Shannon Sprague 716-***-****

Shannon Sprague

Clarksville, TN

716-***-**** ad1wi5@r.postjobfree.com

Professional Experience

Townsend Title April 2023 – Present

Settlement Agent

• Acted as an intermediary during the processing phase of commercial and residential real estate transactions by collaborating with mortgage lenders, real estate agents, sellers, buyer, and other title companies.

• Prepared final closing documents to include privacy policies, warranty deeds, closing documents and HUDS. Ensuring that such documents, in conjunction with lender forms are completed by legally verified parties and act as a Notary.

• Demonstrated precise attention to detail while executing real estate processing, closing, and accounting responsibilities for a multi-million dollar establishment.

Level 10 Technology October 2020 – April 2021

Technical Engineer

• Helped develop and maintain security standards for multiple industries including healthcare, agriculture, and electrical service providers.

• Acted as the initial point of contact for all technical incidents and requests received through Auto Task, direct call, email or online chat.

• Maintained Active Directory processes such as creating and managing end user accounts as well as shared resource accounts.

• Maintained network resources including installation, decommission of hardware, automation, monitoring, updating, and diagnostics and remediation.

AMSURG December 2019 – April 2020

Information Technology Analyst

• Served as the initial point of contact for healthcare staff experiencing technical issues and troubleshooting.

• Log and track service incidents and provide remediation for technical issues such as identifying root cause issues to determine underlying causes of common and reoccurring issues.

• Performed standard service desk tasks including password resets, mapping network drives, printer configuration, and support Microsoft Office products.

• Provided support for medical imaging software installations and troubleshooting, EMR support and support for audio and video software.

• Successfully served on several software deployments for the new ID documentation scanning platforms.

• Helped execute the technical disaster recovery methods for server outages caused by a natural disaster. Level 10 Technology June 2019 – December 2019

Technical Engineer/Account Manager

• Met with clients on a monthly basis to analyze existing configurations and address any security concerns and identified areas for technical improvement.

• Performed physical installation of networks including configuring network punch downs, maintaining server racks, switches, and workstations.

• Provided remote support configurations and monitored firewalls, and access points.

• Maintained professional relationships with CEOs and business executives of successful businesses in Middle Tennessee. Geisinger October 2016 – May 2019

Client Technologies Analyst/Service Desk Analyst

• Provided first level support of service requests and incident reports to assist in the management of workstations, servers, printers, and healthcare specific hardware and software.

• Provided support for deployment, installation, configuration, testing, maintain and monitoring end user workstations including hardware diagnostics and software remediation.

• Provided end users with updated information regarding requests and incident status, within the time-frame specified by each department service level agreement.

• Assisted in creating documentation, updating documentation that would allow for consistent and complete resolution of common incidents as well as provide detailed requirements and routing requests.

• Monitored ServiceNow ticket queue to provide consistent support for desktop related issues.

• Provided support for remote technologies such as Cisco Anyconnect VPN and VMware Horizon View VDI.

• Determined required software and hardware needs for each end user, and purchased requested or required items from service catalog.

Shannon Sprague 716-***-****

Professional Experience

Bryant & Stratton College - Amherst

• Associate of Science (AS), Information Technology ITIL Foundations Certification

• Obtained ITIL Foundations Certification while at Geisinger System Administration

• Completed certification from TestDome

ITIL v3 Foundation

• Completed certification from PeopleCert

Notary Public

• State of Tennessee Notary

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