Adam Shanno
Schenectady,NY
Summary
Computer Support Technician with quick and effectively resolving technical issues. Dedicated to exceeding expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Help Desk Technician
Catholic Charities Diocese Of Albany
Albany, NY
02.2020 - Current
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Performed tests of functionality, security and performance of different workstations and devices.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Uploaded new software, rolled out updates and applied patches servers upon release to thwart and threats from penetrating networks.
- Monitored systems in operation and input commands to troubleshoot areas.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Recreation Associate
Rudy A. Ciccotti Family Recreation Center
Albany, NY
02.2019 - 02.2020
- Provided clear instruction to activity and program participants to deliver fun and safety.
- Supervised activities to address behavioral issues and promote fun, safety and inclusivity.
- Kept track of allergies and dietary restrictions, verifying correct meals and snacks were given to campers.
- Kept athletic and games equipment and facilities organized and maintained.
Education
BBA - Digital Forensic
University of Albany
Albany, NY05.2022
High School Diploma -
Christian Brothers Academy
Albany , NY06.2017
Skills
- Microsoft Windows and Office
- Remote System Analysis
- Software Evaluation
- Issue and Resolution Tracking
- Resolving Problems and Incidents
- Hardware Components
- Computer Hardware Knowledge
- Support Ticket System Management
- Help Desk Support
- Hardware and Software Repair
- User Support and Troubleshooting
- Computer Diagnostic Software
- Closing Tickets
- Technical Support Triage
- Troubleshooting Network Issues
- Connectivity Software
- Defect Analysis and Resolution
- Remote Technical Support
- Employee Computer Support
- Device Installation
- Friendly and Patient
- Organizational Skills
Timeline
Help Desk Technician
Catholic Charities Diocese Of Albany
02.2020 - Current
Recreation Associate
Rudy A. Ciccotti Family Recreation Center
02.2019 - 02.2020
BBA - Digital Forensic
University of Albany
High School Diploma -
Christian Brothers Academy
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