Summary
Overview
Work History
Education
Skills
Websites
Recentcareerhighlights
Certification
References
Timeline
Shawn Frause

Shawn Frause

Information technology Professional
Aurora,CO

Summary

Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.

Overview

27
27
years of professional experience
2
2

Certification

Work History

IT Systems Support Analyst

Gates Corporation
Denver, CO
08.2023 - 08.2024
  • Ensured optimal operation of the company's headquarters' tech environment.
  • Ensures effective IT systems support by providing targeted advice.
  • Streamlined local user support and enhanced O365 environment operations using ServiceNow as a point of escalation.
  • Provided IT solutions to support office staff in enhancing productivity and adapting to new system technologies.
  • Leveraged extensive knowledge of hardware and software systems including Kabase, PowerBI, Oracle, SAP, Adobe Creative Cloud, O365, and Dell computers to enhance operational efficiency.

Systems Engineer

Pulsar
Lakewood, CO
07.2021 - 01.2023
  • Managed comprehensive IT system support for company-wide infrastructure.
  • Provided technical escalation support to troubleshoot complex system issues.
  • Collaborated with senior executives and field staff to develop optimal strategies for business requirements.
  • Excelled in critical thinking and comprehensive network administration knowledge.
  • Managed tasks using Intune, Azure/O365, and Active Directory.

Sr. Field IT Technician/ Manager

SCHWAZZE
Denver, CO
01.2020 - 12.2020
  • Delivered comprehensive technical solutions to meet the needs of an expanding organization.
  • Installed Trend Micro Anti-Virus to safeguard computers and POS systems.
  • Optimized user experience by streamlining communication channels through a robust SharePoint setup.
  • Oversaw the installation process for video and DVDR systems ensuring all transactions were recorded.
  • Managed onsite daily operations of the Freshservice ticketing system.
  • Managed installation of hardware and software for both new and current users.
  • Handled asset management functions across the organization.

Service Technician/Admin.

WELLTOK
Denver, CO
04.2019 - 12.2019
  • Directed desktop projects; engaged with vendors; communicated progress to managers.
  • Facilitated seamless group policy implementation from testing to troubleshooting for optimal compliance.
  • Led training sessions for team development.
  • Conducted evaluations of equipment during project rollouts.
  • Directed policies for safeguarding antivirus, encryption, MDM, and print services.
  • Resolved technical issues efficiently using Kaseya ticketing systems.
  • Provided support to new and existing users in addressing MAC-related challenges.

Service Technician/Engineer (Kforce Contractor)

Mesa Labs
Denver, CO
05.2018 - 11.2018
  • Installed technology solutions in blood banks and pharmacies.
  • Replaced temperature probes in various systems.
  • Logged temperature data in CDC, government buildings, freezer farms, and lab environments.
  • Performed hardware upgrades for optimized temperature maintenance.
  • Verified functionality of alert mechanisms for temperature control systems.

Desktop Support Level 2

CITY OF AURORA, CO
Aurora, CO
05.2017 - 11.2018
  • Managed Microsoft OS, software, hardware, and up to 250 city government applications.
  • Delivered on-site and remote technical assistance for desktops, software, and hardware.
  • Address computer-related complications promptly.
  • Handled the installation and upkeep of computer devices.
  • Delivered comprehensive training on various computer systems.
  • Quickly responded to IT support requests, ensuring timely resolution.
  • Engaged in activities involving standing or walking for prolonged durations.

Desktop Support Level 3 (Vincent Benjamin contractor)

LGS INNOVATIONS
Westminster, CO
02.2018 - 04.2018
  • Worked with IT security team maintaining compliance with security standards.
  • Ensured compliance and proper licensing of small computer assets through established policies.
  • Created and distributed image processing systems.
  • Executed lifecycle upgrades and conducted related training.
  • Conducted training sessions for end users on basic use of software applications like MS Office Suite.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Answered user inquiries to resolve computer software or hardware operation problems.

Network Administrator

FURNITURE ROW
Denver, CO
02.2013 - 11.2017
  • Managed network supporting around 2500 employees across five stores and headquarters.
  • Planned, configured, assessed, and installed systems.
  • Monitored and analyzed network performance; addressed issues as they arose.
  • Developed detailed documentation of procedures related to desktop support activities for reference purposes.
  • Provided desktop support services to end-users in various locations.
  • Participated in IT projects related to desktop support services.

SSI Project Team Lead/Desktop Support Tech Level II (Apex contractor)

XCEL ENERGY
02.2011 - 01.2013
  • Managed dual roles effectively ensuring seamless technical assistance across various platforms.
  • Coordinated transition of operating systems for over 2,500 machines from XP to Windows 7.
  • Refined implementation workflows with detailed and resourceful support guides.
  • Logged inventory to track supply counts, organize equipment, and gather important materials.
  • Determined consumer needs to provide products and services appealing to alarger market.

Service Desk Analyst Dept of Revenue

ST OF COLORADO Office of Info Tech
Denver, CO
05.2010 - 01.2011
  • Addressed and rectified tier I & II issues for state employees.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked effectively in team environments to make the workplace more productive.
  • Completed day-to-day duties accurately and efficiently.
  • Addressed project-related issues by working alongside a diverse group of colleagues.

IT Administrator

T-MOBILE
Denver, CO
01.2010 - 12.2010
  • Maintained and troubleshot desktop systems' hardware and software.
  • Conducted research into emerging technologies in support of system development efforts.
  • Provided technical support and guidance to users, resolving tickets monthly.

Helpdesk Analyst

HOSTING
Denver, CO
01.2009 - 12.2009
  • Upgraded and maintained workstation equipment.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on anongoing basis.
  • Created new accounts, reset passwords, and configured access to servers and file management software for users.

Education

Bachelor of Arts - Computer Science

UNIVERSITY OF PHOENIX

Associate of Applied Science - Graphic Arts

College America

Associate of Applied Science - Occupational Studies Computer Networking

Cambridge College

Skills

  • Network Systems Support
  • Asset Management
  • Mobile Device Management
  • Proficient in Mac OSX
  • Active Directory Administration
  • Windows Installation Expertise
  • Java Technical Support
  • Technical Support Specialist
  • Experience with Ticketing Platform
  • Microsoft Azure and O365
  • Support for Adobe Creative Cloud Applications
  • Intune Device Management
  • Senior Level Executive Assistance
  • Technical Troubleshooting
  • Windows Server Configuration
  • Application Problem-Solving

Recentcareerhighlights

  • Gates Corporation, Supported over 100+ Users at Denver HQ with all user’s hardware and Software needs. Collaborated with team to meet special projects, SLA times, Hardware Refresh Asset Management, and Workstation Compliance. Worked on a major refresh project including New Dell laptops and desktops, memory upgrades, audio and video for conference rooms.
  • Pulsar, Supported over 250 Users at three separate Pulsar, LW Survey, and Spartan with all hardware and Software needs. Worked with numerous software programs such as Adobe Creative Cloud, TBC, AutoCAD, Carlson, Skyline, Blue Beam, and ArcGIS. Kept costs down by applying hardware knowledge and skills obtained from having a Dell Certification.

Certification

  • MSCA
  • Dell Certfaction

References

References available upon request.

Timeline

IT Systems Support Analyst - Gates Corporation
08.2023 - 08.2024
Systems Engineer - Pulsar
07.2021 - 01.2023
Sr. Field IT Technician/ Manager - SCHWAZZE
01.2020 - 12.2020
Service Technician/Admin. - WELLTOK
04.2019 - 12.2019
Service Technician/Engineer (Kforce Contractor) - Mesa Labs
05.2018 - 11.2018
Desktop Support Level 3 (Vincent Benjamin contractor) - LGS INNOVATIONS
02.2018 - 04.2018
Desktop Support Level 2 - CITY OF AURORA, CO
05.2017 - 11.2018
Network Administrator - FURNITURE ROW
02.2013 - 11.2017
SSI Project Team Lead/Desktop Support Tech Level II (Apex contractor) - XCEL ENERGY
02.2011 - 01.2013
Service Desk Analyst Dept of Revenue - ST OF COLORADO Office of Info Tech
05.2010 - 01.2011
IT Administrator - T-MOBILE
01.2010 - 12.2010
Helpdesk Analyst - HOSTING
01.2009 - 12.2009
UNIVERSITY OF PHOENIX - Bachelor of Arts, Computer Science
College America - Associate of Applied Science, Graphic Arts
Cambridge College - Associate of Applied Science, Occupational Studies Computer Networking

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Shawn FrauseInformation technology Professional