Shaun Danks Email & Phone Number

Newtown Square, Pennsylvania, United States

● Create and delegate tickets to remote technicians for Networking, Purchasing, and Security related items, while providing on-site support for all issues requiring a physical presence including setup and deployment of new computers, network switches, and, Apple and Samsung tablets and phones.● Act as the on-site consultant, meeting with Dunwoody’s Leadership Team to assess technology needs and concerns, make recommendations on how best to accomplish goals, provide tutorials in specific software and devices, and educate people in Technology concepts, capabilities, and advantages.● Provide immediate on-site support for high priority service issues and collaborate with vendors or service providers like Comcast during planned or unplanned service interruptions and outages.● Create and manage users and 365 licensing in Microsoft 365 Admin Center, manage MFA in Microsoft Entra, manage mailboxes and distribution lists in Exchange, create shared folders and Security Groups, and manage permissions in Active Directory.● Assist remote support staff with tickets through Microsoft Teams, create training materials for off-site technicians, and assist with creation of IT policies to improve frequent operations like password reset.● Build the IT office’s inventory by making recommendations for cables and adapters, power strips and UPS systems, as well as maintain a small collection of desktops and tablets that are Hot Swap ready.

Philadelphia, Pennsylvania, United States

● Provided Remote support for multiple businesses through ConnectWise Manage and Datto that included creating, managing, and removing users in Azure and Microsoft 365, assigning licenses to user accounts, setup and installation of Office 365 programs, ensuring Redstor Backup processes were run and up to date, updating and maintaining Knowledge Base articles in IT Glue and later in Autotask.● Created detailed instructions for IT processes, collaborated with other technicians and scheduling team via Microsoft Teams, as well as shared information via Teams and Sharepoint.

Villanova, Pennsylvania, United States

● Six Month position providing Technical Support of various PC, MAC, desktop, software, and printer issues, serving as primary point-of-contact for 50+ employees and ensuring 100% functionality● Troubleshoot and resolve 8-15 technical issues per day, such as hardware replacement, software reinstallation, restoring deleted files, Windows settings, and security alerts● Resolved more than 400 tickets in person, over the phone, through email, Zoom, and Teams. Success rate far exceeding 95% on first interaction / contact with client.

Upper Darby, Pennsylvania, United States

● During the Covid-19 Pandemic, I returned to operating my own computer business, (S-Corp)● Assisted clients remotely with Systems Analysis, Hardware Needs, and computer purchasing.● Zoom and Teams setup and use, understanding and setup of Cloud based services including Microsoft OneDrive and Google Docs, and training in use of the Microsoft Office Suite, and Office 365.● Setup of Comcast and Verizon high speed internet and networks.● Technical Consultations, educating users on Communication, Collaboration, and Sharing options.● Standard troubleshooting of computer issues, break-fix, over the phone and Remote Desktop.● The Pandemic also provided me the time to self-study and expand my skills and certifications.● FEB. 2022. Microsoft 365 Certified: Fundamentals. Certification # I161-9036.● APR. 2022. Microsoft Certified: Azure Fundamentals. Certification # I248-6484.● JUN. 2022. AWS Certified Cloud Practitioner (CLF) Validation # PDVYY0NLFJ41Q739

Greater Chicago Area

As part of CCC Technologies, I was the first point of contact and on site Engineer for all of the College's I.T. and technological needs. I was responsible for the basic day to day operations including password resets, internet and login issues, and printer maintenance, up to the more complicated issues like replacing a Fortigate Switch on the Network, creating and utilizing new computer images for rapid computer setup and deployment, and for special events setup employing all types of equipment including wireless speakers and microphones, digital projectors, and laptop computers. This position had me interacting with everyone at the college including students, faculty, staff, administrators, IT vendors and hardware contractors, and college leadership.

Jenkintown, Pa.

As part of CCC Technologies, I am part of the team that handles all of the college's technological needs. I have been responsible for the basic day to day operations including password resets, internet and login issues, and printer maintenance, up to the more complicated issues like replacing a Fortigate Switch on the Network, creating and utilizing new computer images for rapid computer setup and deployment, and for special events setup employing all types of equipment including wireless speakers and microphones, digital projectors, and laptop computers.

Network Administration services for small business and small organizations.

Greater Philadelphia Area

Computing Support Specialist / Technology Integration SpecialistMay 2014 – August 2016• Individually responsible for the management and training of 25 student workers as the student supervisor.• Created technical and professionalism training materials using Excel, Powerpoint, Visio and Blackboard.• Created and conducted a week long training program to prepare new student hires before the Fall semester• Created and led scheduled student worker meetings and training during the school year.• Created a system clearly outlining student worker guidelines and responsibilities.• Performed worker evaluations with all students; which involved raises, promotions, praise, and redirection.• Created and worked with an Assistant Managers group to lead and train students.• Created a complex student worker schedule accommodating student's availabilities, covering the Laptop Clinic's and Media Services business hours, and mixing different levels of technical talent and experience.Computing Support Specialist - Inventory Management, Events Setup Support, Printer Support.Oct 2012 - August 2016: • Created and managed a system for the tracking and ordering of the 400+ parts, cables, adapters, and equipment that was used by Media Services, the Laptop Clinic, and Computing Support Technicians.• Various equipment such as CAT5 Ethernet cables, Logitech presentation mice, or VGA to Thunderbolt adapters were in constant demand by technicians to temporarily or permanently resolve classroom issues, or used at the Laptop Clinic to resolve software or internet problems, or could be borrowed from Media Services by any PhilaU faculty, staff, or student, for presentations, special events, or meetings.• Part of this system utilized an advanced Excel document I created with product links and Track-It!• Setup of teleconference phones and software such as Adobe Connect, Skype, Presi, and Powerpoint.• Setup laptop permissions using Active Directory.