Employee Spotlight – Meet Shane Briscoe, Tier Two Help Desk Technician

Meet Shane Briscoe! Shane started as an intern at KiteTech 4 years ago and within a year, he found himself employed full-time. His current position is as a Tier 2 Help Desk Technician. 

Baltimore County, Maryland is home to Shane and when he’s not working, he loves to photograph wildlife and nature, go fishing, and play video games.

For Shane, a typical day at KiteTech consists of taking on tickets that Tier 1 Technicians were unable to resolve. Shane researches the problem and contacts users and vendors to then take the correct steps to resolve the issue. He also trains and assists other Tier 1 Technicians on tickets that they have questions about or are stuck on. 

What drew you to KiteTech originally? What have you gained from working here?

I was introduced to Kite as a part of the internship program at NPower, a short course I took after high school. I found the environment and people to be awesome and I wanted to stick around as long as I could. I have gained many skills in navigating a professional environment as well as an abundance of experience in various parts of IT, both on the projects team and now on the Help Desk. I’ve also become REALLY good at Googling.

What is on your wish list for the next 10 years with KiteTech?

I would love to be in a position to do more teaching. Whether that be internally with technicians or externally with clients, teaching is what I am most passionate about; it’s a part of who I am.

What’s your favorite part of being a member of KiteTech?

The people for sure. There is not one person at Kite I don’t enjoy working with and there’s no one I can’t trust to do their job well and to have my back if I ever need help. My team leads have always taken personal interest in my growth which has helped me tremendously

What is your proudest moment at KiteTech?

My proudest moment actually comes from my first position here, as a Tier 1 Project Technician. Working with my team lead, I was able to streamline the PC Prep Process and get it documented so anyone could follow it and do so quickly. I was able to get the process, which originally took 45 minutes for a computer, down to 15 minutes in a repeatable way, and was able to prep about 8 computers at once. 

How do you define success?

Success is being happy with where you are knowing that you have room for improvement. It isn’t defined by a dollar amount or a position or anything external. Though we all have room for growth, we can find success no matter how much money we make or what job we have.

Where would you like to go on a dream vacation?

I would love to go to Japan. The food and culture there is really interesting to me and there are a lot of beautiful and unique places for nature and wildlife.

What did you want to be when growing up?

I wanted to be a chef like my father. I’ve been in the kitchen since I was 9 years old and made my first dish-pancakes-from scratch. That is also my proudest recipe that I’ve developed over the years. I love cooking and the fast-paced kitchen environment.

What is an ability you wish you had?

Teleportation would be awesome, I would save so much on gas, and save time too!

What is the best book you have ever read and why?

Rather than a book, it is a book series, called Gone by Michael Grant. It is a sci-fi story where one day everyone 15 and over disappears from a town, a strange dome appears around it, and the children left inside get superpowers! The story for all 6 books is super engaging and there are many twists and developments that add to it.

Best single book I read is Lord of the Flies, I really enjoyed the story and how they developed their own little society.

What music is currently on your phone?

While I listen to most genres (except Country), I have been partial to Jazz (like The Squirrel Nut Zippers), Soulful Funk( like Hiatus Kaiyote and KAMAUU), funky R&B (like MICHELLE and Boy Pablo), and old school hip-hop (like De La Soul and A Tribe Called Quest)

We hope you enjoyed learning all about Shane! Stay tuned for our next Empoyee Spotlight where we will be featuring Beth Mabe, another member of our Frontline Support Team, or, check out our last Employee Spotlight and get to know Chris Roop.

Elizabeth DiDio

Elizabeth DiDio

Marketing Intern
Kite Technology Group