Shawn Pryor

IT infrastructure and support professional with 4+ years of experience supporting Windows endpoints, user access, connectivity, and ticket-driven operations across enterprise and MSP environments. A.A.S. in Information Systems Technology with CompTIA Server+ and Microsoft Azure Fundamentals (AZ-900). U.S.

Army Reserve 25B with hands-on training in Windows Server, Active Directory, Group Policy, DNS/DHCP, LAN/WAN, and secure network operations. Known for disciplined troubleshooting, clear documentation, and effective escalation in fast-paced environments.

Information Technology Specialist (25B) - U.S. Army Reserve

(2024-08)

• Completed classroom and hands-on technical training at the U.S. Army Signal School covering Windows Server, Active Directory, Group Policy, DHCP, DNS, LAN/WAN, and router/switch fundamentals.
• Practiced secure network setup, account support, incident reporting, asset tracking, and structured troubleshooting/documentation in controlled training environments.
• Built lab-based experience troubleshooting client/server and network scenarios, with DISA STIG awareness and working knowledge of COMSEC-aligned security principles.

IT Support Specialist - Helpware, Inc. - Martinsville, VA

(2023-09)

• Resolve remote IT incidents and service requests for approximately 500 users across Windows endpoints, peripherals, connectivity, and business applications.
• Support Microsoft 365 and Google Workspace environments by troubleshooting user access, authentication, productivity tools, and account-related issues.
• Manage Jira and ServiceNow ticket queues, document troubleshooting and resolution details, and create user-facing instructions and runbook content to improve support consistency.
• Support Intune-related device readiness, endpoint compliance, updates, and configuration checks as part of endpoint lifecycle and security workflows.
• Partner with operations leads and clients to isolate recurring issues, gather diagnostic evidence, and escalate platform-side defects for resolution.

Infrastructure Technician - Enkompas Technology Solutions - Martinsville, VA

(2023-05 - 2023-08)

• Delivered desktop, network, and software support for more than 200 employees across varied Windows endpoint, connectivity, and access needs.
• Provisioned and maintained user accounts across Microsoft 365 and Google Workspace for onboarding, access changes, and account lifecycle support.
• Used Kaseya RMM to monitor endpoint health, support device management and maintenance tasks, and help maintain system availability.
• Diagnosed Windows workstation, network connectivity, printer, and software issues while coordinating escalations for higher-complexity technical problems.

Cloud DevOps Apprentice - Simple Technology Solutions - Remote

(2022-11 - 2025-01)

• Completed structured Azure training covering identity, core services, networking, security concepts, and cloud operations.
• Built practical familiarity with cloud documentation, service concepts, and DevOps-adjacent workflows relevant to infrastructure operations.

Desktop Support Analyst / IT Support Specialist - TTEC / Faneuil, Inc. - Martinsville, VA

(2021-11 - 2023-01)

• Delivered Tier I/II support for roughly 300 users in a high-volume environment across Windows desktop, account/access, peripheral, and application issues.
• Troubleshot Windows systems, peripheral devices, access problems, and software issues while maintaining accurate ticket notes and resolution details.
• Supported account lifecycle tasks, asset tracking, and escalation of complex technical cases to higher-tier technical teams.

A.A.S. - Information Systems Technology - Southside Virginia Community College (2014-05)