Shawn Masters Email & Phone Number

Monterey, California, United States

Triage, analyze, research, track and escalate reported issues and drive through to resolution. Build and maintain Jira Cloud platform for Developer and Technical Support teams Responsible for the maintenance, configuration, and reliable operation of computer systems, servers, and virtualization Install and upgrade computer components and software, manage virtual servers, and integrate automation processes Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures Responsible for capacity, storage planning, and server performance Automate routine, repeatable tasks

Monterey, Ca

-Document system changes and procedures on a regular basis-Review, evaluate, formulate and execute project plans, schedules and budgets. Identify and negotiate schedules, milestones and resource requirements to meet project objectives and modify schedules as required.-Manage Agency Technical Support Engineers who are diagnosing and troubleshooting complex enterprise software or application issues submitted by customers and partners.-Audit Agency Technical Support department work performance to ensure the appropriate procedures are being followed. Manage ticketing queues and provide weekly KPI reporting on Jira tickets. (SLA Reporting, Tickets Closed, Open Tickets)-Manages customers’ expectations to ensure satisfaction. Assures smooth transition of customers from project implementations to full-time support by this team.-Ensure that customer and partner issues are appropriately logged in Jira, researched and accurately resolved in a timely manner, meeting and exceeding customer expectations.-Coaches and reviews team members to ensure adequate performance of their duties, adherence to policies and procedures regarding their professional development. Develops and maintains effective relationships with cross-functional teams, customers and partners.

Reno, Nevada Area

SUMMARY: The Sr. Production Support Engineer is responsible for assisting with issues escalated from Tier 1 Technical Support team, Enterprise customers and internal sources. Assisting Tier 2 Production Support engineers with escalations and creating a self-service support document library. ESSENTIAL DUTIES AND RESPONSIBILITIES Include but are not limited to:• Mentoring and training Technical Support and Production Support Engineers to improve troubleshooting of complex client application, integration and environment issues.• Manage tickets by prioritizing, researching and resolving issues, including interacting directly with clients as needed • Assist in onboarding of new employees• Establish processes and procedures for handling tasks, issues, and other Technical events • Respond to and analyze software and database access and performance issues, performing or proposing certain database fixes where appropriate• Participate in the 24/7 on-call rotation for platform support • Proficient with Service Desk ticketing system to track, categorize, escalate as necessary, and close all issues• Develop Knowledge Base articles based on ticket trends and training needs.• Maintain a professional attitude and provide superior client service in all circumstances • Jira and Confluence Administration, maintaining all project, user and articles configurations. • Assist in end user training on enterprise platform applications

Monterey, Ca

Provide support on Networking, Virtual Machines, Servers, Microsoft Exchange, and other software and hardware.Performed Vulnerability and Threat testing on external and internal sites. Performed various tasks such as providing Ranasomware/Crypto prevention solutions, optimizing knowledge base for Tech Support group, resolved issues with proprietary in-house applications, etc.

Greater Nashville Area, Tn

My position at Dell is a Senior ProSupport technician. I create service tickets and ensure all issues are resolved to a customer's satisfaction. I handle all affairs involved in the case until resolution has been confirmed. Support includes, but is not limited to the following: Diagnosing, Troubleshooting, and fixing hard ware failures, operating system errors/lockups, assisting with Networking issues, Printers, Virus removal, system performance issues, etc. I also provide best effort support on third party software and programs, sometimes working with the vendor to resolve issues.

Certification, Computer And Information Systems Security/Information Assurance

Support technician for the school

Bachelor'S Degree, Engineering