Shane Dunkleberger
Parkville,MD
Summary
Astute IT Support Professional with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
12
12
years of professional experience
Work History
IT Support Specialist
Eastern Lift Truck
01.2022 - Current
- Administered company applications, including Microsoft 365 Suite, Forticlient VPN, SharePoint, and service applications, ensuring seamless daily operations for 200+ users.
- Developed SharePoint and Microsoft List Automations with Microsoft Power Automate and Microsoft Forms integration.
- Administered Microsoft Entra Environment including setup and deployment for Salesforce SSO Application registrations and certificate management.
- Provided direct deskside support for users on network, hardware, application, and printing issues, resolving over 95% of tickets within SLA timeframes.
- Assisted IT Management with process engineering and development of user guides and SOPs, streamlining onboarding and support procedures for users.
- Executed projects including VPN and 2FA deployment, and ERP software procurement, improving security and optimizing business processes.
- Resolved end-user hardware, software, and connectivity issues across office and field locations.
- Administered user accounts, password resets, and access permissions within Microsoft 365 environment.
- Tracked support requests in ticketing system, ensuring timely updates and accurate resolution notes.
- Guided employees through application use, device setup, and standard troubleshooting procedures.
- Documented recurring issues and improved support processes to reduce repeat service interruptions.
Junior Systems Administrator
ICSI
03.2021 - 01.2022
- Utilized ConnectWise Manage and Automate to enhance IT service delivery and automate routine maintenance tasks.
- Managed and created users in Active Directory, ensuring secure access and compliance with company policies.
- Troubleshot Microsoft and Apple OS applications and configurations, maintaining a 90% first-call resolution rate.
- Troubleshot Microsoft and Apple OS applications and configurations, achieving a 90% first-call resolution rate.
- Configured and deployed workstations remotely, facilitating efficient onboarding and reducing user downtime.
- Assisted in managing network and systems operations, supporting IT infrastructure at an MSP.
Junior Systems Administrator
Softrams LLC
01.2020 - 02.2021
- Supported Mac OS and Windows 10 user machines, resolved technical issues to maintain high user satisfaction.
- Supported Mac OS and Windows 10 user machines, resolving technical issues and maintaining high user satisfaction.
- Configured and troubleshot AWS secure tunnels, Workspaces, and EC2 for secure, reliable cloud access.
- Configured and troubleshot AWS secure tunnels, Workspaces, and EC2, ensuring secure and reliable cloud access.
- Developed and implemented Safe Agile practices as temporary IT Scrum Master to enhance team collaboration and project delivery.
Product Owner/Business Analyst
FEi Systems Inc.
02.2019 - 01.2020
- Owned product management responsibilities, driving vision and execution for Agile teams in DevOps and Database Administration, enhancing team alignment with strategic goals.
- Managed backlog authority for 2 new Safe Agile support teams, aligning team objectives with business priorities to support successful project outcomes.
- Conducted iteration planning sessions and backlog prioritization, increasing Agile team throughput by 15%.
- Participated in Program Increment Planning and Agile ceremonies, fostering cross-team collaboration and continuous improvement.
- Led daily development planning meetings and facilitated communication among team members and customers through MS Teams, Skype, and Outlook, ensuring clarity and collaboration.
Senior Desktop Administrator
FEi Systems Inc.
10.2014 - 02.2019
- Managed and resolved tickets through Web Help Desk Ticketing system, achieving 98% closure rate within SLA.
- Managed, created, and deployed software via Microsoft Systems Center Configuration Manager, streamlining updates and reducing deployment time by 30%.
- Deployed software via Microsoft Systems Center Configuration Manager, streamlining updates and cutting deployment time by 30%.
- Released company-wide software upgrades, including Visual Studio 2015, ensuring compatibility and minimal disruption to development teams.
- Coordinated company-wide software upgrades, including Visual Studio 2015, ensuring compatibility and minimizing disruption to development teams.
Education
Masters of Social Work - Social Work
University of Maryland Baltimore
Baltimore, MDBachelors of Social Work - Social Work
Lock Haven University of Pennsylvania
Lock Haven, PASkills
- SharePoint
- Application Support
- Microsoft 365
- Microsoft Entra
- Windows OS
- Mobile Device Support
- Power Automate
- Microsoft Lists
- End-user training
- Customer service
- Technical support
- Ticket management
- LAN
- User Experience Support
- TCP/IP
- Remote management
- Asset Management
- System Administrator
- Active Directory
- DNS
- Desktop Support
- System Admin
- Jira
- Operating Systems
- Software Troubleshooting
- System Administration
- Network administration
- Microsoft Windows Server
- Help Desk
- DHCP
- Azure
- OS support
- Remote support
- Asset management
- Symantec antivirus software
- Ticket management
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
IT Support Specialist
Eastern Lift Truck
01.2022 - Current
Junior Systems Administrator
ICSI
03.2021 - 01.2022
Junior Systems Administrator
Softrams LLC
01.2020 - 02.2021
Product Owner/Business Analyst
FEi Systems Inc.
02.2019 - 01.2020
Senior Desktop Administrator
FEi Systems Inc.
10.2014 - 02.2019
Masters of Social Work - Social Work
University of Maryland Baltimore
Bachelors of Social Work - Social Work
Lock Haven University of Pennsylvania