Sheldon Fairclough
New York,NY
Summary
Results-driven IT technician with extensive experience in troubleshooting, providing technical support, and managing network operations. Demonstrated ability to effectively resolve complex issues and adapt to rapidly changing environments. Proven expertise in help desk environments, assisting employees and customers in resolving technical problems.
Overview
3
3
years of professional experience
Work History
IT Technician/Help Desk Technician
TechMate
10.2022 - Current
- Test/troubleshoot intercom systems in a residential building
- Installed and configured operating systems and applications
- Responded to support request from end-users and patiently walked individuals through basic troubleshooting tasks
- Maintained office PCs, networks, and mobile devices
- Test/troubleshoot Conference room
- Tier 1 Helpdesk: Responded to customer inquiries via phone, email, or chat, resolving basic technical issues and troubleshooting common problems
- Provided timely and accurate solutions to customers, ensuring elevated levels of satisfaction and support
- Documented and tracked customer interactions using ticketing systems, maintaining detailed records of issues and resolutions
- Tier 2 Helpdesk: Troubleshot and resolved complex technical issues, escalating when necessary to senior support teams
- Conducted in-depth analysis and diagnosis of technical problems, developing creative solutions and workarounds
- Collaborated with support teams to develop and implement effective troubleshooting guides and knowledge base articles.
- Maintained office PCs, networks and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
IT Field Technician
Workmarket.com
01.2022 - Current
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Performed tracing and patching operations for copper networks.
- Identified and immediately resolved issues with network devices.
- Troubleshot cable, underground junction boxes and conduit by utilizing specialized equipment and devices.
- Worked closely with network administrators and server engineers to deliver quality service.
- Located and repaired line faults to maintain existing network without causing signal failure interruptions.
Field Service Technician
Level 10
01.2022 - 12.2023
- Set up new store IT equipment, POS, Server Rack, and Internet
- Managed system-wide operating system and software deployments as well as related software upgrade problems
- Monitored server room, wireless network, and other server infrastructure, keeping systems running smoothly
- Linked computers to network and peripheral equipment
- Performed troubleshooting to correct computer hardware and software malfunctions
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software
- Stores built: LULULEMON, PUBLIC STORAGE, LEVIS, SKETCHERS, FIVE BELOW, PET SUPPLIES PLUS
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
IT Technician
Amazon GO and Amazon Fresh project, Walk out Technology
01.2022 - 01.2024
- Monitored systems in operation and quickly troubleshot errors
- Established, repaired, and optimized networks by installing wiring, cabling and devices
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and cameras
- Linked computers to network and peripheral equipment
- Recommended new and replacement hardware and software purchases.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and cameras.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
IT Support Specialist/ Field Technician
Smart Source - Citizen Bank Acquisition
02.2023 - 02.2023
- Set up all office PCs, networks and mobile devices
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Set up PCs, projectors, and microphones for use in video conferencing rooms
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Recommended new and replacement hardware and software purchases
- Set up and maintained user accounts and client access
- Executed technology implementation projects with minimal downtimes and business disruptions.
Education
Other - Information Technology
New York Institute of Technology (NYIT)
New York, NY02.2013
Skills
- Networking
- Desktop Technical Support
- Device Repair
- Active Directory
- Windows
- Linux
- MacOS
- Hardware Installation
- Application installations
- Desktop Technical Support
- Help Desk Operations
- Network Troubleshooting
- Software updating
- Server maintenance
- Wireless Networking
- Mobile fleet management
- Remote Support
- Virtualization Technologies
- Mobile Device Management
- Troubleshooting and diagnostics
- AV Equipment Management
Timeline
IT Support Specialist/ Field Technician
Smart Source - Citizen Bank Acquisition
02.2023 - 02.2023
IT Technician/Help Desk Technician
TechMate
10.2022 - Current
IT Field Technician
Workmarket.com
01.2022 - Current
Field Service Technician
Level 10
01.2022 - 12.2023
IT Technician
Amazon GO and Amazon Fresh project, Walk out Technology
01.2022 - 01.2024
Other - Information Technology
New York Institute of Technology (NYIT)
Similar Profiles
Russ FulghamRuss Fulgham
IT Contractor at TechMateIT Contractor at TechMate
Nick BringsNick Brings
Repair Technician at TECHMATERepair Technician at TECHMATE
Austin BeckerAustin Becker
IT Specialist at Techmate MNIT Specialist at Techmate MN
Jamaria WillomonJamaria Willomon
Clerical Associate at NYC Department of EducationClerical Associate at NYC Department of Education
Stevland PoliteStevland Polite
Vice President Institutional Securities Technology at Morgan StanleyVice President Institutional Securities Technology at Morgan Stanley