Willie James Sheppard Sr.
Lakeland,Florida
Summary
Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service. Friendly Help Desk Technician with 8 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
32
32
years of professional experience
Work History
Help Desk Technician
Computer Generated Solutions
04.2015 - 12.2016
- Support for Honeywell and Dell Computers Customers, setting password and VPN access to computer Systems, Support for Outlook, Lync MS Software
- Streamlined help desk processes for increased productivity and improved response times.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
Senior Engineer Design and Support
Lockheed-Martin
02.1985 - 10.2000
- NAVSEA (Naval Sea Systems Support), Air-Traffic Control Radar Support and Design Systems, National Weather Service Systems
ARTSIII Specialist
Lockheed-Martin
08.2000 - 09.2000
- Automated Radar Terminal Systems Air-Traffic Control Support, design, and implementation Air-Traffic Control Radar and Terminal and Computer Systems.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
Senior Lead
ARTS II
04.1992 - 10.1999
- Troubleshoot and repair defective Computer Systems and Software, UYK-43 Tactical Defense Computer System, Leadership Specialist on the IOC (Input/Output Controller), Vibration Module Specialist, FS-1000 Designer (USPS)
- Led a team of technicians to successfully complete projects within deadline, ensuring high-quality results.
- Improved customer satisfaction rates by providing timely and effective technical support.
- Oversaw the installation and maintenance of hardware and software systems, reducing downtime and increasing overall productivity.
- Reduced equipment failure rates through diligent preventive maintenance procedures, minimizing downtime costs.
- Ensured compliance with industry safety standards through rigorous inspection and testing protocols, maintaining a safe work environment for all employees.
Senior Lead in ARTS II Programs and CAC (Customer Assistance Center)
Sperry Rand
02.1985 - 03.1992
- Improved customer satisfaction by addressing concerns and providing timely resolutions.
- Reduced wait times for assistance by efficiently managing high-volume call queues.
- Enhanced team performance with consistent coaching and constructive feedback sessions.
- Streamlined internal processes, resulting in a more organized and efficient workflow.
Education
Graduate - Cyber Security
University of Phoenix
Phoenix, AZ08.2018
Masters - Management Information Systems
University of Phoenix
Phoenix, AZ04.2017
Bachelors - Electrical Engineering and Communication Technology
I.T.T. Technical Institute
12.2015
Bachelor of Arts - Business Management
Tampa College
Tampa, Florida09.2007
Bachelor of Science - Computer Science
Tampa College
Tampa, FL05.1995
Skills
- Support Ticket System Management
- Ticket Management
- Network Infrastructure Monitoring
- Issue Resolution
- Remote System Analysis
- Technical Documentation
- Help Desk Software
- Database Maintenance
- Remote support
Accomplishments
Made President Honor Roll with a 4.0 GPA
Dean's list 3.4 GPA
Work Location
Remote work from Home
Personal Information
Title: Engineer
Timeline
Help Desk Technician
Computer Generated Solutions
04.2015 - 12.2016
ARTSIII Specialist
Lockheed-Martin
08.2000 - 09.2000
Senior Lead
ARTS II
04.1992 - 10.1999
Senior Engineer Design and Support
Lockheed-Martin
02.1985 - 10.2000
Senior Lead in ARTS II Programs and CAC (Customer Assistance Center)
Sperry Rand
02.1985 - 03.1992
Graduate - Cyber Security
University of Phoenix
Masters - Management Information Systems
University of Phoenix
Bachelors - Electrical Engineering and Communication Technology
I.T.T. Technical Institute
Bachelor of Arts - Business Management
Tampa College
Bachelor of Science - Computer Science
Tampa College
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