- Designing and Printing 3D Models
- Radio Control Aircraft Piloting
- Volunteering
- DIY and Home Improvement
Christopher Shepherd
New Hill,NC
Summary
A self-motivated professional with a diverse background in the information technology field. Possesses first-rate management and customer service skills able to tackle a wide array of problems and provide effective solutions. Highly personable and self-motivated with demonstrated ability to work within groups or independently to resolve complex problems effectively.
Overview
16
16
years of professional experience
Work History
Senior Specialist - Network Operations
HCL Technologies
11.2023 - Current
- Troubleshot and rectified complex data circuit faults, maintaining optimal network functionality.
- Collaborated with team members to develop innovative solutions for complex challenges.
- Enhanced workflow efficiency by implementing process improvements.
- Provided expert guidance on technical issues, ensuring high-quality service delivery.
- Enhanced client relationships by delivering exceptional service and support.
- Provided exceptional service to US-based and international customers as part of the day shift team.
- Managed approximately 20 incoming calls and emails per day from customers.
- Updated customer on incident progress via calls and emails/
Senior Engineer Global Service Assurance
Verizon Business
03.2011 - 11.2023
- Delivered tier 1.5 support services for various financial clients.
- Addressed and rectified advanced wireless issues to enhance service reliability.
- Configured and maintained Cisco routers and switches to ensure optimal network performance.
- Developed comprehensive technical documentation to streamline internal troubleshooting processes.
- Monitored network connectivity and traffic using Internet-based monitoring tools.
- Performed duties without supervision to uphold service assurance quality.
Computer Specialist
WCI Inc
07.2009 - 03.2011
- Provides detailed troubleshooting procedures to remote customers via telephone and email mediums to ensure connectivity to the customers network via wired and wireless mediums.
- Configuration of network settings on the customer’s computers to restore/establish connectivity at offsite locations.
- Remote management of Cisco devices using secure Internet based protocols.
- Creation of technical documentation to be used internally to assist with troubleshooting network connectivity and customer computer issues.
- Monitoring of network connectivity and traffic via Internet based monitoring tools.
- Managed approximately 20 incoming calls and emails daily from customers.
- Travel to remote customer locations to cable, rack and configure onsite equipment.
Education
Bachelor of Science - Computer Management Information Systems
University of Maryland University College
College Park, MD12.1999
Skills
Excellent communication skills
Varied technical acumen
Microsoft Office Suite
Secure CRT
Cisco routers, switches and access points
Interests
Timeline
Senior Specialist - Network Operations
HCL Technologies
11.2023 - Current
Senior Engineer Global Service Assurance
Verizon Business
03.2011 - 11.2023
Computer Specialist
WCI Inc
07.2009 - 03.2011
Bachelor of Science - Computer Management Information Systems
University of Maryland University College
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