Dylan Shepherd
Waukegan,IL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst
DyoPath, Illinois
07.2022 - Current
- Provide technical customer support by taking inbound calls using ITIL based best practices
- Perform diagnosis, investigation, and resolution of Incidents to meet customer SLA’s
- Create and fulfill service requests to exceed customer SLA’s
- Identify, research, and resolve technical hardware, software, or networking issues
- Answer user inquiries via phone, email, and system requests
- Deliver timely notifications and assignments to appropriate field representatives
- Provide generalist support to customers utilizing multiple tools, technologies, and accounts
- Document, tract, and monitor inquires and solutions using Standard Operating Procedures
- Communicate statuses of projects and issues to managers and Service Desk employees
- Escalate issues in real-time per escalation procedures
- Perform root cause analyses and generates reports
- Act as a Subject Matter Expert for assigned accounts
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Manage up to 60 calls per day.
Service Desk Analyst
TEKSystems
02.2021 - 07.2022
- Provide technical customer support by taking inbound calls using ITIL based best practices
- Perform diagnosis, investigation, and resolution of Incidents to meet customer SLA’s
- Create and fulfill service requests to exceed customer SLA’s
- Identify, research, and resolve technical hardware, software, or networking issues
- Answer user inquiries via phone, email, and system requests
- Deliver timely notifications and assignments to appropriate field representatives
- Provide generalist support to customers utilizing multiple tools, technologies, and accounts
- Document, tract, and monitor inquires and solutions using Standard Operating Procedures
- Communicate statuses of projects and issues to managers and Service Desk employees
- Escalate issues in real time per escalation procedures
- Perform root cause analyses and generates reports
- Act as a Subject Matter Expert for assigned accounts
Database Specialist
Artisan Technologies
08.2016 - 11.2016
- Research and analysis of different technologies including new and obsolete parts for resale.
- Documenting and recording specifications of different technologies
- Ensuring data integrity and database integration of technologies using MySQL..
Deputy Data Director
Hillary For America
08.2016 - 11.2016
- Voter Activation Network user management and administration to ensure data integrity and database management for 118 staff
- Data Analysis and Visualization of campaign data to help shape field plan and campaign strategy in Pennsylvania
- SMS universe creation for GOTV efforts including 1,600,000 targeted cell phone numbers ranked by outreach importance
- Compile, maintain, and check for accuracy—9158 polling locations in the Commonwealth of Pennsylvania
- Responsible for the accurate recording of 316,188 absentee ballots sent and received by county Secretary of State offices
- Building, maintaining and updating tracking tools used for data verification and goal tracking in Excel, Tableu, and Democratic National Committee Stork
- Organizing for Action
Organizer
Service Employee International Union
05.2014 - 03.2015
- Identify and organize around issues in minority communities
- Build a sustainable movement consisting of volunteers in low income communities
- Manage data program for a staff of 20 and a volunteer base of 125 during the 2014 Governor’s race in Pinellas County using Microsoft office, google docs and VAN.
State Immigration Director
Organizing For Action
01.2013 - 03.2015
- Build strong relationships with local activists, union members, volunteers and partner groups
- Research and write individual plans of action for elected representatives in targeted areas including power mapping, influencers, general background, district demographics, and likely voters
- Develop and update state plan of action for immigration reform including targets, goals, and methodology
- Facilitated 8 trainings across Florida focused on immigration reform, Obamacare, climate change, gun violence prevention, fundraising, and staff and volunteer recruitment and management
- Develop strong political relationships with partner organizations and sit on c(3) and c(4) tables
- Led 9 teams across the state resulting in over 15,000 calls focused on CIR
- Helped manage and oversaw 150 events on immigration reform with partner groups receiving over 100 earned media hits, and included over 2000 volunteers
- Got two members of congress to publicly come out and support CIR, changing their former positions.
Regional Digital Manager
Facebook
01.2014 - 08.2016
- Manage 20 State, pages and twitter accounts with over 700,000 combined followers
- Develop training and presentation materials for multiple skill levels of users from beginner to advanced
- Analyze trends and adjust posting schedule for effectiveness
- Implement sourcing and analytics using third party software such as Awe.sm and Sproutsocial.
Senior Spring Trainer
Organizing for Action
06.2013 - 05.2014
- Trained, mentored, and developed volunteers to create self-sustaining chapters to hold campaigns on both local and national issues
- Manage Organizing for Action Staff and perform oversight for the 2014 Spring Training program in the Tampa Bay Region of Florida while guiding the onboarding and management of a class of two teams of 12 fellows each in the region.
Field Organizer
Obama for America
08.2012 - 11.2012
- Helped build and manage OFA-FL’s first sustainable bilingual volunteer teams to effectively reach out to Central Florida Hispanic voters
- Planned, set-up, and executed events including but not limited to field speeches, membership drives, and voter support with special interest groups in the Orlando area
- Recruited and managed 335 volunteers to participate in voter contact activities while identifying, advancing, and training volunteer leaders throughout to build a growing, self-sustaining, volunteer-run, regional organization
- Managed local OFA office including planning and implementing local strategy for volunteer disbursement for voter information and turn out.
Education
Associate of Applied Science -
Le Cordon Bleu College of Culinary Art - Orlando
Orlando, FLSkills
- IT SKILLS
- Microsoft Suite, Adobe Acrobat Reader, Photoshop, Votebuilder, VAN, BSD, Micros, Aloha, Sproutsocial, Awesm, SQL, Tableu, DNC Stork, Python, C
- RELATED SKILLS
- Social Media, Data Visualization, VAN Management, Database Management, Statistical Data Analysis, Coalition Partner Relations, Voter Targeting, Community Organizing, Field Logistics, Presentation
- Development, Staff Management, Staff Recruitment, Strategic Planning, Training, Volunteer Management, Volunteer Recruitment, and Fundraising
- Inventory Control Processes
- Training Programs
- Professional Development
- Customer Experience
- Project Oversight
Certification
- IT Support Professional, Google - 2019
Timeline
Senior Service Desk Analyst
DyoPath, Illinois
07.2022 - Current
Service Desk Analyst
TEKSystems
02.2021 - 07.2022
Database Specialist
Artisan Technologies
08.2016 - 11.2016
Deputy Data Director
Hillary For America
08.2016 - 11.2016
Organizer
Service Employee International Union
05.2014 - 03.2015
Regional Digital Manager
Facebook
01.2014 - 08.2016
Senior Spring Trainer
Organizing for Action
06.2013 - 05.2014
State Immigration Director
Organizing For Action
01.2013 - 03.2015
Field Organizer
Obama for America
08.2012 - 11.2012
Associate of Applied Science -
Le Cordon Bleu College of Culinary Art - Orlando
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