Learning and growing
Veeam Training
Hi, I’m
ANDREW SHANNON
System Administrator
Nashville,TN
Price is what you pay. Value is what you get.
Warren Buffett
Summary
I am a Systems Administrator with over 15 years of experience in software implementation and maintenance. I manage complex infrastructures and data center operations, excelling in application issue resolution and customer service through strong troubleshooting and teamwork. I have led system upgrades and migrations, working with various departments to develop tailored solutions that boost productivity. My expertise in virtualization, cloud computing, and network security enables organizations to optimize resources securely.
Skilled in automation and scripting, I streamline processes and reduce errors, standardizing procedures and creating documentation for smooth transitions. I focus on the reliability and performance of critical systems through proactive monitoring to minimize downtime and meet service level agreements. I am dedicated to continuous learning and innovative solutions that enhance growth and efficiency, helping organizations maximize their technology for significant results.
Overview
1
2
Azure Training
3
ITIL v3 Certified
4
HDI CSR Certified
Work History
VasoHealthcare
System Administrator
9 2018 - Current
Job overview
- Managed O365, Azure Cloud Security, Microsoft MDM, iPad Business Management Console, Office Suite Break-fix, Azure License Management, Veeam Replication and Backup deployment, and architecture management
- Handled Hybrid and Azure AD joined enrollment policy building, On-Prem and Microsoft Intune remote application, and GPO management
- Managed Trend Micro and Microsoft ATP security patch and schedule management, vSphere Host Management, VMs Systems admin, PowerShell Scripting, DSR, Device deployment, and Asset tag management
- Provided on-call support and process/procedure building
- Provided exceptional support during high-profile projects, contributing expertise on technology requirements and implementation strategies while meeting tight deadlines.
- Conducted comprehensive user training sessions on new software releases, fostering a culture of continuous learning within the organization.
- Served as a liaison between management and technical staff, translating complex concepts into actionable plans for non-technical stakeholders.
- Reduced downtime by proactively identifying potential system problems and implementing preventive measures.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
ImageQuest
Level 3 HelpDesk Support
01.2018 - 09.2018
Job overview
- Provided onsite and offsite support, Microsoft Office Suite support, Meraki firewall setup and support, vSphere administration, Hybrid and Azure Ad Joined MDM management, Active Directory On-Prem maintenance, Account/Security Group/ GPO management
- I handled technical writing and environmental assessment, patch update management, Microsoft Teams/ and Skype for business policy support and licensing management, remote support, VPN connection and troubleshooting, wire maintenance, printer server, and wireless printer support
- Mentored junior technicians, sharing valuable knowledge and best practices to enhance team capabilities overall.
- Boosted customer satisfaction rates by providing timely and effective technical support services.
- Delivered exceptional results under tight deadlines, completing urgent repair requests in a timely manner without compromising quality standards.
- Delivered reliable and secure IT infrastructure by adhering to industry best practices, aligning with organizational objectives and maintaining compliance with relevant regulations.
- Exceeded annual performance targets consistently throughout tenure as a Level 3 Technician, earning recognition from management for outstanding contributions.
ModusLink
IT Analyst
08.2017 - 01.2018
Job overview
- Provided onsite and offsite support, a ticket system with SLA, desktop and laptop imaging and upgrades, and Windows 7 and Windows 10 operating systems
- Migrations, backup, and patching Windows updates
- I handled SCCM 2012 and MDT tools to customize OS, desktop, and laptop, troubleshooting and rebuilding any physical damage, Microsoft Office Suite, 365, Azure, and Excel
- Power BI, PowerPoint, Word, Access Database
- Managed OST/PST repairs, backup, and recovery, Zebra printers, Direct Thermal and Thermal, RF Guns, Wavelink, and Telnet software upgrades and repairs, Active Directory, Add/Remove accounts, Joining
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
Dell Services
Helpdesk Support Tech for Homeland Security
06.2013 - 04.2014
Job overview
- Company Overview: Federal Gov
- Created and worked helpdesk tickets to resolution
- Monitored and troubleshot issues on the network
- Performed back-end network router and proxy/server web filter requests
- Managed security software and end-user education
- Performed post-resolution follow-ups to helpdesk tickets
- Federal Gov
Asurion
MTS (Mobile Tech Support)
08.2012 - 06.2013
Job overview
- Handled incoming calls from customers regarding their mobile devices
- Assisted customer with device setup and device education
- Provided customers with logical troubleshooting to resolve operation issues
- Used processes outlined and achieved First Call resolution standards
- Troubleshot mobile devices on all platforms (BBM, iOS, Windows, Android)
- Exchanged Active Sync – Calendars, Contacts, POP3, IMAP, TTL, SSL
- Maintained quality call standards as trained
- Maintained an average monthly response time standard
- Proactively found new technology trends and solutions for the knowledge base
Dell/Boeing
Help Desk Universal Agent
07.2011 - 08.2012
Job overview
- Assisted customers with diagnosis and problem resolution
- Maintained customer loyalty by treating customers with empathy and professionalism and resolving issues to satisfy the customer and the company
- Troubleshoot problems with DSL connections, modems, and home networks
- Educated customers on using filters and splitters, spyware, virus, and spam removal
- Diagnosed and corrected internet connections and computer issues via phone or person
- Configured internet browsers like Microsoft Edge, Mozilla Firefox, and Google Chrome
- Downloaded and installed USB and Ethernet drivers for internet connectivity
- Assisted customers with setting up, configuring, and installing LAN/WAN
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Developed rapport with customers, fostering long-term relationships built on trust and excellent service.
Genco
Electromechanical Repair Technician/Lead Troubleshooter
10.2010 - 07.2011
Job overview
- Troubleshot and diagnosed hardware and software issues for many Desktops and Notebooks
- Determined the most cost-effective course to repair systems
Windham Professionals
IT Analyst
4 2014 - 8 2017
Job overview
- Served as the sole IT Analyst at the site, supporting over 400 users and maintaining servers and LAN/WAN hardware devices
- Collaborated with other groups in the company to analyze and troubleshoot problems to resolution
- Maintained, supported, and expanded the Active Directory and LAN/WAN environment
- Designed network backup strategy and execution, working with antivirus vendors to design and roll out upgrades to end users
- Assisted in disaster recovery: archiving, backups, and restores, including backup tape rotation, disaster recovery solutions, and Data Archiving SAN replication
- Provided user account management and help desk support (including 24-hour emergency support) and support for the facility's user population
- Assisted in managing the WAN data communication equipment and services; PBX/Voice Mail system unrelated hardware/software
- Identified flaws or gaps in the systems or processes that would cause incorrect or delayed data performance
- Diagnosed problems through research, isolation, and resolution steps
- Answered incoming support emails and verbal requests
- Documented and tracked all activity on issues in a tracking system
- Identified the most common user issues and documented their solutions
- Monitored the status of unresolved tickets and communicated essential details to the submitter
- Supported and participated in the on-call schedule, troubleshoots, and resolved user and system connectivity issues during the on-call rotation, nights, and weekends
- Supported users through the timely resolution of IT tickets
- Provided Windows XP and legacy workstation support and troubleshooting
- Supported MS Office
- Set up and maintained peripherals, printers, scanners, etc
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
Education
Nashville Auto Diesel CollegeNashville, TN
Associate of Applied Science from Diesel Automotive Technology
01.2004 - 01.2006
Skills
TCP/IP protocols
undefinedCertificationsandawards
- Public Trust Security Clearance
- Employee of the month – Windham Professionals
- ITIL (ITS Infrastructure Library) Certification
- HDI-CSR (Help Desk Institute - Customer Service Representative)
- Highest Honors and Technical Excellence
- ASE Certification
- 100% Call Audit – Asurion
- 1st hired on new contract – Asurion & GSA
Qualifications Summary
Proficient in TCP/IP protocols, Router configuration (Cisco, Belkin, NetGear, Linksys, Meraki), Switches (HP/Linksys/POE/Patch), Wire maintenance/cable management, Proxy server management, Telnet, Wavelink (RF Guns), Experienced with Windows Server (2008r/2012/2016/2022), Windows (WIN7/WIN10/WIN11), Linux (Centos/Redhat/Ubuntu/Mint), Skilled in handling desktop/laptop/mobile devices, Assembling/disassembling PCs, Installation, testing, troubleshooting, repair, Cable management, Printer setup (HP, Zebras, Brothers, etc.), Knowledgeable in Syntax, RSA Management System (key fob), Two-step verification, Antivirus software deployment, VPNs, Firewalls, Pulse, Barracuda, Microsoft Intune, MobileIron, Proficient in Mitel Admin Tool, Sip Phone System, Skype, Avaya, Microsoft Teams, Experienced with Exchange Management Console, Active Directory, Printer Management, Tyco Management System, Maas 360, Windows Deployment Server, E-Collection, Titanium, DAKCS, Intune Company (Mobile Application), Active Management Tools, Lockout Status (Active Directory Plugins), Azure Portal, M365 Admin Portal, Veeam Management Console, Rubrik Back Management Portal
Accomplishments
- Designed and implemented a comprehensive ticketing system to streamline IT service requests, incident tracking, and resolution workflows, improving response times and customer satisfaction.
- Developed and tested a robust disaster recovery plan to ensure business continuity, including data backup strategies, failover procedures, and recovery time objectives (RTOs).
- Executed security hardening measures across systems and networks by applying best practices, patch management, access controls, and vulnerability remediation to reduce risk exposure.
- Planned and deployed scalable network architecture tailored to organizational needs, incorporating redundancy, segmentation, and optimized traffic flow for enhanced performance and reliability.
- Coordinated cross-functional teams during network rollout phases to ensure minimal disruption and alignment with security and compliance requirements.
- Integrated monitoring and logging tools within network infrastructure to proactively detect and address potential security threats and operational issues.
- Documented all processes and configurations to support ongoing maintenance and future scalability of IT infrastructure.
Certification
ITIL, HDI CRM, Azure Fundamentals, Veeam COC,
Interests
Supporting my family better
Meeting my goals
Living a healthier life.
I have a blog site I built and run.
Software
Microsoft Office Suite
ChatGPT, OpenAI, Clade, Prompt Builder
Veeam Backup and Recovery
Jira Ticketing System
Microsoft Teams
Zoom
SmartSheet
VMworkstation
VSphere
Rubrik
Active Directory
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceHealthcare benefits401k matchLanguages
English
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Websites
Timeline
Level 3 HelpDesk Support
ImageQuest
01.2018 - 09.2018
IT Analyst
ModusLink
08.2017 - 01.2018
Helpdesk Support Tech for Homeland Security
Dell Services
06.2013 - 04.2014
MTS (Mobile Tech Support)
Asurion
08.2012 - 06.2013
Help Desk Universal Agent
Dell/Boeing
07.2011 - 08.2012
Electromechanical Repair Technician/Lead Troubleshooter
Genco
10.2010 - 07.2011
Nashville Auto Diesel College
Associate of Applied Science from Diesel Automotive Technology
01.2004 - 01.2006
System Administrator
VasoHealthcare
9 2018 - Current
IT Analyst
Windham Professionals
4 2014 - 8 2017
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