Randy Shell

Valparaiso, IN 219-***-**** ad2ghn@r.postjobfree.com Http://LinkedIn.com/in/randyshell

Certifications

• A+, Security+, Linux+, AWS Cloud Practitioner, Certified Ethical Hacker

• Google Google IT Support

• Google Google Cybersecurity

Skills Summary

amazon web services, computer hardware, computer networking, connecting to the internet, customer care, cyber security, help desk support, helpdesk, helping others, information security, intrusion detection systems (ids), linux, network security, networking services, nist cybersecurity framework, operating systems, problem solving, python, security, security information and event management (siem) tools, service desk, software, sql, system administration, technical support, transport and application layers, troubleshooting

Professional Experience

Amazon AWS

Jun 2022 - Jul 2023

Trust and Safety Specialist

Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowlInvestigate the details of abuse reports and develop processes and responses to help resolve the issue Worked independently, while knowing how/when to handle or escalate critical customer issues Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience Assisted with customer communications and support during AWS critical events Managed queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up

Yoh, Day, Zimmerman

Dec 2021 - Mar 2022

IT Service Desk Analyst

Resolved and troubleshooted customer issues over the phone while working directly with the customer, assisting each client via remote control screen sharing software. * Involved in registering and classifying received incidents and undertaking immediate effort to restore failed IT service as quickly as possible to ensure achievement of operational excellence. * Reviewed performance and trends in response to incidents, generated the aging report, and provided recommendations to the Management for service improvement. * Attended tickets using the manage engine services desk, managed, sustained, and installed new software updates, system upgrades, and resolution of software-related problems. * Increased customer satisfaction by monitoring tickets assigned to the queue and processing, troubleshooting, and resolving end-user hardware, operating system, and software-related problems.

Jun 2020 - May 2021

Remote Services Technician

and troubleshooted customer issues over the phone while working directly with the customer, assisting each client via remote control screen sharing software. * Involved in registering and classifying received incidents and undertaking immediate effort to restore failed IT service as quickly as possible to ensure achievement of operational excellence. * Reviewed performance and trends in response to incidents, generated the aging report, and provided recommendations to the Management for service improvement. * Attended tickets using the manage engine services desk, managed, sustained, and installed new software updates, system upgrades, and resolution of software-related problems. * Increased customer satisfaction by monitoring tickets assigned to the queue and processing, troubleshooting, and resolving end-user hardware, operating system, and software-related problems. IT Helpdesk Lacey Washington * Resolved and troubleshooted customer issues working directly with the customer, assisting each client onsite * Involved in registering and classifying received incidents and undertaking immediate effort to restore failed IT service as quickly as possible to ensure achievement of operational excellence. * Reviewed performance and trends in response to incidents, generated the aging report, and provided recommendations to the Management for service improvement. * Attended tickets using the manage engine services desk, managed, sustained, and installed new software updates, system upgrades, and resolution of software-related problems. * Increased customer satisfaction by monitoring tickets assigned to the queue and processing, troubleshooting, and resolving end-user hardware, operating system, and software-related problems.

Jan 2014 - Oct 2017

Owner / Lead Technician

* Lead point of contact for customer technical support issues and help desk support to internal and remote users. * Observed network performance of all systems and applications utilizing monitoring tools to maintain situational awareness and take appropriate actions as needed; provided statistical reports for both real-time and historical measurements. * Maintained overall IT performance by performance monitoring and analysis, and performance tuning troubleshooting network problems escalating problems to vendors. * Enhanced infrastructure and ensure continuous availability of licenses, file systems,

united states air force

Jan 2012 - Jan 2014

Interior, Exterior, Airfield, and Low Voltage Electrician

purdue university

Jun 2011 - Aug 2011

Helpdesk Technician

* Resolved and troubleshooted customer issues working directly with the customer, assisting each client onsite * Involved in registering and classifying received incidents and undertaking immediate effort to restore failed IT service as quickly as possible to ensure achievement of operational excellence. * Reviewed performance and trends in response to incidents, generated the aging report, and provided recommendations to the Management for service improvement. * Attended tickets using the manage engine services desk, managed, sustained, and installed new software updates, system upgrades, and resolution of software-related problems. * Increased customer satisfaction by monitoring tickets assigned to the queue and processing, troubleshooting, and resolving end-user hardware, operating system, and software-related problems. PAST EXPERIENCE

Education

University of Phoenix

2019 - Bachelor of Science

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