Shaun Cox
@shauncox
I lead IT service teams, training programs, and operational support delivery.
United StatesWhat I'm looking for
At Apollo Group, I led IT customer service training, owned the onboarding roadmap, and reduced new-hire time-to-productivity by 75%. I also recruited technical talent, developed candidate portfolios, and delivered onboarding classes.
Across more than 19 years in IT leadership and support, I've managed teams, resolved desktop and print issues, and supported service desk operations using SCCM, Citrix, Active Directory, DNS, DHCP, Splunk, CUPS, and HP OpenView. I'm interested in applying my IT and customer-service background to healthcare informatics and medical imaging.
Experience
Work history, roles, and key accomplishments
Senior IT Customer Svcs Lead
Apollo Group
Nov 2020 - Mar 2024 (3 years 4 months)
Led weekly coaching sessions for the training team and owned the onboarding and training program roadmap, reducing time-to-productivity by 75%. Sourced, interviewed, and selected technical candidates, and ran onboarding classes for new hires.
Field Service Technician
HCL America
Aug 2011 - Nov 2020 (9 years 3 months)
Reimaged desktop computers using SCCM ZTI, set up and troubleshot printers/plotters, provided backup print support, assisted the corporate help desk with physical issues, and delivered and set up new equipment.
OS Help Desk Technician II/Print Support
HCL America
Aug 2011 - Jun 2014 (2 years 10 months)
Assisted front line agents with troubleshooting and escalation procedures, acted as a lead when management was unavailable, and managed printer DNS entries in INFOBlox, CUPS, Airwave, and HP Openview. Also used CallXpress Administration to reset VM passwords.
ServiceDesk – ERT
University of Phoenix Online; Apollo Group, INC.
Jan 2005 - Aug 2011 (6 years 7 months)
Provided service desk support as part of the Enterprise Response Team, handling technical issues and customer service requests.
Education
Degrees, certifications, and relevant coursework
Western International University
Associate of Arts, Information Technology
2008 - 2009
Grade: 3.8
Associate of Arts in Information Technology with a GPA of 3.8.
Collins College
Associate, Computer Science
2004 - 2005
Grade: 3.9
Associate degree in Computer Science with a focus on Network Technology, achieving a GPA of 3.9.
Pine View High School
High School Diploma, General Studies
1999 - 1999
Grade: 3.5
High school diploma with a GPA of 3.5.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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