Shon O'Brien Email & Phone Number

Irvine, California, United States

Chart successful course of assessing performance and troubleshooting issues within a small, high-performing team of technicians to support effective technical operation of 120+ companies with a total of 2,000+ on-site/remote computers. o Complete new user/computer set-ups, software installations, password resets, server/network maintenance, and resolve escalated tasks, such as complex email issues, missing emails, and security concerns.Guide and support technical projects involving the deployment of new Hyper-V and VMware servers as well as the implementation of new network infrastructure, including Cisco Meraki Firewalls, SonicWalls, and Unifi switches and access points, to ensure optimal functionality; liaise with clients to develop strategic plans as well as conduct research to identify best steps to resolve issues.Process incoming server/network-related tickets, conduct root cause analysis, and implement preventive measures to enhance system reliability.Act as the team’s procurement specialist responsible for establishing direct communication channels with vendors to ensure hardware acquisitions seamlessly align with operational standards and anticipated industry advancements; anticipate demand and order supplies to prevent shortages.Enforce robust security protocols across multiple sites by employing a combination of WebRoot, Sentinel One, and ThreatLocker.Launch and meticulously maintain backup software solutions like MSP360 and Veeam, ensuring data integrity and providing seamless disaster recovery capabilities for enhanced system reliability.Drive process improvements within the technical support function by strategically optimizing workflows and introducing automation using the DATTO RMM device management tool. Leverage proficiency in scripting languages, such as PowerShell and command line, to create tailored scripts for deploying programs and executing various tasks, enhancing overall efficiency.

Riverside Ca

Delivered comprehensive technical support to a team of 40 while overseeing the IT needs of 50 semi-trucks.Functioned as the primary on-site resource tasked with managing the operational integrity of eight office locations and 50 PEOPLENET systems installed within the semi-trucks, contributing to a smooth and reliable operational environment.Streamlined day-to-day help desk operations by efficiently prioritizing, tracking, and resolving an average of 10 to 15 tickets per day. Updated and upgraded each truck’s computers by coordinating complex planning, logistical, and procurement activities. Employed Active Directory and SQL to meticulously maintain precise permissions for staff members and drivers, ensuring optimal system access and robust security measures.

Moreno Valley, Ca

Utilize technology to receive and route incoming inventory items to appropriate locations ensuring a consistent flow of materials.Ensure all new arriving materials are free of defects or damage, taking responsibility to reject or stage materials for further analysis.Analyze workflow and materials movement and storage to provide recommendations on how to improve work function and organizationUtilize forklift and pallet carrier to assure products are staged in the appropriate location while maintaining product integrityReviewed and managed internet virtual descriptions of products and specifications to assure customer expectations are properly set and met.Reviewed each image for compliance to style guidelines and the appropriate information was provided. Ensured corrective actions were taken to resolve any and all issues.

Phoenix, Arizona Area

Maintaining virtual and physical location of product arriving and leaving the studioProviding audits of the studio to maintain safety standards and make sure computers were operating correctlyDouble checked virtual assets of product and wrote tickets to correct incorrect informationProvided assistance with prepping and staging product for pictures to be takenAudit photos to make sure they adhere to style guides

Phoenix, Arizona Area

Maintained system and network by troubleshooting problems; diagnosing and resolving hardware and/or software faults.Installed, upgraded, configured and tested computer hardware, software, peripheral equipment and other internal computer hardware. Ran cables for networks rerouted cabling and replaced network hardware to maintain network stability. Onsite liaison maintaining communication between the customer and company on status of work progress and contract commitments.All contracts were effectively and accurately completed within the agreed amount of time specified.

Phoenix, Arizona Area

Second-level technical support, communicating with customers to resolve issues with network problems.Resolved software and configuration issues on computer hardware and cabled/wireless routers by determining the component, software or configuration causing connection to fail.Maintained extensive documentation of issues to determine patterns of flawed or failing components, increasing customer satisfaction and the time to resolve the issueThrough effective customer interaction, helped the customer to self-identify and correct problems without outside interventionUtilized a wide variety of advanced diagnostic tools to troubleshoot and resolve problems associated with network connectivity.

Phoenix, Arizona Area

Helped customers with complaints and questions, gave customers information about products and troubleshot, researched, and resolved end user issues with the software TurboTaxFrequently resolved customer issues by walking customers through the use of the program, enabling the customer to become a more effective user.Accurately document my interaction with the customer and the procedure followed to bring a resolution to the issue or to update the software or document to eliminate confusion.

4194 Sunnymead Boulevard, Moreno Valley, Ca 92553

At this establishment I received orders, removed malicious files, fixed printers, replaced hardware, and communicated with customers to better help solve their issues.

2281 La Crosse Ave, Colton, Ca 92324

-Identify, evaluate, install, upgrade and maintain workstation, printer and peripheral equipment-Troubleshoot and correct all technical problems on a variety of systems throughout the office