Philip Shea

IT Support Coordination, Troubleshooting, Helpdesk


Areas of skill and knowledge:

·         2 years experience conducting ERP data migration services in SAP and Oracle

·         5+ years with Operating systems: (Windows, Macintosh OS, Mobile OS)

Expert level proficiency with Microsoft Windows XP/Windows 7, intensive IT/Project support in Windows environment, strong knowledge and experience with software Q/A procedures.   

·         5+ years with Applications: (MS Office, Various Network Utilities)

Experience with network and troubleshooting tools to support large scale ERP migration projects. Created and analyzed reports on site traffic and statistics.

·         5+ years with Network environments: (MS Windows Server, SQL, Debian, MSDN)

Experience working within majority of Active Directory (AD) software in working office settings including SharePoint. Worked within Netware environments, worked within Linux environments in settings with shared Microsoft resources.                                               

Work experience:

Field Support Technician       University of San Francisco,    San Francisco CA      Dec. 2017-Mar. 2018

·   Imaging and deployment of Mac and PC desktops and laptops to various University offices.

·   Secure wiping of retired University Mac and PC assets.

·   Tagging of new University assets and input into new asset spreadsheets.

·   Troubleshooting and resolution of various user issues on Mac and PC.


Customer Support Representative             ADS Solutions,             Novato CA                    Jan.-Mar. 2017

·   Software support for customers using the Accolent ERP platform.

·   Software QA analysis and bug testing to determine defects in software.

·   Documentation and communication to software developers about defects found in software through testing.


Account Administrator            Robert Half Office Team,            San Rafael CA                  Oct.-Dec. 2015

·   Proofreading and review to reconcile class-action eligible stock trade reports.


Technical Support Specialist        Robert Half Technology,      San Francisco CA            Mar.-Jul. 2015

·   Workstation and desktop imaging and setup.

·   Setup of telecom equipment for conference and media displays.

·   Network imaging and preparation of laptops to be distributed to company employees.

·   Troubleshooting, workstation arrangement, and organization of new supplies.


Desktop Support Technician                     Nelson Technology,         Petaluma CA           Oct.–Nov. 2014

·   Setup, imaging, and deployment of multiple workstations for the Petaluma Health Center and Institute for Reading Development. Setup of conference rooms and required projectors for presentations.

·   Installation of ergonomic workstations for medical offices.

·   Troubleshooting and technical support for 250+ employees of Petaluma Heath Center.


Information Technology Intern     Marin Municipal Water District, Corte Madera, CA    June-Oct. 2014

·   Administered an Active Directory domain for 250+ users. Administering a MS Windows Server domain and supporting SAP ERP functions within a MS SQL Server environment.

·   Resolved user issues within the District’s Opentext document management system.

·   Supported a District-wide Windows 7 migration and mobile device rollout and increased the rollout of workstations by 100% as the same time the previous year.

·   Implemented server infrastructure upgrades to manage a VM-ware environment.

·   Supported implementation of Citrix remote access for District employees.

·   Documented trouble tickets with District workstations and applied ergonomic upgrades to multiple desk locations. Setup of teleconference, meeting, and video displays.

·   Supported trouble tickets with SAP GUIxT throughout this summer’s Windows 7 migration.


Port Data Migration Assistant                           Port of Oakland, Oakland CA                Jan.-March 2013

·   Completed large scale ERP data migration project to upgrade servers and workstations to Microsoft Windows software. Implemented and supported distribution of Cisco IP phones in SharePoint environment.

·   Tracked the inventory of Port assets including workstations, IP phones, headsets, and computer peripherals.

·   Upgraded and organized server infrastructure to support recently migrated hybrid domain.


Software Q/A Analyst                                  Town of Tiburon, Tiburon CA                 April 2012-Jan. 2013

·   Supported implementation of a permit tracking system for the town by working directly with the vendor to reduce and eliminate software bugs as they were encountered by town staff.

·   Analyzed and created improved user-interface designs for a customized PHP user environment.

·   Resolved various user issues encountered by Town staff.


Port Help Desk Technician                        Port of Oakland, Oakland CA                   Oct. 2010-May 2011

·   Identified, analyzed, and remedied operational issues by using Dameware remote connection software and interaction with Port employees including 14 lawyers and their staff.

·   Strong skills in tracking and documenting issue resolution through HEAT.

·   Provided customer service for a 500+ user base to solve various issues including: VPN for offsite access to Oracle applications, Outlook, and Internet Explorer.

·   Resolved application errors and issues with Port’s document management system while migrating from a Netware environment to a Microsoft managed domain. Managed loaner equipment and assisted with the setup of projectors, laptops, and desktop workstations. Extensive knowledge of MS Exchange in conjunction with PDA, Blackberries, iPhones (ActiveSync), Android, & Mail for Exchange.

·   Provided advanced troubleshooting for Word (including Macros and templates), Excel, PowerPoint, and Outlook. Assisted telecoms manager with PBX distribution and number assignments.

·   Imaging of Port workstation inventory 300+ workstations using server located images and PXE network installations. Applied updates through Port managed update server.


IT Support Specialist                                  Eberline Services, Richmond CA                    Jan.-April 2011

·   Managed administration of Microsoft Active Directory domain for 50+ users.

·   Developed IT asset database.

·   Administered and helped to support infrastructure upgrades to a laboratory information management system.

·   Performed methodological server tape backups using Symantec Backup Exec.

·   Installation and deployment of MS Server 2008 R2.

·   Administration of MS Server 2003.

Education and Professional Development:

·         College of Marin     

Associates degree in Social and Behavioral Sciences

·         Computer Technologies Program

Certification in Networking and Technical Support

Additional Work + Volunteer/Community Service Experience:

·         2010 Staples Resident Technician – Novato, CA

·         2010 IT Internship at Port of Oakland – Oakland, CA

·         Marin General Hospital

Awards and Professional Associations:

·         Eagle Scout Award

·         Institute of Electrical and Electronics Engineers