Shawn Wilkey
Centerville,UT
Summary
Dynamic IT professional with extensive experience at the Church of Jesus Christ of Latter-day Saints, excelling in customer support and team collaboration. Proven track record in incident management and quality assurance. Skilled in network and server maintenance, along with hardware and software troubleshooting. Strong background in training, ticketing, and quality assurance. Fluent in Portuguese.
Overview
3
3
years of professional experience
Work History
IT Global Support Tech Specialist
Church of Jesus Christ of Latter-Day Saints
Salt Lake City, UT
02.2023 - Current
- Assisted in onboarding new employees to enhance team integration.
- Resolved escalated customer issues by providing technical advice or troubleshooting assistance.
- Trained new hires in basic troubleshooting steps, and how to utilize a knowledge base.
- Managed quality control and maintained high level of customer satisfaction.
- Assisted in developing training materials for new technician onboarding processes.
- Managed quality assurance for a team of 30 or more agents.
- Tracked customer requests from initial contact through resolution.
- Took on specialist responsibilities while maintaining a 70%+ on-queue percentage.
Operations Center Technical Support Engineer
Church of Jesus Christ of Latter-Day Saints
Riverton, UT
02.2025 - 11.2025
- Monitored and diagnosed issues across routers, switches, firewalls, and other networking devices to ensure optimal performance and minimize downtime.
- Collaborated with cross-functional teams to escalate and resolve critical incidents, while maintaining detailed logs and reports to support continuous improvement.
- Monitored server performance and availability while performing routine maintenance tasks such as adding memory, backups, and basic troubleshooting to ensure stability and optimal operation.
- Identified and escalated Priority 1 (P1) incidents, coordinating with Major Incident Managers (MIMs) and engineering teams to drive efficient troubleshooting, while maintaining real-time timelines and detailed incident documentation.
IT Global Support Tech Generalist
Church of Jesus Christ of Latter-Day Saints
Salt Lake City, UT
09.2022 - 02.2023
- Troubleshooting in Windows and Mac OS's complicated software.
- Experienced with the Microsoft suite, VPN software, communications, printer support, and network troubleshooting.
- Obtained knowledge of computer hardware and the church ticketing process within ServiceNow.
- Maintained accurate records of customer interactions and service requests.
- Resolved 20+ tickets per day.
- Documented procedures for IT support processes and operations.
- Assisted in the development and implementation of new processes related to IT support activities.
- Provided technical support to customers via phone, email and remote access applications.
Education
Bachelors of General Studies - Business
Brigham Young University
Provo, UT12-2025
Skills
- Network connectivity troubleshooting
- Computer hardware knowledge
- New hire training
- Server monitoring and maintenance
- Applications systems
- Incident management
- Quality assurance
- Team collaboration
- Operating systems
- Fluent in Portuguese
- Internet applications
- Proficient in ServiceNow
Languages
Portuguese
Native/ Bilingual
Affiliations
Missionary, The Church of Jesus Christ of Latter-Day Saints. Brazil, Ribeirao Preto, 09/2017-09/2019.
Timeline
Operations Center Technical Support Engineer
Church of Jesus Christ of Latter-Day Saints
02.2025 - 11.2025
IT Global Support Tech Specialist
Church of Jesus Christ of Latter-Day Saints
02.2023 - Current
IT Global Support Tech Generalist
Church of Jesus Christ of Latter-Day Saints
09.2022 - 02.2023
Bachelors of General Studies - Business
Brigham Young University