Shon Perkins

Auburn, WA ***** 253-***-****

www.linkedin.com/in/shonperkins ad1f07@r.postjobfree.com

Helpdesk Team Lead

PROFILE Successful IT professional and a versatile team player, skilled in project planning, installation, and support. Expertly handles various IT tasks, never dropping a single ball, and ensures projects reach successful completion. A strong believer in collaborative solutions involving multiple stakeholders. Consistently strive to meet complex objectives despite aggressive timelines. Possess extensive experience in diagnosing electronics and computing system issues to effectively resolve problems. Management of budgets for IT networks and enterprise phone systems is a forte. Expertise spans servers, networks, and their integration with desktop platforms and applications. Has developed a deep understanding of customers' behavior, circumstances, problems, expectations, and needs. Continuously improves processes and systems, driving efficiency, reducing costs, and positively impacting the bottom line.

TECHNICAL SKILLSET

DESKTOP: Windows (10,11), Office (2010, 2013, 2016, 365) Mac, IOS, Android, Chrome

SERVERS: Windows Server (2016, 2019, 2022), SharePoint, Exchange

CLOUD-BASED: VMWare, Citrix

NETWORK: Cisco VPN, AD, Azure AD, Group Policy, Network File Services, DHCP, DNS, SQL

SCRIPTING: PowerShell, JavaScript

HELP DESK: Ticketing Systems, Remote Desktop/Remote Access, and DFS File Share

SOFTWARE / TOOLS: Fidelio, Resco (reservation system), AMS, ShoreTel Communicator, Cisco and Mitel VOIP Phone, Comcast Business Phone System

WORK EXPERIENCE

Genesis Financial Solutions, Auburn, WA IT Provisioning Technician Jan 2022 – May 2023

Created accounts for access to systems and network.

Managed the Service Now Ticket queue system servicing over 1,000 tickets per month with priorities

Troubleshooted access issues with applications

Developed all IT documentation and SOPs for provisioning

Assigned and created both AD and AAD accounts

Created and managed Office 365 mailboxes, distribution lists, and security groups

Provisioned and de-provisioned accounts within Active Directory (AD) and various applications

Legacy Gaming, Tukwila, WA Systems Administrator Feb 2020 – Dec 2021

Troubleshooted computers and servers.

Ordered all IT inventory, negotiated prices with vendors, and managed the receipt and stocking

Maintained 3 servers onsite with the balance of AWS Servers

Served as the architect and contact for department heads to design and improve IT project support

Maintained the IVR phone systems for 20 individual users

Managed and maintained the network, O365 administration, Azure, and Active Directory (AD) admin

Create all IT documentation, processes, and procedures

The Partners Group, Bellevue, WA Systems Administrator Jun 2017 – Jan 2020

Managed IT equipment ordering and inventory at the Bellevue location

Plan and Manage IT projects and upgrades totaling 10 projects per year totaling $100k

Served as the point of contact for department heads for IT project design, correlation, and installation.

On-Site troubleshooting tech for any computer related issues

Served as the escalation point for Level 1 and 2 support technicians with regular daily ticket issues

Manage and maintain servers for 12 direct writing insurance corporate clients

Manage and maintain VM network, Office 365 administration, and Active Directory (AD) administration

Built out image processing using PowerShell to image machines and install standard desktop builds

Created all IT documentation, processes, and procedures for the helpdesk team

Managed a ticket system that supports the organization and 12 corporate clients

Shon Perkins

Auburn, WA 98001 253-***-****

www.linkedin.com/in/shonperkins ad1f07@r.postjobfree.com

Windstar Cruises, Seattle, WA Systems Administrator Jun 2013 - Jan 2017

Managed the ShoreTel Phone System supporting over 150 employees as well as the Call Center

Performed data backup and disaster recovery operations for the network as necessary

Designed and implemented a DFS share greatly improving global communication, documentation, and productivity in multiple companies

Oversees computer networks and related computing environments including computer hardware, systems software, applications software, patches, firmware, antivirus, and all configurations

Planned, coordinated, and implemented network security measures

Supported the corporate network including configuration and management of the VPN and Firewall

Provided project support including planning and implementation of IT servers and software

Created and manage the network with over 60% VMware installed

Globys Inc, Seattle, WA Technical Customer Service Mar 2012 - Feb 2013

Provided after-hours support services, troubleshooting, and training for 26 support teams comprising over 400 engineers on a proprietary database

Coordinated the resolution between multiple teams and complicated technical and support services issues

Trained new support staff on day-to-day operations of the helpdesk

Microsoft / Flextronics, Bellevue, WA Lead PC Technician May 2011 - Feb 2012

Worked as the Contracted Technical Lead for a vendor of Microsoft at the Bellevue Square location

Fixed Windows, MS Office, including MAC software and hardware on laptops and desktops

Led the tech room at Microsoft of 6 engineers including scheduling, project management, and monitoring

Services included backing up data, virus removals, OS installs, fixing OS issues, PC tune-ups, boot camping Mac, installing Parallels for Mac, ordering parts, and managing the database

Staged store computers ensuring they worked properly on newly released OS and hardware

Repaired computers for community advertised events and other technicians and managers in the store

Preformed data recovery for customers creating strong customer loyalty and satisfaction

ACS – Affiliated Computer Services, Federal Way, WA Customer Care Assistant May 2010 - May 2011

Assigned as Technical Phone Representative for Apple iPhones for troubleshooting and user errors

Coordinated troubleshooting of new Version Wireless hot spots to ensure connectivity

Recognized as a proficient trainer of other technicians and new support staff on day-to-day operations

Progressive Tech, Seattle, WA Computer Technician Oct 2009 - Apr 2010

Performed data recovery on hard drives to save data off failing hard drives

Repaired and reinstalled desktop and laptop software and hardware

Fully serviced and repaired desktops including installing MS Windows, removing viruses, and installing system boards, RAM, and replacement or additional hard drives

PRIOR WORK EXPERIENCE

Boeing / Unisys, Renton, WA, Field Tech – Contract Role – 4 Years

EDUCATION

Business Career Training Institute, (BCTI) - Tacoma, WA

Information Technology Certification

SeaTac Occupational Skills Center - Tacoma, WA

Computer Technology Certificate

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