About

Craig Shaw is an A+ Certified Desktop Support Technician with over 8 years of experience in IT support. He is currently working as a Systems Administrator & Desktop Support at Ocient, where he is responsible for configuring, deploying, managing, and testing all software and operating systems for macOS in JAMF Pro and Windows in Intune. He also manages on-boarding, off-boarding, and group management via Azure AD, as well as Office 365 and Okta. Craig is the main point of contact for Zoom Room setup and troubleshooting, and he uses Jira for ticketing and project management. He has also created and managed documentation for all of IT support to improve self-service and support efficiency. Before joining Ocient, Craig worked as a Senior Service Desk Analyst at Grubhub, where he provided third-tier support for Chicago and remote staff via call que, Zendesk ticketing, and Slack. He took the lead on several automation tasks to improve response time and cut down on manual tasks within the Service Desk. He was also the project lead on a project for retiring 500 EOL assets. At SMS Assist, L.L.C., Craig worked as an IT Systems Technical Support Specialist I, where he was the primary support for Chicago, Phoenix, and remote staff. He completed a project to automate the deployment of Windows 10/11 and Apple MacOS/iOS devices using Intune and Apple Business Manager. He was also the team lead on a project to replace 250 EOL laptops. Craig holds an Associate's Degree in Applied Science - Computer Information Systems and a Certification in Computer Service Technician from Schoolcraft College. He also has a High School Diploma from John Glenn. His relevant experience in the IT industry is 19.87 years. Craig's tech stack includes Azure and iOS. Craig is working his way to becoming a Systems Administrator one day at a time.