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Resume
Shawn Ruse
2420 N 24th St, Phoenix AZ, 85019• 480.453.7665• [email protected]
Summary of Qualifications
· At DHL won an award two years in a row for exceptional customer service and technical aptitude. Have always received praise for my excellent customer service skills and troubleshooting.
· Troubleshooting experience with Windows 95/98, 2000, XP, Vista, 7, 8/8.1, Server 2003, Server 2008 R2, Server 2012.
· Experience in troubleshooting all Microsoft office applications including all versions of Outlook.
· Expertise in learning and troubleshooting proprietary applications.
· Ticketing systems worked with are SalesForce, HEAT, TigerPaw, and HP Service Desk along with some proprietary systems.
· Desktop networking experience including WiFi, router diagrams, tracert, ping, ipconfig, and other Microsoft network troubleshooting.
· Microsoft Certified Professional since 1999.
Work Experience
Jabba Communications, Phoenix, AZ Feb. 2017 – Present
· Network troubleshooting of home networks.
· DSL support.
· LTE web services support including SIM registration.
· Proprietary antenna technology support.
· Customer registration and speed setup.
· Google Suite.
Inception Technologies, Glendale, AZ May 2016 – December 2016
· Supported custom web based applications for business to business customers.
· Supported Oracle backend for web based applications with the following:
o SQL and DBA commands to fix database issues when needed.
o Use of SQL to gather information on data errors when needed.
o Supported configuration file errors such as the listener.ora file.
o Supported Oracle services in a Windows server environment.
· Installed, upgraded, and configured web based applications into IIS.
· Trained customers on use of custom web based applications.
· Communicated with the developers when there was an issue with the code for a customer.
· Communicated with management for any customer related concerns.
BTI Communications Group, Phoenix, AZ Feb 2015– April 2016
· NOC Monitoring of all customers.
· Supported and Monitored VoIP networks for customers.
· Supported ShoreTel VoIP system.
· Supported ShoreTel Communicator.
· Supported ShoreTel Director.
· Supported customers with Communicator password resets.
· Supported customers with voicemail password resets.
· Administered users, user groups, and class of service within the ShoreTel system.
· Administered Trunks and Trunk groups.
· Escalated to Telecommunications carrier for circuit issues.
· Troubleshooting issues on customers side of the DMARC.
Goodwill of Central Arizona, Phoenix, AZ August 2014 - September 2014
· Setup and supported Active Directory accounts.
· Supported users with password resets.
· Supported and created Exchange user accounts.
· Supported IPad, IPhone, and Android devices.
· Supported all Microsoft office products from 2010 through 2013.
· Supported Windows Vista, 7, and 8.1.
· Supported OSX Apple clients.
· Supported Thin Client terminals.
· Supported users through the HEAT ticketing system and over the phone.
Transitional Living Communities, Mesa, AZ May 2013 - July 2014
· Setup Microsoft Domain with Windows Server 2008 R2.
· Maintained Domain and User access.
· Active Directory administration.
· Setup drive shares for TLC applications.
· Provided Computer support for both client and server.
· Provided Hardware and Software support.
· Administered, Supported, and installed Quickbooks version 14.
· Administered, Supported, and installed Ringcentral version 5.16.
· Supported MS Office 2010.
· Installed and supported Windows 7 Professional.
DePaul and Associates, Pittsburgh PA Jan 2013
· Worked with Windows 7 Migration support team.
· Troubleshot system issues due to Windows 7 migration.
· Troubleshot application issues due to Windows 7 Migration.
· Installed and tested Microsoft and proprietary applications after migration.
· Checked for issues in Active Directory with local system policies.
Lantek/American Eagle Outfitters, Warrendale, PA 2011 - 2012
Service Desk Representative I
· Supported MS Office 2010 with troubleshooting, installation, and customer training.
· Supported all aspects of desktop and Windows networking including WiFi, Ethernet, and troubleshooting through Windows command line (ping, tracert, ipconfig). Windows XP, Vista, and 7 versions supported.
· Supported network hardware troubleshooting over the phone. Walked stores through checking network cables and that the there was power and the correct lights were on the switches, router, and other network devices, escalated as necessary.
· Supported RIM Blackberry and Apple iPhone (ie.Connectivity, troubleshooting, escalation)
· Supported AS/400 with account resets and job kills.
Geeks Home and Office, Spokane WA/Mesa AZ 2008 - 2011
Field Service Representative I
· Supported MS Office 2000 through 2007 with troubleshooting, installation, and customer training.
· Supported all aspects of desktop and Windows networking including WiFi, Ethernet, and troubleshooting through Windows command line (ping, tracert, ipconfig). Windows XP, Vista, and 7 versions supported.
· Support reporting applications (Crystal Reports)
· Supported RIM Blackberry and Apple iPhone (ie.Connectivity, troubleshooting, break/fix)
· Supported Microsoft Sharepoint, (ie LDAP and AD connectivity, user permissions)
· Support Web based applications (ie.LDAP and Active Directory web portals for password resets and user permissions. Unix system web portals.
DHL, Scottsdale, AZ 2006 to 2008
Technical Support Representative II
· Averaged 60 calls per day with an after call work of under 10 seconds and an average handle time of under 10 minutes
· Supported Avaya phone system (ie. Troubleshooting, password resets, account setup, phone queue setup and maintaining, reporting)
· Supported over 300 proprietary applications.
· Support Web based applications.
· Support Crystal Reporting Applications
· Mainframe client emulators.
· Subject matter expert for all printers including Dot Matrix, Impact, Laser, and Thermal label printers.
· Supported Cisco VPN
· Support Cell phones including RIM Blackberry (ie._Connectivity, troubleshooting, break/fix)
· Password resets both LDAP and Active Directory
· Supported all Microsoft Office applications for all versions. Including Outlook and Exchange server.
· Supported Windows XP
· Supported Microsoft SharePoint.
TLC, Mesa, AZ 2001 - 2005
Technical Support Representative I
· Took phone calls and went to staff's desks.
· Setting up Outlook for Exchange and Pop3.
· Support of TLC Access and Oracle databases for client tracking.
Edict Systems, Dayton OH 1999 - 2000
Technical Support Representative I
· Took 15-20 end user calls per day and occasionally went on location for troubleshooting.
· Supporting end users for Formula One™ EDI application.
· Supporting in house network, Internet Explorer, Office 2000 Professional, Windows NT 4.0 Workstation and Server, and Windows 2000 Professional and Server.
· Developed in house support system through HTML design for common problems and errors.
Education
Microsoft Certified Professional (MCP), Dayton OH 1999
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