Steve Klemetti

706-***-**** ac1p0d@r.postjobfree.com

Desktop Technician

Summary of Qualifications

IT professional with a proven record of enhancing technical support procedures and surpassing customer service level objectives. Twenty years of Systems Administrator/Desktop support skills with small to midsize to global companies.

Provided support for clients – internal and external. Responsibilities included Network Operations Center/ Service Desk support. Handling requests escalated from Level 1 resources, train and mentor junior colleagues, improve processes and procedures for better inter-departmental interactions and contribute articles to the support library.

Personal strengths include the possession of strong problem solving skills, interpersonal skills, superior teamwork and organizational skills, time-management skills, high ethical standards, personable; also able to multitask, able to excel in a fast paced work environment affected by changing schedules and priorities.

Career Experience

Print Central, Columbus, Georgia July 2016-present

PC support/Graphic Design/ vinyl signs

DiSys contracting for Amtrak, Atlanta, Georgia April 2016 – July 2016

Incident Manager

Provided ownership and responsibility for end-to-end management activities for all Severity 1 & 2 incidents.

Worked closely with the Change Management and Problem Management teams to track all identified tasks related to Root Cause Analysis (RCA).

Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of root cause analysis.

Performed notifications and status of all incidents to high-level internal leadership and client while managing SLA's.

Handled lower Severity Incidents for VIP End Users.

Intercall/ West Corporation, West Point, Georgia July 2015 – April 2016

Sr Enterprise Systems Technician

Remote and local desktop/laptop hardware/software repair and configuration

Windows Active Directory domain admin; managing user accounts, group policy, Powershell Scripting

Used Cisco WebEx technology to assist customers remotely. Exchange/ Outlook support

Resolved hardware, software, and VPN issues in a ticketing system.

Deployed, and reimaged machines using Microsoft SCCM, and pushed updates and software, IMACs for new hires and exits, maintained asset inventory

Total System Services (TSYS), Columbus, Georgia 2011 – 2015

Operations Technician II

Provided support for data centers, call centers and clients:

Incident management process: Orchestrated recovery of severe service outages and high-risk implementation in 24x7 environment. Communicated with executive team members during major outages. Identified areas of improvement during outages.

Drove improvement through ITIL disciplines.

Tracked and logged incidents and performed root-cause analysis, created incident reports. Advised of monitoring policy and corrections with documentation. Tracked process efficacy using established Key Performance Indicators - KPI.

Service desk role – Monitored Windows and Unix servers, client connectivity and network devices’ health, along with website monitoring with Sitescope and Gomez/Dynatrace.

Fielded phone calls from clients (internal and external) and assisted with troubleshooting, assigning problems to higher level technicians, assisted with maintenance outages, change management, escalated high severity incidents to management.

Quickly accessed issues and gathered relevant resources to bridge/chat conferences.

Provided friendly, prompt and helpful service to clients

Print Central & Signs, Columbus, Georgia 2004 – 2011

Graphic Designer/ System Support/ Press Operation

Installed, configured, and maintained network, server, workstations.

Kept the system running so production can get done.

Programmed workflow database and accounting system in Microsoft Access.

Performed graphic design, plate making, press operation, machine repair

Trained and supervised employees to assist

Kent Communications Inc., Grand Rapids, Michigan 1993 - 2003

System/Network Administrator

Led data processing department which included hardware, software installation & production

Conversion of system from Prime minicomputer to PC network through installation of hardware and software of 30 user Novell Netware (3.12/5/6) servers and 20 user Windows NT/2000/2003 servers.

Purchased, installed and configured desktop computers in the network.

Administered, configured, maintained, cabled and troubleshooting of network.

Installed FAXserve, Arcserve backup software, Zenworks, firewalls and internet access through ISDN router and T1’s

Installed and administered GroupWise GroupWare email and messaging and Exchange and NAMP (Novell Apache MySQL PHP) Web services.

Programmed database in Microsoft Access for accounting system and mailing list processing.

Education

Associate Degree Data Processing / Accounting Baker College, Muskegon, Michigan

Microsoft Windows Server & SQL New Horizons Computer Learning Center, Grand Rapids, Michigan

Certifications

CompTIA A+ CompTIA Network+ ITIL v3

MCP (Microsoft Certified Professional) MCSA (Microsoft Certified System Administrator)

Skills

Windows XP/7/2000,2003,2008

Novell Netware 3.12,5,6

VMWare Vsphere

Apache

CA Spectrum

SNMPc

HP Operations Manager

SCOM

Netcool

Sitescope, Gomez

Ace Live

SCCM

Exchange

Outlook

Lotus Notes

Lync, Skype

Remedy

HP Service Manager

CA Service Desk

SCCD

Microsoft Access

Microsoft SQL

MySQL

Sharepoint

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