STEVEN SHEPHERD
Summary
Dedicated technician and individual contributor with expertise in operating complex systems in diverse environments. Committed to achieving organizational goals with accountability and confidence. Proficient in problem identification and diagnosis, precise adherence to technical procedures, and skilled in minor maintenance and repairs. Recognizes the need for specialized repair services when required.
Overview
25
25
years of professional experience
Work History
IT Support Specialist
Pinion Technology Core
03.2021 - 03.2025
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Staff Sergeant
Army
02.2000 - 03.2021
- 25B - Information Technologies Specialist
- Network Administration: Successfully installed, configured, and maintained LAN/WAN infrastructure, including routers, switches, and firewalls, ensuring optimal network performance and connectivity.
Implemented network security protocols to mitigate cyber threats and maintain data integrity.
Troubleshoot network connectivity issues, identifying and resolving problems within established SLAs. - System Administration: Managed and maintained server environments (Windows, Linux) including patching, updates, and performance optimization.
Performed regular backups and disaster recovery procedures to ensure data redundancy and availability.
Deployed and configured new software applications on servers and workstations. - Desktop Support: Provided technical support to end-users for hardware and software issues, resolving problems through remote assistance or on-site troubleshooting.
Installed and configured operating systems, applications, and peripherals on user workstations.
Assisted users with password resets, account management, and basic troubleshooting. - Asset Management: Implemented and maintained a comprehensive IT asset management system, tracking hardware inventory and software licenses.
Conducted regular asset audits to ensure accurate inventory records and prevent potential loss or misuse. - Security Practices: Enforced security policies and procedures to protect sensitive data, including user access controls and data encryption. Performed vulnerability assessments and penetration testing to identify and remediate security risks.
Education
Associate of Science - Electronic Engineering
Phillips Junior College
Fresno, CA06.1994
Skills
- Technical troubleshooting
- Technical support
- Software installation
- Ticket management
- Remote support
- Network diagnostics
- Issue troubleshooting
- Customer service
- Desktop support
- User credential management
- LAN/WAN
- TCP/IP
Timeline
IT Support Specialist
Pinion Technology Core
03.2021 - 03.2025
Staff Sergeant
Army
02.2000 - 03.2021
Associate of Science - Electronic Engineering
Phillips Junior College
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