SHAWN MCKINNEY

PROFILE:

Over ** years of experience as Desktop Support, Helpdesk Technician working numerous contracting roles in the Dallas/Fort Worth area.

Provided Primary Support for High Level, VIP White Glove Clients Such as Executives, Presidents and CEO’s.

Technical services Technician, Technical Support IS, IT Technician, Technical Analyst, Network Administrator, Desktop, Helpdesk Support to include Microsoft and Mac OSX.

Experienced in providing helpdesk and Deskside support to install, troubleshot various issue with Computer software, hardware, MS Windows and Mac OSX

Utilized Microsoft 365 and a full array of software to support numerous corporate environments.

Desktop/laptop; hardware, software Break fix and desk side support utilizing ServiceNow ticketing system, among others.

Experienced in deploying, migrating, and documenting Microsoft Windows clients.

Experienced in taking advantage of various deployment practices such as Microsoft Intune, Microsoft System Center Configuration Mgr. (SCCM), Windows System Preparation Tool (SysPrep), Microsoft Windows Automated Install Kit (WAIK), Dell Automated Deployment (DAD) and Symantec Ghost and Altiris Deployment Solution

Experienced in Password resets, server resource access supporting MS Active Directory.

National Education Center Dallas TX Associates of Applied Science, Electronic Engineering

Local Candidate, Immediate Availability

TECHNICAL SKILLS:

Software:

Microsoft: Windows 11/10/8.x/7/XP/2000-2019, NT, DOS, Office 2000-365, Terminal Server, Exchange, Outlook, Outlook Web Access, Teams, VISIO Professional, MS Project, BitLocker

Macintosh: Apple Mac OS X, Microsoft Office Mac

Adobe: Adobe Creative Suite, Acrobat DC (Windows and Mac)

Symantec: Symantec Altiris, Symantec Endpoint Protection (Server/Client), Backup Exec (Server, Desktop/Laptop Options), ADP: ADP Payroll (Automatic Data Processing, Inc.)

Helpdesk Solutions: Service Now, Remedy, Track-It, Clarify, and custom applications

Remote Desktop Connection: MS TeamViewer, TightVNC, Bomgar, Go To My PC, Chrome RDP

Hardware:

Support, Deploy, Troubleshoot and Repair Dell, HP and Other Systems in an Active Directory Environment.

Deploy, Repair and Support Dell, HP, Sony, Toshiba, Lenovo, and Macintosh (Workstations and Laptops) in an Active Directory Environment. iPhone and Android Support/Configuration

PROFESSIONAL EXPERIENCE:

Self-Employed 01/23--Present

Providing non-Information Technology support for family construction business. Although, I do their IT Support for them anyway.

Florida, Oklahoma, and Texas.

Softtek Integration Systems, Inc. 3/20 – 12/22

ABB/ELPC, Electrification Business - Power Conversion Division (Contract)

IT On Site Support Tower Engineer (Working Onsite at One of Their Premier Clients)

Provided contract support in a multi-tier environment to include corporate, development, engineering/production, etc.

I was able to utilize my expertise to include rollout of 200 plus users. Including in-house and remote users.

We were able to utilize Microsoft Intune as our deployment tool and eventually realized it to be our primary Desktop, Corporate, Engineering and Production environment.

Provided continuous desktop/laptop hardware/software Break fix and desk side support. Utilizing Service Now as our Desk support agent to our ITIL-based IT help desk.

Provided users with support in Microsoft Windows 11, 10 with Microsoft 365 environment.

Provided networking connectivity and user storage via Microsoft OneDrive and Share Point

City of Richardson Richardson, TX 07/19 – 01/20

Desktop Support (Contract)

Provided contract support in a City Government role/environment.

Utilized my expertise of hands on Desktop support for End Users, to include City Managers, Department Heads and IT personnel.

Desktop/laptop hardware/software Break fix and desk side support utilizing ManageEngine ServiceDesk Plus software, ITIL-based IT help desk.

Provided users with support in a Microsoft Windows 10, MS Office 365 role.

Provided Migration support of desktop/laptop in this Microsoft environment.

Included iPhone and Android, iPad and Surface Pro and Cisco Business IP Phones.

Basic Networking connectivity and user storage.

Flowserve Corporation Irving, TX 11/18 – 05/19

Desktop Support (Contract)

Utilized Symantec Altiris Endpoint Management for Asset tracking, Licensing and User Management.

Utilized MS Office 365 and a full array of software to support a corporate environment.

Desktop/laptop; hardware/software Break fix and desk side support utilizing ServiceNow ticketing system.

Server smart hands.

Basic networking connectivity.

VoIP Support.

AT&T IQ Bar Dallas, TX 04/18 – 11/18

Desktop Support (Contract)

Provided Data Recovery for Reimages, Lease Rollovers, and most anything that goes on behind the scene at their flagship and largest location.

Utilized MS Office 365 and a full array of software to support a corporate environment.

Troubleshot User’s Laptops, Mac Book and iPhones, as well as Androids to determine the correct course of action.

Utilized SCCM for deploying images for Windows 7 and 10.

Amerisource Bergen Frisco, TX 12/17 – 04/18

Desktop Support (Contract)

Provided contract support for AmerisourceBergen's migration to Microsoft Office 365 to include troubleshooting clients that failed the migration.

Primary Support for High Level/VIP White Glove Clients Such as Executives, Presidents and CEO’s.

Deployment of laptop/desktop solutions for Mac OSX and MS Windows 7.

Supported Sales Staff and Project development teams.

Provided Network, PC and inventory to include upgraded users that had to have upgraded hardware for the Office 365 deployment.

Used Microsoft SCCM, McAfee Encryption and Anti-virus.

Migration of all workstations to Macintosh – MacBook, MacBook Air, iPhones and running Airwatch on Android.

HCL Technologies Frisco, TX 02/16 – 11/17

Desktop Support (Contract)

Provided contract support for HCL Technologies Global Conglomerate.

Primary Support for High Level/VIP White Glove Clients Such as Executives, Presidents and CEO’s.

Supported major client’s in-house call centers to include FedEx, PepsiCo, Entergy, Beyond Digital.

Deployment of laptop/desktop solutions for Mac OSX and MS Windows.

Provided Network, PC and inventory to include VoIP.

Used Microsoft SCCM, Symantec Endpoint Protection, Microsoft BitLocker.

Migration of all workstations to. Macintosh – MacBook, MacBookAir or MS Windows 10.

At Home – The Home Décor Superstore Plano, TX 07/15 – 02/16

Helpdesk Technician (Contract)

Provided contract support for At Home Corporation Technical Services Center.

Primary Support for High Level/VIP White Glove Clients Such as Executives, Presidents and CEO’s.

Primarily focused to lower the total ticket count via BMC Track-It Helpdesk Solution and maximize overall performance of support both chronologically and qualitatively.

Ability to focus on lowering total ticket count through the entire corporation on their Mac OSX and some MS Windows 10.

Proactively coordinated the technicians responsible for the primary departments of the Corporate Environment, Distribution Center and in Store departments.

NEC America Corporation Las Colinas, TX 03/12 – 07/15

Helpdesk Technician

Provided support for NEC 7-11 Production Support, Tier III.

Primary Support for High Level/VIP White Glove Clients Such as Executives, Presidents and CEO’s.

Worked to resolve problem incidents via Microsoft SQL and Remedy Helpdesk Solution.

Provided hardware support for In Store Processor, Point of Sale platform and Wireless Ordering devices.

Contracted to NEC America for their 7-11 Corporation Deployment Support Team Project.

Provided multi-tiered support for NEC In-Store Processor and Mobility Refresh project for over 14 months.

Supported on call and Deskside issues inhouse for Mac OSX and MS Windows.

Directly supported and troubleshot with contracted technicians as they deploy new in-store servers and Wi-Fi devices to facilitate graphical order capabilities.

Directly supported technicians as they deploy the corresponding wireless store support equipment.

AT&T Dallas, TX 10/09 – 03/12

Desktop Support (Contract)

Contracted to AT&T U-verse Tier II Technical support for High Speed Internet, High Speed TV over Internet, VoIP

Took ownership of all calls coming into resource center, and resolve to completion all issues ranging from outages, user configuration

Installed software as a Mac OSX Technician support

Resolved work-order flow issues, etc.

Troubleshot all software and hardware issues to include Mac OSX and MS Windows

Computer Science Corporation Dallas, TX 06/09 – 09/09

Technical Support Technician

Supported for Raytheon desktop support (Tier I, II,)

Worked on Windows XP Deployment and Migration from Windows 9x

Performed Password resets, server resource access, Lotus Notes 8.5 configuration, Software requests and installs.

Independent Contractor Dallas, TX 09/08 – 06/09

Technical Support

Held various roles as Desktop Support (Tier II, III)

Provided Help Desk Support (Tier II, III)

Provided Network Administration (Tier I, II)

Provided PC Hardware Support (Tier II, III)

Worked in Hardware and Software Deployment (Tier II, III)

Uniden America Corporation Fort Worth, TX 09/98 – 09/08

Desktop Support / Network Administrator

Deployed and Migrated large departments using Windows System Preparation Tool (SysPrep), Symantec Ghost.

Primary Support for High Level/VIP White Glove Clients Such as Executives, Presidents and CEO’s.

Maintained network security, stability, and productivity of workstation users in a Mac OSX and Microsoft Active Directory environment.

Maintained strict licensing control of all O/S and applications.

Recommended hardware and software solutions to keep fluid operation of servers and end users.

Built and maintained server and workstations solutions to insure stable operations for all departments.

Troubleshot issues with software and hardware.

Performed on call and desk side support for various users.

Major focus of support being a multilingual environment, English, Japanese, and Spanish

Conducted proactive measures to promote safe usage of in house and remote users in as much as providing a safe and secure environment.

EDUCATION:

National Education Center Dallas TX

Associates of Applied Science/Electronic Engineering

Certifications/Trainings:

CompTIA A+

Training for MCSA focusing on AD, DNS, Exchange, Windows 11

Training for Cisco CCENT

Continuing Microsoft Training

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