ITSM, IT Project Manager/Coordinator, Help Service Desk, ITIL

1. SHAWN D. UNGER
2218 Merry Road
Tavares, FL 32778
352-460-1017 cell
Email: sunger01@hotmail.com
Web: http://www.linkedin.com/pub/shawn-unger/48/694/b28
CERTIFICATIONS-
ITIL Foundation v3 as of 7/2012
SKILLS-
Intermediate user of MS Operating Systems
Intermediate user of MS Office 2007 and 2010
Intermediate user of MS Project
Intermediate user of Microsoft Access 2003 and 2007
EDUCATION-
LAN/WAN Professional training pursuing CCNA- Cisco routers, networking and labs
Community College of the Air Force- 34 creditsAS Electronic Systems Technology
WORK EXPERIENCE-
October 2012 – January 2013 Randstad/Orlando Health: Service Desk Analyst
Provided first-tier support to customers for incidents, requests and/or problem resolution
Guided customers through troubleshooting procedures
Used Dameware, Remote Desktop, SCCM and Connect Anywhere to access the user’s PC
Provided technical assistance in setup, installation and configuration of desktop hardware and software
Used Active Directory for Domain password resets and security group additions
Recorded detailed information on all Service Desk tickets
Triaged and assigned any unresolved issues to the correct team for resolution
Paged on-call personnel with appropriate information to resolve issues
Maintained punctual attendance consistent with Orlando Health policies
Super Analyst for Sunrise XA, SIS, Cerner Millennium, Sovera, HBI, HomeWorks
Respected HIPPA laws and protected patient information
August 2012 – October 2012 Apple: At Home Advisor
Answered inbound customer calls
Supported iPhone, iPad and iPod Touch
Installed, maintained, and troubleshot hardware and software
Analyzed and resolved iOS device and PC issues
Created customer cases and dispatches as necessary
Navigated successfully through Mac OS X and Windows environments
Excellent verbal and written communication skills
Multitasks across systems and applications
Proven professional troubleshooting expertise and technical ability
Provided customer service focus and displays a passion for support
Managed and prioritizes time effectively
July 2011-June 2012 Adecco at American Red Cross:
O365 Cloud email Team LEAD and CORE Team member-
Provided technical advice to the Red Cross and Microsoft related to Cloud email for 44,000 users
Co-created and maintained a Service Guide/SOP
Trained 40+ members of the Service Desk staff (on site and remotely) on the product
Diagnosed and resolved Outlook 2007, Office 2010 and OWA connectivity and navigation issues
Escalated product integration issues to queue manager, Executive management, and Microsoft

2. July 2011-June 2012 Adecco at American Red Cross:
Help Desk Specialist II-
Provided first tier support for Chapter, Corporate, and Biomedical customers throughout the World
Provided accurate and timely information to requests from users of all IT systems and business
processes
Resolved first tier level problems, whenever possible, of all IT systems and business processes
Used Active Directory for Domain password resets
Responded via telephone and emaileduser requests for applications, hardware and software issues
Provided telephone support for multiple locations
Maintained database record of all user calls, status and resolution
Working knowledge of office applications, tools, desktop operating systems, networks and helpdesk
applications (Clarify)
Supported hardware and software installs and changes
Provided great customer service, verbal and interpersonal communication
Interacted effectively with users at all levels of the organization
Performed other related duties as assigned
Escalated unresolved problems to the respective queue manager
August 2010-May 2011 Forever of PA, Inc: Broadcast Engineer
Maintained AM/FM radio transmitter equipment for 6 Western PA radio stations
Maintained the NORTEL Phone Switch programming for the office
Maintained 20-25 Windows XP and Windows 7 PCs
Maintained the company LAN, firewall, audio servers, satellite receivers and production equipment
Repaired electronic equipment
Performed the setup of remote broadcasts
Reported detected outages of the T1 circuits to the local LEC
Escalated T1 issues to the local LEC
February 2010-August 2010 Sprint/Nextel: Technical Consultant
Conducted face to face discussions regarding service and repair issues
Originated trouble tickets for problem cell phones, air cards, hotspots, etc
Suggested the upgrade of Sprint wireless products and services
Troubleshot and repaired wireless devices
Outlined service and repair policies
Escalated severe customer dissatisfaction issues to Store Manger
February 2009-October 2009 N.E.W. Corporation: CSR/Technical Support
Answered DirecTV 2nd level technical support calls
Modified install orders
Dispatched field technicians on service calls/repair and installation
Answered questions regarding billing, programming and technical support
Provided account maintenance for new and existing accounts
Escalated severe problem calls to a floor supervisor
August 2008-February 2009 Call Center HR: CSR
Answered Equitable Gas Company (PA WV KY) customer calls
Created contracts for new customers
Created install orders
Created termination orders
Dispatched field technicians
Fielded questions regarding natural gas service
Provided customer service for new and existing accounts
Escalated severe problem calls to a floor supervisor

3. 1999 to 2002 Sprint: Network Service Manager
First point of escalation for ALL service issues regarding the AOL/Time Warner account
Escalated incidents to internal fix agencies and Executive level management
Provided root cause analysis and chronic problem resolution
Tracked repair status and entered relevant information via REMEDY-like ticket system
Developed process changes and action plans to improve quality of service
Created Microsoft Access databases containing the customer's monthly trouble reports
Performed analysis and trending of trouble reports
Presented a monthly service review to a customer audience
Researched and prepared network optimization and redundancy plans
Provided continual service improvement
1995 to 1999 Sprint: Technical Applications Consultant/Project Manager
Mid and Major accounts out of Chicago, IL and Vienna, VA
Project managed the implementation of voice and product services:
Switched and dedicated voice- POTS, Toll Free, VPN, DS0-OCN circuits
VRU and IVR- Prepared voice maps based on customer application
Domestic and international private line (point to point/DDS)
Frame Relay
IP- DS0 through OCN circuits
Voice and data equipment- CSU/DSU/TSU, Routers
Planned, scheduled and monitored the implementation
Communicated status updates through customer presentable documents
Escalated to internal agencies and LECs when appropriate
1993 to 1994 Aerotek: Remote Network Technician at Sprint
Repaired DS0 and DS1 switched circuits via remote access into the Nortel DMS 250 network using
CrossTalk
Responded to system detected problems via the DMS 250 alarm notifications
Reported detected and reported troubles to LECs, outside vendors, field personnel and internal agencies
Resolved customer reported problems and detected problems in minimal timeframe
Provided support to Network and Field Operations as applicable
Searched customer call detail records (CDR) via call history information processing system (CHIPS)
st nd
Escalated 1 and 2 level to LECs, outside vendors and internal agencies
rd
Escalated 3 level and above to internal escalation manager
1990 to 1993 SAIC : CSR/Remote Network Technician
Originated trouble reports from customer telephone calls and monitoring devices
Repaired and maintained an X.25 packet switching network via remote access to PADS
Used Sprint Color Monitor to detect degradation and outage of the X.25 network
Dispatched external field personnel to provide a timely, accurate, resolution of customer reported and
detected troubles
Escalated problem circuits to Sprint for resolve
Provided status updates to the customer
1985 to 1990 U.S. Air Force- Air Traffic Control (ATC) Radar Technician
Performed electronic and mechanical maintenance on RADAR (GPN-21 and TPX-42),
CCTV displays, remote systems and data processing devices
Used test equipment (spectrum analyzer, volt meter, frequency generator, oscilloscope, etc)
Understands schematic drawings
Practiced electronic principles and digital techniques
Held and maintained a DOD SECRET level security clearance