W. Devan Shepard
Houston,Texas
Summary
Tech-savvy Desktop Support Analyst possessing excellent troubleshooting skills for Windows, Linux and Mac platforms. Offering [Number] years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Desktop Support Analyst II
Rice University
12.2014 - Current
- Create and deploy software via SCCM, imaging and deploying Windows and Mac workstations, decommissioning out of warranty devices, and coordinating proper recycling of computers and other electronic equipment
- Repair computers, peripherals, network equipment, and software, requiring specialized computer and electronics repair skills to maintain computer and network equipment
- Procuring computer parts, supplies, and materials to ensure the availability of items commonly required to repair computer hardware
- Assess malfunctions of computer hardware or peripheral devices to determine appropriate actions to maintain computer operations.
Hardware/Software Technician
Houston Community College
05.2014 - 11.2014
- Repair computers, peripherals, network equipment, and software, requiring specialized computer and electronics repair skills to maintain computer and network equipment
- Attain computer parts, supplies, and materials to ensure the availability of items commonly required to repair computer hardware
- Assess malfunctions of computer hardware or peripheral devices to determine appropriate actions to maintain computer operations.
MIS Driver/Technician
Florida Hospital
01.2013 - 04.2013
- Managed delivery schedule for information systems equipment and maintained inventory of equipment available for distribution
- Ensured all demonstration and instructional equipment were functioning correctly
- Provided first level support for end user problems and issues as well as re-imaged desktops and laptops when needed.
Communication Systems Technician
United States Army
05.2002 - 02.2007
- Installed and maintained LOS communication equipment via microwave radio systems
- Provided secure and non-secure Internet service and tactical and VOIP phones for subscribers
- Installed and configured new equipment, including computer systems, workstations, and peripheral hardware
- Received, analyzed, and maintained statistical data for continuity and planning according to regulations
- Implemented effective customer satisfaction strategies by identifying and eliminating root causes of customer issues.
Education
Bachelors of Science in Information Technology -
WGU Texas
Skills
- Applications Knowledge
- Emergency Response
- Vendor Coordination
- Software Installation
- End-User Support
- Documentation Skills
- Operating System Knowledge
- Active Directory Management
Certification
- CompTIA Project+
- CompTIA Security+
- CIW Web Design
- ISC2 Certified in Cybersecurity
Timeline
Desktop Support Analyst II
Rice University
12.2014 - Current
Hardware/Software Technician
Houston Community College
05.2014 - 11.2014
MIS Driver/Technician
Florida Hospital
01.2013 - 04.2013
Communication Systems Technician
United States Army
05.2002 - 02.2007
Bachelors of Science in Information Technology -
WGU Texas