Shawn Kelce
Hemet,CA
Summary
Experienced IT Hardware Support Specialist with 5+ years in troubleshooting, device provisioning, and technical leadership. Proven success handling escalations, training support teams, and optimizing IT workflows in fast-paced environments. Quick to adapt and eager to learn new technologies, often mastering tools or workflows after brief training. Passionate about improving systems and empowering end users through technology. Eager to grow into more strategic or complex IT roles where I can take on new challenges and drive impactful solutions.
Overview
5
5
years of professional experience
Work History
IT Hardware Support Specialist
Living Spaces Furniture
08.2022 - Current
- - Provision, configure, and support IT hardware across multiple retail locations, ensuring minimal downtime and consistent user experience.
- - Lead Tier 2 support escalations, resolving complex technical issues with urgency and accuracy.
- - Train Help Desk staff on troubleshooting procedures and hardware standards, improving first-call resolution rates.
- - Partner with internal teams to streamline IT workflows and enhance cross-functional support processes.
- - Manage company-wide equipment refresh cycles for laptops and mobile phones in collaboration with one additional technician.
- - Assist with quarterly on-site refreshes of desktops and printers alongside engineering staff, typically supporting 2–4 locations per quarter.
- - Provide white-glove executive support, ensuring prompt, discreet, and high-priority service for leadership and executive teams.
Remote Dental CSR
Aetna Dental
06.2021 - 05.2022
- - Provided customer support to members regarding claims and dental coverage inquiries.
- - Resolved issues efficiently while maintaining a high standard of customer satisfaction.
Service Desk Analyst
Kaiser Permanente
07.2020 - 03.2022
- - Delivered first-level IT support for internal staff, troubleshooting PC, Mac, and office equipment issues.
- - Escalated unresolved cases with thorough documentation to on-site teams, ensuring streamlined service.
Education
High School - undefined
Phoenix/Alessandro High School
01.1998
Skills
- Technical Skills:
- Hardware & Software Troubleshooting
- Device Provisioning
- Windows OS
- Office 365
- IT Lease Refresh
- Ticketing Systems (eg, ServiceNow)
- Support & Operations:
- Tier 2 Escalations
- End-User Support
- Help Desk Training
- Remote Support
- Asset Management
- IT Onboarding
- Documentation & Reporting
- Work Approach:
- Quick Learner
- Self-Directed Learning
- White-Glove Executive Support
- Collaboration
- Adaptability
- Customer service
- Remote support
- Support services
- Customer relationship management
- Training and coaching
- Technical assistance
- Technical troubleshooting
- Incident management
- Empathy and patience
- Escalation handling
- Service desk operations
- Hardware troubleshooting
- Helpdesk operations
Timeline
IT Hardware Support Specialist
Living Spaces Furniture
08.2022 - Current
Remote Dental CSR
Aetna Dental
06.2021 - 05.2022
Service Desk Analyst
Kaiser Permanente
07.2020 - 03.2022
High School - undefined
Phoenix/Alessandro High School