SHELTON HARTLEY
Bowie
Summary
Desktop Support and IT Support professional with extensive experience in Windows and macOS environments within public-sector and academic institutions. Expertise in device imaging, deployment, troubleshooting, software installation, and asset management. Demonstrated success in providing customer-focused technical support to diverse user groups, utilizing ticketing systems and managing hardware lifecycles effectively. Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Clerical Aide
Public Service
09.2023 - Current
- Provided second-level desktop support for public-facing and administrative systems, resolving hardware, software, and connectivity issues.
- Performed end-to-end device lifecycle management including imaging, software configuration, deployment, secure data sanitization, and decommissioning.
- Rebuilt, imaged, and deployed 50+ Windows workstations in library computer labs, ensuring consistent configurations and application availability.
- Conducted preventive and scheduled maintenance to improve system performance and reduce downtime.
- Maintained accurate asset inventory and configuration records, supporting audits and cost control efforts.
- Supported facility technology upgrades by relocating and configuring network switches, workstations, and peripherals with minimal service disruption.
Assistant Manager
Regal Cinemas
10.2017 - Current
- Delivered responsive technical and customer support in a high-volume environment, resolving system and service issues quickly and professionally.
- Diagnosed and troubleshot hardware and software issues related to POS systems, workstations, and digital projection equipment.
- Trained and guided staff on system usage, operational procedures, and basic troubleshooting, improving service consistency and efficiency.
- Maintained operational logs, documentation, and reports in compliance with company procedures.
- Demonstrated strong multitasking and prioritization skills while responding to time-sensitive technical issues.
Cybersecurity Researcher (IoT)
- Conducted vulnerability assessments and security analysis of IoT devices.
- Documented technical findings and collaborated with team members to recommend mitigation strategies.
- Strengthened problem-solving, documentation, and technical communication skills applicable to enterprise IT environments.
Tech Intern
- Hardware Maintenance: Performed breakdown and rebuilding of computer hardware, successfully restoring functionality to aging systems and reducing equipment replacement costs.
- User Support: Provided technical support and tutored peers in coding (Java, C++), translating complex technical concepts into easy-to-understand instructions for non-technical users.
Education
Bachelor of Science Degree - Computer Technology (Internet Technologies)
Bowie State University
Bowie, MD12-2022
High School Diploma -
New Hope Academy
Landover Hills, MD06.2017
Skills
- Windows 10/11
- Desktop support
- Device lifecycle management
- Technical troubleshooting
- Hardware maintenance
- Customer support
- Asset management
- System configuration
- Effective communication
- Problem solving
- Attention to detail
- Time management
- Team collaboration
- Microsoft office
- Self-starter
- Strong problem solver
- Windows Server
- MacOS
- Linux/Unix
- PC imaging and deployment
- Hardware break/fix
- Software installation and configuration
- User profile setup and data migration
- Preventive maintenance and system updates
- Microsoft 365
- Adobe Creative Cloud
- Zoom
- POS systems
- Imaging and deployment tools
- Ticketing systems
- TCP/IP
- DNS
- Active Directory fundamentals
- Network switch setup
- Python
- Java
- C
- HTML
- XML
Certification
- CAE-CD
- CompTIA Security+, In Progress
References
- Mrs. Aisha Fasion, High School Technology instructor, New Hope Academy, 1(301)-832-4656
- Riley Hinson, Internship Collaborator, 301-655-0971
- Camron McKnight, Manager, 301-395-7677
- Velma Latson, College Instructor, Advisor, Internship head, vlatson@bowiestate.edu
Technical Skills
Windows 10/11, Windows Server, macOS, Linux/Unix, PC imaging and deployment, Hardware break/fix (desktops, laptops, peripherals), Software installation and configuration, User profile setup and data migration, Preventive maintenance and system updates, Microsoft 365 (Outlook, Word, Excel, Teams), Adobe Creative Cloud (basic support), Zoom, POS systems, Imaging and deployment tools, Ticketing systems (incident tracking & documentation), TCP/IP, DNS, Active Directory fundamentals, Network switch setup and workstation connectivity, Python, Java, C++, HTML, XML
Timeline
Technical Clerical Aide
Public Service
09.2023 - Current
Assistant Manager
Regal Cinemas
10.2017 - Current
Cybersecurity Researcher (IoT)
Tech Intern
Bachelor of Science Degree - Computer Technology (Internet Technologies)
Bowie State University
High School Diploma -
New Hope Academy