Summary
Overview
Work History
Education
Skills
Timeline
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Shaun Thomas Quist

Memphis,TN

Summary

Professional with strong background in customer support, skilled in problem-solving, communication, and conflict resolution. Known for working well within teams and adapting to changing needs to achieve results. Expertise includes managing high-volume inquiries, providing technical assistance, and maintaining customer satisfaction. Reliable and resourceful, consistently meeting and exceeding expectations in fast-paced environments.

Overview

22
22
years of professional experience

Work History

Desktop Support Agent

Yusen Logistics
Cordova, TN
08.2025 - Current
  • Perform on site and over the phone support for 2000+ end users to ensure efficient workflow
  • Collaborated with cross-functional teams to escalate complex technical problems for timely resolution
  • Identified recurring technical issues and worked with the IT team to implement permanent fixes, reducing future incidents
  • Performed hardware/software troubleshooting and diagnostics to identify root causes of technical problems
  • Provided remote assistance using RealVNC to troubleshoot software installations, network connectivity issues, etc
  • Assisted in user account management tasks such as password resets, and adding/removing security groups, utilizing Microsoft AD Manager Plus
  • Provided proper resolution documentation for approximately 20 service desk tickets per day utilizing the ServiceNow ticket system
  • Remotely installed multiple updates, fixes, and software instalations using the BigFix console
  • Ensured 100s of computers were in compliance to the companies security policies

Support Technician

Yusen Logistics
Cordova, TN
02.2015 - 02.2016
  • Perform on site and over the phone support for 2000+ end users to ensure efficient workflow
  • Ensure proper documentation for resolution of Incident/Request tickets are clearly noted in ServiceNow system
  • Resolve Windows related issues and other PC related issues
  • Hardware and software configuration and troubleshooting
  • Install, configure, and maintain network printers
  • Manage User profiles in Active Directory
  • Install, configure, and maintain VOIP phones, servers, and networking equipment
  • Manage and deploy antivirus enterprise solution across network and perform remote installations on nodes across the network
  • Managed inventory of IT equipment, ensuring adequate supplies for operational needs.

Support Technician

Hutchison School
Memphis, TN
10.2012 - 01.2015
  • Perform on site and over the phone support for 700+ end users to ensure efficient workflow
  • Resolved aproximately 15 student Windows related issues and other PC related issues per day
  • Deploy software and other jobs with Altiris software
  • Reimage and configure aproximately 300+ student computers each year
  • Hardware and software configuration and troubleshooting
  • Install, configure, and maintain network printers
  • Manage User profiles in Active Directory
  • Monitor and troubleshoot LAN equipment
  • Configure Cisco switches and routers
  • Install, configure, and maintain multi platform email software
  • Install, configure, and maintain VOIP phones, servers, and networking equipment
  • Manage and deploy Avast! enterprise antivirus solution across network and perform remote installations on nodes across the network

IT2

US Navy
San Diego, CA
10.2003 - 06.2007
  • Perform on site and over the phone support for 300+ end users to ensure efficient workflow
  • Hardware and software configuration and troubleshooting
  • Install, configure, and maintain network printers
  • Monitor and troubleshoot unclassified and classified LANs
  • Manage multiple User profiles in Active Directory
  • Update Intranet with vital information each week
  • Resolve Windows related issues and other PC related issues
  • Develop and maintain DRPs and BCP
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Education

Bachelor's degree - Business Management

University of Maryland
APO, AE
05.2017

Bachelor's degree - Information Security Systems

ITT Technical School
Cordova, TN
12-2011

Skills

  • Customer service
  • Network troubleshooting
  • Remote support
  • Ticket management
  • Technical troubleshooting
  • Hardware troubleshooting
  • Documentation and reporting
  • Issue resolution
  • Application installations
  • Support services
  • Incident management
  • SLA compliance
  • Helpdesk operations
  • IT ticket documentation

Timeline

Desktop Support Agent

Yusen Logistics
08.2025 - Current

Support Technician

Yusen Logistics
02.2015 - 02.2016

Support Technician

Hutchison School
10.2012 - 01.2015

IT2

US Navy
10.2003 - 06.2007

Bachelor's degree - Information Security Systems

ITT Technical School

Bachelor's degree - Business Management

University of Maryland
Shaun Thomas Quist