It Support System Administrator

JARED SHAW

Lead IT Support Technician System Administrator Network Administrator

+1-770-***-**** Atlanta Metro **********@***.***

Summary

Experienced IT Support / System Administrator with 4 years in technical support roles, specializing in Windows OS, Mac OS and networking. Proven track record of enhancing IT processes, resulting in creating efficiencies and providing significant value through problem solving and customer satisfaction.

Skills

Windows, Mac OS, Active Directory, VMware, Microsoft Office Suite, Microsoft Azure, WorkspaceOne, ServiceNow, Splunk, GCP, Kubernetes, LogMeIn Rescue, TCP/ IP, DNS, Endpoint Virtualization Engineering, Wireshark, Putty, JAMF, Workspace One, Google Workspace

Soft Skills

Growth mindset, problem-solving, innovation, adaptability, team communication and encouragement, delegation and coaching, problem solving, critical thinking, attention to detail, conflict resolution, cultural awareness, transparency.

Experience

Global Payments - Lead IT Support / System Administrator (August 2023- Present)

- Led the deployment of a new Active Directory structure, managing over 500 users, resulting in improved access management efficiency.

-Led migration from JAMF to Workspace One effort. Exceeded goals and delivered a seamless migration. Collaborated with cross functional teams to streamline processes.

-Manage a team of 8 technicians (Onsite and Remote) to provide seamless IT support across multiple domains, enhancing team productivity by implementing documentation and protocols.

-Developed and pushed administrative policies resulting in enhanced network security.

-Implemented new ticketing system using ServiceNow, improving issue tracking and resolution efficiency.

-Managed over 2000 (onsite and remote) users accounts within Active Directory, ensuring compliance with corporate security policies and protocols.

-Troubleshooting complex network issues, TCP/ IP, DNS using Wireshark, Putty.

-Installation and routing of voice/data CAT 5/ CAT 6 cables in ceilings, conduits, and modular furniture.

Fiserv - Contact Center Technical Specialist (May 2022 - August 2023)

-Created Knowledge Base articles (How to use Eforms, How to troubleshoot various point of sale errors) for a team of over 40 Tech Specialists.

- Trained new hires

-Walked clients through installing, configuring, and troubleshooting point-of-sale software.

-Explaining complex problems and solutions to clients and executives.

-Making administrative changes to client's accounts.

- Worked with clients to explain contractual changes.

Certifications & Training

COMPTIA ITF+ Certification

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