Shane Thatcher
Green Bay,WI
Summary
Passionate IT Support Services Associate with 3~ years experience managing service requests at a high volume. Quick in growth, started in Service desk position handling level one tickets at Ely, now currently providing on-site support for all sites in Marinette, Green Bay, and Washington D.C. Now on the Collaboration Tools team handling level 2 and 3 tickets. Due to eagerness and quick adaptive learning, I was given more responsibilities dealing with the infrastructure of sites. Such as collaborating with contractors and vendors with on site needs. Configuring and standing up full network hardware to provide connection at new buildings.
Overview
3
3
years of professional experience
Work History
IT Support Services - Associate
Fincantieri Marine Group
12.2021 - Current
- Manage hotline calls, level 1, 2, and 3 tickets.
- Serve as an escalation point for level 2 and 3 tickets.
- Utilizing Service Now ticketing system for triaging tickets and asset tracking.
- Rotating to all Fincantieri Sites to provide support. E.g. traveling to Sturgeon Bay, Marinette, and Washington D.C.
- Utilizing software such as Microsoft Office (Word, Excel, Outlook, etc.) SCCM 2012 console, client center tools, and Active Directory.
- Manage hardware breaks and fix problems.
- Utilizing Active Directory for account creation and network permissions.
- Software and hardware troubleshooting.
- Image and push software to Laptops, Desktops, and Workstations using SCCM 2012.
- Set up new users with standard assets or conduct nonstandard asset swaps, i.e Workstation to a laptop.
- Support other IT teammates with administrative work or regular tickets.
- Collaborate with other IT Teams to close tickets, E.g Cyber Security, Infrastructure and Applications.
- Site Inventory management.
- Created accessible, user-friendly "how-to-fix-it" documents, encouraging user independence, and a decrease in level 1 tickets..
- Created procedural documentation and onboarding guides.
- Configure Cisco Phones.
- Troubleshooting Call Manager for phone system issues.
- Create profiles and restrictions for mobile devices.
- Storing applications into a company catalog app, resulting in efficient phone navigation, and removing the need for store accounts for easier access.
- Experience in AirWatch, managing company mobile devices and enrolling them.
- Managing company mobile device issues.
- Provide customer service and technical support to network users.
- Configure and troubleshoot Printers to be on the Network.
- Configure Ports.
- Configure and troubleshoot AP's.
- Configure and troubleshoot WLC's.
- Configure Manufacturing Equipment to function with our network.
- Setup and established network in new buildings. E.g. KK Warehouse, B110, B34.
- Environmental Monitoring systems.
- Training IT Support Services Interns.
- Collaborated with contractors, vendors, and remote technical support to resolve hardware, firmware, and network issues.
- Improved project delivery times with implementation of streamlined communication strategy.
- Developed and maintained strong relationships with key end users to ensure high levels of satisfaction.
- Developed and implemented strategies to increase customer satisfaction and engagement.
IT Support Services Intern
Fincantieri Marine Group
06.2021 - 12.2021
Education
Bachelor's degree in Psychology -
University of Wisconsin-Whitewater
Whitewater, WI01.2020
Skills
- Troubleshooting
- Customer Service
- Microsoft Office
- Microsoft Excel
- Problem Solving
- Web Navigation
- Research
- Technical Support
- Downloading Software
- Fixing Hardware
- AirWatch
- Cisco Network Hardware
- Time Management
- Communication
- Delegating
Timeline
IT Support Services - Associate
Fincantieri Marine Group
12.2021 - Current
IT Support Services Intern
Fincantieri Marine Group
06.2021 - 12.2021
Bachelor's degree in Psychology -
University of Wisconsin-Whitewater
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