Shane J. Paulson
Sierra Vista,AZ
Summary
My career objective is to obtain a position where my experience, education, and resourcefulness will be maximized to support operations and goals.
A Service Desk Technician Level 2 with Abacus Solutions Group LLC with an active Secret Security Clearance, supporting the AESD mission globally, based out of Fort Huachuca, Arizona. Responsible for the implementation of procedures within the workplace under the direction of the supervisors and Director of Operations of the company, Service Desk Technician is an integral part of the functionality of the systems within the AESD mission, ensuring support and troubleshooting of any customer issues. Currently pursuing higher education and certifications as well as new opportunities within the cybersecurity field.
Overview
1
1
Certification
5
5
years of post-secondary education
2027
2027
years of professional experience
Work History
Service Desk Technician Level 1 & 2
Abacus Solutions Group LLC
Fort Huachuca, Arizona
05.2025 - Current
- Using effective communication to uncover customer issues or requests as well as provide troubleshooting and resolving customer issues.
- Working closely with leadership such as TMs and CRMs to resolve issues within a timely manner.
- Actively assisting in chats/in office to help other agents resolve issues or provide guidance to assist.
- Proficiency in Active Directory (Creating, Editing, Enabling, unlocking accounts, OU management, etc) on NIPR/SIPR.
- Works as a PAW admin to assist with Entra and Intune related issues.
- Proficiency in acting as an entitlement manager in DEPO to provision emails and create NPEs on NIPR/SIPR.
- Proficiency in Ivanti servers as well as Purebred managed devices.
- Usage of Excellent ticket Hygiene to ensure proper visibility and integrity of tickets.
- Ability to properly identify and implement proper business services in compliance with proper procedures.
- Ability to properly escalate and follow-up with vendors such as DISA/Apple on behalf of customers to ensure results.
- Assisting with development of groups of fresh agents. (Instructing agents on ticket hygiene and business services, preforming “mock call” situations for new agents to troubleshoot)
- Assists with monitoring of tickets within queues to prevent breaks in Service Level Agreements.
- Maintains Professional as well as calm and collect demeanor while working with Military, Civilian, and Contractor personas.
Stocking Team 2 Associate
Walmart
Sierra Vista, AZ
- Assisted customers with product inquiries and store navigation.
- Maintained cleanliness and organization of merchandise displays.
- Stocked shelves with new inventory and ensured proper product placement.
- Unloading of daily merchandise delivery trucks.
- Certified on power equipment (Electric pallet Jack, Forklift, etc)
- Ran the back room as stand in Team Lead.
- Assisted in other departments (Online Order fulfillment, Frozen/Dairy, Stocking Team 1)
- Supported team members in daily operational tasks and projects.
Assistant Manager / Senior Assistant Manager / Theater Technology Assistant
Cinemark 10
Sierra Vista, Arizona
11.2019 - 03.2024
- Responsible for rounds of hiring as well as employee development.
- Managing groups of people to accomplish goals in a specific timeframe.
- Responsible for key handling
- Responsible for dealing with difficult guest interactions and diffusing difficult situations as needed.
- Ensuring employees are always safe, properly dressed for the position, as well as properly trained how to handle situations when needed.
- As Theater Technology Assistant, upkeep and maintenance of all technology throughout the building.
- Responsible for ordering from and Upholding regular communication with vendors.
- Responsible for placing tickets of repair or replacement for things around the building.
- Regular building maintenance
- Ability to fully run the building
Education
In Progress - Business Management
Cochise College
Sierra Vista, Arizona 09.2019 - 01.2021
High School Diploma -
Buena High School
Sierra Vista, Arizona 08.2015 - 05.2019
Skills
- Microsoft Intune
- Army Unified Directory Services
- Microsoft Windows
- MacOS
- Microsoft Active Directory
- DEPO
- AVS
- GDS
- AESMP
- eMASS
- ACAS
- ICAM
- Ivanti
- Communication skills
- Managing groups
- Interviews & Hiring
- Troubleshooting
- Customer Service
- Team Motivation
- Employee Development
Clearance
Active Secret clearance
Certification
- CompTIA A+
- ITIL v4 Foundations
- Microsoft EndpointAdministrator Certification (MD-102)
- CompTIA Security + (In Progress)
Timeline
Service Desk Technician Level 1 & 2
Abacus Solutions Group LLC
05.2025 - Current
Assistant Manager / Senior Assistant Manager / Theater Technology Assistant
Cinemark 10
11.2019 - 03.2024
In Progress - Business Management
Cochise College
09.2019 - 01.2021
High School Diploma -
Buena High School
08.2015 - 05.2019
Stocking Team 2 Associate
Walmart