Diploma Steve T. Thurston

*** ******* ****** ***** ****, MCP+I abjgwg@r.postjobfree.com

Colorado Springs, CO 80919 Home 719-***-****, Cell

719-***-****

Qualifications Summary

I BRING ADAPTABLE EXPERIENCE TO THE IT AND BUSINESS ANALYST FIELDS WITH

EXTENSIVE EXPERIENCE INVOLVING QUALITY ASSURANCE, TRAINING, AND FIELD

OPERATIONS MANAGEMENT FOR HARDWARE SYSTEMS, PROPRIETARY AND COMMERCIAL

SOFTWARE SYSTEMS. I HAVE SIGNIFICANT EXPERIENCE IN THE U.S. AND

INTERNATIONAL ARENAS WITH HARDWARE AND SOFTWARE INSTALLATION, MAINTENANCE,

AND SUPPORT ON WINDOWS 7, VISTA, XP, 2000, NT AND 98 BASED PLATFORMS AS

WELL AS NETWORK, VPN AND WIRELESS TROUBLESHOOTING.

Experience

TEKSYSTEMS - COLORADO SPRINGS, CO AUGUST 2009 - PRESENT

IT Consulting

o Memorial Hospital - Installed 115 insurance card scanners in the

hospital and outlying clinics.

o Burlington Coat Factory - Installed printers and Verifone signature

pads.

o Kohl's - Installed computers, printers and all registers and other

electronic equipment in their new store.

o Kohl's - Upgraded Pin Pads in four stores in the Colorado Springs

area.

o Colorado Department of Human Services - State wide computer refresh

project - installation, recovery, imaging and troubleshooting of

systems.

HP INVENT - Colorado Springs, CO July 2002 - July 2009

Quality Lead - US Postal Support Desk (HP Contract Employee)

o Held a USPS Sensitive Security Clearance

o Supported Windows XP, MS Office 2003, Outlook 2003, Active

Directory, Networking, Netmeeting, Remote Desktop and hardware

troubleshooting and installation (Desktop, Laptop, Printers and

Scanners).

o Developed strong working relationships with client Field Management

to facilitate resolution of desk performance issues and the

resolution of standard and nonstandard technical issues.

o Communicated client desk specific process to field IT management to

maintain a high quality performance.

o Improved the Remedy ticket quality for up to 120+ Service Desk

agents and assisted with resolution of incidents where necessary.

o Consistently met the Service Level and Quality Agreement, since the

beginning of the support contract.

o Helped to ensure SLAs were consistently met by providing reports to

all stakeholders on aging tickets and performance issues and worked

with MSP desk management to ensure agents were properly trained.

o Ensured knowledge base articles were kept current and updated

appropriately.

Technical Phone Support Agent / Global GRAS Administrator

o Saved client $65K by developing a security token

tracking/replacement process which identified faulty tokens

o Assisted client's with technical support for multiple windows

platforms, Windows XP, 2000, NT and 98 Blackberries and wireless

cards.

o Provided verbal instruction and troubleshooting of client

incidents. Administered RAS and NT user accounts and handled e-mail

requests utilizing Clarify and Avaya incident tracking tools

LITHIA JEEP CHRYSLER - Colorado Springs, CO November 2001 - July 2002

Sales Consultant

o Identified clients' new car needs in one-on-one communications and

maintained follow-up service

o Acted as liaison between client and financial manager in helping to

negotiate a contract

TEXAS A&M UNIVERSITY, MEDICAL CENTER - Houston, TX December 2000 - March

2001

IT Support Consultant

o Built, maintained and repaired NT servers and Win 95/98

workstations.

DIAMONDBACK DIRECTIONAL - Conroe, TX May 1997 - June 2000

Manager, Well Planning Department

o Managed a 5 person directional well planning department

o Planned short, medium and long radius wells, multi-lateral wells,

multi-well pads, sidetracks and relief wells.

o Assisted in installation and maintenance of a Win/NT based, 16-node

local network.

ANADRILL SCHLUMBERGER - Houston, TX 1993 - 1997

Senior Well Planning Engineer

o System administrator for a local network with Windows NT, Windows

3.11, Windows 95, UNIX (Sun Solaris 2.x), plotters, printers and

MAC nodes. Purchased, set up and troubleshoot PC's.

o Performed technical directional well planning.

Training

ITIL V3 TRAINING

Computer Based Training Course

Completed 04/09 - Certificate of Completion

MICROSOFT CERTIFIED TRAINING

Microsoft Windows NT 4.0 MCSE School

MCSE Certified: Core 4 plus TCP/IP and IIS

SANTA CRUZ OPERATION TECHNICAL TRAINING

Introduction to SCO Xenix

Open Desktop Administration and Support

SCO UNIX System V/386 Administration and Network Administration

UNITED STATES ARMY - HONORABLE DISCHARGE

Top Secret Security Clearance

COLORADO SCHOOL OF MINES - Golden, CO

Mining Engineering Major (95 Hours Completed)

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