STEPHEN ERIC RUDD

Comprehensive IT support experience from call center through every tier of support. Operations in a production retail and NOC (Network Operations Center) capacity. Career IT support history from call center and 1st tier through to 3rd tier operations and enterprise project support.

CERTIFICATIONS

Certifications ITIL CCNA A+ MCP Degrees MBA BA

Proven service desk, operations, network, application and production support analyst.

OPERATIONS & SUPPORT ANALYST EXPERIENCE [2000-PRESENT]

Google *Zenith, Seattle Washington 09/2016-03/2017

Support Analyst, Operations Analyst, Business Analyst

Worked on the Cross Media Panel project in the Consumer IQ (cIQ)/ Ads group. Primary role as gTech (Google Tech) supporting partner operations, consumer panelists, and the project developers. Core project concept was for panelist participants to provide consumer data for ad research in exchange for incentives.

Supported core application on multiple platforms by browser extension (Firefox, IE, Chrome), App (iOS and Android) as well as a TV and a router based system. Support was primarily based on email response and through an internal ticketing system. Additionally, communicated bugs and trends in Bug tracking tool (“Buganizer”) for the development team.

Technical writing and documentation:

- FAQs: Wrote FAQs for an upcoming router based panel as well as a discontinued fiber panel.

- Internal Procedures Doc: Wrote a provisioning guide for 3 Chrome based hardware form factors for the app (Chromebit, Chromebase and Flipbook) used for a tv meter panel.

- Canned Responses Edit: Copy edited existing canned responses used by the team to remove redundant (by approximately half of the total) and outdated responses, and consolidate as well as rewrite content down to a few active canned responses to provide to a future vendorized 1st tier support.

Business Intelligence (BI):

Support in identifying trends to help identify ad conversion, and searchable content for senior BI analysts.

BlueHawk LLC, Redmond Washington 03/2016-07/2016

IT Support Manager

Operations (Global Retail) as a managed service resource. Managing Priority 1, Critical, and Crisis level events/incidents within the Microsoft Retail Stores Group on RedWest campus.

Primarily worked with Tier1 support agents to improve the documentation on tickets using SCSM and service now. My focus was on the Midwest market sector for Microsoft retail stores, and I would touch approximately 100 tickets a day.

SCSM (CRM/Ticketing System), Service Now (CRM/Ticketing System)

STARBUCKS, *Apex Seattle, Washington 10/2015 – 03/2016

Tier 3 SERVICE DESK ANALYST

Retail Production/Operations Support. Projects supported include major production initiative Upgrades at the stores:

Spotify music system, Drive through display support/deployment primarily troubleshooting diagnostics hardware (Drive through Evolved), POS support for register image, and credit card payment system hardware (Veriphone).

Escalation/Dedicated 3rd tier with service desk ticketing in Remedy.

Coordinated/collaborated with: vendors, field techs, 1st and 2nd tier help desk- in support of project initiatives.

QUEST DIAGNOSTICS, *Intermedia Group Seattle Washington 01/2015 – 06/2015

Desktop Tech, Service Desk

Training and support for proprietary medical billing (and diagnostic) software (Care360) & accompanying hardware/networking for internal Quest clinics as well as external medical clinic/lab/hospital customers for Washington State territory for nurses, physicians, and staff.

Ticketing tool experience: HP-Openview for Incident Management.

Imaged and deployed Care 360 Windows 7 PC desktops for a pool of over 500 medical facility customers

Assists customers in usage of hardware and software.

REMEDY (CRM/ Ticketing system)

THE WALT DISNEY COMPANY, *Randstad Seattle, Washington 11/2013 – 09/2014

Desktop Tech, Service Desk

Worked for the Disney Interactive (DI) IT director and California based core team. Served Seattle customers in the Parks and Resorts Online (WDPRO) and Disney Interactive (DI) orgs with approximately 200 users.

Provided cross coverage for lead analyst at Bellevue office for Marvel/ Playdom groups now under DI- with approximately 70 users. [About 270 total users supported].

Used ServiceNow for Incident Management and supported a mixed Mac OSX/ Windows 7 PC environment.

Mac OSX and IOS support: Set up, application support, connectivity and maintenance for OSX on MacBook Pro and MacBook Air. IOS support for iPhone mainly for connectivity and maintaining VPN to reach company email.

Windows 7 support

Assist in SSL VPN configuration for remote connectivity.

Network application and administration of accounts (Network users, email, logon scripts, imaging database, private drives, Remote Access, internet email.)

Network administration of group rights and permissions. (Active Directory)

Basic troubleshooting of printer and multi-function device issues.

Network connectivity hardware (cables, ports, etc.)

Service Now (CRM/ Ticketing System)

CATHOLIC HEALTH INITIATIVES (CHI), Tacoma, Washington 01/2013 – 05/2013

Operations Analyst

Managed emergency communication service for the 1280 active devices (and their users) throughout multiple regional hospitals and medical clinics end to end: from purchasing, activation and configuration, returns, device programming, inventory management, billing, accounts payable to technical support and delivery- with service requests primarily coming from the Remedy ticketing system.

Maintain assets and inventory database.

Assist customers in usage of hardware and software.

SWEDISH MEDICAL CENTER, Seattle, Washington 11/2011 – 03/2012

Network Operations Engineer (NOC) & SERVICE DESK ANALYST

Monitored for alerts and coordinated appropriate response for on call engineers [Cloverleaf, SCCM, ORION]

Maintained uptime for all devices: servers, medical devices, switches, printers, and maintained Epic data flow.

Provided after hours service desk support for Swedish help desk in a 24x7 environment. Provided Backup and disaster recovery

Assists in maintaining operating procedures and documentation.

Monitor and provide basic administration of servers which were directly outside the control room where I worked from in the primary Swedish data center.

24x7 Environment

Remedy (CRM/ Ticketing system).

REI (HQ), Kent, Washington 03/2011 – 09/2011

Service Desk Analyst

Support Analyst during Helpdesk transitional scale-up and XP/Windows 7 migration and infrastructure upgrade. Provided voice, email and chat technical support across all REI properties servicing all REI employees for: Point of Sale (POS) and related hardware, desktop, printers, phones, remote access and all company applications using Waypoint ticketing system. Worked closely with NOC and onsite engineers coordinating on multiple network issues enterprise wide, and by individual store front. [SCCM]

Windows 7 Support

Maintained an average call taken percentage higher than anyone else in the group (of about 5 people. 2 contract/ 3 full time) for the majority of the Months I was on assignment- which was 40+ calls daily.

Service Now (CRM/ Ticketing system)

MICROSOFT, Redmond, Washington (Various contract roles) 03/2001 – 08/2010

IT Support Analyst

Pilot project for CSS Group. Project concept was the creation of a new support model based on enabling a cost free incentive based bidding structure while providing quality controlled customer support for customers outside of warranty by a web embedded application called "Tech Support MarketPlace". Provided UI and support model testing.

Windows 7 support

Pilot project for Windows group providing email support for multiple internal testing tools. Improved process/support quality for T2/T3, providing email support on multiple tools, providing process flow documentation and helped to develop the support infrastructure with the team for the pilot, as well as email disaster recovery for Outlook.

Primary role was to monitor quality for offshore MSN call-center support staff. Provided daily and weekly call quality summaries for the benefit of the specific service delivery managers (SDMs) in charge of specific offshore sites. Increased customer satisfaction through streamlining call support flows, utilizing process analysis. Integrated process maps into Visio flow charts and documented to the internal MSN knowledge base benefitting MSN support agents.

Provided Visio application support using Clarify for customer/ issue tracking; documented and resolved drawing inquiries. Documented solutions and provided the scaffolding to migrate support to online self-help.

Takeaway: These pilot and continuous improvement projects provided an excellent hands on usage of ITIL principles. Skills demonstrated are analyzing current processes and tools and working with the team to improve these processes for the purposes of customer satisfaction and workflow efficiency.

IT Ticketing Tool used was Clarify. Demonstrated skill in documentation and email and phone email technical support for external Microsoft customers. Team built first Microsoft online support offering for Visio after initial buyout of Visio.

CRANE ELECTRONICS, Redmond, Washington 08/2007 – 02/2008

Service Desk Analyst

Help Desk role during telecom/network upgrade at Crane. Incoming issues included: telecom support, printers, User account management: hardware setup to troubleshooting and repair. Also designed and implemented imaging solution for all new users and as disaster recovery option (for all machine types) using Norton Ghost.

Windows 7 support

Imaging with Norton Ghost for all PC machine types at the company.

GOLF SAVINGS BANK, Seattle, Washington 08/2006 – 02/2007

Service Desk Analyst

Help desk support using Track-It.

Set up users with custom imaged machines/hardware sourcing/ inventory tracking.

Maintain assets and inventory database.

TELECOMMUNICATION SYS. (TCS), Seattle, Washington 10/2004 – 08/2005

IT support Analyst

Provided VoIP data solutions for the deployment team on a FCC mandated E911 rollout to Emergency Centers nationwide with a variety of carriers. Moderated the testing of calls ensuring viability of data, verified the data was accurately routed Testing consisted of pre-scripted Unix commands as well as targeted SQL queries for the purpose of determining if the location data was passed correctly to the PSAP (Emergency Center)

SPEAKEASY (Now Megapath), Seattle, Washington 09/2001 – 08/2002

Call Center Technical Support Analyst

Provided phone and email technical support for customers on an issue by issue basis in high volume call center. Conducted network support (DSL/VoIP/T1/IDSL), hosting, billing, sales and retention support.

High Volume and High pressure call center environment and took a higher than average number of calls.

Service Desk/ Operations support: Remote Desktop, Desktop/Hardware Support for Mac and PC, Application and OS Support (Windows, Office), Network Connectivity and uptime.

Network and Operations support: User Management, Router Configuration, Server maintenance, Disaster Recovery, TCP/IP, Active Directory, VPN and VoIP

EDUCATION & TRAINING

MBA, Technology Management 2009

University of Phoenix

Bachelor of Arts (BA) in English 1994

Pacific Lutheran University

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