Summary
Overview
Work History
Education
Skills
Timeline
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Shane Underwood

Jacksonville

Summary

Committed and skilled Desktop Technician with 5 years of experience providing exceptional technical support and problem-solving expertise. Proficient in diagnosing, troubleshooting, and resolving hardware and software issues for end-users. Proven ability to deliver timely and effective solutions and provide clear instructions to for end user understanding. Seeking to leverage my technical proficiency and customer service skills to ensure seamless desktop operations for end users.

Overview

8
8
years of professional experience

Work History

Service Desk Technician III

Modivcare
07.2022 - Current
  • Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
  • Handle inbound support calls as well as outbound using Five9
  • Account/Email administration with GSuite
  • Exchange admin center support
  • Tier 1 App Support troubleshooting
  • Experience with Service Now for ticket management
  • Install, upgrade and maintain updates to software applications
  • Setup MFA for internal employees
  • Troubleshooting Zscaler to always ensure network security
  • Experience using RDP to manage accounts through a Domain Controller
  • DaaS
  • Active Directory and Azure Active Directory to manage users accounts.
  • Training new team members on the proper troubleshooting steps for company software/applications

Information Systems Technician

U.S. Navy
01.2016 - 01.2020
  • Back up network data
  • Configure security settings or access permissions for groups or individuals
  • Analyze and report computer network security breaches or attempted breaches
  • Identify the causes of networking problems, using diagnostic testing software and equipment
  • Document network support activities
  • Configure wide area network (WAN) or local area network (LAN) routers or related equipment
  • Install network software, including security or firewall software
  • Troubleshoot network or connectivity problems for users or user groups
  • Provide telephone support related to networking or connectivity issues
  • Evaluate local area network (LAN) or wide area network (WAN) performance data to ensure sufficient availability or speed, to identify network problems, or for disaster recovery purposes
  • Analyze network data to determine network usage, disk space availability, or server function
  • Perform routine maintenance or standard repairs to networking components or equipment
  • Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment
  • Install new hardware or software systems or components, ensuring integration with existing network systems
  • Test computer software or hardware, using standard diagnostic testing equipment and procedures
  • Install or repair network cables, including fiber optic cables
  • Monitor industry websites or publications for information about patches, releases, viruses, or potential problem identification
  • Create or update technical documentation for network installations or changes to existing installations
  • Train users in procedures related to network applications software or related systems
  • Test repaired items to ensure proper operation
  • Install and configure wireless networking equipment
  • Maintain logs of network activity
  • Document help desk requests and resolutions.

Education

Certificate of Completion -

ACI Learning-Information Security Analyst
Jacksonville, FL
2022

Certificate - Information Systems Technician

IT “A” School United States Navy
Pensacola, FL.
2017

High School Diploma - undefined

Brighton High School
Cottonwood Heights, UT
2016

Skills

  • Customer & Client Service
  • Windows 10 & Office 365
  • Technical Support
  • Azure AD
  • Software & Hardware
  • Active Directory
  • Network Management
  • Backup & Recovery
  • Configuring Software
  • Operating Systems
  • LAN/WAN/VLAN/Wi-Fi
  • Vulnerability Assessments

Timeline

Service Desk Technician III

Modivcare
07.2022 - Current

Information Systems Technician

U.S. Navy
01.2016 - 01.2020

Certificate of Completion -

ACI Learning-Information Security Analyst

Certificate - Information Systems Technician

IT “A” School United States Navy

High School Diploma - undefined

Brighton High School

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Shane Underwood