Digital Operations & Support Specialist

SHARAUN DAVIS

Harrisburg, PA ***** 717-***-**** *******.*********@*****.***

PROFESSIONAL SUMMARY

Experienced IT Business Requirement Coordinator, IT Helpdesk Analyst, and Asset Management professional with a strong foundation in software compliance, licensing, vendor contracts, and asset tracking across government and state agencies. Skilled at simplifying complex technical processes for cross-functional teams, managing vendor relationships, ensuring license compliance, and overseeing renewals for enterprise tools like Microsoft and Adobe. Brings hands-on experience as a Technical Support Specialist and IT Helpdesk Analyst using Salesforce, ServiceNow, and HEAT for case management, SLA tracking, technical triage, and workflow automation. Seeking roles in Business Administration, IT Procurement, Software Asset Management, or Contract Coordination where I can drive efficiency, ensure compliance, and support strategic goals.

CORE EXPERTISE

Software Procurement & Licensing IT Asset Management ServiceNow Adobe Console Vendor & Contract Management Microsoft 365, Teams, and Azure Licensing Software Compliance & Audits EULA & SLA Review Service Desk Coordination Asset Lifecycle Oversight Stakeholder Collaboration Microsoft 365 & Adobe Platforms SharePoint SCCM Corview Quote & Purchase Order Processing Risk & Policy Evaluation End-User Licensing Support

TECHNICAL TOOLS AND PLATFORMS

Proficiency with ServiceNow Adobe Suite and licenses HEAT Remedy Microsoft 365 Suite and licenses Lotus Notes Google Docs Azure Cloud SCCM SharePoint Citrix Azure Salesforce IVR MDM Teams Sales Force Active Directory Printer Logic Windows Registry ATS VPN and VDI Remote Connections Cisco Jabber Android and Apple/iOS Devices Problem diagnosis SharePoint

ACCOMPLISHMENTS

Optimized Procurement Tracking: Designed and maintained Excel-based systems to track software quotes and orders, enabling faster processing of hundreds of license requests across multiple agencies while ensuring compliance with procurement policies.

Improved Software Request Workflow: Reduced approval time for Microsoft and Adobe license requests by 50% through streamlining workflows and aligning procurement procedures with IT governance standards.

Strengthened Vendor Coordination: Secured competitive pricing by sourcing quotes and managing vendor relations with CDW, Insight, HP, and others, supporting cost-effective software and hardware acquisition.

Advanced Standardization Efforts: Supported the unification of HP hardware ordering processes and helped standardize device configurations across various delivery centers to ensure consistency and efficiency.

PROFESSIONAL SKILLS

PA Department of State – Office of Administration

Business Requirement Coordinator

Harrisburg, PA • Sep 2024 – February 2025

Served as a Software Procurement Coordinator supporting multiple Commonwealth agencies, ensuring acquisitions met licensing terms, privacy regulations, and user experience (UX/UI) compliance standards.

Tracked software licenses, vendor quotes, and deadlines using Excel and Office 365 tools such as Outlook, Planner, and Teams.

Managed the setup of virtual meetings using Microsoft Teams and Zoom, resolving technical issues and preparing materials in advance.

Experienced in managing various software models including SaaS (Software as a Service), on-premise, cloud-based, and subscription-based tools; regularly evaluated licensing terms, renewal requirements, and vendor compliance.

Managed software license renewals and vendor quotes for enterprise tools like Microsoft, Adobe, and agency-specific systems

Reviewed contracts, SLAs, and EULAs to reduce risk and ensure compliance

Tracked procurement workflows in ServiceNow and SharePoint, maintaining accurate records and approvals

Maintained Excel trackers and SharePoint libraries for license monitoring, audit readiness, and documentation control

Collaborated with legal, IT, and admin teams to streamline approvals and vendor communications

Conducted daily research to avoid duplicate software purchases and suggest cost-effective alternatives

Served as liaison between vendors and internal teams, simplifying procurement cycles

Recognized as SME for software procurement and licensing best practices

PA Department of State – Office of Administration

Asset Management Analyst

Harrisburg, PA • Feb 2021 – Sep 2024

Managed software and hardware inventory across several state agencies, including procurement requests, license assignments, and asset lifecycle monitoring.

Maintained tracking systems for software quotes, orders, and approvals using Excel and Corview.

Liaised with vendors (CDW, Insight Global and HP) to assess licensing requirements and secure cost-effective solutions.

Oversaw Microsoft and Adobe license assignments and conducted compliance checks.

Provided license support and technical troubleshooting via Teams for agency users.

PA Department of State – Bureau of Professional & Occupational Affairs (BPOA)

Service Desk Lead

Harrisburg, PA • Jun 2018 – Sep 2019

Managed escalations and technical support related to licensing portals for professionals using online services.

Analyzed ServiceNow incident trends and created reports to improve process efficiency and service response.

Handled escalation tickets related to user access issues on the state’s professional licensing website; provided one-on-one support sessions to guide customers through successful resolution and ensure compliance with licensing requirements

Randstad Technologies (Contract)

Helpdesk Lead / Software Deployment Support

Multiple Agencies & Locations • 2017 – 2021

Supported hardware/software deployments, including BitLocker, software installs, Active Directory account setups, and VPN access.

Created and managed support cases, tracked SLA compliance, and escalated critical issues using Salesforce.

Authored and maintained knowledge base articles to improve first-contact resolution rates.

Collaborated with cross-functional teams using Salesforce Chatter and integrated workflows Improved support efficiency by 20% through Salesforce automation rules

EDUCATION AND PROFESSIONAL DEVELOPMENT

ITT Technical Institute – Towson, MD

Networking & Information Technology • 2021 – 2022

Phoenix University – Harrisburg, PA

Business Administration (Completed Some Coursework) • 2000 – 2021

Chesapeake Senior High School – Pasadena, MD

High School Diploma • 1997

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