E-mail: sheph@hotmail.com
Technical Skills
Systems administrator, network administrator, helpdesk support, technical support, Windows NT, 95, 98, ME, 2000, 2k, Novell, Netware, Linux (RedHat, Debian, Caldera, Slackware), Unix, SCO UnixWare 7, Sun Solaris 7&8, Free BSD 4.x, firewall, mySQL, Oracle, Exchange 5.5& 2000, GroupWise 5&6, Sendmail, DHCP, WINS, Samba, SMB, HTTPD, Apache, IIS, SSH, FTP, DNS, NIS, NFS, support, TCP/IP, MS Office, Norton AV, McAfee AV, shell scripting, PHP, Perl, Visual Basic, C++, network security, technical writing skills, with the ability to produce precise, accurate, and grammatically correct documentation, ability to maintain project schedules, excellent organization and time management skills, able to focus on multiple projects
Experience
Electrical Management Systems Analyst II
2006 – Present
Idaho Power Corporation
· Utilize Areva e-terra Habitat to develop and implement electrical system modeling
· Customize applications to obtain necessary functionality
· Document procedures include disaster recovery, and other business processes
· Created a read only replicated data set for corporate users without compromising the security of the live systems
· Locked down all servers to baseline standards using GPOs and applying them to appropriate OUs
· Developed, implemented, documented, and maintained security patching for Microsoft products using WSUS, and Symantec using Live Update Administrator
· Worked within a highly secured network where no connectivity to the Internet exists
· Ported all traffic from corporate into a DMZ, and then into our internal network
Quality Assurance Analyst
2003 – 2006 CCC Information Services
· Develop test plans based on design specifications for software features and products
· Execute test plans, log defects, and document findings
· Configure operating systems both server and client for testing
· Create images of client systems, and update them to facilitate faster testing
· Work with routing and network configuration to simulate client environments
· Resolve client issues escalated from our support department
· Write technical bulletins to advise our customers and support of exceptional issues with hardware, operating systems, service-packs, and third party software
Technical
Support Specialist Level III
2000 – 2003 CCC Information Services
· Increased customer satisfaction by providing outstanding third level support for CCC’s product base Including installation, troubleshooting, and diagnosis of our Pathways Collision Estimating software package, and related OS and hardware issues, this demonstrates a superior knowledge of CCC’s products
· Aided customers in network configuration for NT/2000/Novell Networks/peer networks, including setup of TCP/IP using static addressing and DHCP, drive mappings, etc
· Consistently met or exceeded all set objectives throughout my tenure of employment
· Thoroughly documented all troubleshooting and fixes in our customer database (Vantive)
· Directly interacted with product development to resolve software related issues
· Developed a custom application using VB, to switch between disparate versions of our software
· Wrote documentation and tested Pathways switch program
· Assisted QA in the testing of Pathways 4.0, while documenting my findings
WorldNet Operations Supervisor
1999– 2000 Teletech
· Responsible for 300+ agents in a call center environment, did coaching and counseling with agents, and kept track of their performance. Was responsible for watching our numbers and making sure the project as a whole was running smoothly
· Responsible for hiring and terminating employees, and documentation of all counseling
· Built spreadsheet for tracking QA data that was utilized by our department
· Improved departmental relationships by acting as a liaison between QA and operations
· Assisted company by ensuring that all required reports were submitted on time
· Increased performance by closely monitoring inbound calls in relation to agents' availability, and made staffing decisions based on that analysis
Customer Care Representative
1997-1999 Teletech
· Provided support for inbound calls related to AT&T WorldNet Internet service
· Proven to maintain a 9.23-minute average handle time and a consistent average QA of 78+% for last year
· Mentored other agents to assist them with calls, improving their call handling skills and their technical ability
· Documented all troubleshooting and system information in an Oracle db running on HP-UX Sparc workstations
· Processed trouble tickets using Remedy
· Awarded Agent of the Month in October of 1997 and June of 1998
Education
2002 - Present
·
Pursuing
a Bachelors Degree in Computer Information Technology
·
Scheduled
to graduate in March of 2006
2001 - 2002 Smart Digital Technology
· Obtained CompTIA A+ certification
· Obtained MCP certification in 4 core modules for Microsoft Windows 2000 including Server, Professional, Network Infrastructure, and Active Directory
· Obtained MCP certification in Active Directory, and Network Infrastructure Design
· Obtained MCP certification in Exchange 2000
· Obtained MCSE certification
· Obtained CCNA certification.
Summary
Extensive experience installing / setting up / testing, hardware and software environments including LAN/WAN. Ability to learn quickly in a fast paced environment and adapt to changes. Administrating a mixed environment at home consisting of: NT Server 4.0, Novell Netware 5, Red Hat Linux/SCO UnixWare 7/Sun Solaris 7, Linux Firewall, 2000 Server, and Free BSD 4.0 with 4 clients. Run several domains that host web, mail, and secure shell services, I perform all administrative functions including backup/restore, routing, and security. My URL is http://www.sheph.com AT&T ISP support experience for 3 years, strong Linux and Windows 2000 experience
Interests
Church, computing, sound recording / mixing, problem solving, the Internet, programming.