Sunday February 27, 2005
Welcome To Shawn's Online Resume
Links for Work Experience
Virtual Care Provider Home Page
Manpower Home Page
ABB Home Page
707 Briarcliff Ct.
Hartland, WI 53029
University of Wisconsin-Whitewater (1997-2001)
Graduated with a BBA In Computer End-User Technologies (December 2001).
Emphasis on Technical Support/Customer Service.
Arrowhead High School, College Preparatory, 1993-1997
v Network +
v MS Office Word, Excel, Access, Power Point, Front Page
v Windows NT, 2000, XP, 9x, Server 2003, 2000, NT
v Cisco routing (installation, configuration), switching, VPN, LAN/WAN, Frame-Relay, VLAN
v Lotus Notes, Outlook, Exchange
v PC Anywhere, Proxy, NetMeeting, VNC
v HEAT, Remedy
v Thinclient technology, Neoware, Thinstar, Thin PC’s
v Lead technical analyst for Skilled Health Inc. a long-term care facilitator based out of Orange CA. Working daily with the CIO and Field Technicians to plan an coordinate facility operations on the IT end. Responsible for making proposals for hardware, infrastructure on a scalable level in a mixed environment with desktop and thinclient technology. Assisting in the coordination of Exchange migrations and their Citrix environment of over 18 servers allotted to their farm.
v Third tier technical analyst in charge of the Extendicare home office. Rollouts of new laptops and desktops. Final escalation point of the support desk and in constant communication with account managers for hardware replacement and coordination of filed support.
Application Support Analyst
v Second level support for an Application Service Provider of the long term care industry. Working in a Citrix environment consisting of over 300 servers, account administration, LAN/WAN support, VPN, peripheral support and application support for clients across the Continental U.S. Provide concise documentation on technical issues for implementation with home office and field engineers. Maintaining an ongoing line of communication with customers and account managers alike.
Field Office Help Desk Associate
v Provided a point of contact for field office, support center and Home Office employees within the U.S., Canada and Puerto Rico for problems and inquiries related to PC hardware/operating systems, server or mainframe and proprietary applications and hardware. Responsible for the recording, analysis, prioritization, escalation, tracking, resolution, and follow-up of all first and second level calls received by the Field Office Help Desk. Interacted with other departments and business users regarding network services, software systems, intranet/internet, telecommunications and hardware, application development and to identify and correct problems.
v Provide 1st and 2nd level support to troubleshoot, answer questions and resolve any problems from basic to moderately complex issues related to Manpower’s proprietary systems and applications, PC hardware/operating systems, network or mainframe connections, dial-up accounts and off-the-shelf applications.
v Receive calls, voicemail messages, or e-mails from users and follow the proper procedures to initiate problem identification and provide step-by-step instructions on appropriate solutions, and follow through with the user until the problem is resolved.
v Utilized the call tracking system and problem resolution system and kept accurate and proper documentation of calls and resolutions to systems.
Technical Support Specialist
v Level 1 and Level 2 customer support; responding to trouble calls, troubleshooting desktops/laptops.
v Experience providing server, printer and peripherals operation support.
v Performing Virus scans and removal from workstations.
v Providing assistance with technology rollouts.
v LAN support for customers with connectivity issues varying from IP address problems to faulty NIC’s, switch connections as well as remote logons.
v Windows NT/2000 installation, user accounts, permissions as well as various other administrative activities to assist new users and current users alike.
v Data security; working with 3rd party security company ARCUS to ensure proper backup of our servers as well as actually performing the backups on NT and 2000 systems as well as an AS400 system.
Dean’s List, 2001, 2000, 1999
Order of Omega, National Greek Honor Society, 2000