Shane L. Hill
Nedrow,USA
Summary
Well-rounded educational background, including hands-on training in computer operations, and providing end user & back-end technical support. Strong digital mathematics, adept at troubleshooting and resolving problems. Excellent communications and interpersonal skills, proven ability to interact effectively with all levels of senior management, staff, and clients. Well organized and detail-oriented. Capable of coordinating varied assignments and responsible with maximum efficiency and accuracy, from beginning until completion.
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Overview
31
31
years of professional experience
Work History
Technical Support Engineer
Field Nation
Syracuse, NY
05.2024 - 05.2025
- Provided technical support for software applications, resolving issues efficiently and enhancing user experience.
- Diagnosed hardware and software problems, systematically troubleshooting to minimize downtime for clients.
- Documented support processes and created knowledge base articles, improving team resource accessibility.
- Collaborated with cross-functional teams to identify recurring issues and implement long-term solutions.
- Led initiatives to streamline ticketing processes, resulting in improved response times and customer satisfaction.
- Analyzed user feedback to refine product features, contributing to enhanced functionality and usability.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Client Support Specialist I
Health Current
Phoenix, AZ
05.2020 - 10.2020
- Provide support and assistance to Arizona’s only Health Information Exchange (HIE) system and its participants during the COVID-19 crisis, and year round day-to-day business. Directly support two account managers, and a Client Support Specialist II while mentoring under their guidance and support of Health Current’s participants by HIE support inbox, direct and secure email, for portal access by maintaining open communications via phone calls, providing solutions or walkthrough virtually using Microsoft Teams application and OneNote utilizing Mirth Sign-On and Mirth Results, by aiding internal and external cases within Customer Relationship Management (CRM) with the setup of new, and ongoing alerts, including specialized COVID-19 alerts, ensuring participants have a boost to data quality and consistency across the entire state of Arizona during a pandemic is vital. Give feedback to leadership and other employees recommendations for process improvement and open to discuss processes internally and externally.
Help Desk Technician
Peak Systems & JPMChase
Phoenix, AZ
01.2019 - 05.2019
- Provide high level of support fast-paced multitasking environment. Responsible for meeting Service Level Agreements adhering to ticketing systems by opening, updating, scheduling child tickets, providing a follow-up, troubleshooting and resolving tickets. Reporting to several levels of management. Maintaining professionalism and delivery of services in a secured environment working with a wide range of contractors and vendors. Maintain communications with clients, and end users via Skype, Telephone, and email.
Help Desk Level II
Fields Consulting Group
Surprise, AZ
04.2018 - 07.2018
- Provide Level II remote desktop technical support to various companies BMW Dining Management applications, and MyDining software. Requires taking phone calls, opening tickets & provide troubleshooting, and following up with previous tickets. Scheduling other team members for follow up and past resolutions. Assisted help desk manager write departmental processes and procedures. Building, repair, and deploying Point-Of-Sale terminals.
Caregiver
Buckeye, AZ
09.2014 - 03.2018
- Reconciles and verifies incoming invoices, receipts, and credit card statements. Records and maintains a monthly budget. Responsible for scheduling, family member’s medical, dental appointments and transportation arrangements. Communicates with Doctor’s offices, third-party service providers for children’s special needs by email or phone calls. Process and submit insurance forms, medical forms, and student’s field trips. Completes a daily report for children’s activities. Explained fundamental hygiene principles and rendered bedside care to individuals who were ill.
Information Technology Consultant
Onondaga Nation Arena
Nedrow, NY
04.2014 - 09.2014
- Lead a project for a business for the Nation’s arena for an action shotz for Lacrosse players of 2015. Manage time, well to meet deadlines, and prioritize multiple tasks. Receive and inquire about business-to-business quotes for computers, digital cameras, digital printers, Mi-Fi and technical and non-technical peripherals. Teach non-technical employees how to operate and use new software and hardware.
Network Technician Level II
Hudson River Health Care
Beacon, NY
06.2009 - 12.2013
- Responsible for opening tickets with end users in addition to direct support of CEO’s Mac OSX, iPhone, iPad, 5LTE. Creation email accounts within Microsoft Exchange environment and Active Directory. Duties include technical writing of internal procedures and processes. Activation of mobile devices, cellular phones, tablets, laptops, and mi-fi devices. Maintaining inventory, deployment, and retrieval. Maintain copy codes, long distance access codes, and cellular assignment and deployment. Providing technical support for 700+ end-users including resolving daily technical problems from sign-on, password resets, software & hardware installations, troubleshoot and follow up ongoing technical issues.
Leader
Weight Watchers
Mid-Hudson Valley
04.2009 - 03.2011
- Lead meetings sharing member’s success accomplishing goals, achievements, and behavior changes. Educate and guide members for proper nutrition to reap the benefits of taking care of oneself. Management time of meetings starting, duration, helping members with motivation to members who face day-to-day challenges, and prepare for special occasions (holidays). Responsible for cash deposits, management of inventory.
Network Operations Center Technician
Cervalis
Wappingers Falls, NY
11.2005 - 02.2007
- Serve as initial contact for external customers about reporting technical support issues, monitor networks and creation of opening tickets assigning to appropriate team members. Responsible for opening tickets, updates and resolving tickets. If escalation procedures require after-hours contact place calls appropriately. Creation of weekly web reports of data utilization.
Instructor/Alumni Coordinator
Ridley-Lowell
Poughkeepsie, NY
11.2003 - 12.2004
- Monitor, lecture, and instruct students in a lesson plans, course syllabus, grade quizzes, tests, and exams. Recommend new Information Technologies to benefit educational institution by submitting costs, performance, and implementation requirements. Appointed as job placement coordinator for graduate students and maintaining a measurement of job placement.
Computer Consultant President/Operator
Moonbeam Computer Consulting
Poughkeepsie, NY
10.2002 - 11.2003
- Consult business and residential users with computer systems, POS systems, and peripherals. Provide software upgrades to XP Home Edition, XP Professional, and Norton Anti-Virus software. Assist hardware setup. Networking and Internet service providers.
Systems Management Integration Specialist
IBM, Global Services
Poughkeepsie, NY
07.1998 - 03.2002
- Provide 24 x 7 third level systems support using AIX 4.3.3. et al. on SP/2 & RISC/6000 systems. Installed software updates to AIX and SP/2, RISC/6000 servers. Responsible for coordinating with cross-departmental meetings for scheduled software/hardware updates utilizing a change and problem management application. Participate in daily team meetings for upcoming projects and providing a status for team progression. Redesigned team’s intranet website, team problems, and troubleshooting determination procedures & policies. Attend education classes at various locations, including diversity workshops.
Systems Management Integrator – Co–op
IBM, Global Services
Poughkeepsie/Somers, NY
05.1997 - 08.1997
- Assisted with ID: Creation and password resets. LAN administration, and security assessment plans. Provided administrative support for server build team by maintaining inventory database for IBM’s computer systems. Developed a database dictionary using DB/2 application. Volunteered for Thin-Client computing pilot.
Teachers’ Assistant
Syracuse University
Syracuse, NY
01.1997 - 04.1997
- Provide instructional support for Spring semester 1997, with DIALOG, LEXIS NEXIS, and DATASTAR databases. Guide students using both MAC and PC Microsoft Office Suite applications. Adobe PageMaker, and PASCAL Programming language. Assisted Professor with course required assignments. Graded student’s assignments, quizzes, and exams.
Information Technology Specialist
US Navy
Various locations
11.1994 - 10.1994
- Obtained and maintained a U.S. Top Secret Security clearance, with North Atlantic-Treaty Organization (NATO). Provide 24 x 7 support maintaining and secured communications within the US military. Responsible for creating, scanning and daily transmission of Top Secret, Secret and Confidential messages to be sent based on priority levels within the US military. Delivery of highest importance of messages to based upon a “needs to know” to the proper authorities. Maintain confidentiality of all communications within the department. Appointed security manager for the entire command of 1,200 plus military members of both Officers and members. Responsible for scanning military service record looking for any discrepancy that might not allow member to receive a security clearance needed upon job within that particular command. Establish a rapport with Department of the Navy Central Adjudication Facility (DONCAF). Responsible for filling out Federal forms to obtain security clearance level. Establish and maintain secured communications with Bureau of Naval Personnel (BUPERS)
Education
Master’s - Management of Information Systems
Marist College
Poughkeepsie, New York01.2008
Bachelor of Science - Information Resource Management
Syracuse University
Syracuse, New York01.1998
Diploma - Computer Repair Certificate
Computer Dynamics Institute
Virginia Beach, Virginia01.1994
Skills
- Office 365 Professional
- Office: Mac 2024
- Teamwork
- Word
- Excel
- Access
- PowerPoint
- FrontPage
- Publisher
- Pages
- Numbers
- Keynote
- PageMaker
- Track-It 9
- VNC
- VPN
- EClinicalworks (eCW)
- LogMeIn
- RISC/6000
- SP/2
- Ethernet
- Routers
- Gateways
- Patch Panels
- Tracer
- Mobile devices
- VOIP
- Video Teleconferencing
- Polycomm
- Windows 10
- Mac OS 10145 High Sierra
- Windows Active Directory
- AIX Ver 433
- DOS
- IOS 124
- SQL
- DB/2
- DIALOG
- LEXIS NEXIS
- DATASTAR
- Safari
- Internet Explorer
- Homepage Development
- Firefox
- Troubleshoot PC’s
- Peripheral devices
- Local Area Networks
- Protocols
- Standards
- OSI
- TCP/IP
- SNA
- ATM
- Firewall
- DHCP
- Static
- PASCAL
- UNIX
- Kornshell
- Six Sigma Lean
- Technical support
- Hardware configuration
- System troubleshooting
- Customer support
- Technical documentation
- Support system management
- Teamwork and collaboration
Timeline
Technical Support Engineer
Field Nation
05.2024 - 05.2025
Client Support Specialist I
Health Current
05.2020 - 10.2020
Help Desk Technician
Peak Systems & JPMChase
01.2019 - 05.2019
Help Desk Level II
Fields Consulting Group
04.2018 - 07.2018
Caregiver
09.2014 - 03.2018
Information Technology Consultant
Onondaga Nation Arena
04.2014 - 09.2014
Network Technician Level II
Hudson River Health Care
06.2009 - 12.2013
Leader
Weight Watchers
04.2009 - 03.2011
Network Operations Center Technician
Cervalis
11.2005 - 02.2007
Instructor/Alumni Coordinator
Ridley-Lowell
11.2003 - 12.2004
Computer Consultant President/Operator
Moonbeam Computer Consulting
10.2002 - 11.2003
Systems Management Integration Specialist
IBM, Global Services
07.1998 - 03.2002
Systems Management Integrator – Co–op
IBM, Global Services
05.1997 - 08.1997
Teachers’ Assistant
Syracuse University
01.1997 - 04.1997
Information Technology Specialist
US Navy
11.1994 - 10.1994
Bachelor of Science - Information Resource Management
Syracuse University
Diploma - Computer Repair Certificate
Computer Dynamics Institute
Master’s - Management of Information Systems
Marist College