Shawn Ashcraft

Work History

Nash Plumbing And Mechanical, LLC

2022.03 - 2023.01

Provided effective Senior Level IT Support to both technical and non-technical users
Tracked, documented, and resolved all IT incidents and requests within the IT Service Management Platform
Met and exceeded established IT Support SLAs and KPIs on all assigned incidents and requests
Utilized reliable organizational, communication and interpersonal skills to interact and support end users, team members, and leadership
Installed, configured, tested all hardware and software on new or existing devices, in accordance with established procedures and processes
Assisted with new hire onboarding and training user IT hardware and software
Provisioned and Updated new requests and/or reported troubles, utilizing Local AD/Azure AD, Group Policy, Microsoft Windows operating systems, O365 Admin Center, Apple Business Manager, MDM, Verizon Business Manager.
Utilized advanced understanding of TCP/IP networking (including Cisco AnyConnect VPN), MFA Protocols, to support company hardware, software, and peripherals.
Utilized advanced experience with Android and iOS-based cellphones and tablets utilizing ABM/MDM software to provision and manage in field assets.
Documented daily processes, procedures, and technical issues to update our internal IT Knowledgebase
Escalated complex and/or significant issues to appropriate IT supervisor/s and/or team members to assist in providing final solutions
Assisted with lifecycle refresh and replacement of IT assets.
Worked with limited to no supervision.

The Scarlett Group

2021.02 - 2022.02

Provided top tier network, server, hardware, software, and end user support for Scarlett Groups 121+ Client base
Daily support of TSG customer base through AutoTask ticketing system by phone, chat, and emails
Resolved reported issues utilizing various web based apps, software, and vendors on or before established SLA's
Proficiently supported and successfully transitioned between a wide variety of network, server, switch, phone, and user environments on a daily basis in order to resolve the constant flow of incoming user and network reported issues.

Gulf Mechanical Contractors, LLC

2020.06 - 2021.02

Provided hardware, software, Android/IOS Phone/Tablet support to office and field personnel by provisioning profiles through Local AD, ensuring proper provisioning to all devices being issued to Users
Successfully inventoried, managed, and reduced company technology to correct numbers on hand as well as reducing bill from over $10,000 per month to $4000 per month, effectively saving the company $72,000 for 2020-2021
Worked hand in hand with MSP (Scarlett Group) to update, repair, support VM hosts, out of support PBX SIP/PRI system, aging Sonic-walls, and out of date laptops/desktops/all-in-one workstations
Provided support to four office locations: 2 in Leesburg, 2 in Orlando.

FHV HEALTH

2018.08 - 2020.05

Provided broad, multi-level, network support to FHV Health's 10 locations by monitoring connectivity to various programs, devices, and systems used at all locations
Utilized all available tools, equipment, and troubleshooting to ensure timely resolution to various situations reported on daily basis
Ensured proper ticket documentation, staff follow up, and confirmed resolution and/or escalation to proper channels
Supported Hardware, software, telecommunications (equipment as well as programming) installation, and repair for FHV Health's 10 Facility's throughout Leesburg, and The Villages, FL
ECW EMR
PACS
Medical Imaging Modalities
Installed, repaired, supported Altigen phone system and accompanying programs
Managed successful transition from Altigen phone system to VOIP (Jive)
Installed over 200 Yealink T41S phones throughout 10 FHV Health Locations o Recorded, Uploaded, and provisioned all IVR messages ensuring that all dial plans were set up and properly routing in Jive to all customer facing inbound numbers
Provisioned, Monitored, and repaired Meraki Servers, Switches, and MX Firewalls for all FHV Health Locations ensuring consistent network stability throughout the company
Installed Meraki Access Points throughout all FHV Health locations ensuring proper and consistent wireless coverage
Maintained office supplies for all locations and ensured proper distribution when requested
Utilized up to date Adobe Suite products to assist in editing documents, and creating/updating forms