Christian Shaw

• Managed client relationships during deployment phases, addressing concerns promptly to enhance customer satisfaction.
• Reduced downtime during deployments by closely monitoring performance metrics and proactively addressing issues.
• Provided technical expertise in the design and implementation of customized software applications.
• Proved successful working within tight deadlines and a fast-paced environment.
• Coordinated deployments of new software, feature updates and fixes.
• Developed and maintained documentation for cybersecurity processes and incidents.
• Led team meetings to review incidents, fostering a culture of continuous improvement.
• Implemented best practices for compliance with industry standards and regulations.

Achievements

• Promoted a culture of security awareness through regular training sessions, presentations, and workshops for employees at all levels.
• Developed documentation for technical procedures, ensuring compliance with industry standards and facilitating knowledge transfer.
• Streamlined deployment processes by integrating automation tools, reducing implementation time and increasing consistency.
• Collaborated with cross-functional teams to develop comprehensive deployment plans, ensuring successful project completion.

Tools

• Rapid 7 Incident Vulnerability Management
• Rapid 7 Incident Detection Response
• Abnormal Email Security
• Wizer End User Training Platform
• Azure Entra ID
• Intune Admin Center
• Microsoft 365 Admin Center
• Sentinel One - Endpoint Detection Response
• Monday.com - Project Management Tool
• IT Glue - Documentation Tool

• Collaborated with cross-functional teams to identify requirements, design solutions, and deliver integrated systems that met business needs.
• Ensured seamless user experience by conducting thorough testing of integrated systems before deployment.
• Increased system reliability by proactively monitoring and maintaining integrations, performing routine updates as necessary.
• Achieved successful project completion by consistently meeting deadlines and adhering to budget constraints while maintaining high-quality work standards.
• Attended meetings and took on leadership role as point of contact or stakeholder for projects.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Managed installation, upgrade and deployment projects and provided technical direction for support technicians.
• Facilitated knowledge transfer among team members by creating comprehensive documentation on integration processes and best practices.
• Communicated with internal technical support to investigate and fix technical issues.

Achievements

• Led team of engineers in providing design and engineering solutions to various clients
• Mentored junior team members, fostering professional growth and increasing overall team efficiency.

Tools

• Azure Active Directory
• Intune Admin Center
• Microsoft 365
• Sentinel One - Cloud Based Endpoint Report Tool
• Printix - Cloud Based Print Que Tool
• ScreenConnect - Remote Support Tool
• Monday.com - Project Management Tool
• Service Now - Project Management Tool
• IT Glue - Documentation Tool

• Responsible for maintenance, configuration, and reliable operation of computer systems, servers, and virtualization
• 24x7 on-call rotation and planned maintenance activities after hours and on weekends
• Create and maintain technical documentation to include both system reviews, recommendations, and best practices
• Work with Chief Technology Officer to prepare long-term plan for capital projects based on business goals and IT road-map
• Travel to client sites to perform proactive and reactive network support services
• Plan, design, implement, policy procedures for change, problem, and incident management
• Experience troubleshooting Level 2 and Level 3 system incidents
• Experience building out new systems and upgrading systems
• Utilize security monitoring and analysis tools to inform of potential cybersecurity issues or breaches
• Document policies in regards to endpoint security
• Install, configure, troubleshoot Cisco routers and switches
• Manage VMware environment and implement upgrades, new deployments and architectural changes

Achievements

• Successfully implemented Imprivata One-Sign allowing end users to use zero touch function for signing into zero clients and PC workstations. Implementation included virtual appliance configuration within VCenter, horizon VDI pool for zero clients, Disaster recovery procedures regarding fail-over from horizon VDI connection server to azure. Trained help desk team in enrolling end users into Imprivata. Successfully obtained Imprivata system administration certification.
• Developed Imprivata disaster recovery plan. This resulted in fail over and backup processes successfully designed to minimize downtime to strengthen availability to staff.
• Documented standard operating procedures in regard to Microsoft 365 Security Alerts. Allowing operations team and end user computer team to operate as security operations center monitoring, investigating and task tracking alerts involving servers and endpoints.
• Implemented secure network connectivity to school based health centers . Allowing nurses and other health practitioners to utilize network devices such as data loggers which are used to contain vaccines, workstations and network connection to dental van for students.

Tools

• Service Now - Ticketing System
• Logic Monitor - Alert Monitoring Tool for Servers
• Jira - Agile Project Management Tracking Too
• Windows Server Update Service - Patching Tool
• VSphere - VCenter, VMware Horizon
• Teradici - Zero Client Management Console
• Imprivata - Zero Touch Authentication Management
• Azure Advanced Threat Protection - Threat Protection Solution

• Configured hardware, devices and software to set up work stations for employees.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Installed and upgraded Enterprise and third party software.
• Evaluated latest technology innovations and adopted cost-effective, useful solutions.
• Managed onboarding and offboarding of employees.
• Kept software licenses current for computers and mobile devices.
• Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.

Achievements

Trained senior executives and middle management with Microsoft Office 365 and One Drive. Training showed rapid growth of file sharing and file management using Office 365. Especially with OneDrive since it was decided to migrate from folder redirection. This result showed increase of availability to files from Office 365 . Allowing remote work experience to be seamless and versatile.

Tools

• Manage Engine Desktop Central - ( Software Deployment, Remote Control, Asset Management, Patch Management)
• Malwarebytes Cloud Endpoint ( Detection System, Quarantine Console, Application Inventory, Endpoint Protection)
• Active Directory Services - ( Users and Computers, Domains and Trusts, Administrative Center)
• Server Administration Tools - (DHCP Console, Active Directory, Group Policy Management)

• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Performed tests of functionality, security and performance of different workstations and devices.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Managed, supported, network printers, scanners, mobile devices, both remotely and on-site for end users.
• Maintained user account information including rights, security and system groups through active directory.
• Problem solved ticket issues through Alloy Navigation ticket system.
• Repaired, re-imaged PC desktops.
• Specialized with vendors and mobile communications subsidiaries to fulfill orders on tablets, laptops, phones, switches, Wireless access points and other related devices
• Dispatched assistance throughout various company sites and residences.
• Installed and replaced wireless devices, routers, network switches, printers, scanners, desktops and laptops.