Shane Knapp Email & Phone Number

Raleigh, Nc, Us

Raleigh, Nc, Us

Morrisville, Nc, Us

Morrisville, Nc, Us

• Ensured AGILE methodologies were followed by acting as SCRUM master for a three-person team and facilitated story grooming and sprint planning/retrospectives • Managed SNOW team boards, backlog, and Azure DevOps Services integrations• Acted as the Project Manager during a major data center migration and coordinated the schedule, oversaw migration status, and delegated each task to ensure all milestones were met• Implement and maintain CI/CD pipelines to reduce the time it takes for features to go to production• Administer various Azure DevOps Services, including user access, project security, branch policies, CI/CD pipelines, build validations, and automated testing• Perform site reliability and application monitoring against both monolithic and microservice architected systems to ensure optimal site reliability with zero errors and consistent performance • Oversee Legacy application mapping and migration to modern server systems to ensure applications remain scalable, secure, and redundant across multiple versions; ensure Geo redundancy and disaster recovery practices are in place to minimize system disruptions in the event of regional disaster• Setup alerts, monitor server performance, and scale servers as necessary using SCCM/DSC configuration and drift control systems• Develop PowerShell scripts to automate logs, update configuration settings and manage DSC templates• Direct all network configuration, including DNS setup, F5/A10 load balancing and VIP creation to facilitate seamless application communication internally and externally

• Serves as escalation point for complex application problems and server related configuration• Provides detailed troubleshooting for the Varonis data analytic and reporting software including assisting with setup and performing system upgrades• Performs and communicates gap analysis between specifications and system capabilities• Works with enterprise wide systems to integrate Varonis into their existing data storage solutions• Utilizes SQL Server to migrate databases, review stored procedures, create queries for data validation, and perform data fixes

Fort Lauderdale, Fl, Us

· Provided in-depth problem analysis of ShareFile products and their integration into enterprise level environments· Worked independently to isolate, analyze, and provide resolutions to complex technical issues· Responsible for efficient case management while adhering to established Standard Operating Procedures for case documentation, customer follow up, etc.· Contributed to the Citrix knowledge-base in the form of new or updated technical documents, whitepapers, and case studies· Created and maintained a custom Powershell script library to meet customers' individual business needs

Fort Lauderdale, Fl, Us

· Supported the ShareFile product including all applications and add-ons· Handled all ShareFile related technical questions and complications including Microsoft Server integration, Single Sign On, and on-premise storage solutions· Continued to maintain excellent customer satisfaction while assisting peers with troubleshooting complex issues· Utilized remote assistance software to conduct trainings and perform troubleshooting on customers' computers· Worked with escalation engineers and development to resolve persistent and complex issues

Fort Lauderdale, Fl, Us

· Provided frontline technical support for the GoToMyPC product· Handled billing support questions, cancellations, and account updates· Maintained excellent customer satisfaction with an over 92 tNPS score· Worked with Salesforce to monitor and resolve customer questions and concerns· Utilized the GoTo line of products including Sharefile to aid in customer care

· Assisted IT department with disassembling old hardware, configuring new hardware, and imaging of machines· Provided technical supports for students utilizing the lab including resetting passwords, troubleshooting software and network issues, and ensured lab security during business hours· Tutored students in math and programming during lab hours· Assisted students with computer repair for their personal computers including virus removal, malware protection, pc performance tune-ups, and general troubleshooting

· Responded to requests for technical assistance via phone or electronically· Managed a ticket tracking system to enable the recording, assignment, and follow-up of issues being reported by clients· Re-directed problems to the appropriate resource· Provided in-house IT support including the set-up, imaging, and back up of machines in the office including troubleshooting and repair· Worked with analysts and programmers to diagnose and resolve technical issues in the software· Provided On-Call support for 2 weeks out of every month· Used Remote Desktop to manage client servers and resolve issues

Woburn, Massachusetts, Us

· Handled calls and promptly forwarded them to appropriate person· Prepared and assembled media kits for marketing and public relations departments· Established online application portal for job seekers, conducts phone interviews, and coordinates the interviewing process between management and ‘new hire’ candidates. · Created, maintained, and updated files, databases, records, and other documents· Tracked monthly finances, catalogs invoices, and requisitions supplies· Responsible for assembling desktop computers, troubleshooting issues with IT staff in corporate office, installing software, and setting up video conferencing

· Processed all incoming US and Canadian device tracking documents· Successfully completed projects within FDA requirements· Detail oriented data entry of medical records and related information· Filed all received and archived records by account number and 6-digit document ID· Proofread documents and coordinated with other departments to resolve these· Maintained highest data entry count in the department several months in a row