Sharnik Hansbrough
Unadilla,GA
Work History
Technical Support Analyst
Crisp Regional Hospital
06.2024 - Current
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Reduced operational costs by identifying inefficiencies within the asset management process and recommending appropriate solutions.
- Supported the implementation of new technology solutions that streamlined workflows and increased operational efficiency in asset management tasks.
- Introduced a proactive approach to Software Asset Management, anticipating needs and mitigating potential risks before they became issues.
Information Technology Specialist
Small Business Association – Office of Disaster
10.2018 - 01.2019
- Assist with configuring and troubleshooting IT computer hardware, software, and networking technologies in a variety of local and remote locations; including PIV card activation/deactivation
- Duties require computer skills to configure window-based computer equipment domain images, configure and utilize Virtual Private Networks (VPN), utilize remote access industry standards and use hard drive encryption standards such as Microsoft BitLocker
- Performed physical requirements, including moving and installing monitors, printers, and workstations, running cabling, etc
- To include the ability to lift between 25-35 pounds, stand, stoop and bend
- Traveled to disaster sites that included hazardous working and/or living conditions, i.e., no water or electricity, and/or minimal lodging facilities in the affected declaration.
Major Incident Manager
Ally Bank
07.2013 - 03.2015
- Clear, precise communication directly with Executive level through reporting and documentation of incident events
- Coordinate resolution for global high-severity incidents for 1,000+ applications and servers, both in-house and vendor-hosted environments; supporting over 100,000 internal and external end-users
- Leading and driving of technical conference bridges, performing Root Cause determination, SLA assessment, Change Management and reporting results directly to Executives, Senior Sustainability Managers, and all other stakeholders
- Monitor network systems within NOC environment
- Reporting metrics meetings to develop team strategies and define customer service goals.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
Information Technology Analyst II - Tier III
HCR ManorCare
07.1999 - 07.2013
- Adhere to the daily operations of ITIL Foundation industry standard processes and procedures to resolve high-severity global issues: Incident, Problem, Change, and Release utilizing HIPPA and SOX processes and procedures
- Coordinate Tier III support resolution for 100+ applications and servers within a multifaceted environment
- Network administration for local and remote user access
- Supports incoming incidents for more than 55,000 employees, at more than 280 Medicare and Medicaid-certified skilled nursing and rehabilitation centers; hospice care in over 100 markets; to meet goals of a response time of 30 seconds; and to keep the abandonment rate at 5% or below
- Weekly trending and metrics meetings to develop team strategies and define customer service goals
- Windows server, Exchange, Backup Exec, Windows workstation, SharePoint, & DNS.
- Created detailed documentation of system specifications, user guides, and best practices for easy reference by team members.
- Troubleshooting incidents reported by end-users are used to schedule system changes and identify permanent solutions.
Skills
- Application support
- Attention to Detail
- Call Center Customer Service
- Customer Relationship Management
- Customer Service
- De-Escalation Techniques
- Defect Analysis and Resolution
- End-user support
- Good Telephone Etiquette
- Incident Management
- IT Asset Management
- Leadership
- Meeting Management
- Microsoft Office
- Network Administration
- Organizational Skills
- Problem Management
- Problem Resolution
- Problem-Solving
- Process updates
- Project Documentation
- Remote Office Availability
- Research
- Resource Allocation
- Root Cause Analysis
- Service Level Management
- Staff Training
- System Upgrades
- Task Prioritization
- Technical Analysis
- Technical Documentation
- Technical Support
- Training Coordination
- Training Management
- Troubleshooting
- User Training
- Vendor oversight
Certification
- CompTIA CIOS: IT Operations Specialist | 2009
- CompTIA Network+ | 2009
- CompTIA A+ : IT Technician | 2007
- Microsoft Certified Professional | 2005
- HelpDesk Institute: ITIL Foundations | 2004
- Dale Carnegie: Leadership | 2004
Affiliations
- Alpha Beta Kappa
Overview
26
26
years of professional experience
6
6
Certificate
Summary
Technical support professional with proven track record in solving complex technical issues and enhancing user experience. Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions. Expertise includes software troubleshooting, network configuration, and user training, alongside commitment to achieving tangible results.
Education
Bachelor of Science - Health Information Management
12-2025
- Dean's List: October 2024 - Current
- Honor Roll : June 2024 - Current
- Relevant Coursework: Introduction to Structured Database Environments (SQL) & Healthcare Data Management
- 3.792 GPA
Professional Diploma - Private Investigations
01.2016
Professional Diploma - Microsoft Network Engineer
06-2009
- Honoree of Alpha Beta Kappa
- Honor Roll August 2008 - June 2009
- 3.86 GPA
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