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Shaun Jenkins

@shaunjenkins

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IT Support and Operations Professional with 8+ years bridging technical systems and customer experience.

United States

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Currently owning fraud review, carrier claims, chargeback defense and process documentation for a DTC e-commerce brand, closing 10,150 tickets in 12 months at 4.80/5 CSAT. Proven across help desk operations, Microsoft 365 and Azure administration, network operations and multi-platform e-commerce operations. CompTIA, Cisco and Microsoft certified; currently studying Microsoft AB-900 (Copilot & Agent Administration). Key Achievements: Closed 10,150 support tickets in 12 months at 4.80/5 CSAT • Led 300-employee emergency remote work transition during COVID-19 with zero downtime • Managed IT Asset Management for 3,500+ devices via Microsoft Intune • Authored 20+ operational SOPs and 300+ knowledge base articles

Experience

Work history, roles, and key accomplishments

Current

Technical Support Analyst

Current

Tuft & Paw

Jul 2023 - Present (3 years 3 months)

Sole technical support resource for a DTC e-commerce operation running on seven integrated SaaS platforms. Resolved 10,150 support requests in 12 months at 4.80/5 satisfaction, rising to 4.89 across the most recent 30 days.

Technical Support & Systems Administrator

Caret (formerly AbacusNext)

Oct 2019 - Dec 2022 (3 years 2 months)

Owned IT support and infrastructure administration for a 300-employee legal technology firm. Key contributor to the emergency transition to remote work for 300+ employees in three months during COVID-19, delivered with zero downtime.

IT Support Specialist

Rady Children's Institute for Genomic Medicine

Jan 2020 - Jan 2021 (1 year)

Remote IT support for a genomic research institute advancing precision medicine for children, under HIPAA and CITI confidentiality standards. Redesigned the Atlassian Confluence knowledge base architecture and built a documentation library of 100+ articles.

Jira Confluence REDCap Agile Scrum HIPAA Compliant Software Knowledge Base Creation Technical Documentation Helpdesk operations Project Coordination Epic Management Sprint Planning Kanban

Network Operations Specialist

TEKsystems

Jun 2019 - Oct 2019 (4 months)

Managed network operations supporting 1,200+ active-duty Marines. Real-time incident response and root cause analysis across GPON BAN infrastructure monitored via Tellabs Panorama, documented to government standard in BMC Remedy.

BMC Remedy GPON BAN Tellabs Panorama Active Directory TCP IP Network Infrastructure Incident Management Change Management Request Fulfillment Work Order Management IAM Cyber Security Awareness Privacy CompTIA Cloud Essentials

IT Support Specialist

TEKsystems

Feb 2019 - Jun 2019 (4 months)

Delivered technology refresh and hardware lifecycle operations including data backup, system imaging, deployment and diagnostics (CAC readers, CPUs, RAM) across HP, Dell and Lenovo estates.

Hardware Diagnostics Technology Refresh Data Backup System Imaging Deployment CAC Readers CPU RAM Dell Lenovo DoD ITSM Incident Management Change Management Request Fulfillment Work Order Management IAM BMC Remedy Cyber Security Awareness Privacy

Field Service Technician

Insight (formerly PCM)

Jul 2018 - Dec 2018 (5 months)

Delivered on-site hardware repair and installation for enterprise clients, primarily Qualcomm, across Lenovo, HP and Dell systems. Coordinated with dispatch and technical teams on parts availability and service scheduling.

Hardware Repair Installation Lenovo Dell Dispatch Coordination Service Scheduling CompTIA Security+CompTIA Secure Infrastructure Specialist CSIS CompTIA Project+

Founder & Managing Member

The House of Yogi

Jun 2015 - Jul 2018 (3 years 1 month)

Founded and operated a wellness business, managing operations, marketing, vendor relationships and compliance. Retrained into IT in parallel at San Diego Continuing Education and Cisco Networking Academy.

Business Operations Marketing Vendor Management Compliance Certifications: CompTIA A+Network Plus IT Operations Specialist

Casino Dealer

Viejas Casino & Resort

Jun 2011 - Jun 2015 (4 years)

Dealt craps, roulette and blackjack at a casino resort.

Casino Floor Supervisor

Sycuan Casino & Resort

Sep 2010 - Jun 2011 (9 months)

Supervised casino floor operations.

Account Manager | Project Lead

Allin Interactive

Apr 2008 - Mar 2010 (1 year 11 months)

Managed technical project delivery and client relationships for a hospitality technology company deploying casino management systems internationally. Led end-to-end project management for worldwide deployments, coordinating engineering teams, vendors and international clients.