Paris Shepherd
Washington
Summary
Knowledgeable systems professional with several years of proficient and thorough experience and understanding of information technology. Proven ability in installation, configuration and troubleshooting across diverse environments. Strong emphasis on team collaboration, effective communication,problem solving and achieving results.
Known for reliability and adaptability to changing needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lab/Systems Engineer
Elluminates Software
06.2024 - Current
- Support Lab Engineer and operations, including VMware (Vcenter), and NetApp
- Research and create hardware specifications (server, switch, storage, desktop, thin client, printer, etc.) for inclusion in DOS Bulk Purchasing Agreements User support
- Remote troubleshooting.
- Software installation
- Provided technical support to lab personnel,
- Managed and monitored installed systems for highest level of availability.
- Submitted and managed documentation for equipment approval (TRB).
- Utilized remote tools for effective access to diverse network platforms.
- Demonstrated strong knowledge of Windows operating systems
Tier III Hardware Analyst
ATS Delivered Inc.
01.2023 - 06.2024
- Diagnose hardware problems, perform repairs as needed.
- Maintain comprehensive documentation for imaging processes, troubleshooting steps and configurations.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Maintain inventory of hardware devices
- User support
- Remote troubleshooting.
- Imaging deployment
- Software installation
- Imaging automation
Lead PWCS Mobility Technician
Prime Technical
07.2020 - 01.2023
- Device provisioning (iOS, Android, Windows Mobile)
- Team leadership, coordinating tasks and ensuring efficient operations.
- Connect Apple devices to DoD Microsoft Outlook accounts and assist Pentagon/ JBAB personnel with its NIPR migration to Outlook 365.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Connect Apple devices to CISCO VPN to help safeguard Controlled Unclassified Information (CUI).
- Troubleshoot wireless carrier network services such as voice, data, Short Message Service (SMS), Multimedia Messaging Services (MMS), data tethering, mobile hot spot, management of carrier mobile telephone numbers between devices, SIM issues etc
System Administrator
Twenty Second Century Technology
09.2019 - 06.2020
- Administer and manage encryption tools such as BitLocker.
- Utilized scripting languages such as PowerShell.
- Active directory to support users and software to deploy via Software Center
- Network connectivity troubleshooting
- Troubleshoot certificate issues on users CACs.
- Support the distribution of security patches throughout the enterprise using SCCM.
- Directed teams of ten for deploying machines or gathering machine information to deploy to various sites.
- Supplied life cycle replacement support to DOD enterprise for all systems including Dell, HP, Samsung, and Microsoft for use on both NIPR and SIPR networks.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
Sr. Desktop Support Technician
SSI Inc.
02.2019 - 08.2019
- Installed, configured, and maintained the Windows 10 OS for Dell/HP/Microsoft desktops/laptops and mobile devices.
- Aiding up to SES and General officers in successful migrations ending in properly set up hardware and related software.
- Troubleshot critical issues such as folder redirections, network drives, printer drives, and switch box connections.
- Used Active Roles web interface to support user accounts and software applied to users via SCCM.
- Backed up and restored personal data; and configuring new Dell/HP desktops and laptops for government employees and contractors.
- Enabled and unlocked user accounts through the Active Roles Server portal with Microsoft Active Directory (AD)
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Desktop Support Engineer
AAC
05.2016 - 01.2019
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Account migration via AD
- Used SCCM to deploy and support win ten image (deployed software and updates)
- Dameware for remote aid to users
- Utilize ARS to categorize machines into proper organizational unit.
- BitLocker recovery.
- Windows 10 1709 migration/break-fix
- Assured systems remained up to date with McAfee, baseline software and other patches.
- Outlook setup/troubleshooting including .pst recovery, rules, delegation and adding mailboxes.
Tier 2 Support Technician
R. Emmanuel Consulting & Training Center
12.2015 - 04.2016
- Provided remote assistance when needed, guiding clients through step-by-step solutions to their technical concerns.
- Resolved Service request by individually troubleshooting and addressing user issues.
- Oversaw hardware, software, and networking part monitoring, testing and installation to assist maintenance and migration.
- Lent technical support, consulting, and implementation services to support system performance thresholds.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber-attacks.
- Prioritized and fielded IT ticket request, providing technical support, Troubleshooting and issue resolution to maintain system performance levels.
- Performed daily Maintenance of computers systems to keep network processes fluid.
Education
No Degree - INFORMATION TECHNOLOGY
H.O.P. E Project- Helpdesk Support Training Progra
Washington DC05.2016
Skills
- Apple business manager
- MDM (mobile device mgmt)
- Hardware troubleshooting
- vCenter
- vSphere
- Hardware and software installation
- Scripting language (PowerShell)
- C
- Python
- Remote desktop support
- Active Directory
- PuTTy
- 7 ZIP
Certification
- CompTIA Security+ - Computing Technology Industry Association (CompTIA).
- AWS Certified Solutions Architect – Associate - Amazon Web Services.
- CompTIA A+ Certification
- CompTIA CASP + CE Certification
Timeline
Lab/Systems Engineer
Elluminates Software
06.2024 - Current
Tier III Hardware Analyst
ATS Delivered Inc.
01.2023 - 06.2024
Lead PWCS Mobility Technician
Prime Technical
07.2020 - 01.2023
System Administrator
Twenty Second Century Technology
09.2019 - 06.2020
Sr. Desktop Support Technician
SSI Inc.
02.2019 - 08.2019
Desktop Support Engineer
AAC
05.2016 - 01.2019
Tier 2 Support Technician
R. Emmanuel Consulting & Training Center
12.2015 - 04.2016
No Degree - INFORMATION TECHNOLOGY
H.O.P. E Project- Helpdesk Support Training Progra
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