Shaun Donovan Email & Phone Number

Waltham, Massachusetts, Us

• Maintain internal IT infrastructure systems and provide administration for business applications such as Google Workspace, Microsoft Office 365, Jamf Pro, Okta, Slack, Adobe Products, LogMeIn, and more• Virtual Machine management with VMware ESX and vCenter• Utilize Jira Issue & Project Tracking software to prioritize, escalate, and provide troubleshooting for company employees• Network management, cable routing, configuring copper and fiber network switches • Provide remote technical support to all U.S. based Infinidat employees, provide local data center technical support and troubleshooting• Support Mac, Linux and Windows environments, terminal emulators, managing databases, utilizing bash shell and python scripts• Provide solutions for software, hardware, and peripherals such as laptop docking stations, and remote computer resources• Design, create documentation, and write guides for internal IT resources, such as remote data backups, hardware troubleshooting, and script utilizationProjects Led: • Deployed Jamf Mobile Device Management solution to all company Apple Mac devices• Deployed file backup and device update systems and policies• Updated multimedia systems in conference rooms• Recorded all company devices into an inventory tracking databaseKey technologies supported:• Microsoft Windows: Server 2012 - latest version, Windows 7 - latest version, laptops: Dell and Lenovo• Apple devices: MacBook laptops, iOS iPhones• Linux: various distributions including Ubuntu and CentOS• Cisco: Webex, AnyConnect, Telepresence Systems, Cisco Unified Communications Manager Administration (CUCMA), IP phones, and Jabber softphones• Microsoft Active Directory (AD), Group Policy Management, and other Windows Server technologies• Hands-on service of enterprise servers, data storage systems, switches, and electrical components

Boston, Massachusetts, Us

Provided support to all Man Investments & Numeric employees, primarily supporting Boston based users, as well as systems, business applications and vendor services.Key technologies supported:• Microsoft desktop operating systems including Windows 7, and Windows 10• BlackBerry UEM• Mobile Device Management (MDM) of iOS and Android devices• RSA Authentication Management• Cisco Unified Communications Manager Administration (CUCMA), IP Phones, Cisco videoconference systems• Citrix software• Logged and categorized incidents and requests in an ITIL based call managementsystem (Service-Now)• Prioritization and escalation of calls within Service-Now to ensure items are resolvedwithin SLA• Identified and escalated problems and major failure of service• Software, hardware and technical support for desktop, mobile and remote computers,and personal devices• Maintained desktops computers, UPS units, printers, and copiers• Managed the appropriate disposal of approved retired equipment

Ashburn, Virginia, Us

• Desktop Support covering Software and Operating Systems; Encryption, anti-virus, login scripts, Active Directory, Group Policy Objects• System Center Configuration Manager (SCCM) management• Active Directory (AD) management• Install, Move, Add, Change, and Uninstall of hardware and software• Hardware Break Fix Services for End User Devices• Troubleshooting Desktops, Laptops, Tablets, Smartphones, Thin Clients, Printers, etc.• Direct the resolution for in warranty, out of warranty, enhanced service levels, HP and other manufacturers• End of lease replacements for corporate user desktops and laptops. • Accurately perform DoD 5220.2-M wipe and returns of all end of lease assets. • Network and manage more than 5,800 printers in the corporate and retail environments utilizing HP Web JetAdmin• Software installations and troubleshooting, network troubleshooting, resolving hardware and software related issues, and maintenance and support for over 25,000 clients in both corporate and retail environments.

Canton, Massachusetts, Us

• Hardware Management: laptops, MS Surfaces, iPhones, iPads, network printers; DoD wiping, imaging, custom configurations, system migrations, general support and troubleshooting• Software Management: installation, testing, ensure compatibility, custom configurations, end user data migrations (data backup and restoration)• Operating Systems: MS Windows 7, MS Windows 8, Windows 10, iOS 9.x and iOS 10.x• Security: Installation, configuration and testing of RSA Secure Tokens, MobileIron, Data Loss Protection (DLP), Cisco VPN • MS Active Directory (AD); Group Management of Computer and User Objects• MS System Center Configuration Manager (SCCM); Application & Policy deployments • VoIP Phone: Installation, configuration and support of Avaya Softphones • Incident Management and Task Management within ServiceNow Information Technology Systems Management (ITSM) platform • Operating environment certified to HIPAA, HIPAA Hi-Tech, CMS, NIST, DoD and ISO 27001 requirements/regulations

• Managed 12 staff off-site users, content managers, graphic designers and technical support staff in their day to day operations• Responsible for day to day operations and maintenance of a hosted environment while managing the vendor and remote support thereof • Oversaw strategic planning, implementations, policy management and support documentation• Desktop Support covering software and hardware troubleshooting for remote employees• Built and maintained corporate website including content and graphic design• Managed site content, provisioning, application updates and provided an effective visual aesthetic design to the company

Bachelor Of Science - Bs, Information Technology

Technical Training Certificate, Information Technology