Shawn Jeffery "Jeff" Austin

615 Castleford Drive * Allen, Texas 75013

(214) 437-9323 * ja110a974@westpost.net

TECHNICAL ANALYST
IT/Technology / Electronics / Computer / Network Hardware & Software / Healthcar
e
Solutions-focused, team oriented Technical Analyst with broad-based experience a
nd hands-on skill in the successful implementation of highly effective helpdesk
operations and cost-effective management of innovative customer and technical su
pport strategies. Proven ability to successfully analyze an organization's criti
cal support requirements, identify deficiencies and potential opportunities. A b
road understanding of computer hardware and software, including installation, co
nfiguration, management, maintenance, troubleshooting, and support. Acknowledged
for capacity to communicate technical issues to customers in an easy to underst
and manner. Experience interfacing with both internal team members and external
customers as part of a solution based service process. Areas of expertise includ
e:
Productivity Improvements / Data Mining Activities / Systems Analysis & Performa
nce / Market Research & Assessments / Benchmarking Studies / Process Improvement
s / Data Analysis / Customer Support / Hardware Troubleshooting & Repairs / Soft
ware Support / Solutions Development / IT Support
Safety & Quality Procedures

TECHNOLOGY SNAPSHOT: Excel (Microsoft), Business Objects, Crystal Reports (Cryst

al/Microsoft), FTP, web applications, VoIP, Cisco, Exchange, SQL, MVS, UNIX, NT,
SAP, PeopleSoft, MQ Series, Oracle, TCIP/IP, WiFi, NAS, SAN, WAN
PROFESSIONAL EXPERIENCE
Homeland Healthcare, Richardson, Texas (2009 - Present)
Technical Analyst, IT
* Provided technical support for national health insurance organization, includi
ng desktop support for over 100 users in-house for numerous applications. Scope
included but not limited to FTP, web applications, VoIP, Cisco, and Exchange.
* Strategically developed and implemented cost-effective training and support so
lutions designed to provide improved productivity, streamlined operations, and f
aster access to critical information.
* Coordinated equipment relocation and collaborated with vendors to optimize ser
vice for customer base.
* Committed to provide customers with 48-hour support turnaround for issues expe
rienced in the first month of delivery.
* Secured reputation for rapid, workable solutions and strategic thinking that o
vercame a diversity of issues experienced by users.
* Implemented effective customer satisfaction strategies by identifying and elim
inating the root causes of customer problems. Steered communication strategy des
igned to improve interdepartmental miscommunications.
UPAC, Allen, Texas (2007 - 2009)
Regional Vice-President, Marketing
* As a Regional VP of Marketing, maintained and grew $9.2 million in financed in
surance base for one of the nation's top ten insurance premium finance organizat
ions.
* Secured regional commercial business with emphasis on relationship development
for new clients, field underwriting for new and existing clients, installation
and training for new satellite agency staff.
Shawn Jeffery "Jeff" Austin - Page 2
(214) 437-437-9323 * ja110a974@westpost.net

Preferred Guardian, Plano, Texas (2001 - 2007)

Insurance Partner / Team Lead
* As private insurance agent, implemented "go to market" plan for above collabor
ative relationship, and achieved $85K in premium sales during first year.
* Initiated collaborative relationship with realtor and mortgage agency to provi
de "one-stop shopping" for residential real estate client needs.
* Increased agency productivity by 400% during inaugural year partnership. Consu
lted with clients to assess home, auto and life insurance needs, with attention
to provision of products that most effectively met individual needs.
* Assumed management responsibility for sales and production personnel including
staff development and individual goal setting. Adhered to appropriate industry
regulatory requirements.
MarketFirst, Inc., Dallas, Texas (2000 - 2001)
Senior Sales Consultant
* Responded to initial RFIs and prospected clients based on needs assessment, bu
dget and urgency, assisting to qualify sales.
* Created personalized eMarketing demonstrations for prospective clients and sta
keholders. Identified and developed organizational champion to drive sale throug
hout organization and continued to provide ongoing service needs. Attained 58% o
f personal sales goals by end of 1st quarter.
STC, Inc., Dallas, Texas (1999 - 2000)
Senior Sales Consultant
* Assisted in initial sales call for stakeholder identification, relationship bu
ilding and needs assessment, resulting in informative presentation build for tec
hnical closing of sales process.
* Secured new business with EDS, Inc., and Anderson Consulting as two largest cu
stomers and eventually established collaborative partnership.
* Created and presented technical presentation and resulting architectural insta
llation plan for integrative tools for multiple applications including, but not
limited to, MVS, UNIX, NT, SAP, PeopleSoft, MQ Series and Oracle. Achieved 110%
of personal sales goal within initial year.
Softworks, Inc., Dallas, Texas (1997 - 1999)
Systems Consultant
* Prospected new clients for enterprise storage management software, designing p
resentations that met individualized stakeholder needs for technical closing of
sales process. Technical presentations included displaying performance tools, st
orage management software and Y2K tools for MVS, UNIX (Sun, HP, AIX) and NT usin
g TCIP / IP as primary protocol between agents. Developed and implemented traini
ng for new users.
Sterling Commerce, Inc., Irving, Texas (1995 - 1997)
Network and Security Analyst
* Hired as a systems support analyst and provided user technical support for gre
ater than 300 end-users in a multi-application network. Promoted to security ana
lyst that led to the design of presentations for technical close of Firewall and
Encryption services after prospecting new clients and needs assessments.
* Successfully functioned in a multifaceted role in user education. Developed/fa
cilitated user workshops for Connect: Conceal & Connect: Firewall. Designed mobi
le training lab for use in offsite training & technical shows.
EDUCATION
AS, Business Administration, Collin County Community College, 1987
AS, Aircraft Mechanics, Texas Aero Technical Institute, 1989
BS, Biomedical Engineering, DeVry University, anticipated graduation, 2011