Shannon Frady
Sylva,NC
Summary
My primary objectives are to be a flexible, team-oriented individual. I strive to have a positive outlook and be an inspiration to others professionally. I am a seeker to accomplish tasks efficiently be it independently or alongside team members.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Quality and Client Experience Analyst
Western Carolina University
11.2022 - Current
- Overseer of Quality Metrics, review areas for improvement
- Problem ticket root cause analysis
- Lead Quality Council to review submitted topics for improvement processes
- Monthly data quality review of tickets within ticketing system (Cherwell) work with teams to review tickets missed for improvement.
IT Technology Support Analyst
Western Carolina University
06.2017 - 12.2022
- Provide phone and desktop support for faculty, staff, and student computers
- Involvement in multiple projects and project teams
- Creation and updating documentation for new processes, along with providing training when applicable
- IT Helpdesk Subject Matter Expertise (SME) for VMWare (Virtual Desktops) and Data Center inquires and troubleshooting
- Canvas support for the LMS team with requests for enrollment, course cross-listing, course copies, and enrollments
- Use of Cherwell ticketing software
- Microsoft Teams, Microsoft Project, Microsoft SharePoint
- Work closely with other teams within IT to meet customer needs regarding time-sensitive issues.
IT Technology Support Technician
Western Carolina University
07.2016 - 06.2017
- Actively worked with endpoint management tools, such as VMWare, SCCM, and JAMF
- Aiding with the deployment of software through self-service options.
IT Technology Support Technician
Western Carolina University
12.2011 - 07.2016
- Process Management review of Asset Management life cycle
- Diagnosing and repairing computer hardware problems for faculty, staff, and student computers.
Education
Master’s Degree - Project Management
Western Carolina University
Cullowhee, NC (2022)12.2022
Bachelor’s Degree - Entrepreneurship and Innovative Leadership
Western Carolina University
Cullowhee, NC05.2020
Associate’s Degree - College Transfer
Southwestern Community College
Sylva, NC05.2013
Associate’s Degree - Computer Engineering Technology
Southwestern Community College
Sylva, NC05.2011
Associate’s Degree - Radiology
Southwestern Community College
Sylva, NC05.2006
Skills
- Communication
- Problem-solving
- Critical thinking
- Time management
- Lesson planning
- Leadership
- Task Prioritization
References
Available upon request.
Projects
TQM Home Page Creation TQM - Tableau Dashboard Creation – Phase 1 TQM – Root Cause Re-Launch Data Quality Audit – Cherwell Multifactor Authentication for Registered Devices Microsoft Defender for Endpoint – Deployment Learning Management System (LMS) Implementation Implement Secret Server Platinum Features Microsoft Apps for Enterprise License DGE Implementations Local Administrator Password Management Mail – In Student Hardware Repairs
Certification
§ ASQ-Certified Quality Improvement Associate
§ ITIL 4 Foudations
§ HDI Desktop Support Technician Certification
§ HDI Support Center Analysts Certification
§ HDI Technical Support Professional Certification
§ HDI KCS V6.0 Foundations Certification
§ HDI Troubleshooting & Problem Solving Certification
§ Project Management Tools and Techniques Certification
§ Team Dynamics Project Management Software
§ ARRT-Radiology Technologist RT (R)
Certificate Computerized Medical Office-ECPI College of Technology
Timeline
IT Quality and Client Experience Analyst
Western Carolina University
11.2022 - Current
IT Technology Support Analyst
Western Carolina University
06.2017 - 12.2022
IT Technology Support Technician
Western Carolina University
07.2016 - 06.2017
IT Technology Support Technician
Western Carolina University
12.2011 - 07.2016
Master’s Degree - Project Management
Western Carolina University
Bachelor’s Degree - Entrepreneurship and Innovative Leadership
Western Carolina University
Associate’s Degree - College Transfer
Southwestern Community College
Associate’s Degree - Computer Engineering Technology
Southwestern Community College
Associate’s Degree - Radiology
Southwestern Community College
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