SHAWN GRIFFIN
Publix Super Markets Inc.
Auburndale,FL
8
years of professional experience
Results-driven IT professional with over 6 years of experience in diagnosing and troubleshooting issues. Proficient in ticketing systems including Service Manager, Service Now, and SAP. Skilled in using Powershell and command prompt for remote command execution and workstation setup. Collaborated with teams to efficiently resolve business-impacting issues while maintaining strong SLA compliance.
Work History
I/S Customer Support Analyst T2
3 Years 1 Month- Used advanced technical knowledge and troubleshooting skills to diagnose and solve problems with desktops, mobile devices, applications, and peripheral equipment.
- Collaborated with technicians to set up new devices and troubleshoot backend issues, enhancing operational efficiency.
- Coordinated with technicians in SAP and T3 teams in SNOW to expedite issue resolution.
- Developed training materials for new support staff, enhancing onboarding process efficiency.
- Mentored junior analysts on best practices in customer interaction and problem resolution techniques.
Customer Tech Support T1
4 Years 5 Months- Analyzed user problems using knowledge articles, expertise, and probing questions to identify root causes.
- Broke down and evaluated users problems, using knowledge articles, personal expertise and probing questions.
- Created very detailed tickets explaining what troubleshooting steps were performed and what the issue was.
- Monitored alerting system to proactively identify and address potential issues before they escalated.
Education
High School
Skills
Issue resolution
Analytical troubleshooting
Accurate and detailed documentation
Incident escalation
Training development
Customer communication
Onboarding support
Additional Information
- Used various programming applications in high school
- Basic understanding of photoshop, excel, Microsoft word, and Powerpoint
- Basic level knowledge in python
- Built and programmed a robot to perform various tasks to compete in FTC
Timeline
I/S Customer Support Analyst T2
Publix Super Markets Inc.
07.2023 - CurrentRead More
Customer Tech Support T1
Publix Super Markets Inc.
01.2019 - 06.2023Read More
McKeel Academy of Technology
High School
Read More