Shane Shepherd

Work History

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.

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

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