Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shelby Zimmerman

Beloit

Summary

Experienced Information Technology Professional with a decade of expertise in user account administration and technical support in corporate and government environments. Proficient in VPN configuration, network troubleshooting, and Microsoft 365 administration, ensuring seamless end-user experiences. Strong track record in managing incidents and implementing robust cybersecurity protocols for large-scale organizations.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Consolidated Court Automation Programs (CCAP)
01.2025 - Current
  • Provide hardware and A/V support for over 2,800 users in 80 remote locations.
  • Install and configure hardware and software for the wisconsin court system.
  • Provide remote technical support over the phone using remote assistance software (VNC Viewer, GoToAssist, Syxense).
  • Perform field service across the state of Wisconsin to repair, replace, or upgrade hardware.
  • Respond quickly and efficiently to system failures, natural disasters, and other unplanned events.
  • Implement and uphold cyber security policies.
  • Monitor flagged messages and senders within email security management programs.
  • Monitor and resolve network issues.
  • Maintain security standards with remote work via usage of Cisco VPN, Duo Authenticator, Remote Desktop Services, and BitLocker.
  • Configure Printers, PDUs, and Laptops for remote access.
  • Configure switches for deployment and remote access.
  • Utilize digital audio and video platforms (Tesira) to monitor and configure audio-over-ip protocols.
  • Triage complex and large-scale incidents for higher level support.
  • Create documentation within zendesk for device setup, new resolutions, software use, etc.

IT Specialist

Diamond Assets
08.2024 - 10.2024
  • Managed Mobile Device Management through Mozyle and Kandji to ensure compliance.
  • Executed configuration of managed switches in Extreme to improve network efficiency.
  • Developed and updated technical training materials, including manuals and videos.
  • Performed updates and tests on MacOS Ventura, Sonoma, and Sequoia images.
  • Oversaw repair processes for MacBooks, iPads, and iPhones to maintain functionality.
  • Leveraged Apple Configurator for effective wiping and reformatting of pre-owned Apple devices.
  • Implemented ITIL framework to enhance service delivery and improve incident management processes.
  • Led cross-functional teams to streamline IT operations, ensuring alignment with organizational goals.
  • Developed training programs for staff on IT best practices and system usage, fostering a culture of continuous improvement.

Help Desk Analyst

National University
09.2021 - 08.2024
  • Configured new users and managed access through SOAR, OKTA, and Active Directory systems.
  • Facilitated user support across multiple communication channels, including email and phone.
  • Recorded all actions within SDP while producing instructional documentation for unique issues.
  • Contributed to job aid creation and improvement for diverse positions.
  • Engaged with various teams to ensure efficient onboarding processes.
  • Resolved technical issues for end-users, ensuring minimal disruption to academic operations.
  • Provided training and support for software applications, enhancing user proficiency across departments.
  • Documented troubleshooting processes and solutions, creating a knowledge base for future reference.
  • Analyzed user feedback to identify recurring issues, driving proactive improvements in support services.
  • Mentored junior analysts, fostering skill development and promoting best practices in customer service.
  • Led initiatives to streamline ticketing processes, resulting in faster resolution times for user requests.
  • Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
  • Provided customer support and technical support to over 40 customers daily.

Desktop Support Contractor

AbbVie
11.2020 - 09.2021
  • Utilized Active Directory for user setup, access control assignment, and password resets.
  • Prepared hardware and peripherals for new employee onboarding.
  • Backed up and transferred user data to new devices.
  • Scheduled, prepared, and shipped equipment for new hires promptly.
  • Collaborated with cross-functional teams to streamline operational processes and improve efficiency.
  • Developed and maintained comprehensive documentation for project tracking and reporting.
  • Coordinated timely delivery of materials and resources to job sites, preventing delays in project timelines.

Help Desk Contractor

Lake County Health Department
11.2019 - 08.2020
  • Utilized Active Directory for user setup, access control assignment, and password resets.
  • Assisted in onboarding new employees by delivering training and technical support for Office365.
  • Performed laptop and desktop imaging, including software installation, updates, and downloads for optimal configuration.
  • Provided on-site setup and support for office desktop and laptop workstations.
  • Oversaw deployment of laptops and mobile devices to ensure timely distribution.
  • Created and deployed Apple Configurator profiles and blueprints for device management.
  • Facilitated training sessions for new contractors, ensuring adherence to company standards and procedures.
  • Established strong client relationships, enhancing communication and satisfaction throughout project lifecycles.
  • Led continuous improvement initiatives, resulting in optimized resource allocation and reduced turnaround times.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Consulted with customers to assess needs and propose optimal solutions.

Help Desk Technician

Zion Benton Township High School
06.2012 - 05.2015
  • Managed Mobile Device Management through Mozyle and Kandji to ensure compliance.
  • Executed configuration of managed switches in Extreme to improve network efficiency.
  • Developed and updated technical training materials, including manuals and videos.
  • Performed updates and tests on MacOS Ventura, Sonoma, and Sequoia images.
  • Oversaw repair processes for MacBooks, iPads, and iPhones to maintain functionality.
  • Leveraged Apple Configurator for effective wiping and reformatting of pre-owned Apple devices.
  • Implemented ITIL framework to enhance service delivery and improve incident management processes.
  • Led cross-functional teams to streamline IT operations, ensuring alignment with organizational goals.
  • Developed training programs for staff on IT best practices and system usage, fostering a culture of continuous improvement.

Education

Associate of Applied Science - Information Technology

National University
La Jolla, CA
08.2024

High School Diploma -

Zion Benton Township High School
Zion, IL
05.2016

Skills

  • ITIL methodologies
  • Microsoft 365 management skills
  • Active directory administration
  • ticketing system knowledge
  • Mobile device management
  • automation with PowerShell
  • dhcp setup
  • Voip voice solutions
  • vpn configuration/management
  • general health IT (HIT)
  • effective time management
  • general network engineering skills
  • eigrp routing protocols
  • general salesforce administration tasks
  • project tracking with JIRA
  • macos/ios technical support
  • virtualization with hyper-v
  • Application support
  • Technical troubleshooting
  • Technical support
  • Problem-solving
  • Hardware configuration
  • Technical documentation
  • Customer support
  • Root-cause analysis
  • Teamwork and collaboration

Certification

  • Windows Server 2012 Active Directory: Management and Implementation
  • Windows Server 2019: Installation and Configuration
  • Zendesk Customer Service Professional

Timeline

Technical Support Engineer

Consolidated Court Automation Programs (CCAP)
01.2025 - Current

IT Specialist

Diamond Assets
08.2024 - 10.2024

Help Desk Analyst

National University
09.2021 - 08.2024

Desktop Support Contractor

AbbVie
11.2020 - 09.2021

Help Desk Contractor

Lake County Health Department
11.2019 - 08.2020

Help Desk Technician

Zion Benton Township High School
06.2012 - 05.2015

Associate of Applied Science - Information Technology

National University

High School Diploma -

Zion Benton Township High School

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