Technical Support Help Desk

SHAWN CLAY

Columbus, OH *****

614-***-**** - **********@*****.*** - WWW: Bold Profile

PROFESSIONAL SUMMARY

Proven expert in technical support and system maintenance, I elevated Kaiser Permanente's efficiency by streamlining repair processes and significantly reducing system issues. With a knack for troubleshooting and a commitment to providing exceptional remote support, my skills in software deployment and incident management have consistently enhanced user satisfaction and operational productivity. I also won an KP Innovation award for introducing a time saving process involving LAN and WLAN operation simultaneously.

SKILLS

Technical support expertise

Operating System Proficiency

Wireless Networking

Remote Support Capabilities

Application support

Incident Management

Software configuration

Mobile Device Support

Project management experience

Desktop Technical Support

Remote Support

Application installations

Operating system management

Help Desk Operations

Technical Support

Helpdesk services

Software deployment management

Microsoft Windows and Office

Remote Technical Support

Help Desk Support

Desktop support

Troubleshooting Network Issues

User Support

Online Chat Support

Support Services

Issue and Resolution Tracking

System Maintenance

Technical Troubleshooting

Hardware and Software Repair

Technical issues analysis

Task Prioritization

WORK HISTORY

07/2016 to Current Virtual Support Senior (Level 2) Kaiser Permanente – Remote

Managed high levels of call flow and responded to technical support needs. Used ticketing systems to manage and process support actions and requests. Responded promptly to incoming sales leads and requests for technical support. Promoted efficiency among departments with prompt resolution of system issues. Researched and identified solutions to technical problems. Configured hardware, devices, and software to set up work stations for employees. Tested new software and hardware prior to deployment. Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Configured and tested new software and hardware.

Installed and configured operating systems and applications. Helped streamline repair processes and update procedures for support action consistency.

Patched software and installed new versions to eliminate security problems and protect data.

Installed, configured and maintained computer systems and network connections. Created user accounts and assigned permissions.

Diagnosed and troubleshot hardware, software and network issues. Removed malware, ransomware, and other threats from laptops and desktop systems.

Responded to customer inquiries and provided technical assistance over phone and in person.

12/2014 to 01/2016 COMPUTER TECHNICIAN

GW PC REPAIR – Portland, OR

Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners

/copiers, audio visual equipment, hardware peripherals and other desktop related equipment

Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications

Consistently meet Service Level Agreements

Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues Work independently to troubleshoot all support requests and follow escalation policies

Responsible for computer hardware builds and maintaining inventory for computers ready to deploy

Participate in testing, documentation and implementation of assigned projects Responsible for tracking hardware inventory per division policies 05/2014 to 12/2014 Phone and Computer Technician

Omnicare, Inc. Fortune 500 – Columbus, OH

Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners

/copiers, audio visual equipment, hardware peripherals and other desktop related equipment

Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications

Consistently meet Service Level Agreements

Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues Work independently to troubleshoot all support requests and follow escalation policies

Responsible for computer hardware builds and maintaining inventory for computers ready to deploy

Participate in testing, documentation and implementation of assigned projects Responsible for tracking hardware inventory per division policies Support tactical and strategic goals of the Desktop Support Team EDUCATION

08/2013 MBA: Business Administration And Management ITT Technical Institute - Indianapolis - Indianapolis, IN 04/2011 Bachelor of Science: Information Technology Keller University - Columbus, OH

SOFTWARE

Service Now, Active Directory, CAT tools, Azure AD, MS Admin, Teams Admin, Bomgar, SCCM, MSCM

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