Desktop Support Network Systems
Resume:
Shawn Drew
**** ***** ********** **, ******, IN *6953
***********@*****.***
Highly experienced PC technician with strong background in software/hardware repair (field and lab) and IT network system administration. Performing computer installation and operating system configuration in designated networks. Administering and monitoring performance of LAN/WAN network using remote connect tools. Working with cloud-based systems and programs, as well as training users on how to use them. Working with Office 365 and many other programs like it I.E. Google Suite to make spreadsheets and update documents.
Experience
January 2023 – December 2023
Corsica Technologies
Field Tech/Desktop support specialist
Troubleshooting various computer types and network types and repairing as needed. Software and network systems upgrades and roll outs. Security software and updates. Email and Exchange diagnostics and software fixes. Physically installing hardware as well as connecting it to the switches so that they will work properly. Using “Connectwise” ticketing system to receive assignments and keep notes of my tasks for the day/week. Driving to onsite all over the Midwest from northern MI. to southern IN. and some mid OH.
June 2022 – October 2022
S2ssoft/HCL/Ascension
Identifying technical issues, installing hardware, software and network systems; upgrading computer applications, determining solutions to technical issues, writing service reports, answering to client’s inquiries, ensuring security and privacy of computer systems and networks, carrying out maintenance and upgrading tasks, maintaining logs of repairs and fixes, and adhering to company policies and procedures. Repairing medical equipment and connecting it to the network. Working with Dell Laptops, imaging, repair, and deployment to the general workforce. Working with Google Suite for the office products as well as training users how to use it.
May 2021 - May 2022
SRI TECH/WiPro/EY
Support Technician, Ernst and Young
Identifying technical issues, installing hardware, software and network systems; upgrading computer applications, determining solutions to technical issues, writing service reports, answering to client’s inquiries, ensuring security and privacy of computer systems and networks, carrying out maintenance and upgrading tasks, maintaining logs of repairs and fixes, and adhering to company policies and procedures. Working with HP MF Printers. Working with venders when outside repairs were needed. Ordering parts from a warehouse as well as deploying the computers to the general workforce. Working with Office 365 on a daily for spreadsheets and reports.
Aug 2020- Feb 2021
Support Technician, Anistar Technologies/CSI Closure Systems International
Identifying technical issues, installing hardware, software and network systems; upgrading computer applications, determining solutions to technical issues, writing service reports, answering to client’s inquiries, ensuring security and privacy of computer systems and networks, carrying out maintenance and upgrading tasks, maintaining logs of repairs and fixes, and adhering to company policies and procedures. Working with Zebra printers and the vendor when they were out of warranty for repairs as well as repairing them from spare parts that were in stock. Working with overseas companies for repair on factory machinery. Office 365 roll out and training of people in the company on how to use it.
Feb 2020- May 2020
Support Technician, C&S Wholesale
Identifying technical issues, installing hardware, software and network systems; upgrading computer applications, determining solutions to technical issues, writing service reports, ensuring security and privacy of computer systems and networks, carrying out maintenance and upgrading tasks, maintaining logs of repairs and fixes, and adhering to company policies and procedures. Supported employees with machine repairs, software installation and updates as well as begun remote work due to COVID-19. Roll out of Office 365 and updates. Zebra printer repair and upkeep.
August 2018 – January 2020
IT desktop support, EMMIS COMMUNICATIONS
Identifying technical issues, installing hardware, software and network systems; upgrading computer applications, determining solutions to technical issues, writing service reports, answering to client’s inquiries, ensuring security and privacy of computer systems and networks, carrying out maintenance and upgrading tasks, maintaining logs of repairs and fixes, and adhering to company policies and procedures. Deploying new laptops to the company with a windows 10 roll out.
February 2018 – August 2018
US desktop support, hcl america (assigned to cummins)
Diagnose and repair laptops/workstations
Customer Service
Disassemble systems on-site to diagnose issues and make selected repairs. Breakfix only allowed, replace or repair no upgrades. Windows 8 environment.
June 2010 – September 2010
tier 1 tech support, convergy (assigned to apple)
Assist Apple clients with account management and application troubleshooting
Customer Service
Accurately log calls in system, manage help tickets and follow escalation procedures
Feb 2017 – May 2017
desktop support, bell tech (assigned to chase bank)
Accepted customer desktop and laptop systems for repairs
Requested information about software and hardware issues and documented all concerns
Break down systems, remove malfunctioning hardware and install new parts
Perform all repairs with utmost concern for customer privacy
August 2016 – September 2016
desktop support, itt technical institute
Hardware Replacement, Troubleshooting, Programming, Networking, Active Directory, Customer Service
Education
computer repair certificate/Diploma, franklin county tech (Graduated 1996)
College courses, greenfield community college
4.0 GPA (2001)
college courses, itt technical institute (2016 and school closed its doors due to legal issues)
A+ Certification, Comptia (2001)
Skills
●Highly skilled in installing, repairing and troubleshooting computer hardware and peripherals.
●Well-versed in installing windows, software, applications, antivirus and patches
●Strong attention to detail
●Good customer service acumen
●Operating Systems – All Windows Based Operating Systems – Linux and Apple
●MS Exchange
●Zebra Printers
●Unix and Linux based systems
●Networking and minor configuration
●Setup of server hosts and rack and stack
●Working knowledge of modern networking devices and printers
●Able to configure VPN and server/client-side hardware and software
●Proficient in working with end -users remotely
●Excellent analytical and problem-solving skills
●Antivirus and firewall
●Office 365
●Apple operating software
●Apple and Android mobile software
●Setup of Nimble devices
●Setup of NAS and SAN devices
●Minor Azure experience
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