Shaun Christopher Messer
Halesowen,Dudley
Summary
Experienced IT professional with a strong background in remote desktop support, hardware troubleshooting, and systems security protocols. Demonstrates expertise in network architecture and IT infrastructure, with a proven track record in bug identification and resolution. Skilled in technical documentation writing and adept at using remote support tools to enhance user experience. Committed to continuous improvement and delivering exceptional tech support across various platforms, including Windows Server management and LINUX. Career goals include advancing IT service delivery through innovative solutions and effective system monitoring.
Overview
12
12
years of professional experience
Work history
Junior IT Technician (Work Experience)
Halesowen College
Halesowen, Dudley
08.2014 - 09.2017
- Maintain computer equipment to ensure it is safe ,ready for student use.
- Performed routine audits of systems implementing necessary changes promptly ensuring 100% usability.
- Provided IT support to staff members, improving overall operational efficiency.
- Maintained IT inventory effectively keeping track of all equipment in use.
- Conducted diagnostic tests for resolving network issues swiftly.
- Installed operating system applications, maintaining high level of reliability.
Junior Engineer (Work Experience)
Severn Valley Railway
Shrewsbury, Shropshire
08.2013 - 08.2013
- Maintain carriages and tracks ensure all steam engines are safely running and meet 100% of safety requirements.
Senior Support Engineer
Keys Group
Halesowen, Dudley
01.2021 - 07.2025
- Providing remote support to 450+ sites both Adult and Young Persons Residential, Schools and Activity Centres.
- Also managing acquisition of sites, from arranging to install our ISP provider into the site.
- Performing migration of data.
- Re-working on-site network to match our network policy's.
- Providing escalation, support to 1st line support technicians.
- Managing 1st line support technicians when manager is away
- Training sites on how to use our Virtual desktop system (Horizon).
- Ensure the knowledge base is kept up to date with any new information or findings.
- Escalate any suitable jobs to infrastructure team /3rd Line Support.
- Developed comprehensive documentation for future reference and training purposes.
- Ensured smooth network operations through diligent maintenance activities.
- Handled escalated support requests, resulting in quick resolution times and customer satisfaction.
- Managed high-level support cases, resulting in improved customer satisfaction.
1st Line Support Technician
Keys Group
Halesowen, Dudley
02.2018 - 01.2021
- Produced detailed reports on resolved issues for future reference.
- Installed new hardware components to enhance system performance.
- Responded promptly to help-desk requests, significantly reducing wait times.
- Coordinated with vendors to acquire essential hardware and software tools.
- Provided remote support for over 200 sites, including residential areas and schools.
- Captured and created Windows images for distribution via MDT.
- Managed provision of all IT equipment, including mobile phones, for staff.
- Directed management of thin client terminals for office personnel.
Junior Network Engineer
Legend Telecom
Bradford
08.2017 - 09.2017
- Maintained customer accounts in Radius Manager to ensure optimal access control.
- Configured and installed access points, significantly improving customer connectivity.
- Assisted web development team in hosting and maintaining websites for operational efficiency.
- Supported installation team during infrastructure deployments to facilitate seamless transitions.
IT Technician Apprentice
Halesowen College
Halesowen, Dudley
09.2015 - 07.2017
- Maintained equipment to ensure optimal performance and reliability.
- Provided customer assistance and guidance to enhance user experience.
- Processed warranty claims and returns accurately and efficiently.
- Established asset system for effective tracking of asset information.
Education
BTEC IT Level 3 Extended Diploma - Software and Games Development
Halesowen College
Halesowen(HND) Computer Systems - Information Technology
Halesowen College
Halesowen(HND) Employability and Professional Development - Information Technology
Halesowen College
Halesowen(HND) Website Design - Information Technology
Halesowen College
Halesowen(HND) Object Orientated Programming - Information Technology
Halesowen College
HalesowenSkills
- Remote desktop support
- Hardware troubleshooting
- Bug identification and resolution
- Working with hardware peripherals
- Tech support experience
- Technical documentation writing
- Server support
- Network configuration
- Windows Server management
- System monitoring
- LINUX
- Patience with users
- IT service ticketing systems
- Remote support tools
- Server virtualisation tools
- Risk analysis capabilities
Affiliations
· Servers: Recently set-up a machine that runs two virtual gaming
desktops.
· Linux: Use the distro fedora with KDE GUI as my daily driver.
· Design: Anything from systems to furniture.
· Networking: Set-up a basic network at home and for family and friends.
· Electronics, Technology, Engineering & Mechanics.
· Gaming: Primarily Simulators, RPG’s, Racing and Sci-fi.
· Art: Primarily Abstract Art.
· Vintage Engines: Used to own and maintain them.
· Renewable Energy: Algae, Hydrogen, Bio Fuel, Turbines.
· Medical Research: Insulin Pumps, Diabetes.
· Swimming: Achieved bronze NARS cross and platinum medal.
· Psychology: Neurodivergent development.
References
References available upon request.
Timeline
Senior Support Engineer
Keys Group
01.2021 - 07.2025
1st Line Support Technician
Keys Group
02.2018 - 01.2021
Junior Network Engineer
Legend Telecom
08.2017 - 09.2017
IT Technician Apprentice
Halesowen College
09.2015 - 07.2017
Junior IT Technician (Work Experience)
Halesowen College
08.2014 - 09.2017
Junior Engineer (Work Experience)
Severn Valley Railway
08.2013 - 08.2013
BTEC IT Level 3 Extended Diploma - Software and Games Development
Halesowen College
(HND) Computer Systems - Information Technology
Halesowen College
(HND) Employability and Professional Development - Information Technology
Halesowen College
(HND) Website Design - Information Technology
Halesowen College
(HND) Object Orientated Programming - Information Technology
Halesowen College
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