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Durham, NC 27704
10 years experience W2
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Premier Support Engineer and Incident Coordinator with nearly seven years of experience in complex support environments and technologies ranging from Microsoft 365 to specialized e-commerce platforms to vast multinational corporate environments and a relentless obsession for building efficient, cross-collaborative support processes and protocols that provide the best possible customer experience.

Information Technology
Jan 2014 - present
Durham, NC
| Carroll Consulting and Solutions * Services offered include online web presence consultancy, security incident analysis and assessment, software maintenance, hardware upgrades, network configuration, as well as general IT assistance for local and small businesses. 1 SHAUN ALEX CARROLL s.alex.carroll@gmail.com
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Senior Technical Analyst
Jan 2016 - Jan 2017
via HCL
  • Provided ITIL L1 support for 24x7 internal corporate help desk, including assisting users with password lockouts and resets, end user Office 365 issues, network printer issues, VPN connectivity, security and identity access requests.
  • ITIL processes and procedures followed to troubleshoot, achieve First Call Resolution, and fully document the in both ServiceNow as an Incident or Service Request, and if possible, collaborate with resolver team to expedite solutions for priority incidents or requests.
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Dec 2016 - Sep 2016
| Outstanding Brand Energizer Award via HCL | Certificate of Excellence for Highest First Call Resolution Percentage | HCL Q2 2016 | STAR Certificate of Excellence | Toyota Financial Services via HCL
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Jan 2014 - Jan 2015
* Temporary position involved interacting assisting customers with varying levels of inquiries or requests, handling and resolving customer complaints, completing orders and order changes, and troubleshooting issues for customers.
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Operations Specialist / IT Manager
Jan 2013 - Jan 2014
  • Worked as lead IT and technical contact and as project manager for website development, desktop engineer and network security for multiple location expansion, and operations support deployment for e-commerce division.
  • Increased web traffic 15% by managing complete website migration and overhaul, reduced bounce rate 35%, and increased e-commerce division profits by providing e-commerce and inventory solutions by 10%. Customer Service Representative | Marketing Adventure Media | 2012
  • Worked as support and account management of advertiser relations by providing tier 1 technical support, responding to product inquiries, sales quotes, placing customer orders, and responding to support requests via email and inbound calling.
  • Maintained low escalation ratio and high sales volume contributing to an increase in measured advertiser satisfaction for the fourth fiscal quarter. RECOGNITION
Account Management MS Visio Project Management
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Non-cloudteam Skill
Art History
Savannah College of Art and Design 2011
Savannah College of Art and Design Combined 2011
ICS - 100: Introduction to Incident Command System
IS-00200 c: Basic Incident Command System for Initial Response
IS-00405: Mass Care/Emergency Assistance Overview
Account Management
MS Visio
Project Management