Technical Support Service Desk

SHAWN BEST Bentonville/Fayetteville, AR Area 479-***-**** *****.*****@*****.***

LinkedIn Profile: www.linkedin.com/in/shawn-best-25b251338/

SPECIALIZED TECHNICAL LEADERSHIP SKILL SET:

Accomplished IT Specialist with 15+ Years of Comprehensive Experience Delivering Mission-Critical Technical Support, Infrastructure Management, and User Administration within Large-Scale Government and Enterprise Environments Proven Expertise in Leading End-User Support Operations, Managing Active Directory Environments, and Utilizing ServiceNow for Effective Ticketing and Incident Resolution Proven Success in Supervising Cross-Functional Collaboration, Mentoring Technical Teams, and Driving Process Improvements to Optimize Service Desk Performance and Customer Satisfaction Ability to Manage Complex Network and Telephony Infrastructures, including Cisco Systems and Cloud Platforms such as AWS And Azure Committed to Fostering a High-Accountability Culture with Strong Customer Service Values, Ready to Leverage Deep Technical Knowledge and Leadership to Excel in a Service Desk Supervisor Role Focused on Team Development, Cybersecurity Best Practices, and Operational Excellence

PROFESSIONAL EXPERIENCE:

US DEPT. OF VETERAN AFFAIRS – IT Specialist 2017 to Present

●Deliver end-to-end IT support and infrastructure solutions in a mission-critical environment, ensuring secure, reliable technology services for Veterans Affairs facilities.

●Administer user and computer accounts in Active Directory, including access provisioning, security group assignments, and audits.

●Utilize ServiceNow to manage service tickets, troubleshoot user-reported issues, and document technical resolutions.

●Maintain consistent communication with end users to provide real-time updates on issue resolution and service status.

●Configure Cisco switch ports, manage network closets, and install/replace routers, switches, and Riverbed devices.

●Support Cisco Wireless Access Points and telecom infrastructure through line termination, hardware relocation, and patch panel maintenance.

●Manage and troubleshoot Streem Print Faxing on Xerox printers and local desktops to support secure document transmission.

●Monitor and track IT assets using barcode scanning tools; ensure accurate inventory entries in AEMS/MERS and Maximo systems.

●Maintain the department’s IP address database, ensuring alignment between physical devices and logical network maps.

●Develop and maintain Standard Operating Procedures (SOPs), troubleshooting documentation, and technical reference materials.

●Work closely with internal Service Lines and management to support project execution and system activations across facilities.

●Provide ongoing feedback to supervisors and leadership regarding system issues, project updates, and process improvements.

●Update new telecommunication and video conferencing technologies in alignment with evolving business needs.

●Key Achievements:

oSpearheaded the successful activation of the Fort Smith Community-Based Outpatient Clinic (CBOC) and secured VA network connectivity for the Fort Smith National Cemetery, expanding critical infrastructure services.

oUpdated and restored full functionality of the federal fingerprinting system, ensuring compliance with Office of Personnel Management (OPM) background check requirements.

oInstalled and configured USAccess hardware for PIV systems to ensure compliance with federal access standards.

oPlayed a critical role in planning and deploying next-generation IP telephony and VTC solutions, enhancing reliability and performance of communication tools used for critical healthcare operations.

GOLDEN LIVING 2013 to 2017

Sr. Business Analyst (2014 to 2016)

●Facilitated cross-functional collaboration by scheduling meetings, managing project timelines, and serving as liaison between business stakeholders and development teams.

●Designed and implemented exception reporting views in a web-based application using Microsoft Amalga, tailored to specific business needs.

●Conducted thorough testing and quality assurance using SQL and various tools to ensure data accuracy, grammatical correctness, and consistency in user interface design and workflow.

●Key Achievement: Promoted quickly due to delivered results, technical expertise and leadership abilities.

Technical Support Analyst (2013 to 2014)

●Provided Tier 2 enterprise-level technical support by remotely diagnosing, resolving, or escalating user-reported issues related to hardware, software, and network performance.

●Managed user profiles including Active Directory group memberships, Exchange email configurations, and password resets.

●Tracked and resolved technical incidents using a structured ticketing system, ensuring accurate documentation and timely closure.

●Administered Citrix Access Manager to support end-user access and session management across virtual environments.

●Maintained wireless network stability by managing Aruba Controllers, SmokePing, and Cisco Meraki dashboards to troubleshoot connectivity issues.

●Installed and configured Xerox WorkCentre, Lexmark, and HP printers, ensuring proper network integration and print queue setup.

●Performed performance assessments and system audits to optimize voice and video technologies for security and functionality.

●Led both short- and long-term projects supporting IT requirements for in-house applications across multiple business lines.

THE JUDGE GROUP – Field Support Technician (Contract Role) 2012 to 2013

●Installed, configured, and supported desktops, laptops, VoIP phones, and printers across three VLANs.

●Diagnosed and resolved hardware, peripheral, and network equipment issues and performed hardware upgrades.

●Maintained network switches and cabling for reliable connectivity.

●Managed Active Directory user/computer accounts, group policies, and access controls.

●Logged and resolved technical issues using a ticketing system.

●Supported software troubleshooting for Windows XP/7, MS Office, Adobe, and AutoCAD and provided backend support for print queues and user permissions on AS400 systems.

●Key Achievements:

oPlayed a key role in preserving smooth IT operations during complex multi-VLAN deployments and office infrastructure upgrades.

oDemonstrated versatility in supporting both legacy and modern systems, ensuring compatibility and minimizing downtime.

STATE OF NEBRASKA 2006 to 2011

Infrastructure Support Analyst (2008 to 2011)

●Managed Active Directory user accounts and security groups for secure, efficient onboarding and offboarding.

●Used WMI to remotely image desktops and deploy applications organization-wide.

●Diagnosed and repaired IT hardware, ensuring consistent operational performance.

●Evaluated networking, electrical, and staffing needs for installations and office moves.

●Collaborated with IS&T teams to troubleshoot issues, set up new sites, and maintain service quality.

●Tracked and resolved incidents through ticketing system with clear communication.

●Conducted product research and hands-on testing to validate functionality before deployment.

●Key Achievements:

oServed as technical SME on complex technical issues stemming from evolving operational or management information systems.

oPlayed a pivotal role in enhancing the reliability of the IT environment through proactive maintenance, process improvements, and team collaboration.

oPromoted quickly due to strong work ethic, technical acumen, and consistent delivery of high-quality support and solutions.

Helpdesk Associate (2006 to 2008)

●Provided front-line technical support to 6,000+ employees, diagnosing and resolving issues related to network connectivity, software malfunctions, and hardware failures via phone and remote tools.

●Key Achievements:

oAchieved an impressive 70%+ first-call resolution rate, with most issues resolved in under five minutes.

oSelected by leadership to train and mentor new helpdesk team members, improving team readiness and onboarding.

EDUCATION & TRAINING:

University of Nebraska at Kearney; BS in Computer Information Systems (3.3 GPA)

Cisco; CCNA Certified (Certified Network Associate)

CompTIA A+ Certified

LEADERSHIP & COMMUNITY INVOLVEMENT:

US Army; Former Track Commander

●Key Achievement: Led a 3-person recovery crew as armored recovery vehicle commander, rapidly assessing and extracting disabled military vehicles, prioritizing tanks and mission-critical assets, while ensuring team safety and mission success in high-pressure environments.

YMCA Coach Pitch Baseball; Former Coach

ASA Travel Softball; Former Coach

TECHNICAL SKILLS & PROGRAMS:

Systems & Network Administration: Active Directory, Cisco (Switches/Routers/Wi-Fi), TCP/IP, DNS, DHCP, VPN, Firewalls, IP Telephony/VoIP, REEF System Tracking

Cloud & Virtual Platforms: AWS, Azure, Citrix Access Manager/Metaframe, Remote Access Tools

Programming & Data Tools: COBOL, C++, Basic Scripting, SAS, Stata

IT Service Management: ServiceNow, Remedy, GWI CSupport; Incident Response, SLA Tracking,

Software & Productivity: MS Office Suite, Google Workspace, Adobe Acrobat, AutoCAD, Windows OS (XP, 7, 10, Enterprise)

Hardware & Asset Management: Printers (Xerox, HP, Lexmark, Streem Fax), AEMS/MERS, Maximo

Monitoring & Documentation: IP Management, WMI Imaging, SOP Creation, SmokePing, Cisco Meraki

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