Tech Support Analyst

Roosevelt, NY ***** https://www.linkedin.com/in/aishia-shepherd2020/ 516-***-****

AISHIA SHEPHERD

OBJECTIVE

An IT professional with 9 years technical experience in a diverse array of platforms of technology from desktop support tiers to POS/MPOS/Cloud infrastructures in the Omni-channel retailing industries with extensive knowledge of secure cloud networked enterprises, hardware, and software skill set.

SKILLS & ABILITIES

• Server/Desktop OS: Microsoft Windows Server 2012, 2019/Windows 8/10/11, Mac OSX: Mojave, Catalina, Big Sur

• Cloud Virtualization: Citrix Xen Desktop Enterprise 7.15, Citrix Admin Console, Microsoft Hyper-V Server, Microsoft Azure, SCCM, Microsoft Endpoint Management, AWS, Google Cloud, MDM & MAM, Cisco VPN

• Software: Microsoft Office Suites 2010, 2013, 365, VMWare, McAfee & AVG Antivirus, Avast, Malware Bytes, Ground Control, Remote Desktop Connection, LogMeIn (Remotely Anywhere 12.4), SolarWinds, Dameware 12.1, RAdm in 3.4, MPLS, Microsoft Teams, Pulse Secure 2.0, Carbon Black Cloud; MDM Solutions via Ground Control, Orion Network Atlas

• Utilities / Tools: Active Directory, TCP/IP, DHCP, DNS; PING/Netstat CMD, PowerShell, Service Packs

• Hardware: Mobile POS ISMP, Mac/Android iPad/MPOS devices, Ingenico ISC Touch 250, VeriFone MX915, Zebra/Canon/HP/Epson Printers, Symbol Scanners, Routers, Switches, VoIP

• Ticketing: Ca Service Desk, BMC Remedy, Numara Footprints, IRIS, Rackspace, ServiceNow, Spiceworks, Incident IQ

EDUCATION

NYIT, Old Westbury, NY B.S, Information Technology 2002

HDI, Leading IT Services & Support, NY, NY Helpdesk Certification 2008

New Horizon Computer Learning Centers, NY, NY COMPTIA A+ Certification 2010

Alliance Computing Solutions (ACS), NY, NY CCNA Certification 2018

Hofstra University, Uniondale, NY Project Management/CAPM Certification 2019

EXPERIENCE

Massapequa School District – BOCES – Massapequa, NY 2/2022 – 8/2022

On-Site Technician – SoftWorld Inc. (Contractual Project)

Deployed and OS imagined over 500 Dell OptiPlex 7040, 7090 & 3080 Micros workstations

via SCCM PXE IPv4/IPv6. Fixed all hardware and enrollment repairs of over 400

Chromebooks. Verified all GP updates implemented along with associating devices in their

proper OUs.

Transferred over 200 Apple devices from Meraki database system into Microsoft Endpoint,

cloud-based management. Verifying all devices and the device’s management via MS Intune.

Completed all (11) projects for the upcoming 2022-2023 school year.

Northwell Health - New Hyde Park, NY 3/2021 – 2/2022

System Engineer/Network Support III – DYOPATH/ITS (Contractual Project)

Assisted in all Refresh projects consisting of but not limited to data backup via One Drive or designated server location, reimaging OS from networked database and synchronizing user’s data to real-time implementations.

Third level of escalation for all hardware, software, server related issues and maintain in-house technical equipment and IT assets.

Troubleshot and replicated system problems in a lab environment to find the root cause to identify issues. Documented all fixes within the applied domain database.

Responsibilities conditioned to but not limited to installing, configuring, diagnosing, repairing and upgrading all software, hardware and peripheral needs while ensuring optimal performance.

Barnes & Noble HQs – Westbury, NY 3/2020 – 3/2021

Tech Support II/Hardware Tech – Friedman Williams (Contractual)

Installed all hardware upgrades, SATA HDDs, SSDs, memory, system boards, power supply, fan upgrades, etc. for over 1,000 laptops & desktops.

Reimagined and added all computers & user accounts to the network’s domain via Active Directory. Confirmed all necessary data were synchronized properly.

Estee Lauder – Melville, NY 7/2016 – 12/2018

Retail POS Sys Support Tech – Source Wave, Inc. (Contractual)

Supported over 1200 stores using the Oracle Micros X-Store Suite POS platform on all POS registers and MPOS Windows/Mac devices, managing all transactions/data transfers via Mobile Device Management (MDM). Re-imaged MPOS devices via Ground Control software to perform maintenance, updates or resets.

Trained and provided support to users to perform and learn the daily operations of X-Store application from basic SOD/EOD performances, each transactions procedures, all hardware functionalities, understanding directories and all managerial responsibilities and accesses to guarantee all data management.

Klinger-Weiss Infosystems (KWI) – Greenvale, NY 8/2010 – 3/2016

Retail Systems Support Analyst/Tech Support II – Direct Hire

Configured, networked and provided analytical, technical support of daily operations for all registers systems, along with MPOS devices with Mobile Device Management. Performed HDD rebuilds via VPN, synchronizing all data accurately, to hardware connectivity to software calibrations.

Documented and tracked each call with thorough knowledge of the Footprints ticketing system to no avail. Routinely exceeded call-handling goals, closing an average of 50 calls daily (40% above quota with a 75% first call resolution ratio and average talk time of 5.5 minutes, well below the 7-minute goal.

Contact this candidate