Gregory Sheperd
Beech Bottom,WV
Summary
Results-oriented Support Manager offering 25+ years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
30
30
years of professional experience
Work History
Chief
Beech Bottom Volunteer Fire Department
10.2021 - Current
- Managed department budget effectively, prioritizing essential equipment purchases and maintenance without compromising safety standards.
- Established strong relationships with local government officials to secure necessary funding and resources for department's needs.
- Supervised incident command operations, ensuring proper coordination among on-scene personnel and effective communication with external agencies.
- Promoted public trust in department by maintaining transparency in operations, addressing concerns from community members, and ensuring accountability among staff members at all levels.
Technology Systems Specialist
Brooke County Schools
05.2019 - Current
- Developed comprehensive documentation outlining system architecture, functionality, and troubleshooting procedures.
- Modeled system usage patterns to determine training protocols and educational material guidelines.
- Designed custom applications as needed, improving workflow efficiency and overall productivity within organization.
- Identified and resolved technical issues quickly, minimizing disruptions to operations and maintaining high service levels.
Firefighter/EMT-B
Beech Bottom Volunteer Fire Department
07.2017 - Current
- Responded to over 75% of department alarms on volunteer basis.
- Performed life-saving procedures during medical emergencies, administering CPR and first aid as needed.
- Demonstrated strong leadership skills while serving as mentor to new firefighters, fostering culture of teamwork and professionalism within department.
- Improved operational efficiency by helping maintain apparatuses, equipment, and facilities according to established standards.
- Evaluated situation at emergency sites to determine and execute most effective methods for saving life and property.
- Improved public awareness and education on fire safety practices through community workshops and school programs.
- Prepared incident reports detailing personnel, location and results of each call.
Chairman
Dilapidated Building Enforcement Agency
07.2014 - Current
- Conduct hearings regarding non-compliant properties and facilitate rehabilitation of privately owned properties.
- Oversaw compliance and closeout of several cases in last few years
- Implemented cutting-edge technology solutions to enhance operational efficiency and drive digital transformation initiatives.
- Helped record, compile, summarize and analyze data.
Member of Village Common Council
Beech Bottom Village Council
09.2006 - Current
- Responsible for all computer, server, and networking support in village office and drafted ordinances.
- Researched and identified solutions to technical problems.
- Developed innovative solutions to complex technical problems, improving overall efficiency and productivity of team.
Instructor
West Virginia Public Service Training - Wheeling
10.2003 - Current
- Participated in professional development opportunities to stay current on educational trends and enhance teaching effectiveness.
- Observed and adopted new techniques from skilled instructors and lecturers.
- Improved learning outcomes by tailoring teaching methods to accommodate diverse learning styles.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Created lessons and online testing materials to facilitate remote learning.
HelpDesk Administrator
Wheeling Jesuit University
04.2017 - 05.2019
- Streamlined help desk processes for improved efficiency and quicker response times.
- Managed high-volume ticketing system, ensuring timely resolution of user requests.
- Recruited, trained and supported help desk technicians and representatives.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Diagnosed and troubleshot hardware, software and network issues.
Member
Brooke County Economic Development Authority
01.2013 - 06.2018
- Planned roundtable event focusing on oil and gas development and contributed ideas for future development activities.
- Supported fellow team members by sharing best practices and collaborating on projects aimed at enhancing overall member experience.
- Developed strong relationships with members through active listening skills, understanding their needs, and offering tailored solutions when appropriate.
PC Support Manager
Wheeling Jesuit University
04.2004 - 05.2017
- Responsible for all aspects of desktop computer support for all university employees and labs including troubleshooting, repair, and all inventory management.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Managed specialist team to provide technical assistance and customer service.
- Developed escalation procedures to handle high-priority issues swiftly, minimizing customer downtime.
Adjunct Faculty Instructor
Wheeling Jesuit University
08.2001 - 05.2017
- Fostered supportive learning environment by addressing diverse student needs through accommodations or additional support services referrals when necessary.
- Assessed student performance through exams, projects, presentations, and other evaluation methods tailored to course objectives.
- Developed innovative course materials that catered to various learning styles, ensuring accessibility for all students.
- Enhanced student engagement by incorporating real-world examples and multimedia resources into lectures.
- Used exams, quizzes and assignments to assess student comprehension.
Chief
Bethany Volunteer Fire Department
07.2014 - 07.2016
- Select and lead a diverse team in areas of Maintenance, Emergency Medical Services, Training, Compliance, Emergency Response, and Administration.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Assistant Chief
Bethany Volunteer Fire Department
07.2011 - 06.2014
- Responsible for on scene command operations, Emergency Medical Services, and Administration.
- Disciplined personnel and initiate disciplinary measures as defined by SOPs.
- Established interdepartmental partnerships by conducting joint trainings improving overall response capabilities.
Treasurer
Bethany Volunteer Fire Department
07.2008 - 06.2014
- Develop & Manage $150,000 annual budget and manage over $1,000,000 in assets.
Firefighter/EMT-B
Beech Bottom Volunteer Fire Department
10.1994 - 06.2007
- Performed life-saving procedures during medical emergencies, administering CPR and first aid as needed.
- Demonstrated strong leadership skills while serving as mentor to new firefighters, fostering culture of teamwork and professionalism within department.
- Improved operational efficiency by helping maintain apparatuses, equipment, and facilities according to established standards.
- Evaluated situation at emergency sites to determine and execute most effective methods for saving life and property.
- Improved public awareness and education on fire safety practices through community workshops and school programs.
- Prepared incident reports detailing personnel, location and results of each call.
Computer Support Analyst
Wheeling Jesuit University
01.1998 - 04.2004
- Performed hardware repairs and software installations for all computers other than those in student labs.
- Served as reliable point of contact for users experiencing technical difficulties, consistently demonstrating professionalism and patience while working towards resolution.
- Reduced ticket response time through efficient prioritization of tasks, resulting in higher customer satisfaction rates.
- Supported users during technology migration projects, ensuring a smooth transition with minimal disruption to their daily workflows.
- Managed hardware inventory and ensured timely equipment replacement or repair, maintaining optimal system performance.
Education
Master of Business Administration -
Wheeling Jesuit University
Wheeling, WV12.2000
Bachelor of Arts, Computer Science and Economics (Double Major) -
Bethany College
Bethany, WV05.1998
Skills
- Teamwork and Collaboration
- Problem-Solving
- Continuous Improvement
- Technical Support
- Staff Management
- Training and mentoring
- Project Management
- Team Development
- Support Services
- Technical support expertise
Timeline
Chief
Beech Bottom Volunteer Fire Department
10.2021 - Current
Technology Systems Specialist
Brooke County Schools
05.2019 - Current
Firefighter/EMT-B
Beech Bottom Volunteer Fire Department
07.2017 - Current
HelpDesk Administrator
Wheeling Jesuit University
04.2017 - 05.2019
Chairman
Dilapidated Building Enforcement Agency
07.2014 - Current
Chief
Bethany Volunteer Fire Department
07.2014 - 07.2016
Member
Brooke County Economic Development Authority
01.2013 - 06.2018
Assistant Chief
Bethany Volunteer Fire Department
07.2011 - 06.2014
Treasurer
Bethany Volunteer Fire Department
07.2008 - 06.2014
Member of Village Common Council
Beech Bottom Village Council
09.2006 - Current
PC Support Manager
Wheeling Jesuit University
04.2004 - 05.2017
Instructor
West Virginia Public Service Training - Wheeling
10.2003 - Current
Adjunct Faculty Instructor
Wheeling Jesuit University
08.2001 - 05.2017
Computer Support Analyst
Wheeling Jesuit University
01.1998 - 04.2004
Firefighter/EMT-B
Beech Bottom Volunteer Fire Department
10.1994 - 06.2007
Master of Business Administration -
Wheeling Jesuit University
Bachelor of Arts, Computer Science and Economics (Double Major) -
Bethany College
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