Hi, I’m
Shawn Clay
Columbus,OH
Summary
Proven expert in technical support and system maintenance, I elevated Kaiser Permanente's efficiency by streamlining repair processes and significantly reducing system issues. With a knack for troubleshooting and a commitment to providing exceptional remote support, my skills in software deployment and incident management have consistently enhanced user satisfaction and operational productivity.
I also won an KP Innovation award for introducing a time saving process involving LAN and WLAN operation simultaneously.
Overview
8
years of professional experience
Work History
Kaiser Permanente
Virtual Support Senior (Level 2)
07.2016 - Current
Job overview
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Responded promptly to incoming sales leads and requests for technical support.
- Promoted efficiency among departments with prompt resolution of system issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured and tested new software and hardware.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
ITT Technical Institute - IndianapolisIndianapolis, IN
MBA from Business Administration And Management
08.2013
Keller UniversityColumbus, OH
Bachelor of Science from Information Technology
04.2011
Skills
- Technical support expertise
- Operating System Proficiency
- Wireless Networking
- Remote Support Capabilities
- Application support
- Incident Management
- Software configuration
- Mobile Device Support
- Project management experience
- Desktop Technical Support
- Remote Support
- Application installations
- Operating system management
- Help Desk Operations
- Technical Support
- Helpdesk services
- Software deployment management
- Microsoft Windows and Office
- Remote Technical Support
- Help Desk Support
- Desktop support
- Troubleshooting Network Issues
- User Support
- Online Chat Support
- Support Services
- Issue and Resolution Tracking
- System Maintenance
- Technical Troubleshooting
- Hardware and Software Repair
- Technical issues analysis
- Task Prioritization
Software
Service Now, Active Directory, CAT tools, Azure AD, MS Admin, Teams Admin, Bomgar,
Timeline
Virtual Support Senior (Level 2)
Kaiser Permanente
07.2016 - Current
ITT Technical Institute - Indianapolis
MBA from Business Administration And Management
Keller University
Bachelor of Science from Information Technology
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