SHAUN GRAY
Insight Global
Fredericksburg,VA
1
Certification
8
years of professional experience
Detail-oriented IT professional with five years of experience in tier 1–2 end-user support and system troubleshooting. Specializes in identity administration via Active Directory and operating system configuration for enhanced performance and security. Focused on optimizing response times and streamlining hardware/software deployments to boost operational efficiency.
Work History
IT Specialist
5 Years 1 Month- Administered Active Directory objects, accounts, and security groups across enterprise endpoints, ensuring accurate access controls and compliance with organizational standards.
- Manage end-to-end hardware lifecycle, including imaging, deploying, configuring, and updating devices using automated deployment tools.
- Managed hardware lifecycle from imaging to deployment, configuration, and updates of devices using automated deployment tools, enhancing operational readiness.
- Performed root-cause diagnostics on software conflicts, network connectivity issues (TCP/IP, DNS, VPN), and peripheral equipment to minimize downtime and resolve user issues.
Desktop Support
1 Year 4 Months- Provided technical support for multi-platform desktops, laptops, and multifunctional devices, enhancing user experience in local and remote environments.
- Oversaw hardware and OS software installations, system configurations, and routine patch updates, ensuring security compliance and system reliability.
- Leveraged enterprise ticketing systems to log, prioritize, and resolve incident requests, effectively communicating technical solutions to non-technical users.
Technician
5 Months- Diagnosed hardware failures and performed component-level repairs on mobile devices and computing hardware, ensuring optimal functionality for customers.
- Utilized Point of Sale (POS) software to maintain accurate real-time repair logs and customer data, enhancing service efficiency and customer experience.
- Provided exceptional customer service, addressing inquiries and resolving issues effectively.
- Collaborated with team members to streamline repair processes and enhance workflow efficiency.
Office Assistant
1 Year- Digitized paper records and implemented QuickBooks payroll systems, transitioning employees to direct deposit for streamlined payroll processing.
- Managed daily office operations to ensure efficient workflow and communication.
- Maintained accurate records and documentation for administrative processes.
Education
Associate of Applied Science (A.A.S.) - Business Management
Skills
Active Directory management
Operating Systems: Windows 10/11
Security & Compliance: CompTIA Security+
Patch Management
Antivirus
Multi-Factor Authentication (MFA)
SSO
IT troubleshooting
IT documentation
Information security
Infrastructure & Support: Hardware Diagnostics
Software Deployment
Ticketing Systems (HP Service Manager/ServiceNow)
Remote Access (VPN
RDP)
Scripting & Productivity: PowerShell (Basic)
MS Office 365
Google Workspace
Certification
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Microsoft Certified: Azure AI Fundamentals (AI-901)
- CompTIA Security+ Certification
- CompTIA A+ Certification
Timeline
IT Specialist
Insight Global
07.2021 - CurrentRead More
Desktop Support
SOC LLC
02.2020 - 06.2021Read More
Technician
uBreakiFix
08.2019 - 01.2020Read More
Office Assistant
SMG Trucking
06.2018 - 06.2019Read More
Rappahannock Community College
Associate of Applied Science (A.A.S.) from Business Management
Read More