Shea Bassaragh
Coconut Creek,FL
Summary
Experienced technical resource with a proven track record of providing top-tier customer-centric technology support across executive, corporate, and field levels for over 15 years. Efficiently manages time, prioritizes incidents and service requests, coordinates meetings and events, safeguards confidential data, and effectively communicates expectations to stakeholders. Demonstrates outstanding oral communication and interpersonal abilities, excelling both autonomously and collaboratively within team environments.
Overview
8
8
years of professional experience
Work History
Modern Workplace Specialist
Coca-Cola Beverages Florida
09.2024 - Current
- Led enterprise-wide implementation of Microsoft 365 Copilot, enhancing digital productivity.
- Provide high-touch, white glove support to executives and frontline users.
- Designed and conducted end-user training sessions, producing onboarding materials, lunch & learns, and workshops to meet company goals in productivity, experience, revenue, and profit.
- Teamed up with cross-functional groups to evaluate and deploy automation technologies for increased operational efficiency.
- Act as a strategic advisor on modern workplace trends, user experience optimization, and digital collaboration best practices.
- Develop visual presentations, executive briefings, and stakeholder communications to promote engagement and measure success of M365 solutions.
- Serve as a bridge between IT and the business, capturing feedback and translating it into actionable technical solutions and future roadmap insights.
- Evaluate pilot programs and proof-of-value engagements for Copilot, ensuring alignment with organizational readiness and capability building.
- Provide post-implementation support and iterate on feedback loops to continuously improve adoption and user satisfactio
Field Technology Analyst
Coca-Cola Beverages Florida
01.2021 - 09.2024
- Supported Coke Florida’s South Florida facilities providing troubleshooting and timely resolution to a wide array of technology incidents and service requests
- Built/maintained relationships with key leaders including ASA’s, TGM’s, and other business leaders.
- Provided after-hours and on-call support for outages.
- Trained and supported other team members at the direction of the Service Delivery Manager.
- Helped Service Delivery Manager coordinate and lead Special Programs and Customer Experience activities such as Surface Pro Device Rollout, iPhone Pro Rollout, and Network Upgrades.
Technology Service Desk Analyst
Chewy, Inc
03.2021 - 09.2021
- Supervised scheduling and day-to-day functions of help desk personnel.
- Supported team members in defining and attaining their quarterly and annual targets.
- Identified and addressed problems in both web and desktop platforms.
- Executed installation of essential hardware components such as motherboards, processors, and RAM.
Genius
Apple
02.2017 - 03.2021
- Provided expert guidance and technical support to Apple users.
- Resolved hardware and software issues promptly.
- Oversaw day-to-day activities of Genius Bar, coordinating a team of 5-10 Geniuses.
- Collaborated with technical team to resolve issues.
- Authorized devices and performed necessary repairs.
- Addressed staff concerns arising from customer escalations.
Education
Bachelor - Computer Science
Broward College
Coconut Creek, FLCertificate - Cyber Security Boot Camp
University of Miami
Miami, FL01.2022
Skills
- A Certified
- Mac OS
- DNS / Remote Desktop Connection
- Windows OS / Microsoft O365 Admin
- Active Directory
- NCentral
- Powershell / SCCM
- Cisco - CUCM/CUIC/UCCE/Jabber/Anyconnect
- Extensive Customer Service Experience in the Technology Sector
- Excellent Time Management Skills
- Strong Analytical and Technical Problem Solving Skills
- Ability to Adapt to Change and Work in a Fast Paced Agile Work Environment
Timeline
Modern Workplace Specialist
Coca-Cola Beverages Florida
09.2024 - Current
Technology Service Desk Analyst
Chewy, Inc
03.2021 - 09.2021
Field Technology Analyst
Coca-Cola Beverages Florida
01.2021 - 09.2024
Genius
Apple
02.2017 - 03.2021
Bachelor - Computer Science
Broward College
Certificate - Cyber Security Boot Camp
University of Miami
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