Summary
Overview
Work History
Education
Skills
Certifications Skills Abilities
Timeline
Generic

Shawn Harris

Stafford,VA

Summary

Technical Support Specialist with 11 year's career experience in help desk environments. Highly adept in systems analysis diagnostics and troubleshooting and resolving complex software and hardware issues. Exhibits excellent organizational and problem-solving skills. Works well in team environments and displays strong work ethic.


Overview

23
23
years of professional experience

Work History

Batch Plant Operator

Titan America
07.2018 - Current
  • Controlled the process to produce concrete from raw materials and additives according to predetermined specifications using computer batching software.
  • Managed inventory levels effectively, ensuring accurate record-keeping for raw materials and finished products.
  • Contributed to company cost savings through diligent monitoring of raw material consumption during production processes.
  • Scheduled aggregate bunkers and cement silo for filling.
  • Maintained a safe working environment by enforcing strict safety protocols and regulations for all team members.

Miscellaneous Duties

Titan America
07.2018 - Current
  • Perform miscellaneous duties and outside labor as requested, which may include, but not limited to, cleaning up around the plant, sweeping, shoveling, picking up equipment and or supplies
  • Assistance with transporting drivers from plant to plant as needed
  • Assistance with transporting mixers to and from getting inspections, maintenance, and drop off at various plants as needed

Concrete Mixer Driver

Titan America
07.2018 - 02.2025
  • Responsible for driving concrete mixer trucks to and from various job sites
  • Responsible for operating the truck to mix and pour concrete, load and unload concrete as needed
  • Responsible for daily inspections of vehicle; to include reports and mileage logs as well as clean and perform necessary routine maintenance on truck
  • Demonstrated professionalism through exceptional driving skills, maintaining a clean driving record throughout employment tenure.
  • Mapped and followed routes with GPS in alignment with strict timeframes.
  • Expertly navigated tight spaces while maneuvering a loaded concrete mixer truck, ensuring damage-free deliveries every time.

Front End Loader Operator

Titan America
07.2018 - 02.2025
  • Responsible for the safe and proper handling, loading, and storage of aggregate materials; and for the proper care and maintenance of ready-mix plant equipment.
  • Consistently refilling the Bins with aggregates for batching concrete.
  • Directed and maintained delivery of aggregates to designated location.

Operations Specialist

UPS Freight Shipping
06.2017 - 04.2018
  • Served as a liaison between customers and UPS, sales, and management teams
  • Answered incoming phone calls and tickets via FreshDesk from UPS Worldwide Express customers
  • Researched, identified and capitalized on profitable opportunities that were presented to the organization daily
  • Established and expanded relationships with key executives and decision makers within each customer territory
  • Worked with both central and local dispatch offices to assist in managing load schedules
  • Communicated daily with customers and carrier partners
  • Communicated internally with the sales team
  • Maintained a high level of activity over the phone and through the companies CRM system
  • Organized and scheduled freight pickups and delivery

Seasonal Tax Support Specialist

Intuit
10.2016 - 04.2017
  • Provided customer support on Tax Support to Pro-Series & Turbo Tax Customers
  • Assisted customers with installation of software & transferring files
  • Conducted troubleshooting and helped resolve product and tax questions and calculations
  • Interacted with the customers utilizing strong written and verbal skills as well as deep customer empathy

Receiving Associate

Vitamin Shoppe
03.2016 - 06.2016
  • Established leader with superb communication responsible for receiving and documenting all shipments and informing departments of deliveries
  • Responsible for ensuring all merchandise is processed in a timely manner and by company procedure
  • Perform routine cycle counts and utilized scanners and computer to track shipments and inventory
  • Load and unload trucks, while handling shipping of high-value items with zero instances of damaged goods
  • Proficient in the use of pallet jacks, standup forklift and order pickers to transport, stage and store freight
  • Knowledgeable with troubleshooting breakdowns and call repairs
  • Ensure compliance with environmental health, safety and corporate regulations
  • Commended for team-oriented attitude, contributing to improved efficiency and nearly 100% in order tracking and processing

Solution Center Specialist II

CarMax
05.2008 - 04.2015
  • Interacted professionally and efficiently with internal customers by assisting them with their questions on and supported software and computing platforms
  • Provided one-on-one user support without the use of scripted responses
  • Promptly identified business critical problems and escalated to appropriate levels
  • Resolved moderately complex problems quickly using tool sets
  • Empathized with customers while focusing on problem resolution
  • Worked with non-technical users to correctly identify root cause of problem with Technical Issues
  • Trouble shoot moderately problems utilizing basic network, LAN/WAN, PC and application knowledge
  • Advised internal customer on appropriate actions to take in a non-technical manner
  • Utilized IT trouble shooting tools to resolve and document problems & also assisted specialists with day to day questions
  • Provided training for specialists on specific problem resolutions
  • Utilized knowledge management tool within ticket management system to research resolutions to email Tickets
  • Created problem tickets in a ticket management system for tracking purposes
  • Utilized knowledge management tool within ticket management system to research resolutions
  • Mentored to others on the team
  • Assisted peers with day to day responsibilities to complex Application Support

IT Technical Specialist

SunTrust Mortgage
03.2004 - 04.2008
  • Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support
  • Designed and maintained websites
  • Analyzed network packet information and computer OS system data to identify and characterize anomalies on networks
  • Assessed allocation of resources
  • Provided recommendations for resolving defects
  • Worked on large enterprise and business critical applications
  • Assisted in the monitoring and reporting on website traffic and performance
  • Provided base level IT support to company personnel
  • Resolved customer complaints and concerns with strong verbal and negotiation skills
  • Trained new employees and explained protocols clearly and efficiently
  • Supported customers having data connectivity issues and provided thorough support and problem resolution for customers
  • Researched, documented and escalated cases to higher levels of support per internal procedures
  • Assisted in process refinement to improve customer service and support

Admissions Officer

Beta Tech Career Institute
03.2002 - 03.2004
  • Presented college campus and program material to prospective students
  • Contacted prospective students using a database gathered from internet and call-in leads
  • Maintained records of calls and appointments as well as compiled and completed enrollment paper work
  • Communicated daily with staff, management and Campus Director regarding new student status and enrollment concerns or issues
  • Assisted other members of the Admissions staff with interviewing and enrolling students
  • Facilitated new student orientation every ten weeks

Education

Training for Commercial Driver’s License -

Shippers Choice
manassas, VA
01.2018

Computer Networking -

Beta Tech
richmond, va
01.2004

Business Administration - Coursework in Business and Communications

Virginia state university
petersburgh, va
01.1992

High School Diploma -

CAROLINE HIGH SCHOOL
Milford, VA
01.1989

Skills

  • Class A Commercial Drivers License
  • Microsoft Office Specialist (MOS)
  • Help Desk Support
  • Technical Support
  • Troubleshooting Proficiency
  • Conflict Resolution
  • Software Testing
  • Training
  • Analytical Skills
  • Diagnostic Skills
  • Excellent Communicator
  • Patient
  • Diligent
  • Materials handling
  • Plant troubleshooting
  • Concrete testing
  • Heavy equipment operation
  • Time management

Certifications Skills Abilities

  • Class A Commercial Drivers License
  • Microsoft Office Specialist (MOS) PC & MS Office Proficient
  • Help Desk Support/Technical Support
  • Troubleshooting Proficiency/Conflict Resolution
  • Software Testing & Training
  • Analytical & Diagnostic Skills
  • Excellent Communicator/Patient & Diligent

Timeline

Batch Plant Operator

Titan America
07.2018 - Current

Miscellaneous Duties

Titan America
07.2018 - Current

Concrete Mixer Driver

Titan America
07.2018 - 02.2025

Front End Loader Operator

Titan America
07.2018 - 02.2025

Operations Specialist

UPS Freight Shipping
06.2017 - 04.2018

Seasonal Tax Support Specialist

Intuit
10.2016 - 04.2017

Receiving Associate

Vitamin Shoppe
03.2016 - 06.2016

Solution Center Specialist II

CarMax
05.2008 - 04.2015

IT Technical Specialist

SunTrust Mortgage
03.2004 - 04.2008

Admissions Officer

Beta Tech Career Institute
03.2002 - 03.2004

Computer Networking -

Beta Tech

Business Administration - Coursework in Business and Communications

Virginia state university

High School Diploma -

CAROLINE HIGH SCHOOL

Training for Commercial Driver’s License -

Shippers Choice
Shawn Harris