Ed Sheldon Professional Resume
EDWARD M. SHELDON
Grand Island, NY |------------ | ------------ |------------/in/edwardmarksheldon
TECHNICAL SUPPORT SPECIALIST
Skilled and detail oriented IT support professional with extensive experience providing escalated support in various settings including corporate and healthcare environments. Known for the ability to multi-task, prioritize and adapt quickly to changes as well as collaborate with others to solve complex problems. Excellent communicator, troubleshooter and problem solver with demonstrated ability to complete assignments and projects in a timely manner. Dedicated to providing excellent customer service and always looking for ways to add value to a team and organization.
KEY SKILLS
Network+ Certification | A+ Certification | ServiceNow Software | Training | Active Directory
Remote Log-in using Bomgar | Microsoft Windows | Microsoft Office and Office 365
Google G Suite | Microsoft Deployment Toolkit (MDT) | Symantec Endpoint Encryption
Data Analysis | Documentation Control | Quality Control
WORK EXPERIENCE
ASCENSION TECHNOLOGIES, Lewiston, NY 2015-2020
One of the nation’s largest healthcare information technology services organizations providing Ascension and its subsidiaries IT infrastructure and software application services.
Level 3 Technician for Post-Acute Services
Provided Level 3 field services to 3500+ Post-Acute Service associates ministry-wide across 29 facilities in 10 states with direct on-site support locally for 150+ associates.
• Performed critical and non-critical incident/request management in excess of 92% SLA.
• Provided project assistance for Network and Telecom refresh via Change Tasks.
• Played a key role in the migration to Office 365 and Google G Suite Platforms.
• Managed technical assets including device tracking and off-lease/end of life refresh processes.
• Deployed and remediated Enterprise Applications.
• Trained end users on technology and applications as needed.
• Collaborated with other Level 3 technicians to share knowledge and resolve complex problems.
APEX SYSTEMS, Lewiston, NY 2015
Staffing company that places Dell Computer contractors with various organizations.
Client Technical Field Services Analyst—Mount St. Mary’s Hospital
Diagnosed and resolved computer hardware and software problems utilizing the ServiceNow ticketing system. Connected and communicated with end users throughout the process with status updates and provided training wherever needed.
UNISYS TECHNICAL SERVICES, Blue Bell, PA 2011-2015
Global IT outsourcing company providing services that manage client applications, data, networks and devices.
Field Technician
Analyzed, diagnosed and resolved hardware and operating system problems on personal computers along with installing software and maintaining equipment as well as training users as necessary.
EDWARD SHELDON PAGE TWO
EDUCATION
Niagara University – Niagara University, New York
Master of Business Administration—Human Resources
University of Phoenix—Phoenix, AZ
Bachelor of Science in Information Technology
Community College of the Air Force – Maxwell AFB, Alabama
Associate of Science Maintenance Production Management
Associate of Science Electronic Systems Technology
MILITARY
U.S. Air Force—Retired
EDWARD M. SHELDON
Grand Island, NY |------------ | ------------ |------------/in/edwardmarksheldon
TECHNICAL SUPPORT SPECIALIST
Skilled and detail oriented IT support professional with extensive experience providing escalated support in various settings including corporate and healthcare environments. Known for the ability to multi-task, prioritize and adapt quickly to changes as well as collaborate with others to solve complex problems. Excellent communicator, troubleshooter and problem solver with demonstrated ability to complete assignments and projects in a timely manner. Dedicated to providing excellent customer service and always looking for ways to add value to a team and organization.
KEY SKILLS
Network+ Certification | A+ Certification | ServiceNow Software | Training | Active Directory
Remote Log-in using Bomgar | Microsoft Windows | Microsoft Office and Office 365
Google G Suite | Microsoft Deployment Toolkit (MDT) | Symantec Endpoint Encryption
Data Analysis | Documentation Control | Quality Control
WORK EXPERIENCE
ASCENSION TECHNOLOGIES, Lewiston, NY 2015-2020
One of the nation’s largest healthcare information technology services organizations providing Ascension and its subsidiaries IT infrastructure and software application services.
Level 3 Technician for Post-Acute Services
Provided Level 3 field services to 3500+ Post-Acute Service associates ministry-wide across 29 facilities in 10 states with direct on-site support locally for 150+ associates.
• Performed critical and non-critical incident/request management in excess of 92% SLA.
• Provided project assistance for Network and Telecom refresh via Change Tasks.
• Played a key role in the migration to Office 365 and Google G Suite Platforms.
• Managed technical assets including device tracking and off-lease/end of life refresh processes.
• Deployed and remediated Enterprise Applications.
• Trained end users on technology and applications as needed.
• Collaborated with other Level 3 technicians to share knowledge and resolve complex problems.
APEX SYSTEMS, Lewiston, NY 2015
Staffing company that places Dell Computer contractors with various organizations.
Client Technical Field Services Analyst—Mount St. Mary’s Hospital
Diagnosed and resolved computer hardware and software problems utilizing the ServiceNow ticketing system. Connected and communicated with end users throughout the process with status updates and provided training wherever needed.
UNISYS TECHNICAL SERVICES, Blue Bell, PA 2011-2015
Global IT outsourcing company providing services that manage client applications, data, networks and devices.
Field Technician
Analyzed, diagnosed and resolved hardware and operating system problems on personal computers along with installing software and maintaining equipment as well as training users as necessary.
EDWARD SHELDON PAGE TWO
EDUCATION
Niagara University – Niagara University, New York
Master of Business Administration—Human Resources
University of Phoenix—Phoenix, AZ
Bachelor of Science in Information Technology
Community College of the Air Force – Maxwell AFB, Alabama
Associate of Science Maintenance Production Management
Associate of Science Electronic Systems Technology
MILITARY
U.S. Air Force—Retired