Aaron Shipman Email and Phone Number

• Manage, mentor, and support a team of technicians and student employees.• Monitor performance and develop feedback reports.• Communicate with customers and provide in-person and remote support.• Manage customer requests via the ticketing software.• Provide advanced technical assistance, support, and troubleshooting in the resolution of system communications failures and conflicts.• Perform problem resolution and provide on-call support for computer/network systems.• Plan and implement hardware asset life cycle strategy and serve as the hardware asset management subject matter expert.• Advise management in procurement strategies for hardware acquisition.• Apply a continuous improvement approach in enhancing the strategies employed in technology.• Participate in professional development activities.• Follow standard Help Desk operating procedures.

- Investigates, analyzes, and resolves complex hardware problems on University computer systems; performs advanced hardware repairs, maintenance, technical assistance, and support on a wide range of PC-based computers and peripherals- Analyzes and resolves problems on complex computer applications and systems for faculty, staff, and students- Provides advanced technical assistance, support, and troubleshooting in the resolution of system communications failures and conflicts- Performs problem resolution and provides on-call support for computer/network systems- Researches, analyzes, and recommends appropriate computer hardware for customized computer configurations- Performs routine, day-to-day hardware and software maintenance as assigned, and assists in proper upkeep and utilization of systems- Trains and supervises student employees, as appropriate.- Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems; participates in professional development activities as appropriate- Follow standard Help Desk operating procedures- Track and route problems and requests and document resolutions- Identify and escalate situations requiring urgent attention- Perform miscellaneous job-related duties as assigned- Provide support during off hours in the event of system outages and participate in an on-call rotation

- Interview potential candidates to hire for various department positions-Develop new training materials and systems for the department - Train new employees in department policies and procedures- Oversee operation of all software applications used by the department- Develop the weekly staff schedule and overtime schedule as required- Collaborate with other command staff members to draft new department policy- Provide service to all members of the campus community and campus visitors- Create bi-weekly reports of activities of team members for administration- Create a permanent record of issues by filing incident reports - Investigate incidents on campus, either individual or in conjunction with other departments- Work in conjunction with Cleveland Police and Fire Departments with events and situations on campus- Work as part of a team providing service and security during special events held on campus- Conduct incident investigation through interviews, data collection, and video surveillance review- Patrol campus to deter crime and investigate suspicious behavior- Serve as acting Director pro-temp and carry out responsibilities including: leading the Department of Campus Security, responding to critical incidents, delegating work assignments to other Safety Officers

- Worked with co-workers as a team to ensure proper packing line movement - Worked as a team or individually to meet daily production goals set by managers- Maintained a clean work station during my shift to guarantee a productive personal safety- Followed Mars’ and Staff Management policies and procedures for ensuring and safe and productive workplace

- Provided customer service to store customers and cashiers- Assisted store customers with billing questions, product issues, and money orders- Provided service to the cashiers by verifying money in each register till- Counted, balanced, and prepared daily store bank deposits ranging between 15 and 40 thousand- Followed strict policies and procedures to provide Western Union services including: money orders, money transfers, and payment services