Steven Lewis Reed Ayers

**** ***** **** ** *********, CO 801**-***-*** 0204 ab2x0y@r.postjobfree.com

IT Professional III

Proven and technically skilled IT professional with over 13 years experience and in depth knowledge of

installation, management and maintenance of computer systems including: PC hardware, software and networks,

across multiple industries with a security focus.

Excel in technical challenges, analyzing, and resolving customer requests with first contact resolution and

exceptional customer service. Strong problem solving and multitasking skills with the ability to solve virtually any

IT problem within the scope of my role, including escalated problems that require engaging additional technical

resources when warranted.

Strong leadership qualifications and experience as senior team lead providing technical support, training and

guidance to other desktop services technicians.

Skills Tools Software

Skills: Tools Utilized: Software supported:

Desktop Support III

Active Directory Utilized/Supported Hummingbird Exceed

Junior Server Administration

Team leadership: training, Ticket Systems: UniCenter Service Microsoft: Office Suite 2003 2010

Desk, Tivoli Problem Management Visio, Project

mentoring and coaching

Customer Service MacAfee End Point Encryption Adobe suite

Interpersonal skills/Relationships Administrator (Safeboot)

Windows: XP,7/8

Report & Document Preparation

Connected Iron Mountain

Windows Server 2003

Multitasking

(Administration)

Inventory/Asset management

Engineering Software: MathCAD,

Remote Desktop: RDP,

Project Management

Matlab, Pro E

Video Telecom Support Specialist:

Bombgar, LogMeIn.com, DameWare

Hardware supported:

Creston Audiovisual, Polycom, and

Administration: SCCM, LANDesk Phones: all Blackberry, smart

VOIP

phone and android devices

Demonstrated ability to work AntiVirus: Norton, MacAfee

Laptop/Desktops all or most

independently, under pressure and

models: IBM, Dell, Compaq/HP,

manage changing priorities

Engineering Workstations, and

android tablets

Experience

Computer Science Corporation: United Launch Alliance Account, Denver, CO 2007 to Present

Senior Desktop Support Level III

Provided level III local and remote desktop support; project implementation for large refresh and mass deployment

projects; supervised the creation of OS builds for SCCM images for deployment. Site lead for engineering staff;

provided launch support for engineers during numerous launch events for various U.S. Air Force and commercial

pay loads. Maintained audio visual equipment for senior staff telecoms. Administration on Iron Mountain

Connected Backup, and MacAfee Endpoint Encryption (Safeboot).

Computer Science Corporation: General Dynamics Account, Denver, CO 2006 2007

Desktop Support Technician/JR Server Admin

Provided level III desktop support to executive staff with first contact/desk resolution and strong customer service

skills as well as desktop support for all staff across multiple sites. Performed general server administration

including all in house software, not limited to standard shrink wrap software, under the supervision of a senior

server administrator.

JANUS, Denver, CO 2005 to 2006

Desktop Support II

Provided level II executive level support with first contact/desk resolution and strong customer service skills as

well as desktop support for all staff. Deployed hardware and software including standard shrink wrap software,

third party software, PC image builds, and troubleshooting.

McData Subcontractor, Denver, CO July to December 2004

Desktop Support II

Provided level II desktop support, deployment and hardware trouble shooting for standard shrink wrap and third

party software; Active Directory end user account management, PC image builds; Cisco VPN and Wireless

IBM: Honeywell Account, Boulder, CO 2003 to 2004

Level II Remote Customer Service Representative

Provided level II helpdesk call center support and responded to escalated customers tickets from level 1 and 1.5.

Integration Technologies Group, Inc: Internal Revenue Service, Washington, DC 2001 to 2003

Migration Field Team Lead

Organized and implemented new computer installations entailing travel to numerous IRS sites nationwide. Lead a

team of 2 10 technicians and laborers in coordinated team movements and activities for migration process from

Windows NT to Windows XP; provided technical assistance to team technicians to resolve hardware and software

issues on the newly migrated computers. Coordinated IRS relations that pertained to a massive refresh migration

and provided equipment reports for database inventory control.

The Capital Group Inc, Washington, DC April to June 2001

Desktop Support II

Provided general level II desktop support for all staff.

Education

Art Institute of Pittsburgh, Pittsburgh, PA 1994

Associates Degree: Film and Video Production

Certifications 2000

Comptia A+ Certified New Horizons

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