** *** **** *** ******* Place

Rio Vista, Ca *****

1-805-***-****

adulr8@r.postjobfree.com

BRUCE S. SHEPHERD

SUMMARY

Over 40 years of experience in the information technology environment, known for being a strong customer advocate while working within the Company framework. Detail oriented and proficient at building synergies across diverse teams. Excellent skills at documenting process and procedures for technical and non-technical audiences. Adept at gaining understanding of customer technical issues then troubleshooting in-depth to achieve satisfactory results.

WORK HISTORY

MEMBER SERVICES – TRILOGY AT RIO VISTA MASTER ASSOCIATION [2019 – PRESENT]

Developed technical audio-visual and recording work instructions for Event Staff, local IT support as needed

Developed Excel based events and activities spreadsheets to migrate from manual written methods

Assist community residents

TECHNICAL LEADER – BT AMERICA’S, BT GLOBAL SERVICES, PRINCETON CENTER OF EXCELLENCE [2009 – 2017

Lead technical writer for Global Operational support process and procedures run documentation

Developed Capacity Management reporting methodology utilizing in-house data collection system and created Crystal Report programs to deliver contractual reports

Tested and deployed network management platforms, identifying issues, and recommending changes to design prior to service implementation

Technical support contact for Global Operations and customer teams relating to monitoring and support of network infrastructure

Trainer for internal and customer groups on network management systems

BT GLOBAL SERVICES/CONCERT – GLOBAL NETWORK ADVOCACY [2001 - 2009]

Senior network support engineer on chronic high profile complex global accounts on Frame Relay and MPLS networks

Deployed MPLS Core Infrastructure [P/PE routers

Pre-and post-sales support technical contact

BT NORTH AMERICA / MCI [1998 – 2001]

RECOGNITION

BT PRESIDENT’S AWARDS, 2008

MCI MASTERS II – Sales and Service, 1999 networkMCI RING OF CHAMPIONS, 1997

EDUCATION

ASSOCIATE OF ARTS – DATA PROCESSING BUSINESS OPTION

DE ANZA COLLEGE, CUPERTINO, CA.

TECHNICAL TRAINING:

Cisco Networking Fundamentals, Router Software Configuration, Router Hardware Configuration, Internetwork Trouble Shooting, internetworking with SNA, Cisco (formally Stratacom) Networking Concepts

ADDITIONAL SKILLS:

Proficient in Microsoft Office with focus on Excel, PowerPoint, and Word; Visio; VisualDesigner Tech savvy, require little to no training

MILITARY

UNITED STATES MARINE CORPS – [1968 – 1972]

Corporal (E4) – Honorable Discharge - Communications Specialist

Commanding General’s Certificate of Commendation (1971)

Unit Commander’s Meritorious Mast (1971)

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