SHAWN KENNETH UNDERWOOD

PROFESSIONAL SUMMARY

Accomplished IT professional with over 20 years of experience with extensive progressive experience creating tailored solutions for complex information assurance and IT operations challenges. Skilled and committed performer with proven success leading others and staying up to date with leading-edge technology. Earned reputation as a hands-on learner and currently looking for a desired position as a Desktop technician.

SKILLS

Teamviewer

Windows Terminal Services

ServiceNow

Remedy

Microsoft Office (O365)

Data Analysis

Data Mining

Deployment

Dell, HP and Lenovo Hardware

Apple iPhone

Apple iOS

Windows 7/8/10

Open BSD

VPN

virtual computing

SCCM

Powershell scripting

Basic Linux

Basic Router & Switch experience

Active Directory support

MS Access Database Design

MAJOR ACCOMPLISHMENTS

Created Windows XP standard desktop for Office of Justice Programs division of the Department of Justice, for 750 users

Served as Lead Engineer for application package development using Zenworks 4 and Installshield tools

Converted a large government operation from NetWare to Windows NT 4.0 throughout the enterprise

Designed and led the deployment of Windows 95 desktop builds for U.S. House of Representatives on 2500+ nodes including security configurations

Designed and deployed MS Access database to track end user support calls

Converted House Majority Whip LAN system from NetWare to NT 4.0 and converted failed Lotus Notes installation to MS SQL Server and MS Exchange for 90 users

Created processes and tools for a new PC sales and support engineering role to improve material deployments to customer locations

PROFESSIONAL EXPERIENCE

Wells Fargo – Desktop Technician April 2006 - September 2022

Managed all aspects of desktop hardware and software support for the Wells Fargo offices

Instituted remote software installations utilizing vbscript

Workstation setups for end users

Supported Dell, HP, and Lenovo laptops and desktops & Apple iPhone

Troubleshot Microsoft Office/ 365 issues

Support Citrix and VM ware

Using ServiceNow as ticketing systems and documentation

Supporting over 1000 end users on a team of about 6

Deployed automated inventory system (web based) for tracking desktop, laptop systems

Performed desk side and remote troubleshooting of hardware and software

Utilized Active Directory for password resets and group policy

Performed Break/fix on hardware to replace ram, batteries and more

Used Teamviewer to support remote end users

Designed currently used desktop image and deployment system (Ghost casting)

Served as Lead SA for site conversion from Netware (NDS) backend to Microsoft Active Directory MILITARY EXPERIENCE

United States Air Force

Performed test and alignment of integrated avionics systems for the F/FB-111 A/E/F aircraft systems

Supervised 7 other technicians. Completed the following training: o Integrated Avionics Computerized Test Station and Component Specialist o Common Automatic Test Equipment

o Digital Techniques

EDUCATION PROFESSIONAL DEVELOPMENT

Computer Learning Center, Electronics and PC repair program

Introduction and administration of Cabletrons Smart Switch Router

Supporting Windows 2000 Professional

Administration and Support of Windows NT Server and workstation

Networking with Windows NT (MCP Certified)

Networking with Windows 95 (MCP Certified)

Networking with Windows 3.1 (MCP Certified)

Microsoft SQL Server administration and support (Version 6.5)

Internetworking with TCP/IP on Windows NT (MCP Certified)

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