Y-Kim Sheppard
New London,United States
Summary
5+ cumulative years of hands-on experience delivering technical support for hardware and software issues and managing customer relationships. Proficient in Solidworks and computer aided drafting software. Skilled in troubleshooting methodologies, printer troubleshooting, email theory, networking, browser configuration, remote app support, creating documentation for client and team wide use, cloud based phone systems, and coding languages for Windows, MacOS, ChromeOS and iOS.
Overview
6
6
years of professional experience
Work History
Technical Customer Care Specialist I
DealerTrack (Cox Automotive)
09.2020 - Current
- Consistently exceed call handling goals by accepting largest percentage of interactions on the team monthly while averaging scores of 90+ on QPAs and surveys
- Selected from a pool of 15 representatives to travel to the operations office in California to develop, document, and implement California DMV paperwork procedures for our dealerships and company wide knowledge base
- Developed company wide guide outlining how to use our proprietary java based application on MacOS computers for both client and internal use
- Utilize SQL functions within our Customer Administration System to locate or reassign inventory, locate transactions, find and/or void transaction fees, insert vehicle makes, and more
- Conduct troubleshooting to resolve IT and policy related issues such as printing errors, browser configuration, creating file paths within the hard drive, transaction errors, paperwork compliance, and java and web based application related issues
- On-boarded and trained 5+ new hires for our team while conducting progress check-ins.
Owner
Life Anthem Web Services LLC
05.2020 - Current
- Website and graphic design company that utilizes Adobe Creative Cloud Suite for graphic and logo design infused on Squarespace, Wix, and Wordpress website hosting platforms with custom code.
- I specialize in website strategy, updating content, pages, and images, web design auditing to improve design or function, domain mapping, URL redirects, SEO, analytics, and domain management.
Paraprofessional Educator
New London Public Schools
09.2018 - 09.2020
- New London Public Schools (K-12) Non-Certified Employee of the Month for November 2019
- Assessed student assignments to check quality, completeness and assigned grades
- Oversaw groups of up to 50 students at school and off-site locations, maintaining safety and security
- Provided diverse assistance to teachers, including clerical support, classroom management, lesson planning, presentations and document coordination.
Computer Sales Associate
Best Buy
10.2018 - 12.2019
- Employee of the Day on more than 5 occasions with consistent Net Promoter Score's between 85 and 100
- Researched and read up on new and unfamiliar technologies for quick and effective adoption
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
- Implemented network enhancements and upgrades while configuring hardware and software for customer work stations
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Education
Bachelor of Science - Cyber And Data Security
University of Arizona
Chandler, AZ07.2026
Some College -
University of Connecticut
Storrs, CT12.2019
Skills
- Drafting
- Computer-Aided Design
- Model Building
- Solidworks
- CompTIA A and Net Certified Experienced
- Computer Programming Experienced
- Ability to Multitask Experienced
- Communication Skills Experienced
- Leadership Experienced
- Customer Service Experienced
- Software system skills
- Computer literate
Timeline
Technical Customer Care Specialist I
DealerTrack (Cox Automotive)
09.2020 - Current
Owner
Life Anthem Web Services LLC
05.2020 - Current
Computer Sales Associate
Best Buy
10.2018 - 12.2019
Paraprofessional Educator
New London Public Schools
09.2018 - 09.2020
Bachelor of Science - Cyber And Data Security
University of Arizona
Some College -
University of Connecticut
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