Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shashauna Potter

Douglasville,GA

Summary

Versatile IT Helpdesk Specialist with 5 years of experience delivering top-tier technical support, optimizing network infrastructure, and implementing cutting-edge solutions. Recently achieved a cybersecurity certification and eager to apply and further develop these skills. Seeking to leverage contract work experience into a permanent role, contributing to a dynamic team and making long-term contributions to the success of a forward-thinking company. Proficient in utilizing a diverse skill set to drive efficiency and create impactful results.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Desktop Support Specialist

Salesforce
09.2024 - Current
  • Establish standard operating procedures and provided comprehensive training for new team members to ensure efficient functioning of the Techbar.
  • Lead remote and on-site IT support, diagnosing and resolving hardware and software issues for diverse platforms.
  • Manage Active Directory, seamlessly integrating with Salesforce Okta SSO for enhanced user authentication.
  • Implement robust security measures using Jamf Pro and Airwatch for Mac OS, iOS, and Android devices.
  • Collaborate with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Offer assistance in implementing and developing training programs.
  • Configure hardware, devices, and software to set up work stations for employees.
  • Create user accounts and assigned permissions.
  • Installed, configured and maintained computer systems and network connections.

Customer Representative

Hertz Car Rental
02.2024 - 07.2024
  • Greeted and assisted customers in a friendly and professional manner.
  • Responded to customer inquiries regarding rental policies, vehicle options, pricing, and availability.
  • Processed rental agreements and payments accurately.
  • Assisted in the management of vehicle inventory, including checking in and checking vehicles out.
  • Assisted with daily cash handling and reconciliation of transactions.
  • Worked closely with fellow team members to achieve store goals and maintain a positive work environment.

Desktop Support Specialist

Salesforce
10.2021 - 09.2023
  • Configured hardware, devices, and software to set up work stations for employees.
  • Revitalized and independently reinstated a dormant Techbar, assuming full responsibility for its operation after being closed due to COVID-19.
  • Directed the setup of vending machines, managed AV technology, and resolved monitor issues.
  • Established standard operating procedures and provided comprehensive training for new team members to ensure efficient functioning of the Techbar.
  • Led remote and on-site IT support, diagnosing and resolving hardware and software issues for diverse platforms.
  • Managed Active Directory, seamlessly integrating with Salesforce Okta SSO for enhanced user authentication.
  • Implemented robust security measures using Jamf Pro and Airwatch for Mac OS, iOS, and Android devices.
  • Spearheaded inventory management using advanced Microsoft Excel techniques.

Help Desk Analyst Tier 1

Stratix
04.2021 - 09.2021
  • Provided first-line support, identifying and resolving issues promptly, ensuring minimal downtime.
  • Supported clients and employees with a focus on mobile devices, iPads, printers, and scanners using Microsoft Intune and Airwatch.
  • Proficiently utilized ServiceNow ticketing system for efficient issue tracking and resolution.
  • Troubleshot Outlook and Microsoft Teams issues within Office 365 environment.

Computer Technician

Gwinnett County Public School System
01.2021 - 03.2021
  • Spearheaded the unboxing and assembly of monitors, ensuring proper functionality.
  • Configured wireless adapters to projectors, enhancing connectivity in educational environments.
  • Successfully linked computers to the network and peripheral equipment, ensuring seamless operations.

IT Specialist

Data Industries
03.2019 - 09.2020
  • Configured hardware, devices, and software, setting up workstations for employees and students.
  • Implemented software updates for OS (Windows and Mac) to enhance security protocols.
  • Orchestrated the installation of switches and routers into MDFs and IDFs, optimizing network performance.
  • Executed imaging, asset tagging, and inventory management for thousands of laptops, desktops, and devices.

Education

Certificate - IT Support Specialist

Per Scholas
The Bronx, NY
02.2019

High School Diploma -

Mount Vernon High School
Mount Vernon
06.2002

Skills

Technical Proficiency:

  • Networking: Expertise in network closet maintenance, troubleshooting, and optimizing network performance
  • Systems Administration: Proficient in system administration tasks, including hardware/software installation and configuration
  • Platforms: Windows OS, Mac OS, Chrome OS, iOS, Android
  • Tools & Technologies: Active Directory, Okta, Jamf, Airwatch, ServiceNow, Google Workspace, Virtual Server (Parallel Desktop), Slack, Zoom, Microsoft InTune
  • Hardware: Skilled in configuring and maintaining a variety of hardware components

Soft Skills:

  • Communication: Effectively articulate complex technical concepts to diverse audiences including executive-level staff with white-glove service
  • Problem Solving: Strong analytical and problem-solving abilities
  • Project Management: Proven ability to manage multiple projects and meet tight deadlines

Certification

ISC2 Cybersecurity Certification

Timeline

Desktop Support Specialist

Salesforce
09.2024 - Current

Customer Representative

Hertz Car Rental
02.2024 - 07.2024

Desktop Support Specialist

Salesforce
10.2021 - 09.2023

Help Desk Analyst Tier 1

Stratix
04.2021 - 09.2021

Computer Technician

Gwinnett County Public School System
01.2021 - 03.2021

IT Specialist

Data Industries
03.2019 - 09.2020

Certificate - IT Support Specialist

Per Scholas

High School Diploma -

Mount Vernon High School

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