SHAUN LOYAL CARLOCK
Anchorage,USA
Summary
Dynamic IT professional with extensive experience at Alaska Railroad Corp, excelling in technical support and system maintenance. Proven track record in patch management and network troubleshooting, enhancing operational efficiency. Adept at application deployment and fostering team collaboration, ensuring minimal downtime and optimal performance across diverse computing environments.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Desktop Engineer/Junior CS Engineer
ALASKA RAILROAD CORP
Anchorage, AK
10.2023 - Current
- Tier 3 support for the IT Service Desk Team, also providing technical support to end-users on a variety of issues.
- Document repair processes and procedures to streamline future technical support.
- Provided technical assistance to IT staff during major projects or upgrades.
- Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
- Manage over 1,300 computing devices across six administrative systems.
- Coordinated with vendors for warranty and non-warranty hardware repairs and replacements.
- Maintain compliance and performance of endpoint devices to ensure minimal downtime.
- Perform system maintenance tasks such as virus scan, group policies, and system updates.
- Ensure compliance with company policies regarding cyber security standards.
- Monitor performance of servers and workstations to ensure optimal operating conditions.
- Implement remote access solutions for mobile workforce through Omnissa/VMware Horizon and Cisco Secure Client.
- Assisted in the development of procedures for installation and configuration of new systems.
- Create automated deployment scripts to enhance installation processes, and provisioning of physical and virtual environments.
- Managed inventory of IT assets, including procurement and disposal, ensuring compliance with company policies.
Service Desk Technician II
ALASKA RAILROAD CORP
Anchorage, AK
10.2022 - 10.2023
- Work side-by-side with the Service Desk team to provide technical support to end-users.
- Deploy software, hardware, and other equipment as needed.
- Ensuring that major issues are communicated through proper channels to be resolved.
- Deploy, update, troubleshoot, and repair various types of workstations, including but not limited to the OS, software, hardware, using advanced repairs options, provisioning, and manufacturer support.
- Recognize recurring issues providing information/scenarios to application development/system engineers/administrative managers.
- Work with the Service Desk and Cyber Security manager to assist with creating and deploying software required to secure endpoints.
- Build rapport with employees and external contractors to be able to communicate and resolve issues efficiently.
IT/Telecom Apprentice
ALCAN ELECTRICAL AND ENGINEERING
Anchorage, AK
04.2021 - 10.2022
- Work with Alcan team to develop a stronger knowledge of systems, installations, project management, and train with journeyman on-the-job.
- Provide desktop support as needed.
- Certified Kramer Audio Technician for installation of Kramer AV Conference Rooms, including Kramer VIA, microphones, and speakers.
- Receive training on cable installation and termination of low voltage cabling, CAT5, CAT6, and other various wire or cables.
- Experience with troubleshooting Network Switches, CCTV systems and components, and Access Control.
- IT Desktop Support for Alcan Electric office and customers as needed, including but not limited to repairs, deployments, Windows OS Support.
Desktop Support Specialist
US FOODS
Anchorage, AK
04.2018 - 04.2021
- Provide local and enterprise support to the company, via email, in-person, phone/call center, and ticket system.
- Types of support include networking, software, hardware, desktop phones, warehouse devices.
- Repair, deploy, update various devices, including but not limited to the OS, software, hardware, using tactics such as advanced repairs, reimaging, and manufacturer support.
- Establish patterns of recurring issues and provide input to development and administrative teams.
- Manage phone extensions using AVAYA Admin Console.
- Support telecom devices and software, AVAYA VOIP desktop phones.
- Work closely with teams and associates to support with issues and tasks related to the Food Services of America migrations to the US Foods platform.
- Local network hardware installation, pre-configured or to be configured by the network team.
Geek Squad Advanced Repair Agent
BEST BUY
Anchorage, AK
06.2012 - 07.2019
- Provide support to Clients, the Best Buy Store, and Geek Squad Precinct, including technical information, repairs, and solutions.
- Fulfill a role as the senior agent providing coaching and training including, but not limited to, changes of services, technical repairs, and store systems (NOVA, MRI, POS, GSRE).
- Communicate with clients throughout the length of their computer repairs, providing estimated times of completion, solutions, and service options.
- Create service orders with detailed information providing client description of issues and agent recommendations for repairs.
- Manage the updates of the Geek Squad tools/software used for repairs, including AV definition updates daily.
- Provide support to the Front of Precinct with computer check ins/outs, client reservation management, and troubleshooting techniques.
IT Service Desk Coordinator
ALASKA PACIFIC UNIVERSITY
Anchorage, AK
03.2014 - 04.2018
- Provide support to the APU Community of over 1500 users and 220 computers.
- Assisting Administrators with system changes, solutions, and community communication.
- Ensuring proper escalation and resolutions.
- Provide Tier 1 and 2 technical support to end-users on proprietary software and applications, including installation, basic usage, and appropriate service level to warranty.
- Provide deployment of new software, operating systems, and computers, including but not limited to OS Updates, MS Office, and educational software.
- Deploy software using the Microsoft Deployment Tool and Antivirus Security Center/Admin Console.
Skills
- Technical support
- System maintenance
- Patch management
- Network troubleshooting
- Advanced troubleshooting
- Endpoint management
- Desktop virtualization
- Mobile device management
- Application deployment
- Remote access
- Team collaboration
- Ticketing systems
- Cyber security
- Inventory management
- Customer service
- Active directory
Certification
- CompTIA A+
- CompTIA Net+
Work Type
Full TimeWork Location
RemoteHybridOn-SiteTimeline
Desktop Engineer/Junior CS Engineer
ALASKA RAILROAD CORP
10.2023 - Current
Service Desk Technician II
ALASKA RAILROAD CORP
10.2022 - 10.2023
IT/Telecom Apprentice
ALCAN ELECTRICAL AND ENGINEERING
04.2021 - 10.2022
Desktop Support Specialist
US FOODS
04.2018 - 04.2021
IT Service Desk Coordinator
ALASKA PACIFIC UNIVERSITY
03.2014 - 04.2018
Geek Squad Advanced Repair Agent
BEST BUY
06.2012 - 07.2019
Similar Profiles
Joseph HardyJoseph Hardy
Supervisor at ESS Alaska RailroadSupervisor at ESS Alaska Railroad
Leonard A Shuford IILeonard A Shuford II
Heavy Equipment Mechanic at Alaska RailroadHeavy Equipment Mechanic at Alaska Railroad
Joseph HobbsJoseph Hobbs
Heavy Equipment Operator at Alaska Railroad CorporationHeavy Equipment Operator at Alaska Railroad Corporation
Bekim DobrovaBekim Dobrova
Foreman Electrician/ Lead Technician at Quality Controls Inc.Foreman Electrician/ Lead Technician at Quality Controls Inc.
SUPPAVIT PITAKWATTANAKULSUPPAVIT PITAKWATTANAKUL
Work Up Technician at Alaska Retinal ConsultantWork Up Technician at Alaska Retinal Consultant