Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Shanarik McNeal

Montgomery,AL

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

19
19
years of professional experience

Work History

Computer/IT Service Specialist

Freelance
09.2004 - Current
  • Perform successful diagnosis, repair, and building of desktop and laptop computers; PC wiring; networking and cabling, System /OS - Windows 98, ME, XP, Vista, 7, 9, 10, HTML, DHCP, WINS, DNS, Word, Excel, Office, Adobe installation and repair, wireless internet/network, security and telecommunication systems.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems of over 500 clients.
  • PC assembly and repair.
  • Perform and effectively complete upgrades and installations of computer and security equipment for clients in 4 different states.

IT Technician, Senior

State Of Alabama State Banking Department
11.2019 - 06.2022
  • Helped streamline repair processes and update procedures to support action consistency.
  • Streamlined helpdesk operations by implementing efficient ticketing practices that prioritized incoming requests based on urgency and impact on business operations, increasing productivity by 15%.
  • Oversaw successful implementation of company-wide VoIP system, improving call quality and reducing telecommunication expenses.
  • Managed approximately 35 incoming calls, emails, and faxes from personnel daily.
  • Maintained up-to-date documentation of all IT assets, including hardware inventory, software licenses, warranties, and maintenance contracts.

IT Systems Technician

ABS Technologies
10.2018 - 10.2019
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Established, repaired, and optimized networks by installing wiring, cabling, and devices for over 50 local businesses and companies.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Diagnosed and resolved hardware, software, and network issues for end-users.
  • Performed troubleshooting, and repaired peripheral devices such as printers, scanners, landlines, and smartphones.
  • Evaluated emerging technologies for potential implementation within organization, keeping abreast of industry trends to maintain competitive edge in IT services provided by company.

Administrative Assistant/ LPO/ LSA

State Of Alabama Department Of Human Resources
08.2017 - 09.2018
  • Created and updated information into ServiceNow such as incidents, requests, problems, etc., providing remediation, resolution, and updates quickly and accurately.
  • Provided technical support and follow-up regarding all tickets with clients and personnel to ensure issues were resolved, clients were satisfied with results, and tickets were properly resolved with pertinent documentation and resolution.
  • Evaluated emerging technologies for potential implementation within organization, keeping abreast of industry trends to maintain competitive edge in IT services.
  • Set up PCs, projectors, and microphones in video conferencing rooms.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from approximately 20 end-users per day and patiently walked individuals through basic troubleshooting tasks.
  • Worked effectively in fast-paced environments.
  • Configured hardware, devices, and software to set up workstations for employees.

Education

Certification - Computer Systems Technician

United Education Institute
San Diego, CA
09.2004

No Degree - Aviation Ordinanceman

Chief of Naval Education And Training
Pensacola, FL
03.2000

Skills

  • User credential management
  • Interpersonal Skills
  • Software Patches
  • Computer Diagnostics
  • Operating System Proficiency
  • Staff education and training
  • Customer Communication and Empathy
  • Active Listening
  • Hardware and Software Repair
  • Security Protocols
  • Complaint resolution
  • Customer service expert

Affiliations

  • American Legion Centennial Post 2019
  • Navy Veteran

Timeline

IT Technician, Senior

State Of Alabama State Banking Department
11.2019 - 06.2022

IT Systems Technician

ABS Technologies
10.2018 - 10.2019

Administrative Assistant/ LPO/ LSA

State Of Alabama Department Of Human Resources
08.2017 - 09.2018

Computer/IT Service Specialist

Freelance
09.2004 - Current

Certification - Computer Systems Technician

United Education Institute

No Degree - Aviation Ordinanceman

Chief of Naval Education And Training

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Shanarik McNeal