Information Technology Customer
Resume:
Matthew D. Shepherd
********************@*****.***
EDUCATION
B.S., Microbiology Brigham Young University
Minor: Business Management 2010
ETS Biology Major Field Exam: 98th Percentile
Bilingual: English and Spanish
WORK EXPERIENCE
Lab Technician 2008-2010
Brigham Young University
Utilized various lab techniques, including PCR, DNA transformation, gel
electrophoresis and FRET to develop in-vivo biosensor for detection of NAD
levels.
Ensured lab director was fully aware of ongoing results through the
maintenance of lab notebooks and presentation of results in lab meetings
regularly.
Well-versed in daily techniques such as autoclave, agar/agarose gel,
cryopreservation, and water-bath/incubator for BSL1-2 lab environments.
Isolated caprolactam-? digesting bacterial strains through self-designed
experiment.
Processed cell cultures using salmonella and yeast as mediums.
Technical Support Representative 2008-2010
BYU Office of Information Technology
Troubleshot network connectivity issues through remote configuration of
firewalls and performance issues for applications such as MS Office,
Outlook and Windows.
Provided software and hardware support to over 10,000 employees worldwide.
Recognized for resolving highest number of issues in a single year,
resulting in promotion to floor supervisor of 6+ employees.
Authored and published 50+ best practice documents to improve call time
efficiency.
Customer Solutions Specialist 2010-2013
ChemPoint.com
Ensured a quality customer experience while processing HAZMAT and non-
HAZMAT chemical orders and up-selling additional products and services.
Prioritized and executed multiple workstreams concurrently including the
phone queue, order flow, and special requests through organized multi-
tasking.
Ranked consistently #1 of 20 people in daily workload of 50+ inbound and
outbound customer calls.
Awarded for quarterly top salesperson of ChemPoint Freight Service product
line.
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