Melvin Shannonmelvin.shannon@gmail.com | 612-236-8114 Professional SummarySelf-driven, detail-oriented IT professional with over 25 years of hands-on experience in problem-solving and management. Proficient in a range of IT concepts, practices, and procedures, I leverage my knowledge and logical judgment to achieve operational goals. Adept at multitasking and fostering creativity in problem resolution. Experienced in using tools such as ServiceNow, Jira, JAMF, and Code42 for asset management and tracking.Core Competencies• Technical Proficiency: Desktops, laptops, mobile devices, Windows, macOS, iOS, Android, Microsoft Office Suite, Remote Tools, SharePoint, VPNs, Cloud Storage.• Tools & Platforms: ServiceNow, Jira, JAMF, Code42, Virtual PC, iCloud.• Telecommunications & Networking: Extensive technical knowledge in Patching, Creating reporting and remote support.• Service Management Practices: Knowledgeable in ITIL, COBIT, and LEAN methodologies, which support automation, future-proofing, and enhancing customer satisfaction.• Metrics & Reporting: Experienced in metrics collection and reporting for performance evaluation of team members and system wide trends.• Communication Skills: Ability to deliver effective verbal and written messages that facilitate mutual understanding while active listening, empathy, and problem-solving abilities.• Certificates: JAMF, Microsoft Teams, Jira, Dell Hardware, HP Hardware, Code42, AWS