Shaun Heckmann II

Experience

• 

  #1 Cochran

  Nov 2017 - May 2019

  IT Analyst

  • New acquisition setup (phones, cameras, PCs, printers/fax machines). • Oversee the Axis security camera system to ensure functionality and replace broken cameras as needed.• Set up and maintain all servers and CISCO switches in all of the data rooms across the company.• On-board all new employees through Active Directory and Exchange, along with giving them the proper clearances for each manufacture’s website and CRM.• Provide technical and programming support to end users for 28 stores, 8 collision centers, and 1 parts warehouse.• Set up and maintain users in AirWatch to secure their mobile devices.• Manage, update, and install additional hardware/software as needed.• Test and change DNS/IP ranges as requested. Show less

• 

  Pair Networks, Inc.

  May 2019 - Apr 2020

  Support Technician

  • Answer and troubleshoot customer questions in regard to software, mail, and coding issues inregards to CSS, DNS, HTML, JavaScript, and PHP.• Migrate customer data to new servers while maintaining transparency.• Monitor server stability and attack mitigation using Icinga.• Maintain and update customer information in a Linux/Ubuntu environment.

• 

  Coupa Software

  Apr 2020 - now

  • Point of contact for escalated issues.• Assist with customer calls if another TSE (Technical Support Engineer) needs it.• Provide level 2 technical support for a Business Spend Management (BSM) platform via email, phone, and video calls.• Work with level 3 engineers and developers to find a resolution to client issues via Atlassian (Jira).• Answering 'how to' technical and application configuration questions.• Monitor performance and stability of a client's development, production, and test environments.• Create and maintain knowledge articles in Coupa's knowledge-base.• Train new hires to help them get adjusted to how the company operates.• Assist Technical Support Agents (TSAs) when they're on the line with customers if necessary.• Work with API, Oauth 2.0, Rest API, SSO, SQL, and Web technologies (Grafana, Kibana, New Relic, phpMyAdmin, and Sentry) to seek out the root cause of an issue. Show less • Provide level 2 technical support for a Business Spend Management (BSM) platform via email, phone, and video calls.• Work with level 3 engineers and developers to find a resolution to client issues via Atlassian (Jira).• Answering 'how to' technical and application configuration questions.• Monitor performance and stability of a client's development, production, and test environments.• Create and maintain knowledge articles in Coupa's knowledge-base.• Work with API, Oauth 2.0, Rest API, SSO, SQL, and Web technologies (Grafana, Kibana, New Relic, phpMyAdmin, and Sentry) to seek out the root cause of an issue. Show less

  • Assigned Support Engineer

    Mar 2022 - now

  • Technical Support Engineer

    Apr 2020 - Mar 2022