Evan Shearer Email & Phone Number

Costa Mesa

Las Vegas, Nv

➤ Working on device management as well as AWS, infrastructure as code, and configuration management via Ansible.➤ Supporting Microsoft ADFS single sign on and Microsoft Active directory as well as Windows endpoint management.➤ Working with Ansible, SaltStack, and Terraform IaC and configuration management. ➤ Documenting operating procedures, creating training materials, and cross-training in-house nontechnical personnel.➤ Supporting systems maintenance for servers, mass storage arrays, desktops, and portable workstations, and systems.➤ Troubleshooting and resolving advanced system problems while prioritizing security, recovery, and cloud-based backups.➤ Applying familiarity with common software version control tools like Git and some experience with CI/CD pipelines.➤ Providing Jira administration and Jira project automation with built-in automation tools and REST API.➤ Regularly working with Ansible and Terraform as code tools for configuration management and infrastructure.

Las Vegas, Nv

➤ Contributed on the client engineering team to support a wide array of products and systems throughout the company.➤ Managed and maintained all MacOS and iOS client machines through Jamf Pro administration and automation.➤ Actively maintained and troubleshot Windows and Linux servers in an AWS and VMware hybrid environment.➤ Utilized configuration management tools and built automation using Bash, Python, and PowerShell scripting languages.➤ Documented operating procedures, created training materials, and cross-trained in-house nontechnical personnel.➤ Supported systems maintenance for servers, mass storage arrays, desktops, portable workstations, and systems.➤ Troubleshot and resolved advanced system problems while prioritizing security, recovery, and cloud-based backups.

Las Vegas, Nv

➤ Served as Tier 3 and Tier 4 technical resource for the end user support team including creating technical documentation.➤ Maintained and improved company Apple client device management through applying Jamf Pro MDM expertise.➤ Created support team processes including knowledge bases for Windows, MacOS and Linux client devices and servers.➤ Reviewed system requirements and business processes as well as tested, debugged, and implemented software solutions.➤ Provided technical training to the end user support team and created automation and scripting for common processes.➤ Administrated IT systems including Bomgar remote support appliances and Trend Micro enterprise security software.➤ Contributed to adaption, implementation, and post-implementation support of short- and long-term software solutions.➤ Conducted moderately complex technical analyses to ensure that software meets or exceeds end-user requirements.

➤ Served as a remote support technical resource and provided team technical training, documentation, and run books.➤ Delivered technical assistance and support related to computer systems, hardware, and software on small business team.➤ Performed maintenance, preliminary diagnostics, and repair for most technology products sold by Best Buy.➤ Assisted with device setup and client education and provided support and repair for all installed equipment issues.➤ Provided customer service in a knowledgeable and cheerful manner and regularly received positive customer surveys.➤ Analyzed and evaluated financial and team member performance to develop plans that drive overall services revenue.➤ Provided client education on technology in terms they could understand while resolving complex technology problems.

Las Vegas, Nv

➤ Managed 30 employees over 4 departments and supported agents in resolving complex issues with back-end processes.➤ Oversaw hiring, training, and development of technical resources while motivating and coaching service behaviors.➤ Supported agents through their career path through coaching training and ensured no client went underserved.➤ Fielded and resolved client complaints for all service and repair departments to provide an exceptional client experience.➤ Created an environment where employees can deliver a differentiated range of solutions throughout the life of a product.➤ Drove execution of end-to-end operations, sales strategies, and fulfillment services for the Geek Squad department.➤ Conducted business analysis utilizing company scorecards and reporting tools to identify business opportunities.➤ Quickly resolved unsatisfactory client experiences and investigated root cause to identify and implement action plans.➤ Monitored business rhythms of Precinct and Autotech leads and assisted with agent check-in sessions as needed.

➤ Sr. Agent – Geek Squad, Las Vegas, NV – 07/2010 to 10/2012➤ Advanced Repair Agent – Geek Squad, Las Vegas, NV – 10/2006 to 07/2010