Shaun Easley

Results-driven IT professional and U.S. military veteran with 20+ years of experience supporting enterprise technology environments, systems administration, network infrastructure, and end-user computing. Proven expertise in Active Directory, Windows environments, DNS, DHCP, TCP/IP, identity and access management, hardware/software troubleshooting, and IT service management. Recognized for resolving complex technical issues, managing end-to-end user lifecycles, strengthening service desk operations, and delivering high-quality technical support to distributed workforces.

Brings a disciplined, security-conscious approach to IT operations with a strong focus on documentation, compliance, customer service, and continuous improvement.

IT SUPPORT CONSULTANT at Dine Development Corporation (DDC) (2021-09 – 2026-08)

Systems & Network Administration, Technical Support & Incident Management, Service Desk & ITSM Operations, IT Asset Management & Continuous Improvement

• Configure, validate, and maintain Windows workstation environments across local and remote users.
• Administer core network services including Active Directory, DNS, DHCP, and TCP/IP.
• Configure and support network devices, storage components, specialized software, and enterprise technology tools.
• Manage the complete user lifecycle, including account creation, modification, access changes, and deactivation.
• Perform secure user-profile and data backups during employee offboarding and system transitions.
• Diagnose and resolve complex hardware, software, operating system, and network issues.
• Repair, replace, and configure computers, laptops, printers, peripherals, and network equipment.
• Identify and remediate malware, viruses, and other endpoint security threats.
• Perform system re-imaging and restoration to return devices to operational status.
• Provide responsive local and remote technical support using approved remote-access platforms.
• Escalate complex incidents appropriately to Tier II and Tier III technical teams while maintaining ownership and documentation.
• Manage support requests through the full ticket lifecycle, ensuring accurate documentation, timely resolution, and appropriate escalation.
• Apply IT policies, procedures, standard operating procedures, and work instructions to maintain operational and compliance standards.
• Develop and maintain knowledge-base documentation to improve first-contact resolution and reduce recurring incidents.
• Support ServiceNow (SNOW) administration and service desk process improvements.
• Manage IT asset logistics from procurement and receipt through deployment, distribution, inventory tracking, and retirement.
• Develop reporting and performance metrics to evaluate and improve service desk operations.
• Analyze recurring technical issues and recommend solutions to improve system reliability and customer experience.
• Standardize processes and documentation to improve consistency across IT support operations.

IT SPECIALIST at City of Shoreline (2020-06 – 2021-08)

• Provided comprehensive Tier I–III technical support to city departments and municipal personnel.
• Worked directly with department heads, city officials, and employees to diagnose and resolve technology issues.
• Troubleshot high-volume hardware, software, workstation, and network incidents.
• Managed service requests through the SysAid ticketing platform while maintaining established SLA requirements.
• Supported a diverse municipal technology environment requiring strong customer service, communication, and prioritization skills.

IT SUPPORT ANALYST at Icicle Seafoods, Inc. (2018-01 – 2020-04)

• Delivered multi-tier technical support to headquarters and distributed corporate locations throughout Alaska, Canada, and other regional offices.
• Diagnosed and resolved hardware, software, workstation, connectivity, and user-access issues.
• Provided real-time remote technical support using ConnectWise ScreenConnect.
• Performed remote infrastructure diagnostics and troubleshooting for geographically distributed users.
• Collaborated with users and technical teams to minimize downtime and maintain business continuity.

Some colleagues complete

Alabama A&M University

Field of Study: information Technology

From September 1994 to September 1996