Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shawn Symonette

Miami Gardens,FL

Summary

Results-driven Systems Analyst with extensive experience in optimizing computer systems for enhanced efficiency and effectiveness. Demonstrates proficiency in user needs assessment, solution design, and the implementation of software and hardware upgrades. Expertise includes conducting thorough system audits, troubleshooting complex issues, and delivering strategic recommendations to bolster performance and security. Committed to leveraging analytical skills to drive continuous improvement in technology solutions.

Overview

15
15
years of professional experience
1
1
Certification

Work History

IT Support Specialist II

WEX INC
04.2024 - 10.2024
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Monitors and executes batch schedules to ensure compliance with customer SLAs, triages, and escalates issues to the Team Leader as appropriate.
  • Evaluated vendor products in order to recommend solutions that meet the needs of the organization.
  • Documented steps required for troubleshooting and compiled into reports.
  • Reviewed and analyzed computer printouts and performance indicators to locate code problems and correct errors.
  • Identified software and hardware issues and implemented proper troubleshooting methods for quick resolution.
  • Maintained quality-focused performance benchmarks and schedules when directing project teams.
  • Created user manuals, training materials, reference documents and other technical documentation related to system operations.
  • Performed system maintenance tasks such as backups, patching, upgrades and security measures.

Application Support Analyst

New Luster Cleaning Services
Miami, FL
11.2022 - 04.2024
  • Provided first-line technical support for computer hardware, software, and internet connectivity issues.
  • Troubleshot common issues such as password resets, software installations, printer malfunctions, and network connectivity problems.
  • Maintained and updated knowledge base articles, with troubleshooting guides and frequently asked questions.
  • Collaborated with the IT team to escalate complex technical issues and ensure timely resolution.
  • Handled user account access management, assigning credentials, distributing permissions and terminating defunct users.
  • Assist in monitoring computer resources, and providing recommendations for improvement.
  • Assist in the identification, evaluation, tailoring, and implementation of vendor-supplied software packages.
  • Assisted in developing strategies for disaster recovery planning in the event of an outage or failure.
  • Consulted with management to reach agreement on system principles.
  • Provided technical support to users on various applications and software packages.
  • Created detailed reports summarizing system performance metrics and user feedback.

Data Center Operations

Miami-Dade County Public Schools
Miami, USA
01.2018 - 11.2022
  • Provided technical support to users in resolving their queries related to data center operations.
  • Developed technical documentation for processes related to the data center operations.
  • Developed processes for efficient data center operations.
  • Created standard operating procedures and documentation for all processes related to data center operations.
  • Coordinated with vendors to procure new hardware or software necessary for maintaining an efficient data center operations team.
  • Developed, implemented and maintained data center operations processes and procedures to ensure reliability, availability and scalability of services.
  • Operated facility cooling and electrical systems to support data center operations.
  • Provided technical support and troubleshooting for data center operations.
  • Provided technical support for data center operations, including troubleshooting network connectivity issues.

System Support Analyst

Jackson Health System
01.2010 - 11.2017
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Maintained records of inventory levels for computer hardware and software items.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Assisted with implementation of disaster recovery plans in order to minimize downtime risks associated with system outages.
  • Performed daily backup operations on the network data storage devices.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Tested application compatibility prior to deployment into production environment.
  • Installed new hardware components such as CPUs, hard drives, memory chips.
  • Analyzed user requirements and implemented system changes to improve efficiency.
  • Tested, maintained and monitored computer programs and systems.

Education

Bachelor's - Computer Science

Florida A&M University

Skills

  • Systems deployment
  • Software and hardware updates
  • End user support
  • Diagnostic tools
  • Business intelligence
  • Network administration
  • Application support
  • System upgrades
  • Data integration
  • Software testing

Certification

  • University of Central Florida, Data Analytics and Visualization
  • New Horizons Computer Learning Center Microsoft, Certified Microsoft (MCP)

Timeline

IT Support Specialist II

WEX INC
04.2024 - 10.2024

Application Support Analyst

New Luster Cleaning Services
11.2022 - 04.2024

Data Center Operations

Miami-Dade County Public Schools
01.2018 - 11.2022

System Support Analyst

Jackson Health System
01.2010 - 11.2017

Bachelor's - Computer Science

Florida A&M University

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Shawn Symonette