IT Support Specialist with demonstrated expertise in technical troubleshooting across multiple operating systems and cloud applications. Proficient in using Zendesk and Jira to resolve user issues and document trends, driving improvements in support processes. Proven ability to enhance user experiences and streamline operations, eager to elevate technology support for finance teams at Netflix.
Hi, I’m
Brian Shelby
Mesa,AZ
Summary
Overview
7
years of professional experience
1
Certification
Work History
Arizona Department of Education
ESA Purchase Review Specialist
02.2025 - Current
Job overview
- Conduct 250 daily audits and compliance reviews for Empowerment Scholarship Accounts (ESA), identifying potential fraud, referral needs, and eligibility for account closure.
- Resolve purchasing compliance inquiries through HelpDesk tickets, phone support, and order submissions, effectively managing dynamic priorities.
- Analyze constituent concerns with internal databases and documentation tools to ensure adherence to program guidelines and validate compliance.
- Collaborate with team leads and management to escalate complex cases while maintaining service-level goals and supporting ongoing training initiatives.
- Assist ESA leadership in preparing detailed data reports and operational metrics to contribute to informed decision-making and program efficiency.
CCS Presentation Systems
AV/IT Installation & Support Technician
01.2024 - 08.2024
Job overview
- Installed and tested complex integrated systems on 10 - 15 monthly projects, ensuring proper wiring and hardware functionality to support seamless technical operations.
- Configured and evaluated audio processors, video matrix switchers, displays, and other AV components to optimize performance and reduce the need for additional specialist intervention.
- Maintained detailed daily logs and paperwork, including time sheets, installation worksheets, and Red Line drawings, to support accurate record-keeping and timely project updates.
- Labeled and organized cable installations to facilitate efficient setup modifications and routine maintenance while demonstrating technical troubleshooting acumen.
TicketManager
Software Support Specialist
09.2021 - 01.2024
Job overview
- Provided primary technical assistance via Zendesk and Outlook, addressing customer inquiries across multiple accounts and ensuring customer satisfaction above 98%.
- Enhanced internal operations by developing new processes for mass data imports using Confluence and Excel, showcasing robust documentation and process documentation skills.
- Documented and categorized technical issues and bug trends using established protocols in Jira, contributing to improved incident management and continuous user experience improvement.
- Trained new hires and customers on system functionalities with tools such as Confluence, Jira, Excel, and Trello, leveraging cloud applications support and SaaS applications support expertise to elevate team performance.
eXp Realty
Realtor
09.2022 - 07.2023
Job overview
- Assisted clients in property transactions by providing market analysis, conducting property showings, and facilitating negotiations.
- Prepared and maintained detailed property listings to enhance accurate market representation and attract potential buyers or tenants.
- Delivered expert consultation on market trends, pricing strategies, and legal requirements to ensure compliance with real estate standards.
Keller Williams Sonoran Living
Realtor
11.2021 - 09.2022
Job overview
- Guided clients through property transactions including buying, selling, and leasing, supported by market analysis, property showings, and negotiations.
- Managed comprehensive property listings to ensure accurate representation and effective marketing strategies.
- Offered expert advice on market conditions, pricing, and legal requirements, ensuring adherence to relevant real estate laws and regulations.
Peaks Audio Productions
Lighting, Sound, and Video Technician
03.2018 - 03.2020
Job overview
- Collaborated with production staff to enhance performance quality by seamlessly integrating lighting, sound, and video elements.
- Adhered to best practices and safety protocols during equipment installations to maintain reliable operation of projectors and speakers.
- Set up and fine-tuned lights, cameras, and speakers using industry standards, ensuring compliance with on-site requirements and optimal audio-visual output.
- Aided in improving quality assurance processes for incoming and outgoing project equipment, which led to a 15% increase in efficiency and turnaround.
Education
Full Sail UniversityOnline
Certificate from Audio Arts
05.2024
University Overview
GPA: 4.0
Northern Arizona UniversityFlagstaff, AZ
Bachelor of Arts from Theatre Design and Technology, Business Minor, Japanese Minor
05.2018
University Overview
GPA: 3.38
Skills
- Technical Troubleshooting
- Cloud Applications Support
- SaaS Applications Support
- Microsoft Office
- Windows OS
- Apple Hardware Knowledge
- Mobile Devices Knowledge
- Process Documentation
- Robust Documentation
- Zendesk
- Slack
- Teams
- RingCentral
- Phone
- Chat
- Email Multitasking
- Production Industry Experience
- Prior Vendor Relationships
- B2B Software Development
- Web Point-Of-Sale
- User Experience Improvement
- Fluency In English
- Logic Pro
- Pro Tools
- Task delegation
- Application support
- User training
- Software testing
- Customer support
- Remote support
- Ticket management
- Bug reporting
- Creative issue resolution
Accomplishments
Accomplishments
- Lumberjack Scholarship
- Gates Millennium Scholarship
- Full Sail New Momentum Scholarship
- Level 2 Japanese Teacher's Assistant @ NAU
Certification
- Build Your Drupal Skills Training - Issued Apr. 2025
- HTML Essentials (2020) Training - Issued Apr. 2025
- Pro Tools Essentials Training - Issued Apr. 2025
- Outlook: Efficient Email Management (2022) Training - Issued Apr. 2025
- Real Estate Salesperson License - Issued Oct. 2021, Exp. Oct. 2025
Languages
English
Native or Bilingual
Japanese
Elementary
Timeline
ESA Purchase Review Specialist
Arizona Department of Education
02.2025 - Current
AV/IT Installation & Support Technician
CCS Presentation Systems
01.2024 - 08.2024
Realtor
eXp Realty
09.2022 - 07.2023
Realtor
Keller Williams Sonoran Living
11.2021 - 09.2022
Software Support Specialist
TicketManager
09.2021 - 01.2024
Lighting, Sound, and Video Technician
Peaks Audio Productions
03.2018 - 03.2020
Northern Arizona University
Bachelor of Arts from Theatre Design and Technology, Business Minor, Japanese Minor
Full Sail University
Certificate from Audio Arts
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