Kevin Shaffer
Toledo,OH
Summary
Experienced IT professional with strong troubleshooting skills and a track record of providing excellent customer service in technical support roles.
Overview
11
11
years of professional experience
Work History
IT Service Desk and Infrastructure Analyst
Concentric, LLC
Toledo, OH
10.2023 - 04.2024
- Assisted with migration of systems to new company/domain, and troubleshooting of post-migration issues
- Served as point of contact for administering user accounts in previous company domain during transition period.
IT Analyst
OnPoint Group (TEKSystems/Pomeroy)
Perrysburg, OH
10.2018 - 10.2023
- Configured various multi-function and label printers and managed print server
- Managed security permissions and scheduling report distribution in SQL Server Report Services (SSRS).
Global Service Desk Analyst
Owens-Illinois (Modis)
Perrysburg, OH
03.2018 - 10.2018
- Performed triage for incoming incidents and assigned tickets to the correct team through ServiceNow
- Demonstrated use of self-service processes to end users.
IT Support Specialist
Eastman & Smith Ltd.
Toledo, OH
06.2016 - 11.2017
- Served as first point of contact for all incoming Helpdesk tickets servicing approximately 130 users
- Imaged, configured, and deployed Windows 10 PCs for new users, and guided them through technology onboarding process.
IT Service Desk Administrator
NAMSA (Target CW)
Northwood, OH
03.2016 - 06.2016
- Provided end users deskside support, as well as remote assistance, for hardware and software issues in Windows 7 environment
- Managed user accounts, passwords, and security/distribution groups through Office 365 and Active Directory.
Configuration/Break Fix Technician
Eli Lilly (TEKSystems/Modis)
Indianapolis, IN
07.2013 - 03.2016
- Installed Win7 image and user-specific software on PCs for corporate campus personnel
- Provided end users immediate, on-the-spot troubleshooting at walk-up repair kiosk.
Education
Associate of Applied Science - Computer Information Technology (Networking)
Ivy Tech Community College
Indianapolis, IN05-2013
Skills
- Software/Hardware Troubleshooting
- Network Troubleshooting
- Windows 11 Imaging & Management
- Active Directory Administration
- Network Printer Management
- Process Documentation
APPLICATIONS
- ServiceNow
- Okta Administration
- O365 Administration
- Azure - EntraID
- Manage Engine - Desktop Central
- Cisco Meraki
- WorkspaceONE
- ServiceNow
- Amazon AWS
- SQL Server Reporting Services
- Druva inSync Administration
Timeline
IT Service Desk and Infrastructure Analyst
Concentric, LLC
10.2023 - 04.2024
IT Analyst
OnPoint Group (TEKSystems/Pomeroy)
10.2018 - 10.2023
Global Service Desk Analyst
Owens-Illinois (Modis)
03.2018 - 10.2018
IT Support Specialist
Eastman & Smith Ltd.
06.2016 - 11.2017
IT Service Desk Administrator
NAMSA (Target CW)
03.2016 - 06.2016
Configuration/Break Fix Technician
Eli Lilly (TEKSystems/Modis)
07.2013 - 03.2016
Associate of Applied Science - Computer Information Technology (Networking)
Ivy Tech Community College