SHANEPHEAR JOHNCLEETUS
RICHARDSON,TEXAS
Summary
Resourceful professional with over 3 years of experience in technology support, known for high productivity and efficient task completion. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences. Versatile professional bringing remarkable understanding of IT operations and resilient nature focused on finding root causes and making permanent improvements.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Support Specialist
INFOSYS LIMITED
Bangalore
07.2021 - 07.2022
- As a part of the global corporate end user infrastructure support team, I configure Windows and Mac laptops, as well as iOS and Android mobile devices.
- Utilizing MDM tool for mobile device enrollment, Security compliance, Troubleshooting and maintenance (Chef, Intune, MobileIron/Ivanti, Duo).
- Leading the configuration and maintenance of production software, adjunct support to utility software, i.e. Virus malware protection, Office 365 application suites, and application software.
- Working with Business Applications, Vendors, Security consultants, contractors, and IT personnel from other departments.
- Providing L2/L3 support to company executives by troubleshooting problems related to network or platform performance, operating systems, and various cloud-based software, connection issues with LAN/WAN.
- Mentoring of new teammates, given multiple learning sessions. Successfully maintained a high customer satisfaction rating.
System Support Analyst
INFOSYS LIMITED
Bangalore
05.2019 - 07.2021
- Investigated, diagnosed, and resolved complex problems with servers, workstations, printers, networks, and other systems.
- Developed procedures for installation and maintenance of computer systems and networks.
- Manage Active Directory users and computers on a Windows server. Create and manage shared folders on the file server, assigning permissions.
- Acknowledged incidents, troubleshooted desktop software-related issues, and closed tickets with appropriate resolution.
- Implemented best practices concerning information security protocols across organization's network infrastructure.
- Assisted with development of new IT systems including configuration management processes.
- Provided technical support to end users in troubleshooting hardware and software issues.
- Provided L3 support for Windows XP systems and MS Outlook mail client issues. Enabled VLAN ports for project workstations. Provided remote desktop support to local users.
- Deployed patches, updates, hotfixes to ensure optimal performance of operating systems and applications.
- Implementing, monitoring, and maintaining network security measures to protect data, software, and hardware.
Education
Master of Science - Information Technology Management
University of Texas At Dallas
Texas, United States Of America04-2024
Bachelor of Engineering - Electronics And Communication Engineering
St. Joseph’s College of Engineering
Chennai, Tamil Nadu04-2019
Skills
- Windows 10 OS ,Windows 11
- Windows Powershell
- Computer Hardware
- Software Installation
- SLA management
- Security Protocols
- Incident Management
- Communication proficiency
- Hardware diagnostics
- Vulnerability Remediation,Patch Management,Software deployment
- Ivanti MDM Technology tool (MobileIron)
- Qualys security scan tool
- Azure cloud technology
Certification
• AWS Certified Cloud Practitioner , AWS – May 2023
• Algorithmic Toolbox, UC San Diego – August 2023
• AWS Certified Cloud Solutions Architect, AWS – December 2023
• CS50’s Introduction to Computer Science, CS50 – February 2024
Timeline
Senior Support Specialist
INFOSYS LIMITED
07.2021 - 07.2022
System Support Analyst
INFOSYS LIMITED
05.2019 - 07.2021
Master of Science - Information Technology Management
University of Texas At Dallas
Bachelor of Engineering - Electronics And Communication Engineering
St. Joseph’s College of Engineering
• AWS Certified Cloud Practitioner , AWS – May 2023
• Algorithmic Toolbox, UC San Diego – August 2023
• AWS Certified Cloud Solutions Architect, AWS – December 2023
• CS50’s Introduction to Computer Science, CS50 – February 2024
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