SHAWN GRAY DALTON

• Results-driven IT leader with a proven track record in managing large-scale technology operations, service delivery, and cross-functional teams.
• Expertise in ITIL-based service management, endpoint infrastructure, and strategic budgeting to support organizational goals.
• Adept at aligning IT services with business objectives while driving operational efficiency and user satisfaction.
• Lead and manage Service Desk, Hardware Technology, and Device & Configuration Management teams, ensuring effective support and timely issue resolution across the organization.
• Implement and oversee ITIL-aligned processes including incident, problem, and change management; maintain SLA compliance through robust ticketing system governance.
• Supervise and mentor a diverse team of IT professionals, including service desk specialists, desktop technicians, and system administrators.
• Develop and execute strategies that align with organizational OKRs as outlined by executive IT leadership.
• Manage annual software budgets exceeding $1.8M (Autodesk, Microsoft EA/CSP), and hardware budgets over $3.8M, including vendor relations and contract negotiations.
• Drive continuous improvement initiatives related to technology upgrades, service rollouts, and emerging tech evaluations for ROI and business alignment.
• Ensured endpoint security compliance, oversee patch management policies, and support internal and external audit readiness.
• Foster strong relationships with internal stakeholders to ensure IT solutions meet evolving business needs and expectations.
• Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
• Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
• Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
• Effectively managed vendor relations to secure competitive pricing on parts and supplies needed for daily operations.
• Analyzed service reports to identify areas of improvement.
• Defined clear targets and objectives and communicated to other team members.

• Serve as a Team Leader managing a Service Desk team and a Hardware Technology team.
• Primary job function to work in a Help Desk atmosphere and assist end users with hardware and software troubleshooting.
• Developed and maintained Microsoft Endpoint Configuration Manager (SCCM/MECM) to create and deploy operating systems images to computers and packaging software for network deployment.
• Experience with creating an SCCM/MECM environment and migrating data from a different site.
• Eight years of experience creating customized operating systems (Windows 7, 8.1 and 10) based on business needs using SCCM/MECM and Microsoft Deployment Toolkit.
• Utilized Microsoft SCCM/MECM for packaging Windows updates and third-party software updates to deploy to client computers.
• Creation and management of a Cloud Management Gateway (CMG).
• Creation and management of Tenant Attached.
• Management of Azure portal.
• Create application packages for deployments of commercial off the shelf software and internally distributed software using SCCM/MECM.
• Creating custom PowerShell scripts and building GUI tools in PowerShell to aid Helpdesk personnel with troubleshooting.
• Responsible for packaging, deploying, managing and administrating Office 365.
• Solely responsible for creating and maintaining Group Policy in regard to Operating Systems and software.
• Responsible for building a Microsoft BitLocker Administration and Monitoring infrastructure and by formulating the means to deploy BitLocker across the organization.
• Responsible for implementing and managing Microsoft Intune, mobile device management system, iOS devices (iPad/iPhone) and Windows computers.
• Observed and maintained document control of computer maintenance with third-party contractors and manufacturers.
• Perform hardware repairs for computers and mobile devices such as iPads.
• Assisted in maintaining positive control and accountability for IT equipment.
• Provide on the job training and served as lead for junior personnel.
• Provided end-user training and understanding of complicated software and hardware.
• Proficient in Windows 7, 8.1, 10, iOS and Android OS.
• Monitor and diagnose incident and problem tickets for proper routing to the correct resolution group and the initiation of the business continuity and incident management processes.
• Notify and dispatch proper resources to rectify any incidents and make proper notifications per any pertinent SLAs.
• Troubleshoot and resolve network hardware and software issues.
• Create or modify Knowledgebase and training documentation through SharePoint.
• Use of SolarWinds Web Help Desk and ManageEngine ServiceDesk Plus system to document, prioritize, and track requests.
• Answer questions or resolve technology issues following procedures; documenting cause and actions taken.
• Create accounts in Active Directory, MS Exchange and Azure.
• Create/manage/troubleshoot ShoreTel/Mitel phone accounts and hardware.
• Install PCs, thin clients, printer, scanners and other related hardware as needed.
• Primary contact to answer requests via the Helpdesk phone line, walk-in requests, voice mail, and email.
• Supervised and assigned job duties to six direct reports of Level 1 and 2 technicians.

Squad Leader, under combat, as a Senior Combat Medic for an Infantry Company.