TEVIN SHEPPARD

**** ********* **, *** *, Raleigh, NC 27616

Phone: 919-***-**** ● adu4e3@r.postjobfree.com Information Technology Specialist

MICROSOFT CERTIFIED ~ HARDWARE INSTALLATION ~ CYBER SECURITY ~ SYSTEM ADMINISTRATOR

PROFILE OF QUALIFICATIONS & SKILLS

•

•

•

•

Versatile Software Support professional who is able to mix applications from different platforms and utilize legacy applications for a variety of processes. Adept at writing up software analysis reports following complex instructions and completing projects on or before their deadlines. Specializes in government and corporate platforms. Highly motivated self-starter with significant talents with PC hardware, OS Systems, Network Design, Network Security, Hands-on skills in router and switch configuration, and hands-on skills in installing, maintaining and managing desktop/client and server operation systems

(e.g., Microsoft and Linux).

Hands-on skills with OSI Model, TCP/IP, Ethernet, LAN, WAN, Internetworking and basic telecommunications Technology.

Strong blend of listening, interpersonal, communication, and problem solving skills.

•

•

•

•

•

Microsoft Intune\

Admin

PowerShell \ Admin

Tanium

Management

Microsoft System

Center

Configuration

Manager (MECM)

MS Office Suite

, MS 365 Admin

• Amazon AWS

Services

• JAMF / AirWatch

/MDM Admin

• Windows Vista

/XP/7/8.1/10

• Windows Server OS

2000-2016

• VoIP, Avaya

• Software Application Support

• Cisco Call Manager

• Microsoft Azure\

Admin

• BMC Remedy,

ServiceNOW

• SAP SE Software

• VCON, Barco

ClickShare, A/V

Configuring

(Conference room

setups)

• Cisco Any Connect,

LogMeIn, Team

Viewer, Boomgar

• MSCCM/SCCM

Management

EDUCATION & HONORS

MyComputerCareer, Raleigh NC, Graduation Date 5/2016 Information Technology System Administrator,

Certifications Earned: CompTIA Mobility+, MTA Mobility Devices, MTA Server Fundamentals, CompTIA A+

Certificates in Progress: CompTIA Windows 7, CompTIA Security Plus, CompTIA Net+, MTA Introduction to Python

PROFESSIONAL EXPERIENCE

Apex Tool Group / Robert Half (05/22-12/22 )

System Administrator / Senior Desktop Support Lead

Responsible for configuring / enrolling compliant machines into Microsoft Intune / Azure

Apple Devices monitored by JAMF

O365 Admin Management ( SSO accts, Installing O365 apps, Password changes, Exchange management. )

Added and maintained campus Printers via IP Address, Worked with networking to resolve wifi issues.

Warehouse Management System (WMS) Support, Installing,Configuring Iseries

Setup IP based printers for the factory ( label printers, Zebra printers )

Basic Troubleshooting Wifi issues on campus ( packet test, port activations )

Bit locker Management.

MECM used to push apps and protection polices to company devices .

Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization

Install and upgrade computer components and software, manage virtual servers, and integrate automation processes

Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues

Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure

Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures

Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions

Responsible for capacity, storage planning, and database performance

Maintaining Device Compliance using Intune

Leading the local Desktop Support Team for rollout plans

Manually updating all software patches and updates for all users and machines

Handling escalations that get raised

Making Documentation that the team can use for new issues.

Add input to Image creation and package creation.

Creating useful scripts / PowerShell commands to help with imaging or migration rollouts

Managing all digital assets

Making packages in SCCM/ AND MECM PDQ Deploy for software pushes or updates.

Endpoint monitoring management

Tanium Endpoint Security / Microsoft Intune / Azure Management / JAMF

A/V support for conference rooms / meetings ( Tv, Projectors, Audio, Microphones, Webex broadcasting )

Remedy ticketing system (managing queue, filtering, assigning tickets to the appropriate tech )

PennyMac Mortgage Insurance (06/2021 – 03/2022)

Lv2 IT Desktop Support Lead

• Primary/first line interface for customer technical needs.

• Provide Company end point protection by Tanium, Cloudstrike, Sophos .

• Provide technical assistance resolving IT related problems including hardware, software, system compatibility conflicts, malfunctions, applications, connectivity, network, and security issues.

• Log customer information and follow requests through to completion, including communication and troubleshooting to resolve and fulfill customer requests.

• Responsible for accurate documentation within our Servicenow ticketing system.

• Prioritize daily workload and Help/Service Desk requests according to policy and procedure.

• Create and update knowledge base documentation for step by step instructions.

• Assist with preparing, installing, and testing equipment for newly hired employees. Prioritize and escalate incidents and requests based on business impact.

• Analyze customer calls and tickets to determine trends and/or recurring problems.

• Build sustainable relationships with customers, coworkers and stakeholders through open lines of interactive communication.

• Act as IT Gatekeeper for the IT Infrastructure team while being the face of IT.

• Ask appropriate questions to probe and gather relevant information to aid in resolution.

• Utilize and update Servicenow Knowledge Management system when troubleshooting customer issues.

• Set client expectations when opening and assigning service tickets and ensures all request/services are executed on time and in accordance with the service level agreements set with business.

• A/V support for conference rooms / meetings ( Tv, Projectors, Audio, Microphones, Webex broadcasting )

• Make recommendations to assist associates and improve overall efficiency of daily operational procedures.

• Maintain current knowledge of core hardware/software standards as well as new technologies/applications being introduced in order to provide technical and accurate solutions to customers.

• Active participation in rotational “on-call” support to lower support tier (Not often but occasional).

• Demonstrate behaviors which are aligned with the organization’s desired culture and values.

• Achieve and maintain Help/Service Desk performance metrics.

• Intermediate knowledge of Virtual/VDI environment within PennyMac

• Intermediate knowledge of Meraki console for mobile devices

• Intermediate knowledge of PennyMac’s remote device security tools (CrowdStrike, Sophos)

• Intermediate working knowledge of google suite usage, monitoring, break fix solutions

• Intermediate working knowledge of PennyMac’s current AWS solutions.

• Knowledge of hardware, software and related technology ( Andriod, Apple ios)

• Utilized Microsoft Intune / AWS / Tanium / JAMF Endpoint Security Management

• Ran /Modified /Created VBS Scripts and Powershell Commands to fix issues.

• Utilized JAMF for Apple device management security

• Utilized SCCM/ MECM for packages updates / software pushes

• Worked with networking to fix wifi issues, rack server issues.

• Troubleshooting onsite wifi issues and LAN issues.

• O365 Admin Management ( SSO accts, Installing O365 apps, Password changes, Exchange management. )

•

Novo Nordisk Pharmaceuticals / C3i Technology (05/2018 – 06/2021) Level 2 Deskside (Lead) / Desktop Support

• Provides Level 2 IT Deskside Support to over 3000 end users inside Novo Nordisk insulin manufacturing plant.

• Manage, assign, edit new hire assets. (Lenovo Thinkpad T440s,50s,60s,70s). Lenovo Carbon X1,HP Thin Client RSA Tokens, Iphone 6s, Cisco IP Phones, Cisco Wireless Phone .

• Utilized machines with SCCM management

• Azure Admin Management (SSO\ Multi factor Auths ect.

• All Iphones managed by JAMF, Air Watch .

• Add / Remove / Edit users to Active Directory, SAP, Asset Explorer.

• Image new laptops, thin clients via SCCM. Lite Touch, PXE, Ghost imaging

• Provide comprehensive technical and customer support services to customers and service providers

• Provide support services for conference rooms ( ClickShare, VCON Systems, Skype)

• Perform IMAC-related tasks as assigned

• Self-monitoring of Help Desk tickets to ensure proper escalation and resolution of incidents is consistent with the agreed SLA’s

• Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness and timeliness

• Perform customer support related tasks and special projects as assigned by management

• Liaise as necessary interdepartmentally to seek resolutions to all incidents reported

• Assess reported incidents and take initiative and ownership to resolve them

• Ordering and Managing Apple IPhones via Air Watch. Configuring, troubleshooting phones for end user

• End of Point Managed by Cloud Strike, for all Machines

• A/V support for conference rooms / meetings ( Tv, Projectors, Audio, Microphones, Webex broadcasting )

• SCCM / MECM was used to push updates and polices on the machines and devices.

• Troubleshot and configured onsite WIFI issues and LAN issues .

• Remedy Ticket Management / Service now

• Remedy ticketing system (managing queue, filtering, assigning tickets to the appropriate tech )

• O365 Admin Management ( SSO accts, Installing O365 apps, Password changes, Exchange management. )

US MARINE CORP, US AIR FORCE CORP, US ARMY / DXC, HP / Apex Systems (10/10/2017 – 03/30/2018 )

IT Deployment Specialist / Windows 10

• Travels out to different military bases and installs computers, upgrades machines, handles deployments, ghost's machines, upgrades networks that are out of date.

• Supports all software included with the image/reimage / refresh to end users during refresh period.

• Assisted in maintaining the software support log and submitting a summary to management each week.

• Monitor, operate and maintain hardware, software, and networks for a computing platform for all military installations supported by Navy, Army, Air Force, Marine Corps Intranet) Configure, assemble and install laptops, microcomputers, workstations and/or peripheral equipment.

• Perform first line support for service interruptions such as printer routings, power outages, wiring problems, and malfunctioning servers and escalate unresolved problems to expedite resolution. Upgrade, modify and replace hardware, software and network components.

• Manage and participate in the update’s execution plan according to established terms and conditions.

• Take responsibility for all the update projects tasks.

• Participate in the pre-implementation analyses for the customers’ computer solutions’ updates

(Hardware & Software) according to the terms and conditions of the commercial agreements.

• Participate in organizing detailed deployment plans and projects’ schedules for the computer solutions’ deployment.

• Participate in developing and validating the work instructions, communications plans and quality control for an optimized delivery cost with a minimum interruption at the customer’s.

• Research, investigate and propose technical solutions for clients’ configuration needs. Ensure that every step of the project is properly documented.

• Manage the update requisitions for the common data according to procedures and for all the other tasks related to maintenance and distribution of the systems’ basic configurations. Execute the various tasks for the projects assigned to the deployment group.

• Minimize the impact of errors on clients’ systems by providing prompt solutions.

• JAMF Iphone management

• Remedy ticketing system (managing queue, filtering, assigning tickets to the appropriate tech ) Stay Mobile Repairs (08/05/2017 – 9/29/2017)

Repair Technician

• Diagnose, troubleshoot and repair devices

• Provide recommendations for problem resolution

• Explain complex technical issues to customers in a non-technical, simple to understand manner

• Provide repair and replacement estimates to customers

• Ensure that all repairs meet or exceed quality standards

• Greet customers in a friendly manner and maintain a positive work environment

• Answer phone calls to the store with a professional, courteous and friendly demeanor

• Ensure that customers have an enjoyable experience by providing superior customer service and exceeding customer expectations

• Keep track of all devices and inventory while safeguarding all store stock

• Utilize the point of sale system to maintain an accurate record of customer information and a realtime status of each repair

• Maintain the cleanliness and professional appearance of the store

• Remedy ticketing system (managing queue, filtering, assigning tickets to the appropriate tech )

•

NCR / Icon Resources (04/29/2017 – 07/24/2017)

Field Service Technician

• Providing service and customer support during field visits or dispatches

• Managing all on-site installation, repair, maintenance and test tasks

• Diagnosing errors or technical problems and determining proper solutions

• Correspondence with over 300+ retail companies Helpdesk line to assist in solving issues.

• Provide service and customer support during field visits or dispatches

• Tie workflow to schedule

• Manage all on site installation, repair, maintenance and test tasks

• Diagnose errors or technical problems and determine proper solutions

• Produce timely and detailed service reports

• Document processes

• Operate vehicle in a safely manner and use field automation systems

• Follow all company’s filed procedures and protocols

• Complete maintenance / rebuild of IBM POS 4900-745s, 4800-743s, 4800-721s / Ingenico i6550, ISC250 Debit Readers, Verifone Debit Readers, Hand Scanners, Epson POS Printers,Thin Clients, Lexmark T65X,T644,MX711/MX811

Wake Tech Community College / Logitech / TEKsystems (04/09/2017 – 04/21/2017) Desktop Support Technician Specialist

• Support a large enterprise desktop/laptop deployment with computers for students and teachers, while imaging approx. 2,000 workstations from Windows Vista to Windows 7.

• Assign system access rights and installing software and hardware in accordance with the relevant procedures

• Adhere to service levels agreed with the end users

• Provide IT services as part of the IT Service Desk team within defined service hours including on-call duties outside regular business hours. This can include operation in a shift system in accordance with company needs.

• Advanced Troubleshooting skills in a multi-user high pressure environment

• Remedy ticketing system (managing queue, filtering, assigning tickets to the appropriate tech )

•

• Installing/ Activating software for the Computers (Adobe Suit,Microsoft Office 2016, Latest Windows Updates

• Proven skills in PC repair, troubleshooting, deployment, and liquidation

• Replaced obsolete or End-of-Lease PC's meeting all customer's expectations and guidelines.

• Imaged and configured PC's on new installs and peripherals ensuring positive customer feedback

• Erased hard drives of PC's with expired leases to ensure all security measures were met.

• Disassembled PC's for recycling when required, reducing overhead waste and spending.

• Utilized SCCM/ MECM to push installs and polices to the laptops.

• JAMF for apple devices

Town Of Morrisville / NWN Corporation (02/2017 – 04/07/2017) I.T Department (Town Hall, Fire Department, Police Station)

• Responsible for creating new support tickets for users and seeing those tickets through to the end.

• Provide support for Morrisville NC Town Hall, Fire Department, Police Station Computer Assets

• Supported propriety software in regulations with the Town Hall, Fire Department, Police Station . Along with traditional Microsoft Ofiice Suite Software .

• Serve as the first point of contact for customers seeking technical assistance over the phone or email L1,L2

• •Perform remote troubleshooting through diagnostic techniques and pertinent questions

• •Determine the best solution based on the issue and details provided by customers

• •Walk the customer through the problem-solving process

• •Direct unresolved issues to the next level of support personnel

• •Provide accurate information on IT products or services

• •Record events and problems and their resolution in logs

• O365 Admin Management ( SSO accts, Installing O365 apps, Password changes, Exchange management. )

• •Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures

• Apple Devices managed by JAMF

• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

• Install computer peripherals for users.Provide TIER 1/2 Support for all Town Analog phone lines

• Assist Team Members with AS400 Client Support/Troubleshooting

• Assist Team Members with Design, Build and Deployment of new Hardware/Technologies

• Windows OS, Mac Os Deployment, Updates, Repair

• A/V support for conference rooms / meetings ( Tv, Projectors, Audio, Microphones, Webex broadcasting )

• SCCM/MECM for software installs

• Provided assistance for WIFI and LAN issues .

• Assigned machines IP address for setups .

• Remedy ticketing system (managing queue, filtering, assigning tickets to the appropriate tech ) Apple / Xerox (12/2016 – 02/2017 )

AppleCare Technician (Tier 1, Tier 2,Mac Plus+)

• Support includes fault diagnosis and resolution of Microsoft Windows and Mac OS desktops along with VMware, Linux and Microsoft server platforms, broadband fault diagnosis, reporting and tracking and keeping customers updated during the process. Provide support on other products and services that Apple offers, including email, web, VoIP, router and firewall configuration. Provide support to customers via telephone, email and remote control for the range of services and products that Apple provides.

• Diagnose and resolve customers problems (iOS & Mac OS )

• Macintosh experience including mid to expert level support of Mac computers, iPhone, iPad

• A working knowledge of integrating Macintosh systems into an Active Directory Domain environment

• Demonstrated knowledge and ability to remotely manage client systems

• Experience with security and anti-virus products for Macs and Windows

• Understanding Active Directory and network accounts and relationships to effectively support end-users

• Understand basic networking technologies (LAN/WAN and wireless) Mac Server Avast Antivirus Software / PlumChoice (06/2016 – 12/2016) Total Support System Administrator

• Provided support for Avast Antivirus software in a call center environment

• Provided Remote troubleshooting and chat assistance to end user via Bomgar

• PlumChoice/Avast helps cloud and Internet of Things (IoT) service providers, IoT manufacturers, cloud solution providers and distributors deploy and sell support services that drive product adoption, resulting in greater market penetration. We work on behalf of major brands to help end users install, configure, integrate, troubleshoot and use brands’ products and software. In turn, PlumChoice’s partners experience greater customer satisfaction and lifetime value, lower overhead, increased profitability, and quicker time to market.

• Set up hardware and install and configure software and drivers

• Maintain and repair technological equipment (e.g. routers) or peripheral devices

• Install well-functioning LAN/WAN and other networks and manage components (servers, IPs etc.)

• Manage security options and software in computers and networks to maintain privacy and protection from attacks

• Perform regular upgrades to ensure systems remain updated

• Offers Technical Support service to the customers via phone and email in order to ensure the Avast business objectives, 24 hours a day, 7 days a week; Approaches and solves requests arrived via the dedicated support channels based on the competencies matrix the technical support;

Shares technical information about the products with the other teams involved; Acquires complete information in order to escalate complex issues to the upper tiers. Build, assimilate, implement, audit and improve working procedures;

Provided Wifi and LAN troubleshooting via chat and phone .

O365 Admin Management ( SSO accts, Installing O365 apps, Password changes, Exchange management. )

Walmart (10/2015 – 05/2016) Tire

Lube Express

• Perform all services offered in the TLE (i.e. oil changes, tire installations and rotations, etc.).

• •Processes all TLE Service Orders and operates the TLE Register if required. •Follows double check procedures on all vehicles.

• •Handles and processes claims merchandise (i.e. tires).

• •Maintains a safe work environment through maintaining cleanliness and identifying all unsafe working conditions on the sales floor and service area.

• •Adheres to all TLE uniform requirements and safety guidelines.

• •Provides excellent Customer Service by: Practicing the 3 Metre Rule.

• •Answering Customer calls promptly.

• •Assisting Customers in finding merchandise.

• •Answering register calls promptly.

• •Operating the register when needed.

• •Showing a high sense of urgency with all assignments. Dunkin Donuts (3/2014 to 8/2015)

Crew Member / Baker

• Dunkin’ Donuts crew members perform a multitude of tasks. Crew members may perform food production duties or serve customers at the cash register. Dunkin’ Donuts crew members must also ensure operations excellence by adhering to the systems and standards of the store. Some operations duties include maintaining clean and organized workstation and ensuring a clean guest area. Crew members work in a team environment and must possess the ability to communicate effectively with managers and coworkers. Experienced crew members may also need to train or support training of new-hire crew members. Dunkin’ Donuts regularly hires crew member job hopefuls with guest focus, passion for results, and problem solving abilities.

Genworth Mortgage Insurance. (12/2012 to 12/2013)

Operations Specialist

• Emphasis on excellent phone skills, Ability to handle numerous inbound/outbound calls each day using an autodialer system, Mortgage and/or Collection experience a must, Ability to work well independently as well as in a group setting, Experience with Microsoft Excel, Word and Outlook. Will interview by phone.

IBM/Seterus., (4/2011 – 7/2012)

Delinquency Management /Liquidations Specialist/Loss Mitt Specialist

• Problem Solving - Uses specialized procedures/techniques to manage loan documents in a timely and precise manner. Identify, understand and resolve complex customer problems/issues. Requires excellent knowledge of inter-related department activities and processes.

• Leadership - Limited direction required. Responsible for a variety of interrelated tasks or processes within well established procedures. Instructs/trains junior team members.

• Demonstrates flexibility with regard to assignments and providing coverage when staffing shortages exist.

• Impact on Business/Scope - Accountable for individual results and for the impact of the results on team or projects. Accuracy, quality and productivity are all required. Inaccuracies could lead to loan production delays which may impact the customer relationships, which over time may significantly impact customers satisfaction and revenue. Consistently provides recommendations to improve/impact team's operational results and to drive customer satisfaction.

• Measure, evaluate and track effectiveness of marketing, advertising and communications programs and strategies to optimize performance and outcomes.

Contact this candidate