Stephen B Zongker

*** ****** ***** **. – Valrico, FL 33594

941-***-**** acqdnt@r.postjobfree.com

Information Technology Professional

Providing innovative and progressive expertise in Technical Institutes

An accomplished Help Desk/Technical Trainer with over ten years’ experience in fast-paced technical environment, presenting and delivering revenue generating Solutions and Services, to and for the enterprise. A results driven professional that works well in breaking down the barriers between the functions and the business, communicating a clear value proposition and delivering momentum with greater efficiency and effectiveness for corporate and client goals and objectives to be met or exceeded.

Recognized for technical skills and the ability to design and reflect back the desired outcomes aligned with actionable solutions. Able to build relationships that allow for an atmosphere of comfort and confidence in the C-Suite, and for the field. Ensures that decision-makers remain active in support and always committed to net out the greatest positive outcomes. Talented to formulate short and long-term strategies, communicate values, and drive critical business decisions in order to meet or exceed stated goals and objectives of the organization.

Span of Expertise

Customer Services Performance Optimization Management Troubleshoot

Process Improvement Hardware & Software Strategic planning Networking

Configuration System Installation System Administration Maintenance & Repair

Training & Development Communications Problem Resolution Information Technology

Professional Experience

iGov Technologies Aug 2012-present

Help Desk Supervisor

Successfully lead a team of Tier 3 Field Technicians to include performance evaluations, time keeping, and certifications, which help in increasing the effectiveness of employees.

Resolved escalated customer and vendor issue, developed and demonstrated an understanding of customer and business needs that affect the team and overall business objectives.

Expertly delivered NET & sustainment training for TACLAN (Tactical Local Area Networks) systems in tactical SOF units including but not limited to SOCOM, USASOC, AFSOC, NSWG, and JSOTC.

Travelled with TACLAN training teams to SOF locations to provide training to military operators. Taught enlisted and officers on networking technologies.

Skillfully delivered Level 1/ 2 Helpdesk internally for staff. Assisted in new user account creation/ deletion in active directory, equipment setup and removal. Functioned with service desk technicians to monitor incidents and problem management processes.

Diligently supplied Field Services technician support. Respond to 24 hour a day/ 7 day per week trouble calls from embedded systems administrators in various SOF deployments worldwide.

Identified equipment failures and initiated replacement part process. Monitored health of sparring kits and recommend additions or deletions to said kits through government acquisitions processes.

MacDill Air Force Base - Abacus Solutions Group July 2007-Sep 2012

Network Administrator

Effectively functioned as a Medical Treatment Facility System Administrator following all six MDG, base and higher headquarters directives. Configured and maintained Cisco router/routing switch and related products, deployment and administration of active directory, Microsoft DNS/DHCP.

Designed and deployment of large multi-server Microsoft networks. Installed, upgraded, and maintained network infrastructure components throughout enterprise.

Successfully installed, upgraded and maintained over 30 information systems/data center hardware/software components including, but not limited to, Pharmacy Systems, Audio Care patient communication system, Coding Compliance Editor, Digital Transcription, Digital Dental Radiology, Digital Radiology, and MTF specific Office Automation systems (i.e., SQL, IIS, VERITAS, MS OS).

Accurately reported security breaches, distributed security information, and assisted with System Certification & Accreditation packages development. Ensured all Air Force Computer Emergency Response Team (AFCERT) messages/Time Compliance Network Orders (TCNO) are complied with in a timely manner to meet established deadlines.

MacDill Air Force Base - Edgesource Corp May 2007-July 2011

Senior Help Desk Technician/ Junior Network Administrator

Consistently installed, maintained, supported, and utilized various DoD networks, including diagnosing, monitoring, & troubleshooting NIPR/SIPR to ensure optimal performance.

Proficiently provided excellent customer support for 800+ users in Medical Treatment Facility supporting 50+ tenant organizations. Trained enlisted personnel on basic IT infrastructure and helpdesk techniques, which helped in increasing the organization effectiveness.

Imaging specialist based utilizing the USAF Standard Desktop Configuration, and de-commissioned PC's, and various other equipment according to DoD policies and procedures.

Efficiently planned and led training sessions for users about new procedures and policies to increase hardware and software efficiency and changes to the information technology environment.

Vengroff, Williams, & Associates- Sarasota, Florida Oct 2005-May 2007

Help Desk Technician/ Systems Administrator

Completely provided first and second level help desk solutions for second largest collections agency in the US and maintained documentation for SAS 70 requirements.

Proactively provided implementation and management of security within a 200+ PC organization. Continued clear lines of communication with both management and end users.

Installed and administer Norton’s enterprise Antivirus 10.0 software. Accountable for daily, weekly and monthly backup media (ArcStor backup software).

Technical Proficiencies & Certificates

NetApp NCDA – January 2015

Comp TIA/ A+ Certification – October 2010

VMWare VCA-D – February 2015

Secret Clearance (Granted 2009) / TS (Granted June 2013)

Hardware Skills

Wired & Wireless routers, switches (Cisco, Dell), NetApp Storage Area Networks (SAN), Virtual Networks (VMWare), desktop PC’s.

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