Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaun Conway

Tucson,AZ

Summary

Dynamic IT professional with extensive experience at Tata Consulting Services, excelling in service desk support and technical troubleshooting. Proven ability to enhance operational efficiency through effective problem-solving and customer relations. Skilled in structured cabling and network design, consistently achieving high customer satisfaction and maintaining service level agreements.

Overview

16
16
years of professional experience

Work History

Cable Installation Technician

Unified Technology Group LLC
Tucson, AZ
03.2025 - Current
  • Provided technical support to customers regarding low voltage cabling issues.
  • Installed, terminated and spliced copper, coaxial, fiber optic cables for various applications.
  • Correctly identified and labeled each cable run according to applicable standards.
  • Configured video surveillance systems, audio visual systems, access control systems and security alarm systems.
  • Diagnosed problems quickly by utilizing a variety of test equipment such as tone generators, voltmeters.
  • Ensured that all safety protocols were followed during installation activities.
  • Collaborated with electrical contractors on complex installations involving multiple data points.
  • Identified areas where improvements could be made in order to increase efficiency or reduce costs.
  • Repaired existing cabling infrastructure in accordance with industry standards.
  • Performed system tests to ensure proper operation of the newly installed or modified low voltage cable system.
  • Utilized effective troubleshooting methods, removed malfunctioning components and identified wiring issues to restore systems to working order.
  • Set up and performed routine maintenance on fire alarm, security and closed circuit TV systems for various clients.
  • Conducted diagnostic tests to assess wire, part and system malfunctions.
  • Assessed project blueprints and drawings to assess project scope and required materials.
  • Strung cables between newly installed or existing poles and restrung cables due to damage or sagging.
  • Set up modems and other hardware with necessary cables.
  • Established and modified networks and computers at businesses, schools, government buildings, medical facilities, and homes.
  • Laid out cabling plans and ran through buildings to desired locations.
  • Communicated with customers to access work areas and explain work.

Support Engineer II

Tata Consulting Services (TCS)/ Bombardier
Tucson, AZ
05.2023 - 03.2025
  • Served as point of contact for site, overseeing asset management and project execution.
  • Delivered VIP support, leveraging strong soft skills to assist users effectively.
  • Installed, configured, and troubleshot desktop and laptop hardware, mobile devices, and software.
  • Ensured compliance with information and data security protocols.
  • Performed onsite updates, configuration changes, software installations, and security patches.
  • Achieved PC refresh targets by building operating systems for new employees.
  • Maintained 100% service level agreement for incidents and service requests.
  • Provided technical support during special events, including conferences and Teams meeting rooms.
  • Trained other team members on relevant technologies and procedures.
  • Provided technical guidance when needed to other departments or personnel.
  • Created knowledge base documents for frequently asked questions.
  • Maintained inventory of all equipment used by the company's staff.
  • Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
  • Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
  • Participated in regular meetings with management regarding project status updates.
  • Assisted in the deployment of new software applications and hardware systems.
  • Collaborated with development teams to report bugs and suggest improvements based on customer feedback.
  • Implemented backup and recovery procedures to safeguard against data loss.
  • Ensured compliance with security policies and procedures to protect sensitive information.
  • Conducted regular system maintenance and updates to prevent potential issues.
  • Conducted root cause analysis for recurring problems to prevent future occurrences.
  • Provided remote troubleshooting and support for software and hardware problems.
  • Utilized advanced technical expertise to improve support processes and streamline customer service actions.
  • Trained end-users on new technologies and systems to enhance their understanding and efficiency.

Field Service Technician

Tek System-Kyndryl-Bombardier
Tucson, AZ
06.2022 - 05.2023
  • Assisted with Windows 10 migration project, reimaging laptops and desktops from Windows 7 to Windows 10.
  • Delivered same-day user support, reducing response time from over one month.
  • Performed preventative maintenance and repairs on various equipment, including system and BIOS updates.
  • Resolved technical issues quickly, enhancing operational efficiency and minimizing technician downtime.
  • Provided remote support for users in and out of the U.S.
  • Maintained all toner and printer issues for Xerox.
  • Responded promptly to emergency service requests from clients.
  • Collaborated with other technicians to resolve complex issues quickly and efficiently.

IT Technical Support II

Intuit through TEK Systems
Tucson, AZ
09.2021 - 03.2022
  • Troubleshot software, hardware, and connectivity issues remotely to achieve high customer satisfaction.
  • Logged all Service Desk contacts into Incident Management System (ServiceNow) for accurate tracking.
  • Assisted customers in accessing various systems and servers, ensuring seamless operations.
  • Provided technical support to end-users via phone and remote access for optimal productivity.
  • Deployed and patched software using LANDesk technologies to maintain system performance.
  • Analyzed incidents with aim of achieving 90% First Call Resolution rate.
  • Communicated call trends and challenges during team meetings to improve service delivery.
  • Maintained knowledge base and process documentation for future reference and training.

IS Consultant – TMC

Tek Systems
02.2021 - 03.2021
  • Maintained network systems and services, ensuring sustained performance of servers, routers, switches, firewalls, and VoIP devices.
  • Installed, configured, tested, and supported network equipment, including wireless and medical devices.
  • Performed troubleshooting and repairs for wired and wireless connectivity issues in hospital environments.
  • Collaborated with Senior Network Engineers on configuration tasks and project updates, adhering to departmental standards.
  • Provided timely resolution for basic network problems affecting service operations.
  • Exhibited excellent customer service through positive interactions with patients, visitors, and staff.
  • Analyzed and interpreted business periodicals and technical procedures for compliance with regulations.
  • Authored reports and procedure manuals to document processes and standards.

Residential Painter

P3 Painting
05.2020 - 01.2021
  • Prepared surfaces for painting by removing old paint, filling holes, and using abrasive techniques.
  • Selected and applied primer and paint according to location and surface type.
  • Recommended specialized techniques such as glazing, layering, and color blocking to enhance finishes.
  • Ensured thorough cleaning of dust and spills before job site departure.
  • Demonstrated knowledge of various paint shades suitable for different surfaces.
  • Executed painting tasks while utilizing scaffolding or suspended platforms effectively.

Level 4 Admin Technician

Tek Systems Child Parent Centers
07.2019 - 12.2019
  • Managed ticketing system for 60 executives and admin staff across 40 centers, supporting over 500 employees.
  • Deployed new technology using Symantec Ghost to enhance operational efficiency.
  • Configured Cisco phones with Unity and Call Manager to improve communication systems.
  • Installed scanners, printers, and Dymo label makers to support office productivity.
  • Conducted remote sessions via TeamViewer to assist users with login and email password changes.
  • Upgraded hardware and memory for Dell and HP devices, including BIOS updates and driver configurations.
  • Configured new laptops for deployment, ensuring readiness for end users.

IT Administrator

Volt Workforce Solutions/ FTE United Way of Tucson and Southern Arizona
Tucson, AZ
03.2014 - 03.2016
  • Answered and evaluated incoming telephone, voicemail, and email requests regarding hardware and software issues.
  • Conducted user interviews to gather information and guided users through diagnostic procedures.
  • Identified problems caused by hardware or network changes.
  • Managed problem recognition, research, isolation, resolution, and follow-up for routine customer issues.
  • Logged and tracked calls using a problem management database, maintaining accurate history records.
  • Assisted in preparing standard statistical reports including help desk incident reports.
  • Supported writing and revising user training manuals and related procedures.
  • Developed training materials, including exercises and visual displays for user education.

Lead Technician

TucsonPC.com
Tucson, AZ
10.2011 - 03.2014
  • Troubleshot issues on client computers at home and office, performing virus removal and hardware replacement.
  • Trained users in the use of new software packages or hardware devices.
  • Delivered on-site repair services to small businesses and private customers.
  • Diagnosed software issues, installed updates, and removed malicious programs.
  • Consulted with customers to assess technological needs and resolve technical problems.
  • Disassembled systems on-site to diagnose issues and execute necessary repairs.
  • Transported systems off-site for major repairs or rebuilds as required.

QA Tester

American Board of Radiology
Tucson, AZ
08.2011 - 10.2011
  • Collaborated with developers and business stakeholders as integral member of software development team.
  • Created test plans for enhancements and fixes in applications alongside development teams.
  • Reviewed application design documents to ensure comprehensive test coverage.
  • Developed, maintained and executed test plans for software quality assurance.
  • Documented results of tests performed including any bugs identified.
  • Conducted comprehensive testing on all Utility Technology systems to ensure quality standards.
  • Managed and enhanced departmental processes and procedures to improve efficiency.
  • Conducted functional, performance, integration and regression tests.

Internship

Adam D Technology
Tucson, AZ
10.2010 - 11.2010
  • Delivered on-site repair services to small businesses and private customers.
  • Diagnosed software issues, installed updates, and removed malicious programs.
  • Consulted with customers to identify technological needs and resolve technical problems.
  • Disassembled systems on-site for issue diagnosis and executed necessary repairs.
  • Transported systems off-site for extensive repairs and rebuilds.

Service Tech

Sprint/Absolute Wireless
Nashville, TN
10.2009 - 07.2010
  • Conducted account lookups and troubleshot device issues for customer devices.
  • Monitored network performance using SMS alerts and real-time tools.
  • Collaborated with internal and external teams to manage and coordinate tasks.
  • Executed methods of procedures (MOPs) to uphold technical standards and prevent network disruptions.
  • Analyzed network coverage to maintain consistent communication and integrity.
  • Tested network coverage, ensuring quality and uninterrupted service delivery.
  • Implemented corrective actions promptly in response to system problems.
  • Utilized performance tools to assess and enhance network functionality.

Education

Bachelor of Science - Information Systems Cyber-Security

ITT-Technical Institute
Tucson, AZ
06.2013

Associates of Science - Computer Network Systems

ITT-Technical Institute
Tucson, AZ
06.2011

Skills

  • Service desk support
  • Equipment maintenance
  • Team collaboration
  • Problem solving
  • Cable splicing expertise
  • Telecommunications systems
  • Structured cabling
  • Hand tool operation
  • Power tool usage
  • Electrical
  • OSHA compliance
  • Troubleshooting
  • Hand tool proficiency
  • Troubleshooting skills
  • Customer education
  • Service calls
  • Equipment preparation
  • System configuration
  • Customer training
  • Customer relations
  • Device configuration
  • Technical documentation
  • Professionalism
  • Project management
  • Problem-solving aptitude
  • Task prioritization
  • Telecommunications Equipment Installation
  • Safety awareness
  • WiFi setup
  • Conflict resolution
  • Device installation
  • Technical troubleshooting
  • Customer service excellence
  • Hardware repair and maintenance
  • Software application support
  • Operating systems expertise
  • Network design and management
  • TCP/IP networking knowledge
  • Report writing and documentation
  • Programming proficiency
  • Project management skills
  • Malware analysis capabilities
  • Network systems knowledge
  • Cisco Unified Call Manager familiarity
  • Communication of technical concepts
  • Secure coding practices

Timeline

Cable Installation Technician

Unified Technology Group LLC
03.2025 - Current

Support Engineer II

Tata Consulting Services (TCS)/ Bombardier
05.2023 - 03.2025

Field Service Technician

Tek System-Kyndryl-Bombardier
06.2022 - 05.2023

IT Technical Support II

Intuit through TEK Systems
09.2021 - 03.2022

IS Consultant – TMC

Tek Systems
02.2021 - 03.2021

Residential Painter

P3 Painting
05.2020 - 01.2021

Level 4 Admin Technician

Tek Systems Child Parent Centers
07.2019 - 12.2019

IT Administrator

Volt Workforce Solutions/ FTE United Way of Tucson and Southern Arizona
03.2014 - 03.2016

Lead Technician

TucsonPC.com
10.2011 - 03.2014

QA Tester

American Board of Radiology
08.2011 - 10.2011

Internship

Adam D Technology
10.2010 - 11.2010

Service Tech

Sprint/Absolute Wireless
10.2009 - 07.2010

Bachelor of Science - Information Systems Cyber-Security

ITT-Technical Institute

Associates of Science - Computer Network Systems

ITT-Technical Institute

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