Shane Shepherd
Overland Park,Kansas
Summary
Superb organizational and time management skills coupled with the ability to move projects from conception to completion. Accustomed to high levels of responsibility, developing and executing content strategies, promoting client retention, and internal/external product training. Versed in product development, testing, troubleshooting, and implementation. Self-motivated, disciplined, team player with strong creative and analytical skills and attention to detail. Task driven and goal oriented. Education, training, and experience support superior job performance with a great work ethic.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Project Manager
Edilo-Schoolinfoapp
Kansas City, KS
07.2021 - Current
- Managed multiple mobile app projects, providing end-to-end management while effectively communicating with clients and gathering feedback to ensure successful project delivery.
- SaaS and B2B product testing, review, and implementation.
- Provided technical support, troubleshooting, and oversaw project design, layout, and deployment.
- Created training materials, designed webinars, and recorded presentations for public distribution.
- Planned, designed, and scheduled phases for large projects.
- Led virtual client calls to discuss and plan app builds, while ensuring customer satisfaction and successful project completion.
- Demonstrated expertise in client relationship management and delivering exceptional customer service, always seeking to exceed expectations.
- Researched and created educational content of omni channel platforms.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Implementation and Support Lead
Pitsco Education
Pittsburg, KS
01.2017 - 01.2021
- Conducted on-and-offsite meetings with schools and districts throughout lab install process, analyzed issues, and identified troubleshooting methods to ensure quick remediation.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided omni-channel support, remotely responding to support requests from end-users and walking them through basic troubleshooting tasks.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records
- Utilized ticketing system to track customer requests and prioritize urgent needs
- Troubleshot hardware, software and network issues to identify and rectify discrepancies
Canvas Administrator
Pittsburg State University
Pittsburg, KS
01.2013 - 01.2014
- Developed and managed administrative processes within Canvas LMS, including account and sub-account creation, permission management, and software license management, to ensure smooth user experience.
- Offered remote technical and functional support and served as Canvas Helpdesk administrator, providing end- user assistance.
- Increased and facilitated Canvas usage and adoption across university while ensuring secure user- experience.
- Applied effective time management techniques to meet tight deadlines
- Identified issues, analyzed information and provided solutions to problems
- Worked effectively in fast-paced environments
- Proven ability to learn quickly and adapt to new situations
Education
Bachelor of Arts - General Studies
08.1998 - 12.2002
Skills
Efficient Problem Solving- Trouble shooting
Attention to Detail, Technical Support
Salesforce, Zoho CRM, Hubspot
Project Management, Strong Communication
Adaptability, Virtual Team Collaboration
Proficient in utilizing HubSpot, Salesforce, Confluence, Atlassian, Zoom, Concur, Active Directory, and Adobe
Timeline
Project Manager - Edilo-Schoolinfoapp
07.2021 - Current
Implementation and Support Lead - Pitsco Education
01.2017 - 01.2021
Canvas Administrator - Pittsburg State University
01.2013 - 01.2014
Pittsburg State University - Bachelor of Arts, General Studies
08.1998 - 12.2002