Shane Smith

3810 S Redwood Rd APT 1103West Valley, UT 84119

shanesmith0922@gmail.com

C: 801-913-3194

Employment History

Level 2 Agent / Remote Resolution TeamUnisys Technical Services / Salt Lake City UTJan 13, 2015 – Present

With the goal of decreasing the workload from Desk Side Support and decreasing cost for the customer the Remote Resolution Team’s responsibilities were to search for and pull tickets from deskside support that could potentially be resolved remotely. In this position I resolved a wide variety of issues that would normally be handled by deskside support including (but not limited to) local profile re-builds, office/software reinstalls, advanced network troubleshooting, computer domain management, stop errors, registry edits, ex…

Key Achievements:

● Created reports and scripts that allowed my team to view deskside tickets more effectively● Discovered more efficient or new fixes for multiple common issues and created walkthroughs

and knowledgebase articles for these fixes● Maintained a 85%+ resolution rate● Shared knowledge and fixes with the deskside team prompting more efficient work in their

team.

Level 2 Agent / Team LeadUnisys Technical Services / Salt Lake City UTMay 26, 2013 – Jan 13, 2015

As a level 2 agent I provide advanced technical support to end users as well as assist with day to day management of Level 1 agents. My responsibilities include coaching individual agents on company processes, training in technical skills, training in ticket management, training in time management skills, queue management, access request, daily ticket reporting, PC builds for new employees, and escalations.

Key Achievements:

● Implemented a new process for ownership of offline work that has proven successful and is still used.

● Created and maintained search scripts allowing easy access to personal tickets as well as web-submits and misroutes in the ticketing system.

● Significantly improved ticket chasing adherence in my team ● Volunteered to take on the tickets and responsibility of the outsourced Level 2 team. This

achieved a faster response to their customers, and more accessibility to the Level 1 agents. ● Created and maintained a team SharePoint site containing walkthroughs, process changes, basic

troubleshooting steps, and other helpful information giving all agents easy access to information.

● Started the specialty “Remote Resolution Team” whose responsibilities involved working tickets that would normally be sent to onsite support and resolving them remotely. Saving clients time and money.

Level 1 AgentUnisys Technical Services/ Salt Lake City, UTOctober 29, 2007 – May 26, 2013

As a Level 1 agent I provided technical support to end users supporting windows, wireless networking, office, outlook, Siebel, BitLocker, active directory, and many other shrink-wrapped and client specific applications. It was also my responsibility to train many different new hires. During this time I completed several different projects for management to improve the efficiency of my team and Unisys as a whole.

Key Achievements:

● Refined, optimized and updated knowledge base articles and Helpfile articles, making information more accessible and understandable for my team.

● ISO Audit Security Officer ISO 20k, ISO 27k, and SAS70 (January, 2009). In this project I assisted in preparing for the audit, interviewing managers about their compliance and gathering data requested by the auditor.

Business Sales RepresentativeComp USA / South Salt Lake, UTMay 12, 2007 – October 27, 2007

In this position I provided sales service to CompUSA’s business providers. I used my knowledge of electronics to give these customers honest and educated answers to their computing needs. I also assisted in any way I could in the store including cleaning, wireless sales, and in computer repair.

Key Achievements:

● Befriended and gained the trust of several “high profile” customers, granting CompUSA several repeat customers.

● Used free time in the store to learn more about consumer products, how they work, and learn from the computer repair techs employed with me.

Professional Memberships / Accreditations

● CPR Certified ● First responder trained● Confidential Security Clearance● Unisys Employee of the Month: June of 2013; October of 2010; April of 2009.

Skills

● Ability to effectively communicate in order to facilitate a thorough understanding of processes and procedures.

● Ability to effectively learn and adapt to any change in processes or applications, often becoming an expert quicker and more effectively than other colleges involved.

● Excellent in the skills of self-management and self-motivation.● Experienced in meeting deadlines on a tight schedule.● Advanced skills in the use and support of Microsoft products including Office 2003-365,

Microsoft Windows 98-8, Exchange 2003-2013, and Active Directory.

● Advanced skills in the use and support of mobile products and applications including IOS, Android, and Blackberry operating systems.

● Advanced use and support of multiple ticketing systems including ISM Service Now, ITSM Remedy, and Service Center 2-5.

● Advanced skills in the use and support of EMC2 applications including Documentum, EDM, and RSA

● Advanced skills in the use and support of Adobe products including Flash Player, Acrobat, and Adobe Reader.

References

Jordan TurnerUnisys Team Manager801-971-0330

Jonathan VasquezEMC Technical Support Representative702-287-3062

Shaun BeecroftUnisys Team Manager801-673-9157