Carlos Shepherd
San Antonio,TX
Summary
Responsible Systems Technician with comprehensive experience in troubleshooting and repairing internal IT infrastructure seeking mutually beneficial employment with a company that can utilize my current skill set and also enhance it.
Overview
35
35
years of professional experience
Work History
Technical Support Specialist
University of the Incarnate Word – Rosenberg School of Optometry
05.2022 - Current
- Lead a team of technical support staff, providing guidance, mentorship, and training
- Coordinate and oversee daily support operations, ensuring timely resolution of technical issues
- Act as the primary point of contact for escalated technical problems, providing advanced troubleshooting and solutions
- Oversee the installation, configuration, and maintenance of hardware, software, and network systems within the school
- Ensure that all systems, including specialized optometry equipment, are functioning optimally and meet academic and administrative requirements
- Monitor system performance and security, implementing upgrades and patches as necessary
- Provide advanced technical support to faculty, staff, and students, resolving complex issues related to software, hardware, and networking
- Develop and conduct training sessions for faculty and students on the use of specialized software and equipment used in optometry education and research
- Create and maintain user documentation and technical guides to assist with common technical tasks
- Liaise with vendors and external service providers to coordinate repairs, upgrades, and the procurement of new technology
- Collaborate with academic and administrative staff to understand their technical needs and develop solutions that enhance teaching, research, and operations
- Communicate technical information effectively to non-technical stakeholders, ensuring they understand the impact of technology on their work
- Stay up-to-date with the latest developments in technology and optometry-specific software and hardware
- Identify opportunities to improve technical support processes and implement best practices to enhance efficiency and service quality
- Conduct regular reviews of system performance and user satisfaction, making recommendations for improvement
- Maintain detailed records of technical issues, resolutions, and system changes
- Generate reports on system performance, technical support activities, and project progress for management review
- Ensure that all technical documentation is kept up-to-date and accessible to relevant stakeholders.
Technical Support Specialist
University of the Incarnate Word – School of Osteopathic Medicine
08.2016 - 05.2022
- Streamlined and managed technical programs and products through direct contact, staff training, and web development
- Worked independently to report to the technical department head, but also work within a team environment to provide training materials and instruction to other faculty, staff, and students.
Senior Associate Technical Analyst
Emanuel Medical Center/Dell Inc.
10.2013 - 08.2016
- Responsible for providing phone and desk-side support assisting internal employees (nurses, doctors, and administrative personnel) with analyzing technical complications, determining problems, and providing resolutions on Windows 7 and Windows 10 workstations, HP LaserJet Printers, Cisco VoIP phones, Fujitsu document scanners, and assorted peripherals
- Ensuring proper escalation procedures are followed, detailed ticket documentation using Service Desk and OPAS ticketing systems.
Advanced Repair Agent
Geek Squad
03.2009 - 10.2013
- Troubleshooting of Operating Systems and internet connection issues
- Computer hardware and software diagnostics and troubleshooting, software installations and upgrades
- Install/troubleshooting computer related devices (video, sound, printer, scanners, camera, etc.)
Digital Technologies Computer Specialist
Best Buy
10.2008 - 03.2009
- Assist customers with service repair issues
- Provides the initial contact with customers, check in products and run basic tests to determine product needs and service solutions
- Facilitate the complete solution of product sales, upgrades, installations, and service in-store.
Analyst
AT&T Inc.
06.1999 - 08.2008
- Worked customer complaints filed by the California Public Utilities Commission, Better Business Bureau, Federal Communications Commission, and/or the Offices of the President of AT&T Inc
- Local Systems Administrator providing internal software and hardware technical support covering 200+ Windows based workstations.
Engineman
United States Navy
12.1989 - 01.1996
- Served: Iraq, Afghanistan, East Africa, Somalia, Kuwait, Haiti, Honduras
- Trained and developed partner force soldiers and intelligence personnel on every phase of the F3EAD cycle while in active combat zones
- Participated in 13 combat missions that led to the capture/kill of high-level insurgents and their networks
- Trained in the use of explosives and explosive breaching
- Performed as a team leader during combat and training exercises and small unit mounted and dismounted battle drills
- Operated and maintained weapons, optics, and communications equipment
- Aided superiors in the planning, resourcing, and execution of more than 24 operations
- Reviewed disciplinary and other adverse actions and made recommendations
- Awards: Joint Service Achievement Medal, Navy Achievement Medal w/Combat V device, Combat Action Ribbon, Meritorious Unit Commendation, National Defense Service Medal, Global War on Terror Medal, Humanitarian Service, Navy Sea Service Ribbon, Kuwait Liberation Medal, Kuwait Liberation Medal (Kuwait), Expert Rifleman Medal, and Expert Pistol Shot Medal
- Honorably Discharged.
Education
Bachelor of Science - Computer Science
06.2000
Skills
- A Certified
- Excellent problem solving skills
- Windows and Mac expertise
- Excellent written and communications skills
- Enterprise Technologies
- Cisco Telecom experience
- Hardware/Software upgrades
- Data privacy/HIPPA compliance
- Network Maintenance/Troubleshooting
- System upgrades/Backups
- Data Backup and Retrieval
- Active Directory experience
- VoIP technology/Cisco Call Manager
- Break/Fix experience
Accomplishments
- Lead Analyst for support and development of company disaster recovery plan.
- Served as primary advocate for end-users performing problem analysis for server, desktop and IT infrastructure.
- Completed intensive training in database fundamentals and software/hardware diagnostics.
- Promoted to Senior Agent after 18 months of employment.
Timeline
Technical Support Specialist
University of the Incarnate Word – Rosenberg School of Optometry
05.2022 - Current
Technical Support Specialist
University of the Incarnate Word – School of Osteopathic Medicine
08.2016 - 05.2022
Senior Associate Technical Analyst
Emanuel Medical Center/Dell Inc.
10.2013 - 08.2016
Advanced Repair Agent
Geek Squad
03.2009 - 10.2013
Digital Technologies Computer Specialist
Best Buy
10.2008 - 03.2009
Analyst
AT&T Inc.
06.1999 - 08.2008
Engineman
United States Navy
12.1989 - 01.1996
Bachelor of Science - Computer Science
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