Gavin Shaw
Knoxville
Summary
Dedicated IT Help Desk Specialist with a proven ability to resolve technical issues efficiently. Currently pursuing CompTIA Network+ certification to deepen expertise in networking. Skilled in VPN configuration, IP address management, and network troubleshooting using tools like Wireshark. Seeking a network-focused role to leverage technical skills and grow as a networking professional.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Support Specialist
21st Mortgage
11.2023 - Current
- Manage and prioritize 200+ support tickets monthly with a 95% first-time completion rate.
- Perform telecommunications troubleshooting and configuration, supporting both end-users and company infrastructure.
- Collaborate with cross-functional IT teams to implement solutions and enhance system reliability.
- Assist in replacing Storage Area Networks (SANs) in data centers, ensuring minimal downtime and data integrity.
- Manage storage and organization of backup tapes in the data center, maintaining compliance with retention policies.
- Configure and support VPNs for internal customers, ensuring secure and reliable remote access.
- Administer Active Directory, including user account management, group policies, and access control.
- Troubleshoot and maintain Mitel telecommunications systems, resolving VoIP and connectivity issues.
- Manage two-factor authentication (2FA) software, enhancing security and access control for team members.
Financial Counselor
21st Mortgage
09.2022 - 08.2023
- Guide customers in financial planning, achieving sustainable solutions through tailored strategies
- Address financial issues, ensuring long-term stability and customer satisfaction with effective solutions
Education
Bachelor of Science -
University of Tennessee
05.2022
Skills
- Troubleshooting IP address conflicts
- Connectivity issues
- Creating documentation
- Experience with switches
- Experience with access points
- Proficient in remote support tools
- Managing Active Directory (AD) objects
- User accounts management
- Permissions management
- Simulated network topologies
- Router configurations
- Switch configurations
- Data integrity
- Compliance with company protocols
Certification
Network+ (N10-009) at CompTIA - (In-Progress)
Personal Information
Title: IT Network Specialist
Timeline
IT Support Specialist
21st Mortgage
11.2023 - Current
Financial Counselor
21st Mortgage
09.2022 - 08.2023
Bachelor of Science -
University of Tennessee
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