Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Susette Shepherd

Silver Spring,MD

Summary

Motivating IT/Telecom Support Supervisor effectively manages teams using proactive communication and resourceful approach to problem-solving. 20+ of experience in IT and 18+ years of experience with IT management. Well-versed in building positive relationships with customers and other stakeholders. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.

Overview

23
23
years of professional experience
1
1
Certification

Work History

IT/Support Supervisor

MNCPPC
05.2007 - Current
  • Coached and evaluated team members, improving daily operations, technical troubleshooting, and overall performance.
  • Set clear expectations and accountability standards, leading to measurable gains in team productivity and service quality.
  • Managed dynamic work schedules to align staffing with operational demands.
  • Administered and supported DPR enterprise systems, including Windows Server, Active Directory, Office 365, and Azure services.
  • Strengthened communication between staff and leadership, reducing miscommunications and missed deadlines.
  • Defined project requirements through detailed analysis of system design, scope, and deployment needs.
  • Led system upgrades and patch management initiatives, enhancing the security and reliability of enterprise applications.

Acting IT Systems Manager

M-NCPPC
12.2022 - 03.2023
  • Team Lead for the Server Infrastructure and Applications Unit, overseeing daily operations and team performance.
  • Represented DPR as a key member of the Microsoft Infrastructure Group (MIG), ensuring alignment with enterprise initiatives.
  • Served as System Administrator for Active Directory, Office 365, Azure, and core DPR applications, maintaining high system availability and security.
  • Led team projects by delegating tasks, providing feedback, and ensuring timely project milestones were met.
  • Developed and maintained work schedules to adapt to changing staffing levels and workload requirements.
  • Managed full project lifecycles from concept to completion, demonstrating strong leadership and organizational skills.
  • Supported day-to-day operations, collaborating effectively with cross-functional team members to maximize productivity and service delivery.

System Administrator

DOT-Federal Highway Administration (Contractor)
06.2005 - 04.2007
  • Managed Active Directory user, group, and computer accounts, ensuring accurate permissions and organizational structure.
  • Communicated complex technical information in clear, understandable terms to non-technical users, improving knowledge transfer and user satisfaction.
  • Provided second-level support for server-class systems, troubleshooting and resolving advanced technical issues.
  • Assisted in the successful migration of Exchange Server 2000 to Exchange 2003 for over 2,500 users, ensuring minimal disruption and secure data transfer.
  • Configured storage limits, managed Outlook profiles, migrated mailboxes, resolved mail flow issues, and administered Exchange storage groups and databases.

Desktop Support Engineer

Maryland Department Of Business & Economic Develop
07.2002 - 06.2005
  • Installed and upgraded hardware and software, coordinating installations and follow-ups to ensure user satisfaction.
  • Identified and removed malware, ransomware, and other security threats from laptops and desktop systems.
  • Maintained accurate inventory records of installed desktop hardware and software components.
  • Responded promptly to end-user support requests, providing clear and patient guidance through troubleshooting steps.
  • Documented technical solutions and updated the knowledge base to improve support efficiency and future issue resolution.

Education

Master of Science - Information Technology Project Management

University of Maryland - College Park
College Park, MD

Bachelor of Science -

Intermediate Certificate - Advanced Leadership Certificate

Montgomery College
Rockville, MD
12-2023

Skills

  • IT Service Management (ITSM) – ServiceNow
  • Cloud Computing (Azure, Office 365)
  • Information Security and Compliance
  • License and Asset Management
  • Technical Support and Documentation
  • Procurement and Vendor Management
  • Project Management and Execution
  • Team Leadership and Support
  • Onboarding/Offboarding Process Management
  • Logical and Analytical Thinking
  • Verbal and Written Communication
  • Issue Resolution and Conflict Management
  • Time Management and Prioritization

Accomplishments

  • Managed a team of 7+ IT professionals to deliver high-quality technical support and project execution.
  • Collaborated with external vendors to successfully procure and implement servers for a high-availability Citrix environment.
  • Developed and implemented a plan to use Citrix Desktop to save time on installing DPR applications on desktops.
  • Reduce DPR MS SQL software license cost by eliminating excess software licenses.
  • Spearheaded the deployment of Azure Active Directory Pass-through Authentication, Office 365 Single Sign-On, Microsoft Authenticator App and Azure Self-Service Password Reset across the DPR organization.
  • Streamlined onboarding/offboarding process for DPR

Certification

  • CompTIA A+
  • MCSE
  • MCDBA
  • Citrix

Timeline

Acting IT Systems Manager

M-NCPPC
12.2022 - 03.2023

IT/Support Supervisor

MNCPPC
05.2007 - Current

System Administrator

DOT-Federal Highway Administration (Contractor)
06.2005 - 04.2007

Desktop Support Engineer

Maryland Department Of Business & Economic Develop
07.2002 - 06.2005

Master of Science - Information Technology Project Management

University of Maryland - College Park

Bachelor of Science -

Intermediate Certificate - Advanced Leadership Certificate

Montgomery College

Similar Profiles

CREATE PROFILE
Susette Shepherd