Lead Tech/IT Engineer & Imaging Lead

Plano, USA • ***************@*****.*** • linkedin.com/in/whirltech/ • 682-***-****

SHAWN PRICE

Lead Tech/IT Engineer/IT Support/Experienced Network Admin Lead Tech/IT Engineer driving endpoint reliability and streamlined imaging processes across Windows and Apple environments. Leads imaging, documentation, and training efforts that reduced rebuild time and improved vendor collaboration for hardware and driver support. Aims to expand identity and device management practices while mentoring junior technicians.

EMPLOYMENT HISTORY

DESKTOP ENGINEER Oct 2024 – Oct 2025

RTX USA

SERVICE DESKTOP ENGINEER 1&2 Nov 2023 – Aug 2024

Altice USA

SERVICE DESK Apr 2023 – Oct 2023

Capital One USA

DESKTOP ENGINEER LV 1-2-3 May 2022 – Feb 2023

Atos (Baylor Scott Heart Hospital) USA

Desktop support: Imaging lead/ Desktop support

Created updated imaging documentation, also trained new techs Imaging via network, USB, DVD

Updated created 2100 technical documents, win 11 themed mostly Bomgar, bit locker, Imaging, SCCM push and package, Exchange, Intune, Vpn Asset management / Equipment management/endpoint imaging/printing services Apple OS, Apple support-reimages and rebuilds

Mac book Troubleshooting, software support, Vpn support Recognized by top management and military contractors received accolades from both Worked with Dell on Laptop Hardware changes, and better driver support directly Supported windows apps via Event viewer, and windows support tools, creative thinking to solve complex problems with apps and hardware. Service now

New helpdesk setup, and Identity operation setup

SharePoint admin, groups admin, mac support admin, rsa support, Vpn, Log me in, Team viewer Created a One note for both the Service desk and IDOPS containing hundreds of Articles. Which drives both teams to success. 3000 programs defined and laid out

Mac troubleshooting and support for remote clients, mac client training Interaction with venders and other teams to expand support rolls and work for the IDOPS team. IDOPS: cyber security support and ticket completion. Log-me-in, Veeam backup, office 365 support, email support, instant messaging and mobile device application support Creation of new documentation and training for new service desk People Support all employees on the capital one network.

Apple OS, Apple support-reimages and rebuilds

Password resets, application support, Sccm 2022, Citrix support PowerShell, Jamf

Identity management software Okta

Lv1 and 2 Support services, office 365 support

Asure, scripting, service now

Outstanding customer support via phone /chat

Supporting the Zebra cell phone system, service now Supported rollout for new refresh pc for entire hospital. Supported Executive, and Dr’s requests for all IT support. Supported all departments with all PC needs. Updated all documentation Asset management/endpoint imaging

COMPUTER ENGINEER II Jan 2022 – May 2022

Team Logic IT Frisco, TX

TIER 2 DESKTOP/REMOTE/CONNECTED FACTORY SUPPORT Jan 2019 – Aug 2021 DXC (Pratt & Whitney) East Hartford, CT

MIS SERVICE DESK Jan 2019 – Jul 2019

Foxwoods Resort USA

WINDOWS 10 ROLLOUT TECH Aug 2018 – Nov 2018

Anthem Wallingford, CT

DESKTOP ENGINEER/LEAD TECH 2004 – 2018

Whirl Computer Services Willimantic & Coventry, CT TIER 2 SUPPORT ENGINEER, VA FEDERAL CONTRACTOR 2016 – 2018 ASM Research Western, MA

MSP company, created 200 new documents

Created inventory and control procedures production procedures speed up 50% Mac troubleshooting and remote support configurations, backups and data security, OS migrations All procedure tested and documented.

Continued training and support procedures on Networking Hardware Self-trained Microsoft office 365 troubleshooting and fixing complexed issues. Created 135 Technical support documents

Got cert for Sophos, Kaseya, Dell master cert, HP and dell Servers Updated and or created 2100 technical documents

Bomgar, bit locker, Imaging, SCCM push and package Recognized by top management and military contractors received accolades from both Worked with Dell on Laptop Hardware changes, and better driver support directly Continued training on 0365, Azure, Share point

Managed staff of 10 to train them and decrease ticket length by 55% to completion. Optimized by time to thinking on my feet and closing 40% more tickets Supported data center server upgrades and installs, and decommissions Averaged 130 tickets closed per week

Migrated Vintage operating systems to Win 10

Updated 100 tech documents

Created new backup procedures and automation

Continued to train with service Now, Sap, SQL, inventory control Cleared backlog of 1800 tickets

Completely re wrote entire win 10 upgrade procedure Maximized efficient procedures migration to win 10 Implemented 40 new technical procedures

Trained staff on better customer procedure and client data care, cut the upgrade time in 1/2 Managed 1800 nodes

Supported 11 companies with computers and networking hardware after major corporate take overs Supported 2200 devices printers, routers, switches, AP’s Competed 7 different windows 10 migration projects from win 7 to win 10 including Office 365, 25,680 units deployed to clients with minimal downtime.

Drive business growth and client retention by providing the highest level of technical support to ensure customer satisfaction. Capable of managing and delivering multiple concurrent share point projects through organizational management and prioritization of tasks.

Optimize team productivity and performance by providing ongoing training and coaching and mentoring staff members. Improve security by enforcing strong password usage via Active directory, Link Support, and Sccm 2016. 100 % Phone supported all clients with all types of computers and computer issues Created over 300 various technical documents, including a 1800-page manual on how to fix 200 different printer brands. Successfully installed and tested 6,500 plugins in each month. Completed 190 weekly tickets

Ethical Hacker completed 2017

HELPDESK (IS/IT/NETWORKING) 2015 – 2016

BBNFIRST.COM Glastonbury, CT

EDUCATION

MASTERS INFORMATION TECHNOLOGY Jul 2010 – Dec 2014 Capella University

ASSOCIATE’S DEGREE, COMPUTERS AND MICROPROCESSORS 1992 T.C.I. Windsor, CT

COURSES

A+ 1989

CompTIA

A+ INSTRUCTOR 1990

CompTIA

NETWORK+ 1990

CompTIA

SECURITY+ 1991

CompTIA

SKILLS

UNIX, Windows 9, Windows 10, Windows 11, iOS, Apple, Android, Active Directory, LANDesk, DNS, WINS, DHCP, Cloud, MDT, ManageEngine, Imaging, USB, Network, Uplink, Laptop, Desktop, Tablets, Windows 7, Windows 8, Windows Vista, Flex, HP, Compaq, Dell, Lenovo, Apple, Gateway, Servers, Backup Devices, Firewall, Switches, Routers, Lexmark, Xerox, Konica, Drupal, Team Server, Windows Server, Office 365, ConnectWise, Service Now, BC Performance Testing, OneDrive, Microsoft Office, QuickBooks, Blackberry, Citrix, TCP/IP, Database Administration, Chrome, Opera, Safari, Altiris, SMS, SCCM 2016, SCCM 2022, WIFI, VPN, Log-me-in, Exchange, ZENworks, Norton Ghost, Lotus Notes, Remedy, Track-it, Veeam Backup, SharePoint, Photoshop Pro, Network Management Software, Asset Management Ticketing Systems, Anti-virus Software, AWS, Team Viewer, Network Security, Remote Support, Technical Writing, Problem Solving, Time Management, Team Leadership, Critical Thinking, Customer Focus, Collaboration, Mentoring, Interpersonal Skills, Strategic Thinking, Empathy, Incident Management, System Optimization, Disaster Recovery Planning

ADDITIONAL INFORMATION

DEVELOPING A MENTORING WEBSITE

Developing a mentoring Website for newly established Computer companies so I can support them remotely: still under construction.

HOBBIES

roleplaying games, classic cars,drawing

Supported new technology improvements and provided quick turnaround on all trouble tickets. Aviva phone support- including instructional support Banking support and control of wired funds.

Completed revamped Company helpdesk.

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