Open to opportunities

Brian Shepherd

@brianshepherd

Message

Highly accomplished and strategic senior technology leader

United States

Message

What I'm looking for

Seeking a challenging role that leverages my technical expertise and leadership skills to drive business transformation and service excellence.

As a seasoned technology executive with over 20 years of experience, I have a proven track record of driving business transformation within complex global organizations. My expertise lies in support and service delivery, leveraging deep technical knowledge and business acumen to create strategies that enhance operational efficiencies, improve customer/user satisfaction, and achieve significant cost savings.

Throughout my career, I have demonstrated exceptional problem-solving skills and the ability to lead through change in dynamic environments. I am known for my ability to lead and mentor cross-functional teams to drive results and deliver on organizational goals.

I am passionate about leveraging technology to drive service excellence and efficiency, and have a strong background in IT service management, vendor management, and change management.

Experience

Work history, roles, and key accomplishments

Current

Director of IT Support Services

Current

Cohn Reznick LLP

Aug 2017 - Present (7 years 9 months)

As the National Director of IT Support Services, I transformed IT Service Management into a Center of Excellence, managing a $3.5M budget and leading a team of 42. I elevated customer satisfaction by 45% and implemented changes that saved ~$1.7M in operational costs while overseeing the global rollout of ServiceNow.

IT Service Management Customer Satisfaction Budget Management ServiceNow Change Management Operations Team Leadership Strategic Planning

Director of IT Service Delivery

Brookfield Properties

Jan 2013 - Aug 2017 (4 years 7 months)

Managed a $2M budget and a team of 24, ensuring optimal service delivery across service desk and application support functions. Developed process improvement strategies that significantly increased Tier 0 issue resolutions and oversaw the deployment of ServiceNow.

Service Delivery Process Improvement Budget Management ServiceNow Quality Assurance Vendor Management Team Leadership Application Development

IT Executive Support Service Delivery Manager

DXC Technology

Apr 2008 - May 2013 (5 years 1 month)

Oversaw VIP support services across 30+ accounts, developing training documentation and implementing new service offerings that increased revenue. Managed the transition from Windows to Macintosh for senior leadership and executed mobile device provisioning.

Training Revenue Mobile Technical Support Service Delivery Account Management Team Leadership

Senior Technical Specialist

Actuarial Sciences Associates & AON

Jan 2000 - Mar 2006 (6 years 2 months)

Monitored and supported Windows and Mac OS X systems, diagnosing and resolving technical issues. Managed data backups and provided A/V support for video conferences.

Windows OS X Troubleshooting Data Backup Technical Documentation Network Management Active Directory Customer Support

Lead Technical Support Analyst

OfficeMax

Mar 2006 - Apr 2008 (2 years 1 month)

Provided technical support and analysis, ensuring efficient operations and resolving hardware and software issues. Collaborated with teams to implement solutions and improve service delivery.