Duane Shaffer

INFORMATION TECHNOLOGY SPECIALIST

951-***-**** ad3kqu@r.postjobfree.com Temecula, CA

linkedin.com/in/duane-shaffer

PROFESSIONAL SUMMARY

IT professional with vast experience spanning network support, hardware and software installation, training, troubleshooting, and desktop support. Demonstrates excellent technical abilities, managing multiple tasks in high-volume settings while maintaining a positive demeanor. Enthusiastic about leveraging expertise to drive success in IT initiatives.

AREAS OF EXPERTISE

PROFESSIONAL SKILLS

Troubleshooting, Hardware Configuration, Software Installation, Customer Service, Basic Networking, Team Player, Effective Communicator, Self Starter, Take Direction, Problem Solver, Organization

TECHNICAL SKILLS

Windows 7/10/11, MacOS/JAMF, Intune, MS Office applications, Azure & AD, Cisco VoIP phones, MS Teams, ServiceNow, Remote Software, Call Center, Cisco Any Connect, Duo

PROFESSIONAL EXPERIENCE

Desktop Engineer Supervisor, San Diego Zoo Wildlife Alliance San Diego, CA June 2021 – Dec 2023

Provided Dynamic leadership to a team of Desktop Engineers.

Collaborated with IT Management and VIPs on key projects, including Intune, ServiceNow, Autopilot, and Software vulnerabilities

Played a pivotal role in Hardware and Software asset management, offering strategic advice to upper management for enhanced customer support.

Established and maintained robust documentation processes, conducting regular audits and driving continuous improvement.

Conducted weekly team meetings and one-on-one sessions to foster best practices, collaboration and team morale.

Managed all aspects of Desktop Engineers schedules, performance reviews, goal-setting, time sheets, and facilitated career advancement.

Desktop Engineer, San Diego Zoo Wildlife Alliance San Diego, CA May 2014 – June 2021

As the primary point of contact, delivered top-notch first-level Help Desk technical support for 1800+ end users.

Proficiently troubleshooted and repaired issues ranging from computers and network printers to various Microsoft and company applications.

Successfully installed and configured company software on Windows 10 computers, contributing to enhanced system efficiency.

Led the migration of 1800+ computers from Windows 7 to Windows 10, ensuring a smooth and up-to-date operating environment.

EDUCATION

Computer Support Services, EL Dorado College, San Marcos, CA

CERTIFICATIONS

A+ Certification, CompTIA 2001

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