MARC K. SHEPHERD

**** ****** ** ~ Cleveland, OH 44118 ~ 470-***-****

ab82y7@r.postjobfree.com

Results oriented leader and comprehensive IT Professional with excellent

business, customer service and leadership skills.

Key Skills Summary:

> Helpdesk: Word/Excel document editing, 100% phone support, provided

support to software such as 3M Chartscript, AMICAS for medical

transcription. Configure dictation microphones for use, monitored

company (MedQuest) network for failed dictation. Monitored company

network to keep track of the client, where they were logged in from

and to monitor oversized dictation as part of quality control.

Provided level III tier support to company's clinical team when issues

with their abilities to perform their task on a technical level

occurred. Trained on using Remedy ticketing system, met and exceeded

50 calls/tickets per day in a Help Desk setting and trained in various

remote desktop software.

> Desktop Support: Experience in replacing Motherboards in laptops,

proprietary software experience exclusive to each professional

establishment hired. Experience in remote desktop control,

documentation management systems administration, Assist with local

desktop needs such as local connectivity, failed hardware/software and

installations; setting up clients/new users for Lotus Sametime;

Imaging hardware via remote connection; repairing Dell Latitude

laptops (620, 630,6140) and HP Elitebooks 8440; Replaced LCD screens,

swapped motherboards, added RAM, internal aircards (to 620's);

responsible for shipping hardware to field techs and receiving broken

equipment from field techs and repairing or disposing of equipment per

company protocol. Imaging PC both new and refurbished for deployment

to field; Adding RAM to HP 8440p and exchanging drive bays as needed

for field specs; Replacing Win2k server machines with Win2k3 server

machines; Restoring profile information to new machine once deployment

has occurred; migrating W2k machines to WinXP SP3 image. Configured

select users (Branch Manager) in AD to have access to Internet and

select intranet resources required for job function (employees).

> Leadership/Management: Facilitated in the hiring process of new

employees, conducted employment interviews and screenings, performed

disciplinary actions and terminations per company protocol, created

and managed employee schedule, daily forecasting of work and

delegation of assignments to employees, direct supervision of staff,

organized and conducted employee meetings and in-services on a

scheduled basis, team budget management, monitor employee worked hours

to minimize the incident of unapproved overtime, quality control, on-

call responsibilities, supervised a team of 40 employees. Provided

staff encouragement and created and maintained a team atmosphere using

various techniques as deemed appropriate by the company.

> Customer Service: Maintained excellent proficient telephone and email

etiquette while assisting client with helpdesk concerns and questions.

Maintained excellent professionalism while assisting clients in person

and maintained punctuality for all appointments that were set with

clients. Always displayed courtesy when assisting clients and always

received positive reviews and feedback from clients after service was

provided.

Past Professional Experience

> Center of Disease Control-CDC Atlanta Atlanta, GA

2011-2012 Helpdesk

Service Analyst

> Intelliteach Inc.

Atlanta, GA 2011-2011 Helpdesk

Helpdek Support

> Verizon Wireless Corporate Alpahretta,

GA 2010-2011 Desktop Support

Desktop Support

> Quest Diagnostics

Atlanta, GA 2010-2010 Desktop Support

Hardware Coordinator

> SARCOM Inc.

Cleveland, OH 2009-2010 Desktop Support

PC Support Specialist II

> MedQuest Inc.

Alpharetta, GA 2008-2009 Helpdesk

Level III Application Support

> Children's Healthcare of Atlanta Atlanta, GA

2008-2008 Helpdesk

Helpdesk Support

> University Hospital of Cleveland Cleveland, OH

2007-2008 Desktop Support

Desktop Support

Additional Experience:

Provided helpdesk support to Lockheed Martin and Motorola, Customer service

experience for a logistic company based in Atlanta, GA, extensive

management experience with United Parcel Service-UPS. OS Windows Clients

(3.1-Win 7), OS Windows Servers (2000-2003), OS Windows Exchange 2000-

2005), Microsoft Office Suites (98-2010), Basic HTML, C, C++, C#

Programming (Visual Studio 2008 & 2010).

Education and Training:

CompTIA A+ Certification

Dell Customer Service

HIPAA Trained

OSHA Compliance Trained

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