Tina Shaw
Ypsilanti,MI
Summary
Committed IT professional with expertise in system administration, network operations, Agile project management, and subject matter support. Proven ability in troubleshooting network infrastructure, implementing robust security measures, and delivering exceptional client support and consultation. Proficient in leveraging diverse technologies for seamless IT operations. Devoted to continuous learning and adapting to the evolving landscape of generative AI and Agile methodologies.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Analyst
Zolon Tech
08.2024 - 11.2024
- Obtained NACI Public Trust Clearance
- Implemented an improved Service Desk Model per the SOW
- Administered Scrum project mind maps for IT departmental workflows
- Executed the ITIL Maturity Model for a new Service Desk (SNOW) through iterative Agile progressions
- Developed and standardized ITIL-compliant SNOW dashboards for Service Desk analysis according to government regulations
- Created a Jira Confluence Page for core departments, including technical documentation and procedures
- Established standardized MOP/SOP guidelines for change management
- Collaborated with contract and Federal teams to outline application integrations
- Developed a themed training and onboarding guide
- Key Technologies: VmWare, Nagios XI, Observium, Endpoint Central Manager, Dell Manage Engine, SharePoint, Acronis, QNAP, BeyondTrust, Tenable, Cylance
NOC Analyst I
Buckeye Broadband Shared Services
09.2023 - 08.2024
- Conducted network monitoring and triage for broadband and IP services
- Diagnosed network alerts and executed incident response plans
- Performed maintenance impact assessments and created basic JQL filters in Jira
- Engaged in proactive network maintenance and DDoS mitigation
- Monitored bandwidth utilization for multiple servers
- Coordinated with third-party vendors for maintenance and change management
- Guided Tiered Tech Support for timely resolution of escalated issues
Jr. System Admin
S&G Convenience Stores Inc.
03.2023 - 08.2023
- Maintained and installed network infrastructure
- Troubleshot site issues and managed POS software and ATM troubleshooting
- Administered Solarwinds and Insite 360
IT Support Technician
Renasant Bank
05.2017 - 03.2023
- Provided support for hardware, software, and network issues
- Managed incidents in ServiceNow and monitored VDI
- Administered security access and IT asset tracking
IT Service Desk
Nordic Global
01.2022 - 01.2023
- Company Overview: part-time remote
- Offered managed healthcare IT services, focusing on Epic application support
- Utilized AD, Cherwell, and ServiceNow for issue resolution
- Part-time remote
Education
AA - Computer Information Systems
Itawamba Community College
01.2004
Skills
- Juniper
- Cisco
- Arista
- BGP
- OSPF
- TCP
- IPv4
- IPv6
- DNS
- DHCP
- Atlassian Suite
- Jira
- Confluence
- Splunk
- Grafana
- Analysis
- Critical Thinking
- Technical Writing
- Communication
- Negotiation
- Project Management
- Mentorship
- Leadership
Certification
- Juniper Networks JNCIA-Junos
- CompTIA Network+
- Certified Scrum Master (CSM)
- MOS Access
References
Available upon request.
Timeline
IT Analyst
Zolon Tech
08.2024 - 11.2024
NOC Analyst I
Buckeye Broadband Shared Services
09.2023 - 08.2024
Jr. System Admin
S&G Convenience Stores Inc.
03.2023 - 08.2023
IT Service Desk
Nordic Global
01.2022 - 01.2023
IT Support Technician
Renasant Bank
05.2017 - 03.2023
AA - Computer Information Systems
Itawamba Community College
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