Summary
Overview
Work History
Education
Skills
Certification
Timeline
Shanae Hill

Shanae Hill

Moreno Valley,CA

Summary

Dedicated IT Services Support Specialist with over 9 years of experience delivering exceptional technical assistance and solutions to diverse clients. Proficient in diagnosing, troubleshooting, and resolving complex hardware and software issues. Adept at providing timely and effective technical support while maintaining a high level of customer satisfaction. Skilled communicator with a proven track record of collaborating cross-functionally to ensure seamless IT operations. Recognized for CIS Python Programming certification.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Services Support Specialist

Stride
Moreno Valley, CA
06.2022 - Current
  • Provided exemplary assistance and insight for those using computer network.
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations..
  • Used remote login tools to assist clients with technical and product questions.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Discussed curriculum changes with department staff and principals to facilitate action plans.
  • Assisted customers with various types of technical issues via email, live chat and telephone.

Desktop Support Specialist

Crittenton Services for Families and Children
Pomona, CA
04.2019 - 06.2022
  • Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.
  • Tracked hardware assets, ordering equipment to maintain accessible inventory.
  • Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
  • Participated in maintaining approved vendor lists for hardware repairs, advising internal and external personnel on providers of replacement parts.
  • Managed remote backup and restoration services for new and replacement systems, maintaining consistent data integrity and transmission compliance with Crittentons policies.

Technical Lead

Crittenton Services for Families and Children
Fullerton, CA
01.2016 - 04.2019
  • Trained technical personnel according to company and industry standards.
  • Troubleshot and resolved problems with programs and systems.
  • Developed work teams and delegated tasks according to employee strengths.
  • Connected with clients to identify needs and provide helpful solutions.
  • Determined technical requirements for projects and set work deadlines.
  • Evaluated staff progress and performed corrective actions to optimize team workflow.

IT Specialist

Allied Barton
Riverside, CA
02.2015 - 01.2016
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.

Education

Bachelor of Science - Cybersecurity

University of Phoenix, Ontario, CA
06.2024

Associate of Science - Criminal Justice

Platt College - Riverside, Riverside, CA
06.2013

Skills

  • Technical Support
  • Data Recovery
  • User Support
  • Product Troubleshooting
  • Issue Troubleshooting
  • Customer Service
  • Technical Troubleshooting
  • Active Directory Knowledge
  • Scripting Languages
  • Troubleshooting and Diagnostics
  • Remote Support
  • Technical Writing and Documentation
  • Helpdesk Support

Certification

  • Python Programming Training - 2022

Timeline

IT Services Support Specialist - Stride
06.2022 - Current
Desktop Support Specialist - Crittenton Services for Families and Children
04.2019 - 06.2022
Technical Lead - Crittenton Services for Families and Children
01.2016 - 04.2019
IT Specialist - Allied Barton
02.2015 - 01.2016
University of Phoenix - Bachelor of Science, Cybersecurity
Platt College - Riverside - Associate of Science, Criminal Justice

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Shanae Hill