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Summary

Shane W Watson is an IT professional with over ten years of experience in helpdesk and deskside support, system administration, and endpoint management. He has worked for large corporations, for the public, and for government institutions. He has also set up automated system image deployments and endpoint management deployments.

Shane W Watson works in IT because he gets to turn someone's day around. Customers come to him with something broken. He gets to change that and change the course of their day.

He passionate about removing the shackles from customer's hands. A computer is a tool that works for you, not the other way around. If there is a system or service that allows you to perform better, with less stress, he is all over it.

If you want to be unshackled from your laptop, contact Shane W Watson. He would be happy to show you how.

Work experience

2016Present

Service Desk Analyst

Glazer's Beer and Beverage

Began employment with Glazer's Beer and Beverage in a team of two technicians, after Glazer’s Distributors merged with Southern Wine and Spirits.

 

Provided helpdesk and deskside support for local and remote users.

 

  • In 2017, received 51% of all service desk tickets. Closed 52% of all service desk tickets.
  • Managed Dell KACE 1000 server to monitor over 300 endpoints and distribute both software and patches to endpoints as needed.
  • Setup and maintained Dell KACE 2000 server to streamline reimaging.
  • Wrote PowerShell and batch scripts to aid with reimaging.
  • Utilized the MS Office 365 Admin Panel to manage accounts apply licenses, etc.
20152016

Technical Support Tier 2

Glazer’s Distributors

Functioned as internal helpdesk and deskside support for local and remote users, including executive support.

 

  • Acted as on-call support for C-suite executives.
  • Used PowerShell to grant permission to resources and email distribution groups.
  • Utilized the MS Office 365 Admin Panel to manage accounts.
  • Served as Communication Leader Co-chair of the General Office Diversity and Inclusion Leadership Council.
20142015

Technical Support Tier 1

The InSource Group

Contracted under The InSource Group for Glazer’s. Worked as helpdesk and deskside support for local and remote users, including some executive support.

 

  • Performed both Active Directory and SAP password resets.
  • Pushed software to systems via Altiris.
  • Reimaged and setup new Windows 7 systems.
  • Troubleshot hardware issues to the component level.

Education

20072011

Master of Information Systems

University of Phoenix

Contracted under The InSource Group for Glazer’s. Worked as helpdesk and deskside support for local and remote users, including some executive support.

 

  • Performed both Active Directory and SAP password resets.
  • Pushed software to systems via Altiris.
  • Reimaged and setup new Windows 7 systems.
  • Troubleshot hardware issues to the component level.