Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Shane O'Driscoll

Philadelphia,PA

Summary

Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. 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

10
10
years of professional experience
1
1
Certification

Work History

IT Service Desk Analyst

Iss Solutions
03.2023 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created and maintained knowledge base of articles to enable informed service across support team.
  • Used data to build organizational knowledge base and made recommendations for program change and improvement.
  • Built and refined knowledge base to support external customer self-help as well as internal training support.

Floor Operator

Sigmapharm Laboratories, LLC
08.2017 - 03.2023
  • Measuring and interpreting values for product production
  • Organization and management of product and product ovens
  • Granulation, blending, milling, and discharge of product
  • Cleaning of all equipment
  • Encapsulation of materials into capsules
  • Supervision and delegation of tasks
  • Train floor personnel on all available equipment

Scanning Coordinator

Redner's Warehouse Markets
03.2015 - 08.2017
  • Carried out supervisory responsibilities in accordance with company policies and applicable laws while adhering to safe work practices
  • Worked with team members to improve performance and implement training updates
  • Responded to and resolved customer questions and concerns
  • Engaged in friendly conversation with customers to build rapport and facilitate repeat business
  • Delivered quality service by providing a warm and welcoming environment
  • Responsible for managing front end and making schedules for front end associates

Deb Shop
10.2014 - 01.2016
  • Acquired items from the warehouse in accordance with customer requests
  • Knowledge of the manual materials handling equipment (e.g
  • Carts, ladders, jacks, and dollies) used in receiving, storing, and shipping materials
  • Determined and executed proper storage methods, identification, and stock location based on space and availability

Education

Network And System Administrator Certificate

Community College of Philadelphia
Philadelphia, PA
04.2025

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JobWorks, Inc
01.2022

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New Foundation Charter High School
01.2016

Skills

  • Remote Support
  • Incident Management
  • Security awareness
  • Application support
  • Escalation management
  • Software Installation
  • Service support
  • Customer Service
  • System monitoring
  • Technical Support
  • User Support

Certification

  • CompTIA IT Fundamentals (ITF+)
  • CompTIA A+
  • Business Communication Certification - IBTA
  • Proficient in all aspects of Microsoft suite, ranging from Word to Excel spreadsheets.


Timeline

IT Service Desk Analyst

Iss Solutions
03.2023 - Current

Floor Operator

Sigmapharm Laboratories, LLC
08.2017 - 03.2023

Scanning Coordinator

Redner's Warehouse Markets
03.2015 - 08.2017

Deb Shop
10.2014 - 01.2016

Network And System Administrator Certificate

Community College of Philadelphia

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JobWorks, Inc

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New Foundation Charter High School

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Shane O'Driscoll