John Sheldon Email & Phone Number

Boston, Massachusetts, United States

Working in a highly dynamic work environment has given me the expertise required to provide all levels of support for my end users with professionalism and dexterity. In my current position, I am responsible for providing all levels of technical support by responding to emails, phone calls, casual hallway conversation, and tickets generated in response to technical problems pertaining to their email addresses, logins, hardware, software applications and peripherals. A majority of the service requests I have received from my end users with technical issues have been resolved to the first time. I support my end users via on-site (face to face), email, and phone.

Boston, Massachusetts, United States

• Lead Technician who supervised the investigation and resolution of hardware and software issues both remotely and onsite. • Expertly installed, configured, monitored and troubleshot PC's and related hardware on all OS platforms. • Configured and utilized bootable usb/firewire external hard drive to bypass hard drive (eliminating software problems) and boot to both PPC and Intel Apple Computers. • Configured and utilized Apple ASD EFI and ASD OS bootable diagnostic tools to troubleshoot modulars including hard drive, video, memory, ethernet, bluetooth, wireless connectivity, keyboard, trackpad and clicker failures, temperature sensors, etc. • Supervised front desk person, 1 field pc technician and 3 on site bench pc technicians

Wilmington, Massachusetts, United States

• Hardware repair for PCs and laptops • Built and utilized bootable USB/firewall external hard drive to eliminate software problems • Troubleshoot hard drives, video, memory, Ethernet, Bluetooth, wireless connectivity, keyboard, trackpad, and clicker failures • Certified and experienced in repairing Acer, Alienware, Dell, HP, Apple and Toshiba laptops

Boston, Massachusetts, United States

• Maintained and provided senior level knowledge of IT/IS technology in a college environment. • Provided senior level helpdesk support to Faculty and Staff.• Mentored/trained lower level helpdesk associates.• Executed a variety of helpdesk centered projects.• Carried out departmental and company processes. • On the client's behalf, communicated with a variety of vendors for issues and needs in terms of hardware, software and communications.• Provided the technical expertise to recommend and implement solutions that would provide maximum return on investment as well as being cost effective to the business process of the client• Provided departmental status updates and reports whenever requested by upper management. • Monitored ticketing system and making sure tickets are addresses in a timely fashion. • Balance a variety of issues and meet various deadlines at the same time.• Set up A/V equipment for a variety of internal and external events.

Boston, Massachusetts, United States

• Information Services and Technology (IS&T)-Hardware Services Team • Repaired complex and diverse computer support activities, both in-person and via telephone. • Repaired desktop and laptops that were supported by the Institute. • Interpreted and resolved a variety of situations and issues. • Consulted with customers on upgrades and repairs. • Documented repairs using ticketing system. • Configured and repaired software issues on customers' computers as they related to hardware issues. • Communicated with vendors to place orders, learn of new products and services, and gain diagnostic assistance. • Handled confidential customer information; exercising judgment and analysis on expediting and prioritizing repairs and service.

Boston, Massachusetts, United States

• Replaced XP Compaq desktop computers with new Vista HP desktop computers • Migrated image from one hard drive to others using Ghost software. • Installed backup software for distribution and maintenance all computers and peripherals. • Installed and configured Blackberry Desktop Manager • Coordinated and confirmed desktop configurations were complete and network connectivity worked securely, with Washington, DC and other local offices