Curtis Sheard II
Lehigh Acres
Summary
Technical expert in IT security and electronic device repair, recognized for effective problem resolution and customer engagement. Delivered a 95% customer satisfaction rating and enhanced first-time fix rates by 30%. Skilled in analyzing security measures and optimizing operational processes to exceed service expectations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Device Technician
Lee Health
Fort Myers
04.2024 - Current
- Demonstrated proficiency in diagnosing, repairing, and maintaining a wide range of electronic devices, including smartphones, tablets, laptops, and other consumer electronics, using industry-standard tools and techniques.
- Provided exceptional customer service by effectively communicating technical issues and solutions to clients, leading to a 95% customer satisfaction rating and a notable reduction in repeat service requests.
- Successfully identified and resolved complex technical problems in devices, utilizing analytical skills to troubleshoot hardware and software issues, resulting in a 30% increase in first-time fix rates.
- Conducted rigorous quality control tests on repaired devices to ensure they met manufacturer specifications and industry standards, contributing to a significant reduction in post-repair failures.
- Efficiently managed inventory of spare parts and repair tools, maintaining accurate records of repairs and parts used, which streamlined the repair process and improved overall operational efficiency by 20%.
Warehouse Associate
Frito Lay
Fort Myers
04.2022 - 03.2024
- Proficient in the use of pallet movers, standup forklifts, swing-reach trucks, and order pickers; troubleshoot breakdowns and call for repairs.
- Load and unload trucks; shipping and receiving; order picking / packing; staging and stocking.
- Accurately label freight, monitor inventory, calculate and verify quantities, and use computers to maintain records and track shipments within high-volume warehouse environments.
- Support new processes and promote a team-oriented environment to enhance productivity, build morale, and control costs.
- Possess a valid driver's license, excellent driving record, forklift certificate, and ability to lift 100 pounds.
Cybersecurity Analyst Intern
Lee County School District
Fort Myers
05.2023 - 08.2023
- Developed and implemented robust security measures, including firewalls, intrusion detection systems, and data encryption protocols, to safeguard against cyber threats.
- Monitored and analyzed network traffic and system logs using SIEM tools to detect and respond to security incidents, minimizing the impact of potential breaches.
- Collaborated with cross-functional teams to evaluate and enhance existing security policies and procedures, promoting a proactive cybersecurity culture within the organization.
Tech Assistant
Dunbar High School
Fort Myers
01.2021 - 12.2022
- Helped maintain, manage and repair IT systems.
- Diagnosed software or hardware faults and solved the issues over the phone or in person.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Installed and performed minor repairs to hardware, software, and peripheral equipment, following design or installation specifications to ensure efficiency.
- Read technical manuals, conferred with users, and conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.
- Developed training materials and procedures for proper use of hardware and software.
Ramp Agent
Airport Terminal Services
Fort Myers
08.2021 - 04.2022
- Facilitated loading and unloading of containers from aircraft and warehouse, sorting and scanning packages to ensure accuracy.
- Delivered timely service for on-time departures and special handling of luggage and cargo.
- Coordinated arrival and departure procedures to safeguard aircraft movement at the gate.
- Operated motorized ground services equipment.
- Ensured compliance with equipment and customer safety standards.
Delivery Driver
FedEx
Fort Myers
09.2020 - 07.2021
- Achieved consistent, accurate, and on-time delivery of 1000 parcels per week on average to both commercial and residential locations via the appropriate routes.
- Implemented secure loading, unloading, and inspection techniques to ensure safe delivery and prevent product damage.
- Managed package intake, sorting, organizing and delivery within required timelines.
- Checked and confirmed accuracy of inventory and shipping information to maintain operational integrity.
- Delivered excellent customer service by addressing inquiries and resolving complaints for new and long-term clients.
- Ensured quality of package delivery with strict adherence to policies and procedures to include handling perishables or other items requiring special handling instruction.
Education
Bachelor of Science - Computer Information Systems
Florida Gulf Coast University
Fort Myers, FL12-2023
Skills
- C
- Java Script
- Python
- SQL
- Network
- Proficient troubleshooting
- Able to build successful solutions results
- Microsoft Excel
- Microsoft Office
- Sales
- Organizational skills
- Negotiation
- Diagnostic testing
- Device repair
- Hardware troubleshooting
- Software installation
- Quality control
- Problem solving
- Effective communication
- Network monitoring
Certification
- CompTIA Network+
- Forklift Certification
- Driver's License
- CompTIA Security+
Timeline
Device Technician
Lee Health
04.2024 - Current
Cybersecurity Analyst Intern
Lee County School District
05.2023 - 08.2023
Warehouse Associate
Frito Lay
04.2022 - 03.2024
Ramp Agent
Airport Terminal Services
08.2021 - 04.2022
Tech Assistant
Dunbar High School
01.2021 - 12.2022
Delivery Driver
FedEx
09.2020 - 07.2021
Bachelor of Science - Computer Information Systems
Florida Gulf Coast University