Shane Wicker
905 16th St SE St. Cloud,MN
Summary
Experienced Information Technology Specialist with a decade of industry expertise. Proficient in addressing technological challenges and driving organizational success. Skilled in optimizing network infrastructure, implementing robust security protocols, and providing exceptional technical support. Adept at troubleshooting complex issues, delivering effective solutions, and enhancing operational efficiency.
Overview
21
21
years of professional experience
Work History
Client Support Specialist
Superior Energy Services Company
Lafayette, LA
10.2014 - 05.2020
- Provided multi-tier technical support to global users through phone, email, and portal, promptly addressing and resolving issues.
- Managed incident and request tickets, consistently meeting and exceeding 90% of SLA requirements for timely resolutions.
- Administered user accounts according to established policies and procedures, including proficient handling of Active Directory (AD) Group permissions to ensure smooth user access management.
- Collaborated closely with various departments to ensure prompt resolution of issues, fostering effective teamwork and cross-functional problem-solving.
- Monitored network nodes using SolarWinds to maintain 99.9999% uptime and actively contributed to the resolution of outages, ensuring system availability.
- Facilitated the successful deployment of Kronos time management software across all business units, providing valuable support to the Project Management Team and Human Resources.
- Restructured the ITSC training program, enhancing its effectiveness and improving training outcomes.
- Conducted quarterly and annual audit reviews of the Service Manager Ticketing system, ensuring compliance with established policies and maintaining accuracy and accountability.
Independent Technical Consultant
Freelancers Union
Saint Cloud, MN
01.2003 - Current
- Provided exceptional technical support by efficiently troubleshooting functions and delivering effective resolutions to customer issues, ensuring the highest level of proficiency and utmost customer satisfaction.
- Demonstrated expertise in hardware support, encompassing the building, decommissioning, and replacement of parts for desktop systems. Conducted comprehensive testing of products and applications to ensure optimal functionality and reliability.
- Exhibited proficiency in operating system recovery, cleaning for spyware/ adware infections, password recovery, and implementation of robust security measures.
- Provided outstanding customer support and conducted informative training sessions and seminars, equipping individuals with the necessary knowledge to maximize product and application utilization.
- Developed comprehensive documentation, manuals, and brochures, delivering clear and concise instructions on application capabilities and functions, enhancing user understanding and adoption.
- Facilitated seamless collaboration with diverse departments, ensuring efficient coordination of training initiatives, resulting in the successful implementation of training programs and outstanding outcomes.
- Demonstrated a strong commitment to prompt and efficient client support, actively participating in meetings, sessions, and company events to drive continuous improvement and enhance overall performance and customer satisfaction.
- Created a high-performance Raspberry-Pi Kluster by implementing K3S and Docker, optimizing system efficiency and resource utilization.
- Successfully set up a comprehensive 42-U server rack, featuring a 24 bay SaS, network switch, and monitoring equipment, ensuring seamless data management and network operations.
- Proficiently performed diagnostics, repairs, and replacements for laptops and desktops, offering tailored solutions to meet clients' specific needs and preferences. Custom-built systems to enhance user experience and performance.
Freelance Web Developer
FREELANCE
Saint Cloud, MN
01.2020 - Current
- Developed well-designed, testable, and efficient code using industry best software development practices.
- Designed captivating website layouts and user interfaces, following industry-standard HTML/CSS practices to ensure an engaging user experience.
- Seamlessly integrated data from various back-end services and databases, optimizing website functionality and enabling efficient data management.
- Skillfully gathered and meticulously refined specifications and requirements, aligning them with technical needs to deliver high-quality web solutions.
- Maintained software documentation to ensure efficient project management and future maintenance.
- Played a key role in maintaining, expanding, and scaling the website, ensuring optimal performance.
- Stayed up to date with emerging technologies and industry trends, implementing them into operations and activities.
- Collaborated closely with web designers to ensure seamless integration of visual design intent.
- Utilized top-notch programming skills and in-depth knowledge of modern HTML/CSS to deliver high-quality web solutions.
- Exhibited a solid understanding of web application architecture, including security, session management, and best development practices.
- Applied adequate knowledge of relational database systems, object-oriented programming, and web application development.
- Utilized hands-on experience with network diagnostics and network analytics tools. Possessed basic knowledge of the Search Engine Optimization (SEO) process.
- Showcased aggressive problem diagnosis and creative problem-solving skills.
- Demonstrated strong organizational skills to handle multiple tasks within project timelines and budgets, while maintaining business acumen.
- Thrived in a fast-paced environment, learning rapidly and mastering diverse web technologies and techniques.
Education
Some College (No Degree) -
ITT-TECHNICAL INSTITUTE
Everett, WASkills
- Project Management
- Wireframes
- Social Media
- Kubernetes
- Docker
- Cloud Computing
- Linux
- SEO
- Website Optimization
- Website Analytics Tools
- Oral and Written Communications
- Troubleshooting
- Software Best Practices
- Wordpress
- UX/UI Design
- Cross Browsing Compatibility
- HTML
- CSS
- JavaScript
- jQuery
- Software Upgrades
- System Administration
- Hardware Maintenance
- Data Backup
- Operating Systems
- Network Administration
- Help Desk Support
- Information Security
- Software Testing
- Inventory Management
- Networking
- Troubleshooting
- Software Installation
- Documentation
- Project Planning
- Project Management
- Computer Proficiency
- Data Entry
- Technical Support
- Computer Literacy
- Microsoft Office
- Telephone Skills
- Product Knowledge
- Issue Resolution
- Information Gathering
- Email Management
- Python
- Wordpress
- Business Development
- Marketing
- Business Planning
- Financial Analysis
- Problem Solving
- Multitasking
- Business Acumen
- Mentoring
- Leadership
- Decision Making
- Teaching
- Interpersonal Skills
- Conflict Resolution
- Public Speaking
- Coaching
- Collaboration
- Negotiation
- Adaptability
- Strategic Thinking
- Presentation
- Analytical Thinking
- Critical Thinking
- Self Motivation
- Teamwork
- Attention to Detail
- Flexibility
- Creativity
- Stress Management
- Research
- Results Orientation
- Relationship Building
- Quality Assurance
- Persuasion
- Performance Management
- Patience
- Organizational Skills
- Empathy
- Effective Communication
- Customer Service
- Creative Problem Solving
- Active Listening
- Time Management
- Web development projects
- Website optimization
- Technical Analysis
- SEO techniques
- Lifecycle Management
- Embedded media management
- Site template development
- Social media management
- Responsive design
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
From Code to Conquest: The Technical Gunslinger's Journey.
Shane Wicker
Timeline
Freelance Web Developer
FREELANCE
01.2020 - Current
Client Support Specialist
Superior Energy Services Company
10.2014 - 05.2020
Independent Technical Consultant
Freelancers Union
01.2003 - Current
Some College (No Degree) -
ITT-TECHNICAL INSTITUTE
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