Customer Service Account Management

George A Shultz III 253-***-**** *********@*****.*** Tumwater, WA 98512

Professional Summary

Highly experienced IT professional with over 20 years of expertise providing exceptional customer service and in-depth troubleshooting across diverse IT environments. Proven ability in network design, user and group account management, and data analysis. Demonstrated experience in cloud migration (Azure AD), virtual server administration, and mobile device management. Seeking to leverage strong technical acumen and dedication to problem-solving in a challenging Cloud Administrator role, with a focus on expanding expertise in AWS and Azure. Currently working on achieving the AWS SysOps Administrator certification Technical Skills

● Cloud Platforms: AWS (EC2, IAM, VPC, Cloud Practitioner), Microsoft Azure (Virtual Machines, Azure AD, Networking)

● Operating Systems: Windows 10/11, Windows Server 2016/2019/2022, Linux (Ubuntu, Mint, RedHat, Fedora - Basic Knowledge)

● Virtualization: VMware

● Scripting: Understand PowerShell, Python, R

● Networking: Network Design, Routing, Switching

● Identity and Access Management: User and Group Account Management, Azure AD

● Mobile Device Management: InTune

● Communications: Avaya VoIP, Teams Telephony

● Data Analysis: Excel, Tableau

● Other: Troubleshooting, root-cause analysis

Education

Bachelor of Applied Science in Information Technology, Major- Project Management ITT Technical Institute of Seattle Graduated March 2013

Certifications

● AWS Cloud Practitioner - April 2025

● Google Data Analytics Certification - March 2024

● CCNA - July 2020

● ITIL Foundation 2011

Professional Experience

Network Administrator Gambling Commission September 2022 – Present

● Currently involved in a modernization project migrating three separate systems into Dynamics 365

● Oversee network infrastructure, including switches and access points, ensuring reliable connectivity and optimal performance

● Administered and maintained highly available virtual server environments hosted at the state datacenter, optimizing resource utilization and ensuring the stability of critical enterprise applications

● Implemented and managed VEEAM backups and file recovery processes

● Managed and governed enterprise mobile device management (MDM) solutions via Microsoft InTune, securing and streamlining provisioning for 145 mobile devices while enforcing corporate security policies

● Administered and provided support for Avaya VoIP and Teams Telephony systems, ensuring seamless and reliable voice and collaboration services for 80 users

● Provided expert-level Tier 2/3 technical support, diagnosing and resolving user permission, account access, and application-specific issues to minimize downtime and maximize end-user productivity Network Administrator Olympic Sport & Spine July 2022 – August 2022

● Successfully migrated users and the domain to Azure Active Directory (Azure AD)

● Created and managed user accounts within Azure AD

● Managed iOS devices using Mobile Device Management (MDM) using Kanji

● Provided end-user customer support for network access, printer issues, and application support

● Led and completed a major project upgrading the printer fleet across multiple locations Network Administrator Smart City Networks July 2018 – June 2022

● Oversaw day-to-day network operations for two downtown Seattle locations

● Supervised and mentored a team of four technicians

● Engaged in short-term and long-term project planning and scheduling

● Conducted personnel reviews and collaborated with stakeholders

● Earned CCNA certification in 2020

● Provided technical assistance and input on a $3.5 million infrastructure upgrade project Technical Support Analyst Modis December 2017 – March 2018

● Delivered expert-level troubleshooting and support for complex manufacturing specialty equipment, including enterprise-grade wireless printers, handheld scanners, and vehicle-mounted terminals, ensuring operational continuity for domestic and international parts warehouses

● Played a key role in the project lifecycle for wireless network optimizations, from initial planning and requirements gathering to implementation strategy, directly contributing to enhanced system performance and significant reductions in end-user pain points across domestic warehouse environments Professional Experience (cont.)-

Technical Support Analyst Weyerhaeuser May 2015 – December 2017

● Functioned as the primary technical consultant and support specialist for the Weyerhaeuser lumber manufacturing site in Raymond, WA, ensuring optimal system performance and user satisfaction

● Managed and executed critical IT infrastructure upgrades, encompassing the standardization of site-wide software to Microsoft Office 365, deployment of new Cisco Meraki network hardware (APs and switches), and complete migration to VoIP services. This VoIP project alone yielded annualized cost reductions exceeding $100,000 Technical Writer/Client Support Volt June 2014 – May 2015

● Collaborated on a strategic project team to facilitate the migration of Weyerhaeuser’s IT infrastructure from on-premises to a cloud-centric environment with Microsoft Office 365

● Designed, built, and maintained the Specialty Equipment SharePoint site, providing a centralized platform for internal corporate resources and information sharing

● Utilized Cherwell and SAP for comprehensive service desk management, including tracking, prioritization, and resolution of user-submitted service requests and technical issues IT Operations Support Ratio LLC September 2012 – June 2014

● Led project planning and road mapping initiatives for various IT projects, contributing to strategic departmental objectives

● Collaborated cross-functionally with HR to streamline employee onboarding and offboarding processes, including equipment provisioning, access management, and application assignments

● Managed budget and equipment reconciliation, ensuring accurate resource allocation and inventory tracking

● Utilized project management tools such as Trello, JIRA, and Confluence to optimize departmental workflow, scheduling, and project tracking

IT Infrastructure Support EPI Networks February 2007 – September 2012

● Partnered directly with Microsoft Event Project Managers to design, implement, and support critical network and wireless infrastructure for large-scale events (5,000 to over 15,000 attendees) across the U.S.

● Managed the complete project lifecycle for event networking, including creating detailed schedules, developing network layouts, coordinating equipment logistics, and overseeing circuit activation

● Led and mentored junior technicians, prioritized technical support issues, and collaborated closely with event management for real-time adjustments and changes

Professional Experience (cont.)-

Telecommunications Technician CCPI April 1999 – February 2007

● Progressed from an entry-level telecom technician (focused on cabling and physical infrastructure) to a mid-level network switch administrator and senior Avaya PBX/VM administrator, demonstrating significant career growth and deep technical mastery

● Instrumental in developing a comprehensive documentation library for network infrastructure, system configurations, and critical escalation procedures, enhancing operational efficiency and knowledge transfer

● Successfully provisioned over 4,000 voice and data lines for the 1999 WTO conference, ensuring robust communication for a major international event

● Key contributor to a major PBX upgrade project that involved the procurement and successful installation of a server-based PBX system for the SCC, modernizing communication infrastructure Network Switching Systems Operator – 31F U.S. Army March 1994 – March 1998

● Provided critical telecommunications and network support during small to large-scale military field exercises, ensuring continuous connectivity for personnel in diverse operational environments

● Managed and configured switch databases and issued encryption keys, maintain secure and reliable communication links for each field exercise

● Led weekly training sessions as part of “Sergeants Time”, delivering instruction on a variety of technical and operational topics to all levels of personnel

● Recognized for exceptional performance, earning “Soldier of the Week” and “Platoon Leader of the Cycle” during Basic Training, demonstrating early leadership and dedication Other Relevant Experience

● Conducted in-depth analyses and developed data-driven business cases for key technology adoptions, such as cloud collaboration platforms (Microsoft O365 vs. Google Workspace), IT infrastructure procurement models, mobile carrier contracts, and VoIP telephony deployments, enabling informed decision-making and optimal resource allocation

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