Tim Scheppard Email & Phone Number

Plymouth, Mn

Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365. Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal. Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers. Demonstrate a highly developed sense of integrity and commitment to customer satisfaction. Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Using remote control tools to assist customers when needed. Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base. Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool. Anticipates customer needs and proactively identifies solutions. Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time. Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems. Escalate high priority, high impact issues to the internal support teams. Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.). Work in a low-wall cubicle environment with moderate noise levels.

Minneapolis, Mn

Coordinate the support team in the call center Field calls from clients. Assign client tickets to the appropriate support personnel. record information into the service ticket software to create history on issues. write documentation of the procedures we use to fix issues in our software. Record time per ticket in Standard Time, assure that my teams time is correctly recorded. DESKTOP SUPPORT - Build computers for new employees, adding SQL, Visual Studio, and other software to those systems. DESKTOP SUPPORT - Troubleshoot any issues with other computers, used by company personnel.

Bloomington, Mn

Troubleshot any problem that user might have while using their computer. 1 year of extensive experience with SCCM.Installed and trouble shot most any program and make it work for the user. Worked with network team to assure connectivity.Supported iPhone, iPad, and Android mobile devices for internal employees.Used several different RDP programs to remotely connect to end users computers, to repair problems.ServiceNow, Peregrine, Remedy ticket management systems used and supported.Worked with outside vendors getting their software to work with our software. Extensive customer service and client facing responsibilities, working with internal employees of all levels, as well as outside vendors for different services.Have worked with Oracle, Cisco, Microsoft, Apple, Tech Smith, ADP, and many other vendors.Proficient in Office 2010, Office 2013, Office 365, Windows XP, Windows 7, Windows 8, 8.1, and Windows 10. Imaging systems with Symantec Ghost, or backing up data separately by other means. Restoring data to a re-imaged system, new or old.I initiated a New process for keeping track of software installed, such as what needed to be recorded, Software installed, date installed, computer name installed on, End user.Involved with improving the imaging process, using Symantec Ghost and SCCM, imaging multiple systems at a time, setting up Hardware and network connections for this as well.