Summary
Overview
Work History
Education
Skills
Timeline
Generic

Na'Kisha Sheppard

Summary

Versatile Support Technician with a strong background in Information Technology. Demonstrated success in providing technical support and troubleshooting. Skilled in Microsoft Office 365, time management and computer networking. Proven track record of delivering exceptional in person customer service and resolving technical issues efficiently. Previous experience include roles as a PC Technician and Information Technology Specialist in the healthcare and military sectors. Holds a Bachelor of Science degree from Arizona State University. Committed to continuous learning and staying up-to-date with the latest technological advancements. Seeking a challenging position in Information Technology to utilize my skills and contribute to the success of the organization.

Overview

7
7
years of professional experience

Work History

Tier 1 Support Technician

LHC Group
05.2022 - 03.2024
  • Documented support interactions for future reference.
  • Granted system permissions to new employees.
  • Installed, configured and maintained computer systems and network connections.
  • Monitored system performance to identify potential issues.
  • Provided technical support and troubleshooting to end users, resolving hardware and software issuesCollaborated with team members to ensure thsmooth operation of IT Systems
  • Managed high levels of call flow and responded to the end users technical support needs.
  • Researched and identified solutions to technical problems.
  • Configured and tested new software and hardware.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided remote support for end users, resolving software installation and configuration issues efficiently.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Maintained office PCs, tablets and work phones

PC Technician

Ochsner
01.2022 - 05.2022
  • Enhanced system performance by troubleshooting and resolving hardware and software issues.
  • Replaced defective components and parts on malfunctioning computers and office machines.
  • Provided exceptional support during the implementation of large-scale IT projects, ensuring successful completion within deadlines.
  • Demonstrated increased knowledge of company products and equipment.
  • Streamlined workflow for clients by setting up and configuring computer systems, networks, and peripherals.
  • Worked effectively in fast-paced environments.
  • Learned and adapted quickly to new technology and software applications.

Information Technology Specialist (25B)

US Army
11.2016 - 04.2022
  • Coordinated efforts between internal IT staff and external vendors during major outages or incidents to minimize downtime.
  • Established IT policies and procedures in compliance with industry best practices, ensuring consistency across all departments.
  • Developed and documented network policies, procedures and standards.
  • Optimized system performance by regularly monitoring network traffic and proactively addressing potential bottlenecks.
  • Assisted with updating technical support best practices for use by team.
  • Monitored systems in operation and quickly troubleshot errors.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Implemented and maintained virtual private networks.
  • Configured hardware and granted system permissions to new employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Installed and configured network printers and other peripheral devices.
  • Diagnosed and resolved hardware and software issues.
  • Strengthened communication skills through regular interactions with others.
  • Gained strong leadership skills by managing projects from start to finish.
  • Delivered services to customer locations within specific timeframes.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Applied effective time management techniques to meet tight deadlines.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Skilled at working independently and collaboratively in a team environment.
  • Resolved problems, improved operations and provided exceptional service.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Organized and detail-oriented with a strong work ethic.

Education

Bachelor of Science -

Arizona State University
Tempe, AZ
12.2021

Skills

  • Escalation procedures
  • Teamwork and Collaboration
  • Tracking and Documentation
  • Technical documents comprehension
  • Hardware Configuration
  • Issue Troubleshooting
  • User Support
  • Problem-Solving
  • Online Chat Support
  • Bomgar/Beyond Trust, Manage Engine, Rescue, TeamViewer Quick Support remote applications
  • Active Directory/Active Directory Administrative Center
  • Remedy, Service Desk and Service Now ticketing systems
  • Microsoft Office 365

Timeline

Tier 1 Support Technician

LHC Group
05.2022 - 03.2024

PC Technician

Ochsner
01.2022 - 05.2022

Information Technology Specialist (25B)

US Army
11.2016 - 04.2022

Bachelor of Science -

Arizona State University

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Na'Kisha Sheppard