

Support and service for PC’s and peripherals from a wide variety of manufacturers. Software installation and troubleshooting services. Recommendation of hardware and software for purchase based on needs analysis for clients. Project management including hardware and software upgrades, inventory and rollouts.


Director of Computer Services 1999 – 2003

Managerial responsibilities included: Supervision of 1 in-house and 3 off-site employees including hiring, firing, performance reviews, education/training and corporate policy adherence. Vendor coordination and selection. Need analysis and determination, recommendation and procurement of all computer equipment. Saved The Salvation Army $10,000 in one month alone by analyzing vendor pricing and determining the most cost-effective sources. End-user communication on a daily basis to ensure service levels are being maintained and needs are being met. Administration of a 200 user in house Windows NT/2000 network, as well as networks at over seventy (70) remote locations.

Other responsibilities/accomplishments: Installation, configuration, upgrading, and repair of all PC equipment. End-user education, application development on the Lotus Domino Platform. Consolidated several servers into one reducing total cost of ownership. Remote access for approximately 300 users using either Microsoft or Bay Networks VPN Clients. Designed registration application including tracking of payments received for The Salvation Army’s National Advisory Organizations Conference. Following the conference, this application was invaluable in providing demographic information to Salvation Army territories worldwide.

COMPUCOM SYSTEMS Woodbury, New Jersey

Senior Field Engineer 1995 - 1999

Responsibilities included: Installation, configuration, maintenance, and repair of computer equipment.

Supervision of ancillary personnel including performance reviews, hiring/firing, and assistance with complex technical issues. Vendor liaison, order entry. Problem determination and spare parts ordering. End-user education. On-site representative for company at various client locations.

FORTE’ SYSTEMS West Chester, Pennsylvania

Senior Field Engineer/Help Desk Manager 1991 - 1995

Responsibilities included: Installation, configuration, maintenance and repair of computer equipment.

Supervision of help desk personnel and field engineers including performance reviews, hiring/firing, and assistance with complex technical issues. Telephone assistance to customers as well as field engineers for hardware and software issues. Service call logging, problem determination and spare parts ordering. Designed quality assurance application for customer equipment being purchased through, and configured by, the company.


CAMPBELL PRINTING Folsom, Pennsylvania

Computer Manager 1989 - 1991

Payroll processing. End-user education on use of computers, designed inventory tracking, job costing, billing and payroll applications.


Lead Operator 1985 - 1989

Management of 3 shift operation (24/7) of a high speed, high volume mainframe laser printing service. Management duties included Supervision of personnel on all three shifts as well as coordination of scheduled for part-time, temporary and weekend coverage. Responsible for preventative and emergency maintenance of equipment and training of personnel. Designed forms and applications based on client requirements. Managed billing and inventory/supplies.

ZAGARA’S FARM MARKET Folsom, Pennsylvania

Stock Clerk 1983-1985

Opening of store, setup of displays, inventory and rotation of stock, customer assistance.



Subsistence Specialist 1979-1983

Inventory management, price comparison and ordering of supplies, preparation of menus, preparation of

3 meals daily for 300+ member crew, supervision of personnel. Received Good Conduct Medal as well as unit commendations for work during the Cuban Refugee Crisis. Honorable discharge.


Communications Chairman, Vestry member, Webmaster, and Sunday School teacher for local church.

References available upon request.

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