Shant Kahwajian
Senior IT Analyst
Quincy,MA
Summary
Senior IT Analyst with over 7 years of successful experience in L3 support and Service Management. Recognized consistently for performance excellence and contributions to success in the aviation tech industry. Strengths in network and device maintenance and deployment backed by training in Network and Infrastructure Engineering .
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Analyst IT CTS
Jetblue Airways
Boston, MA
04.2017 - Current
- Respond to support requests from multiple workgroups
- Staff and answer incoming help desk calls
- Log all requests and incident in ticket tracking system
- Escalating of network, hardware, system to appropriate group.
- Incident Management Support
- Support all northeast stations with IT support that is supported by Boston Crewmember Technology Services
- Station PCI Compliance auditing
- Reimage and deploy laptops, desktops, thin clients
- Support thin client environment using Altiris and HPDM
- RMA appropriate hardware with vendors.
- Support Common Use Systems (SITA)
- Active Directory and Exchange User to Current Maintenance
- O365 Mail Support.
- Provide L2 + L3 Support
- Successfully lead project to replace 300+ end of life printers systemwide
- Working with ITSM team to optimize ServiceNow reporting for business needs
- Successfully deployed Beyond Trust Remote Support tool systemwide
- Successfully lead project to replace 300+ Flight information Displays systemwide
Associate Analyst IT CTS
Jetblue Airways
Boston, MA
10.2015 - 04.2017
- Respond to support requests from multiple workgroups.
- Staff and answer incoming help desk calls.
- Log all requests and incident in ticket tracking system.
- Escalating of network, hardware, system to appropriate group.
- Incident Management Support.
- Support all northeast stations with IT support that is supported by BOS Crewmember Technology Services.
- Station PCI Compliance auditing.
- Reimage and deploy laptops, desktops, thin clients.
- Support thin client environment using Altiris.
- RMA appropriate hardware with vendors.
- Support Common Use Systems (SITA).
- Active Directory and Exchange User Maintenance.
- Provide L1 Support.
Associate Analyst Mobile Communications
Jetblue Airways
Boston, MA
07.2015 - 10.2015
- Respond to mobile support requests from multiple workgroups.
- Staff and answer incoming help desk calls.
- Log all requests and incident in ticket tracking system.
- Mobile device support and administrations using Airwatch MDM.
- IT procurement and purchasing.
Help Desk Coordinator II
Bentley University
Waltham, MA
09.2014 - 04.2015
- Respond to support requests from faculty/staff/students.
- Staff and answer incoming help desk calls.
- Log all requests in ticket tracking system.
- PC re-imaging using Ghostcast Server over network.
- Respond to and resolve hardware and software troubleshooting issues.
- Escalating of network, hardware, system and presentation technology issues to appropriate group.
- Major accomplishment in this role: Updating of current ticketing system to enhance features and capabilities.
- Skills Used: Basic Active Directory Maintenance.
- VOIP/IPCM maintenance.
- Hardware and Networking Troubleshooting.
Frontline Shared Support Engineer
Wayfair LLC
Boston, MA
08.2013 - 11.2013
- Answered support calls and responded to tickets.
- Triaged all software and hardware issues as they came into Frontline Support.
- Wrote and executed database queries.
- Provided On Call weekly rotation for off hours support.
Lab Technician (Contractor)
Juniper Networks
Westford, MA
06.2012 - 06.2013
- Installed and configured latest Juniper Hardware in Proof of Concept Lab.
- Configured and maintained server images needed for customer testing.
- Maintained up to date inventory.
- Assembled new test bed and network topologies for customer Proof of Concepts.
- Configured and repaired current VMware images hosted on Vsphere and Esxi.
- Installed and deployed new VMware machines.
- Upgraded hardware on which VSphere and Esxi were running.
Consultant
Self Employed
Boston, MA
01.2015 - Current
- Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
- Developed and implemented policies, procedures, training and development for network resource administration, appropriate use and disaster recovery.
Education
Bachelor of Science - Information Technology, Network Engineering
New England Institute of Technology
East Greenwich, RI 08.2010 - 03.2012
Associate in Science Degree - Information Technology, Network Engineering
New England Institute of Technology
East Greenwich, RI 01.2009 - 06.2010
Bachelor of Science Degree - Aviation Management
Florida Institute of Technology-Melbourne
Melbourne, FL 08.2007 - 05.2008
Skills
Technical Support
Project Management
Microsoft Office
Self-motivated professional
Maintenance & Repair
Active Directory
O365 Administration
SharePoint Administration
Windows 10 Operating System
MacOs
Airwatch MDM
Citrix
Customer service
ServiceNow
Cisco IOS
Azure
Password Management
Networking
Active Directory Management
Troubleshooting
Timeline
Analyst IT CTS
Jetblue Airways
04.2017 - Current
Associate Analyst IT CTS
Jetblue Airways
10.2015 - 04.2017
Associate Analyst Mobile Communications
Jetblue Airways
07.2015 - 10.2015
Consultant
Self Employed
01.2015 - Current
Help Desk Coordinator II
Bentley University
09.2014 - 04.2015
Frontline Shared Support Engineer
Wayfair LLC
08.2013 - 11.2013
Lab Technician (Contractor)
Juniper Networks
06.2012 - 06.2013
Bachelor of Science - Information Technology, Network Engineering
New England Institute of Technology
08.2010 - 03.2012
Associate in Science Degree - Information Technology, Network Engineering
New England Institute of Technology
01.2009 - 06.2010
Bachelor of Science Degree - Aviation Management
Florida Institute of Technology-Melbourne
08.2007 - 05.2008