Wardell Shephard
Summary
Competent IT Support Specialist safeguards business continuity and productivity by supporting exceptional uptimes and consistent performance. Tirelessly tracks and resolves submitted tickets. Positively influences all technical operations by combining preventive maintenance with rapid response times. Analyzing and implementing security plans and initiatives. Excel in developing comprehensive, secure network designs and systems.
Overview
8
8
years of professional experience
Work History
IT Service Desk Analyst
JPMorgan Chase
Philadelphia, PA
11.2020 - Current
- Analyzing system risk to identify and implement appropriate security countermeasures.
- Monitoring server event logs to identify and resolve performance and security issues.
- Handling customer service issues by providing guidance or escalating for advanced support.
IT Technical Support Representative
Comcast Media Center
Springfield, PA
06.2017 - 08.2020
- Assisted customers with various technical issues via email, live chat, and telephone.
- Troubleshooted hardware issues and worked with service providers to facilitate repairs for end users.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools.
IT Technical Support Intern
University Of Pennsylvania
Philadelphia, PA
08.2016 - 05.2020
- Installed and supported desktop software titles and add-ons.
- Oversaw equipment and system operations, surveying for potential security vulnerabilities and upgrade needs.
- Served as the first point of contact for incoming technical service calls and emails.
IT Technical Support Intern
Christian Street YMCA
Philadelphia, PA
09.2017 - 08.2019
- Identified problems in printers, scanners, and networking hardware, applying required fixes or escalating issues.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
Education
Bachelor of Science - Forensic Psychology
University of Pennsylvania
05.2020
Skills
Operating Systems: Windows, Linux
Languages: Python, C, Java, Ruby, PowerShell, SQL
Certification: Google IT Support Professional, CISSP, CISM, CompTIA Security (Pending)
Timeline
IT Service Desk Analyst
JPMorgan Chase
11.2020 - Current
IT Technical Support Intern
Christian Street YMCA
09.2017 - 08.2019
IT Technical Support Representative
Comcast Media Center
06.2017 - 08.2020
IT Technical Support Intern
University Of Pennsylvania
08.2016 - 05.2020
Bachelor of Science - Forensic Psychology
University of Pennsylvania
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