S Shaun Mitchell

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Mobile: 205-***-****

ad3zzf@r.postjobfree.com

Areas of Expertise

-ServiceDesk Pro experience

-Microsoft Server experience

-Working knowledge of SCCM

-Fluent in Microsoft Office/Office 365

-Spiceworks Ticketing System

-Server Management

Education History

ITT TECHNICAL INSTITUTE

Associate of Applied Science in Network Systems Administration, 2015

Work Experience

IT Field Technician/Support Engineer

Advantage Technologies June 2021 – Current

- Travel to remote locations to perform all on site activities related to installation such as servers, switches, WAPS, getting PC’s set up to company standards, add and remove software if needed etc.

- Basic knowledge and understanding of networking, including cabling, wireless connectivity, connections to routers and switches and its applications.

- Exceptional customer service skills, able to communicate effectively with a cross section of management, clients or end users to ensure job is done to top standards.

- Strong ability to work in a team setting and share information with individuals and groups

- (Remotely) Resolve technical issues with user’s pc’s, laptops, printers, scanners, and sometimes mobile devices.

- Own tickets based on priority and issues resolution, escalating to appropriate support member/team when necessary.

- When necessary, perform computer diagnostics to investigate and resolve problems and if needed get venders to change parts ex: Dell, HP.

Technical Support Specialist/Field Tech

Virtech Systems Dec 2020 – May 2021

- Helped install and setup different networks (Rip and replace) for the different locations that needed service.

- Managed all user emails through Office 365 admin portal

- Install and maintain desktop and laptop workstations, printers, copiers, telephone, cellphones.

- Monitor and prioritize task, tickets, and order shipments in Autotask

- Managed all users in Active directory (AD DS) through windows server

- Build computers with imaging software

- Provided support for Windows, MacOS, Adobe, FortiClient.

IT Technician

Accellera Solutions Sep 2020 – Dec 2020

- Assists multiple companies in office and remote locations with support of laptops, desktops, mobile devices, applications, and some server issues.

- Monitored multiple networks firewall using Fortinet.

- Successfully managed and finished Exchange cutover migration.

- Performed troubleshooting for users’ hardware and software

IT Technician (Contract through Precision Resources)

Kemper Insurance Company Mar 2020 – Aug 2020

- Assists employees in office and remote locations with technical computer support of laptops, desktops, virtual desktops, mobile devices, applications, and related technology

- Build and distribute Windows 10 desktops and laptops via SCCM

-Ensures computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems.

- Work in a timely matter to resolve hardware/software problems while also recording and documenting the process it took to resolve the issue.

-Installs software/hardware and test computing systems and peripherals within established guidelines.

NOC Analyst (Contract through Precision Resources)

Logista Solutions Oct 2019 – Mar 2020

- Responds to alarm/trouble conditions within the NOC

- Monitor, triaging, documenting, assigning, and following up of server and network issues and outages

-Troubleshooting the customers network and escalating to appropriate team/customers members

- Managed customers servers with Nagios

- Was tasked with maintaining appropriate records and documentation on service work performed and ensuring timely escalation if needed.

Assembler/Production Operations

Kamtek Apr 2019 - Oct 2019

- Maintain accurate documentation of safety and PMs equipment inspections

- Establish and maintain communication with team members and other departments

IT Support

Robins & Morton Oct 2016 - Oct 2018

-Management of some 700+ employee accounts in Active Directory

Install & update software through SCCM while also using SCCM to build Windows 10 computers

-Management of Citrix and its users

-Was tasked with troubleshooting hardware (ex. Failed hard drive, display no longer working) and software like Sage, Adobe, Office 365

-Assisted in management of ticketing system in ServiceDesk Pro

IT Technician

The Barber Companies June 2016 - September 2016

-Management of computer operating systems including, Microsoft, OEM Networking Devices, & Anti-Virus Software

-Assembled hardware & software applications

-Researched more efficient and effective software systems to upgrade to new technology such as GOTO Meeting, Bomgar, and Acrobat

Other Skills

-Proficient with Windows OS as well as MacOS with knowledge of Linux

-Working knowledge of security applications such as NetWitness, Wireshark and ZenMap

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