Shawn Robinson
@shawnrobinson
Customer support specialist skilled in technical troubleshooting and systems.
United StatesWhat I'm looking for
I am a customer support specialist with hands-on experience in technical troubleshooting, desktop and remote support, and systems administration across Windows, Linux, Mac OS, iOS, and Android. I have improved first-call resolution rates and reduced system downtime through methodical diagnostics, proactive maintenance, and clear customer communication.
I have led teams, trained staff on digital tools, and supported complex embedded and server systems for immersive experiences and retail operations. My background combines technical scripting (Python, PowerShell, Bash), SQL and web basics, and strong soft skills—enabling me to solve problems, streamline processes, and deliver measurable improvements in efficiency and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Assistant Store Manager
Dollar General
Nov 2024 - Present (1 year)
Coordinated daily store operations, reduced overstock by 85% in four months through improved inventory controls, and led a team of 6+ employees while optimizing scheduling via POS sales forecasting.
Substitute Teacher
Charleston County School District
Dec 2019 - Jan 2025 (5 years 1 month)
Implemented structured lesson plans and digital tools for continuity across grades, managed classrooms up to 30 students, and delivered hybrid instruction using Google Workspace.
Tier I Technical Advisor
Conduent
Mar 2024 - Oct 2024 (7 months)
Diagnosed and resolved technical issues for 50+ customers daily, achieving a 92% first-call resolution rate and reducing ticket escalations through systematic troubleshooting and CRM documentation.
Technical Puzzle Operator
Escape in 60
May 2023 - Jan 2024 (8 months)
Maintained Arduino-powered escape room systems across six environments, reduced game interruptions by 80% through proactive maintenance and real-time troubleshooting of servers, wiring, and sensors.
Technical Support Specialist
Sutherland Global
May 2018 - Jan 2019 (8 months)
Resolved hardware and software issues for 25–40+ clients daily, maintained accurate case documentation, and achieved a 95% customer satisfaction rate through effective conflict resolution.
Education
Degrees, certifications, and relevant coursework
CGCoursera / Google
Certificate, Information Technology
2025 - 2025
Completed the Google IT Professional certificate through Coursera in October 2025.
Eminence High School
High School Diploma, General Education
High School Diploma awarded by Eminence High School.
SUSouthern New Hampshire University
Bachelor of Science, Computer Information Technology
Completed 99 of 120 credits toward a Bachelor of Science in Computer Information Technology.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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