SHAWN MILES
Manassas,VA
Summary
Results-driven IT Professional with 7+ years of experience in hardware and software development, technical administration, and solutions implementation. Adept at configuring IT systems, providing end-user support, and improving workflows. Known for strong problem-solving skills and effective cross-functional collaboration.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Tech Support Analyst
Strategic Education, Inc.
01.2019 - Current
- Leading data quality management initiatives within Oracle Peoplesoft and Salesforce, ensuring data accuracy for staff, faculty, and students.
- Manage user security & access across critical Microsoft systems such as Azure, Active Directory, and Exchange.
- Configuring and deploying employee workstations and managing Single Sign-On (SSO) integrations.
- Providing advanced troubleshooting and remote monitoring assistance.
- Developing and maintaining user documentation, improving resource accessibility within our knowledge base.
- Participating in new hire orientations, addressing all technical queries to enhance our onboarding experience.
Product Support Specialist
Frontpoint Security Solutions LLC
08.2018 - 01.2019
- Provided technical support and troubleshooting for Frontpoint Security products, ensuring customer satisfaction.
- Assisted customers with installing, configuring, and operating security systems and home automation devices.
- Documented customer interactions and collaborated with internal teams to resolve issues and improve product offerings.
Threat & Research Analyst Intern
CyberForce, LLC
07.2017 - 01.2019
- Conducted research and analysis on strategic cyber threats, producing compliance-ready threat assessments using the Cyber Security Evaluation Tool (CSET).
- Performed open-source research on threat actors, contributing to the organization's threat intelligence.
- Developed and integrated security curriculums with defensive software, enhancing training simulations.
- Managed and prepared servers within Amazon Web Services' (AWS) cloud infrastructure.
IT Help Desk Technician
Ace Info Solutions Inc.
02.2018 - 08.2018
- Provided first-level technical support, resolving hardware, software, and network issues while maintaining a reliable user computing infrastructure, including password resets and managing user permissions through Active Directory.
- Monitored and utilized the helpdesk ticketing system to effectively communicate with team members, track incidents, and ensure timely resolution of service requests.
Education
Information Technology
Northern Virginia Community College
Leesburg, VASkills
- Technical Support & Troubleshooting
- Hardware Configuration & Deployment
- System & User Management
- Data Quality & Process Improvement
Certification
Mobile Device Management - JAMF Pro Associate Certification
Timeline
Senior Tech Support Analyst
Strategic Education, Inc.
01.2019 - Current
Product Support Specialist
Frontpoint Security Solutions LLC
08.2018 - 01.2019
IT Help Desk Technician
Ace Info Solutions Inc.
02.2018 - 08.2018
Threat & Research Analyst Intern
CyberForce, LLC
07.2017 - 01.2019
Information Technology
Northern Virginia Community College
Mobile Device Management - JAMF Pro Associate Certification
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