It Support Customer Service

Shawn Safford

**** ***** ***** ******, *****, NE 68116 402-***-**** **************@*****.***

Profile of Qualifications

Results-driven IT Support Technician with 20+ years of professional experience. Strong Customer Service acumen; skilled in delivering high quality IT support and promptly resolving issues. Dynamic analytical problem-solving skills with a track record of exceeding expectations.

Professional Synopsis

FedEx 9/2024 – 12/2024

Sorted packages for distribution

Loaded packages for distribution

Double Z Distribution LLC. 10/2023 - 2/2024

Sorted packages for distribution

Loaded packages into trucks for distribution

Delivered packages on assigned route

United Postal Service 5/2022 – 12/20/2022

Seasonal Personal Vehicle Driver

Sorted Packages to be delivered

Delivered Route Packages

NTT Data Solutions 4/2021- 4/2022

Help Desk Associate-Contingent Worker

Diagnose and troubleshoot problems with computer hardware, software and connectivity.

Ensure quick resolution of user concerns and escalate more complicated support issues to senior helpdesk representatives and field service engineers.

Provide accurate records of each call in the incident management tracking tool

Effectively translate complex, technical concepts into easy-to-understand language to help non-technically oriented customers

A&D Technical Supply Company 2017-2020

Service Technician, HP and Canon

Leveraged strong industry knowledge to promptly diagnose and troubleshoot technical issues; completed projects in a timely manner.

Delivered high quality service to customers; built a solid book of business.

KETV 2014-2017

Maintenance Technician (2015-2017) Camera Operator (2014-2015)

Utilized strong technical knowledge to promptly resolve all technical issues.

Demonstrated an ability to complete assigned tasks in unanticipated circumstances.

State of Nebraska 2002-2014

Distance Learning Coordinator / Technician – Nebraska Military Department

Ensured connectivity for 400+ users; responsible for installing, troubleshooting and configuring technical issues.

Demonstrated strong leadership skills while training and managing 7 team members in a distance learning classroom.

Succeeded in growing department from 3 teleconferencing video endpoints and 4 distance learning classrooms to 75 teleconferencing video end points and 7 distance learning classrooms.

E-Mail Solutions, Inc 1998-2002

Director of Operations

Filled key leadership position responsible for overseeing daily operations, as well as installation, configuration and troubleshooting.

Responsible for installation, configuration and maintenance of NT Servers, MS Exchange 5.5 Servers and SQL Server Databases.

Configured servers to ensure connectivity to web and e-mail.

Used strong leadership skills to train newly hired team members; closely monitored performance and implemented corrective action plans appropriately.

Technology Service Solutions 1996-1998

PC Network Specialist

Leveraged technical skills to support 400+ network users; responsible for installation, configuration and testing.

Ensured connectivity to LAN / WAN, installed TCP / IP applications and converted applications.

Aquila Energy Marketing 1994-1996

PC Network Specialist

Succeeded in supporting 250+ users; associated duties included installation, configuration and troubleshooting.

Responsible for supporting connectivity and performing various tests on LAN.

Education & Professional Development

Associate Degree in Computer Technology, Gateway Electronics Institute, Omaha, NE

Computer Programming Diploma, Gateway Electronics Institute, Omaha, NE

Microsoft Certified Professional (MCP), Bellevue University, Bellevue, NE

AV-650 Hardware Lifecycle Refresh Training CompTIA Security + Certified Professional

MCSE Certified Systems Engineer for Windows NT 4.0 Coursework Completed, Bellevue University, Bellevue, Ne

Advanced PC Troubleshooting, Essential Seminars, Inc., Omaha, NE

Understanding Networking Fundamentals and Internetworking with TCP / IP, American Research Group

INACOM Information Systems, MS Windows NT 4.0 and Windows Core Technology

ExecuTrain, In-depth Computer Training, Omaha, NE

Windows on Netware, Supporting Windows 3.1, Datatech Institute

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