Summary
Overview
Work History
Skills
Languages
Timeline
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SHAWN ANDERSON

Saint-Constant,Canada

Summary

Astute PC Technician with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Overview

13
13
years of professional experience

Work History

Senior Help Desk Technician

TEKSystems (contract with Oklahoma Gas & Electric)
03.2020 - Current
  • Resolved complex technical problems for end users, ensuring minimal downtime and increased productivity.
  • Improved customer satisfaction by providing timely and efficient technical support for various software and hardware issues.
  • Implemented remote desktop tools to efficiently diagnose and resolve technical issues without requiring onsite visits.
  • Managed high-volume call center, prioritizing urgent issues while maintaining a professional demeanor under pressure.
  • Provided expert guidance during hardware procurement process, identifying cost-effective solutions that met organizational needs.
  • Assisted in the creation of a knowledge base, compiling common issues and their resolutions to improve internal processes.
  • Mentored junior help desk technicians, fostering a collaborative work environment and encouraging professional growth.
  • Provided actionable feedback to internal teams based on customer suggestions, enhancing service quality.

SENIOR PC TECHNICIAN

Douglas County Sheriff’s Office
07.2019 - 03.2020
  • Deployed hundreds of workstations and laptops, ensuring timely setup and configuration.
  • Provided expert guidance during hardware procurement process, identifying cost-effective solutions that met organizational needs.
  • Repaired and replaced hardware components in order to prevent any downtime.
  • Diagnosed and resolved software issues, contributing to a decrease in service tickets.
  • Reduced downtime by performing routine maintenance on computer systems, ensuring optimal functioning at all times.
  • Conducted thorough diagnostics on malfunctioning computers to identify root causes of issues.
  • Coordinated with vendors to procure necessary equipment while adhering to budgetary constraints.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Maintained office PCs, networks and mobile devices.

LEVEL II HELPDESK

NPC International
04.2017 - 10.2018
  • Managed and maintained SQL databases, ensuring data integrity and optimal performance.
  • Troubleshot hardware and software issues to reduce incident response time.
  • Streamlined password reset and printer assignment processes, enhancing operational efficiency.
  • Served as an escalation point for complex technical issues, bringing swift resolution to critical incidents affecting business operations.

LEVEL I HELPDESK

NPC International
05.2015 - 04.2017
  • Assisted with onsite technical issues thousands company branches, maintaining a high satisfaction rate.
  • Handled 100-200 calls daily, providing prompt and effective support.
  • Decreased system downtime by proactively identifying potential problems and applying preventive measures.
  • Reduced ticket backlog by prioritizing tasks and managing workload effectively.
  • Improved customer satisfaction by efficiently troubleshooting and resolving technical issues.

CUSTOMER SERVICE REPRESENTATIVE

Sitel Corporation
05.2012 - 08.2012
  • Managed customer bank accounts, delivering high-quality service and support.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Skills

    TECHNICAL SKILLS

  • Database Management: SQL, Oracle
  • Networking: DNS, DHCP, Active Directory
  • Ticketing system experience
  • Data backup and recovery
  • Software Knowledge: Microsoft Office, Windows administrative tools, OpenText viewer, Rightfax, SAP, Adobe Acrobat, Dameware
  • Operating Systems: Windows

    PROFESSIONAL SKILLS

  • Troubleshooting and problem-solving
  • Customer service and support
  • Technical support expertise
  • Technical documentation
  • Remote desktop support

Languages

English
Native or Bilingual

Timeline

Senior Help Desk Technician

TEKSystems (contract with Oklahoma Gas & Electric)
03.2020 - Current

SENIOR PC TECHNICIAN

Douglas County Sheriff’s Office
07.2019 - 03.2020

LEVEL II HELPDESK

NPC International
04.2017 - 10.2018

LEVEL I HELPDESK

NPC International
05.2015 - 04.2017

CUSTOMER SERVICE REPRESENTATIVE

Sitel Corporation
05.2012 - 08.2012

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SHAWN ANDERSON