Shawn Hyder
Frederick,US
Summary
As a Desktop Support Technician, I am tasked with troubleshooting various incidents and finding resolutions in a timely and efficient manner. This requires excellent diagnostic and repair abilities, attention to detail, and great problem solving skills. Additionally, I prioritize great customer service to ensure that end users have excellent experiences. During my time with BRMI-DMS, I have taken an interest in learning and have shadowed senior personnel to further understand the processes and infrastructure that I work within, while also going back to school to finish my bachelor's degree.
Overview
15
15
years of professional experience
Work History
Desktop Support Technician
BRMI - DMS
2023.03 - Current
- Assess system hardware and software and suggest modifications to reduce lag time and improve overall speed.
- Respond to end users' support requests and patiently walk individuals through troubleshooting tasks.
- Provided great customer service to end users while ensuring that all their needs are met.
- Reduced downtime by shadowing senior technicians to get more hands on experience in the field while troubleshooting difficult issues.
- Showed leadership by revamping a work process and writing an SOP on the new workflow.
- Assisted in the deployment of new hardware and software as part of the TRP team, ensuring a smooth transition for the end-user throughout the process.
- Worked with vendors to troubleshoot scientific equipment that is imbedded within our ecosystem.
Operations Manager
CVS Pharmacy
2020.11 - 2023.03
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led Pharmacy meetings where I introduced new policies and procedures to further optimize workflow.
- Developed and maintained relationships with external vendors and suppliers.
- Facilitated smooth collaboration between departments through clear communication channels.
Bartender
Fajita Grande
2009.11 - 2022.03
- Served high customer volumes during special events, nights, and weekends.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Managed staff scheduling to optimize coverage during peak hours and minimize labor expenses.
Education
Bachelor of Science - Cybersecurity Management And Policy
University of Maryland Global Campus
Adelphi, Maryland, United States06.2025
Associate of Science - Cybersecurity
Frederick Community College
Frederick, MD05.2022
Skills
- Proficient understanding of BigFix and Jamf
- Excellent customer service
- Remote Desktop Support - Used tools such as Bomgar and Remote Desktop Connection to further support users
- Excellent written and verbal skills
- Problem-Solving
- Proficient understanding of Windows (10 & 11) & Mac Operating Systems (IOS, MacOS, and IpadOS)
- Proficient understanding of risk analysis and mitigation
- Proficient understanding of virtual machines
- Completed cybersecurity CTF's (Capture the Flag's)
- Troubleshooting and diagnostics
- Proficient understanding of VLAN's and how they operate within an ecosystem
- Advanced understanding of Microsoft Office
Timeline
Desktop Support Technician
BRMI - DMS
2023.03 - Current
Operations Manager
CVS Pharmacy
2020.11 - 2023.03
Bartender
Fajita Grande
2009.11 - 2022.03
Bachelor of Science - Cybersecurity Management And Policy
University of Maryland Global Campus
Associate of Science - Cybersecurity
Frederick Community College
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