Hello, I'm Shawn Case, an experienced IT professional with expertise in technical documentation, end-user support, and troubleshooting. Throughout my career, I have honed strong communication skills and a relentless focus on customer satisfaction.I have a Bachelor of Science in Industrial Technology from East Carolina University and an Associate of Applied Science in Cyber Security from Wake Technical Community College. In addition to my formal education, I have obtained computer certifications from MyComputerCareer to stay current with the latest technologies and best practices in the IT field. At One Source Communications, I have been instrumental in producing technical documentation, designing automation processes, and maintaining our company intranet. My work has significantly improved the efficiency of our IT teams and enhanced operational efficiency. This role involves collaborating with various departments to create detailed service descriptions, how-to guides, and other critical documentation that supports our IT teams and enhances operational efficiency.Previously, at Phreesia, Inc., I provided first-level support for office and remote staff, creating user accounts, conducting new hire orientations, and imaging computers with Windows operating systems. I also supported two-factor authentication applications and managed troubleshooting efforts using LogMeIn. This role honed my customer service and technical support skills, enabling me to resolve issues and maintain high levels of user satisfaction quickly.At Anthem, I worked as a Level 2 Technical Analyst, solving escalated issues from the service desk. I utilized various tools, including Active Directory, Dameware, IBM Mainframes, and SCCM, to address and resolve complex technical problems. My ability to troubleshoot and support multiple Windows operating systems and applications was vital in ensuring seamless IT operations.Outside of my professional life, I spent over a decade as an Event Security Supervisor, honing leadership and organizational skills. My experience in leading teams and managing complex situations has prepared me to handle challenging tasks in the IT field, instilling confidence in my ability to manage and lead in high-pressure situations.I am deeply passionate about leveraging my technical expertise to solve complex problems and improve IT processes. This passion drives me to thrive in dynamic environments where I can contribute to both individual and team success.Let's connect and explore how we can collaborate to achieve great things in the IT field.