Manager Management

Andre Sheppard

Email: *********@********.***

Address: P.O. Box 4446

City: Valdosta

State: GA

Zip: 31604

Country: USA

Phone: 813-***-****

Skill Level: Management

Salary Range: $85,000

Willing to Relocate

Primary Skills/Experience:

Help Desk Management Project Management Cyber Security Network Administration Leadership

Educational Background:

Bachelors Degree, Information System

University of Management and Technology, 08/2008 - 05/2012

Alexandria, Virginia

Job History / Details:

SUMMARY

KEY ACCOMPLISHMENTS...VALUE OFFERED "My #1 of 5 Senior Leaders; Information Technology guru; no project is too big or small; put any job on his radar and you can take it off yours; send me more like him; Promotion a must this cycle!"

Charles Hamilton, Colonel, United States Air Force

Dedicated military veteran who thrives in challenging Information Technology (IT) environments. Combine project management, leadership, and help desk expertise with 20 years of technology infrastructure and cyber security experience.

Leadership: Managed team of over 30 personnel and provided IT support to end users. Phenomenal leadership and mentoring abilities led team to win nine Air Force "best communication squad" award. Selected for immediate promotion to Senior Manager during deployment due to exceptional execution and communication abilities. Led team under tense and stressful conditions while deployed in support of Operating Enduring Freedom in Afghanistan.

PROFESSIONAL ACCOMPLISHMENTS

Leadership

Managed team of over 30 personnel and provided IT support to end users. Phenomenal leadership and mentoring abilities led team to win nine Air Force "best communication squad" award. Selected for immediate promotion to Senior Manager during deployment due to exceptional execution and communication abilities. Led team under tense and stressful conditions while deployed in support of Operating Enduring Freedom in Afghanistan.

Help Desk Management

Led and mentored team to resolve over 15,000 IT trouble tickets annually. Managed a high-volume section and resolved over 4,000 trouble tickets challenged with 72% workforce reduction. Fostered environment of excellence and collaboration, ensured team provided prompt and courteous service. Led recovery efforts after failed Windows 7 implementation; prioritized key systems and recovered over 250 PC's in less than 3 days. Created and implemented Computer Support Technician training program increased dispatch time over 85% and reduced ticket response time over 35%.

Project Management

Orchestrated the flawless execution and consolidation of four help desks to form Client Service Center (CSC) to serve over 5,000 personnel. Provided one-stop support for IT applications, network and operating systems including Windows, Vista. Played critical role in $1.4 million building renovation and equipped center with equipment valued at $75K. Seamless transition with resolution of over 1,000 trouble tickets in the first month.

Technical Skills

Windows, Vista, SharePoint, Microsoft Office, Adobe, Visual Basic, IT Project Management, Security Implementation and Management

CLEARANCE

Top Secret Clearance

SELECTED PROFESSIONAL SUMMARY

Jan. 2009 - Present - Branch Chief/Client Support Center and

United States Air Force, Valdosta, Georgia

Directed the administrative, operations, training, and funding activities for Client Support Center and managed Information Assurance (IA) program.

* Managed contracts valued at over $150K and accountable for IT equipment valued at $11.7 million.

* Spearheaded wireless ammunition tracking system project, saved over 600,000 man-hours annually.

* Piloted windows 7 upgrade for 5,000 systems 2 months ahead of schedule.

* Re-engineered classified message incident reporting procedures; created detailed checklist and increased compliance 75%.

* Organized SharePoint digital hand receipt training, educated over 150 personnel in 2 weeks.

* Guided network analysis of a threat and eradicated 85% of infected systems.

* Coordinated system downtime and managed maintenance interactions between Network Control Center, Client Support Center, and users.

Mar. 2005 - Jan. 2009 - Information Technology Manager

United States Air Force, Tampa, Florida

Provided technical guidance and oversaw over 150 personnel. Established workflow policies, resource management and determined IT requirements for daily operations. Served as subject matter expert on administrative processes and procedures.

* Directed IT growth for new Department of Defense directed project. Facilitated equipment valued at $500K.

* Increased operational effectiveness through creation of standardized templates for document sharing.

* Led and successfully delivered electronic records data migration project.

* Developed detailed instructions on operating and troubleshooting mobile equipment in a remote environment.

Jan. 2003 - Mar. 2005 - Information Systems Manager

United Stated Air Force, Cheyenne, WY

Managed consolidated Information Management, accountable for over 200 computer systems, network security and accounts.

* Co-authored Network Certification and developed standard evaluation criteria.

* Promoted professional development, acquired $20K for Microsoft Certified Desktop Support Technician training for personnel.

* Developed automated message handler standard operating procedures, increased processing speed 70%.

* Created intranet page to integrate support staff functions and disseminate real-time information.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Science, Information Systems

University of Management and Technology

Comptia Security Plus Certification; Comptia A+ Certification; Comptia Network+ Certification

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