Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Proficiencies

Shawn P. Arnold

The Villages,FL

Summary

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

38
38
years of professional experience

Work History

Manager, Support Service

Logically
Dublin, Ohio
01.2021 - Current
  • Maintain Daily, Weekly, and Monthly Smartsheets
  • Maintain multiple SmartSheet Dashboards
  • Engineers and Analyst keep a clean and updated Service Request Console
  • Keep KPI data and ensure Engineers and Analyst are following the process
  • Customer/Vendor Relationships
  • Help implement Dialpad/cloud phone system
  • Help the SOC team pull reports for incident response
  • Attestation of Compliance for Onsite Assessments – Service Providers
  • Pulled reports for the certification
  • CVE review for mitigation and put together a project to upgrade firewalls
  • Help with updating firewalls with new PCI requirements
  • Updating tickets in Connect Wise
  • Coordinate between different Business units depending on what is requested
  • Maintain on Prem VoIP servers along with Bright Metrics Reporting software
  • Help Configure Dialpad Cloud VoIP, creat new reports and adjust reports give from Dialpad deployment

Manager, Support Operations

Cerdant
Dublin, Ohio
03.2019 - 03.2021
  • Managed Operations and Remediation of 22 Employees
  • Conducted 1:1 every other week for each employee
  • Continued maintaining all tickets for workflow
  • Maintained 12 SmartSheets
  • Vendor Support
  • Customer Service
  • Customer Projects
  • Coach Team members
  • Perform Annual Evaluations
  • Biannual counselling
  • Maintain Vendor Certifications for Organization
  • Vendor Satisfaction
  • Helped with the decision to move to Cylance, AI Antivirus

Manager, Remediation Support

Cerdant
Dublin, Ohio
03.2018 - 03.2019
  • Managed 8 Employees
  • Schedule Work for all Technical Employees
  • Kept track of how many tickets each person received daily
  • Maintained KPI for call and ticket data
  • Worked with customers for RCAs
  • Called Customer for customer relationships
  • Cross departments for customer service
  • Quality Assurance on Console/Ticket updates
  • Work with Training to facilitate all Engineers attend/review Security Awareness

Network Analyst Senior

Cerdant
Dublin, Ohio
05.2016 - 03.2018
  • Assign tickets to all Engineering and Analysts
  • Maintain Firewall Base Configuration for RSS customers
  • Upgrade Firewalls for RSS customers
  • Maintain RMA tracking
  • Maintain KPI information
  • Review PCI failures and mitigate them for customer
  • Help write Process Documentation for the company and adjust for different customers
  • Guide new Analysts with the next steps when working with customer

Network Analyst II

Cerdant
Dublin, Ohio
01.2014 - 04.2016
  • Perform all items of a Network Analyst I
  • Call Queue for Remediation and Engineering
  • Configure Retail Service firewalls from scratch
  • Update Base Configuration for Retail Services

Network Analyst I

Cerdant
Dublin, Ohio
03.2013 - 01.2014
  • Perform layer one troubleshooting after the outage case is received
  • Call ISP and help program modems
  • Perform RMA of Firewalls when needed
  • Configure New Firewall from RMA
  • Work Report Failed Automated Backups
  • Work Report for Firewall Mods
  • Work MLA report
  • Work 90 days no contact report
  • Perform Audit on newly installed firewalls
  • Perform Web Portal audit on newly installed devices so billing can start
  • Work the call queue for inbound calls
  • Perform firewall changes, printer access, WiFi access

Intern Help Desk Analyst

CareWorks Technologies
Columbus, Ohio
10.2011 - 06.2012
  • Used an internal Ticketing system to monitor problem tickets with users and closed approximately 100 tickets a month
  • Corresponded with clients via telephone, Microsoft Communicator, and email in 31 offices in 17 states
  • Hardware and software troubleshooting for different environments, Windows XP, Windows 7, server 2003 and 2008, VMware, and Citrix
  • Used AD to create new users, unlock accounts, and maintain passwords
  • Troubleshoot printer issues consisting of hardware issues along with using a third-party printing application called Tricerat Screw Driver plugin
  • Used Microsoft Exchange to create and manage email accounts, communicator accounts
  • Worked with vendors to troubleshoot problems and schedule upgrades between clients and vendors
  • Walked users through the setup process on their smartphones and tablets

Student/Intern Help Desk analyst

Ohio Public Defender
Columbus, Ohio
01.2011 - 10.2011
  • Deployed Windows 7 for 130 users
  • Tested and implemented a help desk ticketing system
  • Performed help desk duties for end users
  • Maintained users ’PCs for virus cleanup, set up user accounts, and defragmentation of computers
  • Cleaned up DNS forward and reverse
  • I managed daily backup duties, including changing tapes, erasing old tapes, labeling, and filling out paperwork for off-site storage
  • Trained personnel on VoIP phones in the satellite offices
  • Researched to purchase hardware for servers
  • Replaced UPS batteries and take out for repair
  • Utilized Network Protocol Analyzer (wire shark) to monitor the VLAN for the VoIP for phone outages
  • Assisted in moving and setting up two satellite offices with network equipment
  • Provided on-hand and phone customer service to 130 users
  • Maintained and cleaned copiers, and when unable to fix call in for repair

Production Control Specialist and GFE Coordinator II

L-3 Communication
Lexington, KY
12.2006 - 11.2009
  • Planned and prioritized purchasing government-furnished equipment for installing MH60M aircraft
  • I worked on updating Microsoft Excel spreadsheets to track the issues and installation of items on the program
  • I created Word documents to let supervisors know what was needed or missing

SK1 First Level Supervisor

U.S. Navy
12.1986 - 12.2006
  • I created Excel spreadsheets to track the purchases made on each individual's Government Purchase Card.
  • Maintained a monthly tracking sheet in Microsoft Outlook, and emailed Word documents to supervisors explaining stock levels.
  • Using Microsoft Access, the training department could track new command personnel to ensure they received all the necessary training.
  • Directed and supervised a team of 15 employees in daily operations.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Oversaw inventory management, ensuring adequate stock levels and reducing waste.
  • The training program was created using Microsoft Access for the different required training for month, quarter, and yearly completion times.
  • Managed the Supply Department's Preventive Maintenance Management Program.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Education

Bachelor of Science - Network and Communications Management

DeVry University, Columbus, OH
03.2013
GPA: 3.4

Skills

  • Window XP
  • Windows 7
  • Server 2003
  • Server 2008
  • Kaseya
  • Printers
  • Office Suite
  • Lotus Notes
  • Spice Works
  • RDP
  • Smart Phone/Tablet
  • Management
  • Data Entry
  • Help Desk
  • Customer Service
  • VoIP
  • Routers
  • Switches
  • LAN/WAN/WLAN
  • DNS
  • Peer-to-Peer
  • Subnetting
  • VMWare
  • Citrix
  • Network Design
  • Enterprise Network Management
  • Microsoft Bit Locker
  • NMS
  • Linux Server
  • Network Security
  • One Note
  • Firewall
  • Connect Wise
  • Mitel VoIP
  • DialPad VoIP
  • Shift scheduling
  • Time management
  • Task delegation
  • Employee onboarding
  • Staff training and development
  • Project planning
  • Relationship building
  • Performance management
  • Team leadership
  • Policy and procedure development
  • Trend analysis
  • Inventory management
  • Work prioritization
  • Customer service
  • Decision-making
  • Operations management
  • Staff development
  • Coaching and mentoring
  • Verbal and written communication
  • Customer relationship management (CRM)
  • Change management
  • Conflict resolution
  • Goal setting
  • Documentation and reporting
  • Disciplinary techniques
  • Cross-functional team management
  • Data analysis
  • Staff management

Accomplishments

  • Supervised team of 15 staff members.
  • Achieved KPI by introducing Week-In-Review for answering the phones tasks.
  • Documented and resolved Outage Process which led to Customer Satisfaction.
  • Collaborated with team of 5 in the development of Retail Service Satisfaction.
  • Used Smartsheet to track Employee ticket Assignments.

Timeline

Manager, Support Service - Logically
01.2021 - Current
Manager, Support Operations - Cerdant
03.2019 - 03.2021
Manager, Remediation Support - Cerdant
03.2018 - 03.2019
Network Analyst Senior - Cerdant
05.2016 - 03.2018
Network Analyst II - Cerdant
01.2014 - 04.2016
Network Analyst I - Cerdant
03.2013 - 01.2014
Intern Help Desk Analyst - CareWorks Technologies
10.2011 - 06.2012
Student/Intern Help Desk analyst - Ohio Public Defender
01.2011 - 10.2011
Production Control Specialist and GFE Coordinator II - L-3 Communication
12.2006 - 11.2009
SK1 First Level Supervisor - U.S. Navy
12.1986 - 12.2006
DeVry University - Bachelor of Science, Network and Communications Management

Proficiencies

Windows XP, Windows 7, Server 2003, Server 2008, Kaseya, Printers, Office Suite, Lotus Notes, Spice Works, RDP, Smart Phone/Tablet, Management, Data Entry, Help Desk, Customer Service, VoIP, Routers, Switches, LAN/WAN/WLAN, DNS, Peer-to-Peer, Subnetting, VMWare, Citrix, Network Design, Enterprise Network Management, Microsoft Bit Locker, NMS, Linux Server, Network Security, One Note, Firewall, Connect Wise, Mitel VoIP, DialPad VoIP

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Shawn P. Arnold