Rashawn Francis (Shawn)

Philadelphia, Pennsylvania 917-***-**** adyy6r@r.postjobfree.com

IT Support Professional CompTIA Certified

Skilled and passionate Technical Support Technician that maintains a wide-ranging IT skill set, including break/fix, hardware and software support, network security, virtualization, mobile OS support, troubleshooting, and more. Excelled within an experiential and project-based IT training program and earned an industry-aligned certification. Recognized as a top-performing technician trainee who dedicated 25+ hours of extra study time after class each week.

Technology Support Skill Set

OS installs/repair/admin

Command line tools

Virtualization & cloud computing

Linux, MacOS, Windows 7,8,10

Mobile OS support

Network security

User management

Troubleshooting theory

Hardware repair/installs

Coding fundamentals

Training, Education, and Professional Development

JobWorks Education & Training Systems – Philadelphia, PA 2023

TechWorks – Experiential and Project-Based IT Support Training Initiative

Excelled within an intensive 250+ hour training program that builds relevant and immediately applicable IT support skills through a wide ranging and innovative curriculum

Received one-on-one mentorship from an expert IT professional and tech entrepreneur who has more than 15 years of technology support experience

Earned 2 industry-aligned certifications, including CompTIA IT Fundamentals; Google IT Support Professional; pursuing CompTIA A+, N+, S+

Immersed in and acclimated to a results-driven and customer-focused organizational culture, which includes high performance expectations, rigorous standards, and a team-based approach

Absorbed a wide ranging and relevant IT support curriculum, including break/fix, hardware installs and repair, OS support & installation, networking, security, mobile devices, virtualization and more

Recognized as a top-performing technician trainee who maintained a near perfect attendance and punctuality record, and passionately dedicated 25+ hours of extra study time after class each week

Cheyney University of Pennsylvania – Cheyney, PA 2018

Bachelor of Science- Business Management

Work Experience

Accolade – Plymouth Meeting, PA 2021-2023

Advanced Health Assistant

Subject Matter Expert for escalated clients pertaining to the healthcare needs involving board members, CEOs, Presidents, etc on Zendesk and collaboration tools such as Slack.

Provided coaching and training for new hires and colleagues for inbound/outbound call interactions.

WILLSCOT – Berwyn, PA 2020-2021

Customer Success Specialist

Generated fulfillment requests to ensure repairs were done in a timely matter for trailers, containers, storage units, and classrooms in the Salesforce environment.

Resolution expert for escalated clients dealing with order issues and expedited repairs.

Other Technology Experience

Installation & Setup: Created a robust home lab by designing systems, purchasing all supplies and components, building desktops, installing OS, and troubleshooting issues

Troubleshooting & Support: Assisted those in the community, family members, and colleagues with their home and work technology through a wide range of technical support and repair

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