Technical Support Software

Steve Siebenaler

**** *. ***** ****** *******, IL 60645

Phone: 773-***-****

E-mail: ********@*******.***

Support Manager, Omnicom Media Group

March 2017 to present – Chicago, IL

Major Roles / Projects:

Coordinating support efforts between native resources & personnel and newly outsourced 1st and 2nd level support team

Developing standards and practices for newly outsourced 1st and 2nd level support team

Providing input on newly outsourced 1st and 2nd level support team performance using ITIL guidelines for Continual Service Improvement

IT Supervisor, Omnicom Media Group

September 2008 to February 2017 – Chicago, IL

Major Roles / Projects:

Managing the help desk team’s day-to-day tasks and setting daily, weekly, monthly and yearly priorities

Providing a point of escalation to top-level internal and external support resources

Acting as liaison between the end-user and IT resources & personnel

Conducting candidate searches and interviews for open positions

Mentoring and providing career planning for help desk team

Working with HR and upper management on employee performance and conduct issues

Participating in and leading weekly and monthly regional status reports for national IT meetings

Leading, planning and executing various national and regional projects: o Renovation of entire floors

o SharePoint training/onboarding for client teams

o Establishing end-user hardware standards

o File permission audits

o Office location setup/teardown

Identifying team training needs and subject-matter expert development

Working with IT upper management for yearly budget planning

Responsible for creating/updating new hire technology onboarding materials for all NA companies

Responsible for allocation/approval of budget for mobile phone deployments

Responsible for regional BCDR (Business Continuity / Disaster Recovery) team coordination and process management, coordinating with company business leaders

Responsible for vendor coordination of network infrastructure installation and repair

(AT&T, Cisco, Verizon, etc.)

Remaining hands-on with all hardware and software support in previous role Systems Support Engineer, Omnicom Media Group

March 2004 to August 2008 – Chicago, IL

Major Roles / Projects:

Providing regional 1st and 2nd level hardware, software, A/V and network support for approximately 600 employees throughout the Midwest region

Providing 24/7 multi-national on-call support services on a weekly rotation (approximately 5000 users)

Providing installation, configuration, and hardware & software support for Dell servers

Providing regional domain support via Active Directory

Providing regional Microsoft Exchange 2003 server support & user configuration

Regional management of various company-wide projects including: site installations, software rollouts & upgrades, LAN infrastructure upgrades, domain migration, and inventory management

Primary regional administrator for Symantec Veritas NetBackup 6.0 software

Primary regional administrator for Symantec Altiris Deployment Solution 6.0 to 6.9

Primary regional administrator for EMC EmailXtender e-mail archiving system

Creating training materials for colleagues and end-users

Training IT department employees in various software, hardware, and network troubleshooting techniques and procedures

PC Technician, FBOP Corporation

February 2003 to March 2004 – Chicago, IL

Major Roles / Projects:

Providing 1st and 2nd level hardware, A/V and software support for approximately 500+ users covering 28 different building sites

Providing 24/7 national on-call services on a weekly rotation

Secondary regional support for Avaya telecommunications systems software, hardware, wiring, and vendor support coordination

Network Field Engineer, Sky Bank

April 2000 to December 2002 - Bowling Green, OH

Major Roles / Projects:

Providing 2nd level hardware, software, phone, A/V and ATM network support for approximately 500 users, covering 17 different building sites

Managing company-wide projects such as implementing Altiris Deployment Server for inventory replacement, OS upgrades, software testing & rollouts, and phone systems support

Providing 24/7 company-wide on-call services on a weekly rotation

Providing hardware support and configuration for Compaq servers

Providing company-wide training materials and support for various software, hardware and network support processes for end-users and colleagues Help Desk Specialist, Sky Bank

October 1999 to April 2000 - Bowling Green, OH

Major Roles / Projects:

Providing 1st level hardware and software support for approximately 1500 users at approximately 60 different building sites

Providing configuration and support for Compaq desktops and laptops Technical Skills

17+ years providing technical support for Microsoft Windows Server from version NT 4.0 to Server 2012 R2 Datacenter

17+ years providing technical support for Microsoft Windows from version Windows 95 & NT to Windows 10 (64-bit)

17+ years providing technical support for Microsoft Office Professional suite of products from version 97 to Office 365 ProPlus

17+ years providing configuration and support for Compaq, HP, and Dell desktops & laptops

17+ years providing configuration and support for Compaq, HP, and Dell servers

17+ years providing configuration and support for Xerox, HP, Dell and Canon laser printers

17+ years providing configuration and support for various audio/visual systems

16+ years providing regional network infrastructure support working with TCP/IP, DHCP, DNS, physical LAN wiring, light configuration of Cisco switches and working with vendors such as AT&T & Verizon

15+ years as primary regional administrator for Altiris Deployment Solution from version 6.1 to 6.9 providing PC imaging and software deployment

14+ years providing regional support using Active Directory to create accounts & groups and troubleshoot problems with security permissions, login scripts and distribution lists

13+ years providing administration, hardware, and software support for mobile devices

(iPhone and Blackberry)

13+ years providing technical support for various industry-specific software in the marketing services industry

13+ years providing technical support for Cisco VPN Client 5.x

13+ years serving as regional administrator for Cisco Unified Communications Solutions using Cisco Unified CM Administration up to version 10.5.2 and Cisco Unity Connection Administration up to version 10.5.2

9+ years providing administration of Veritas/Symantec Backup Exec & Netbackup from version 5.0 to 7.5 providing data backup and restoration

8+ years providing technical support and administration for Cisco WebEx Meeting Center up to version 30

8+ years providing technical support and administration for Cisco Jabber up to version 10.6.3

7+ years providing technical support and administration for Microsoft SharePoint up to version 2013

7+ years providing technical support for Microsoft SQL Server from version 8.0 to 11.0

6+ years using VMware vSphere Client and vCenter Server from version 4.0 to 5.5

5+ years as secondary administrator for company-wide Exchange 2003 e-mail Technical Skills continued

5+ years providing technical support for Proofpoint Secure Share bulk e-mail solution and Proofpoint Protection Server spam manager

4+ years providing technical support for McAfee VirusScan and using ePolicy Orchestrator 5.3 for installation and compliance

4+ years providing technical support for various industry-specific software in the banking industry

3+ years as regional administrator of EMM (Enterprise Mobility Management) suite using MobileIron Atlas up to version 1.3.0.74

3+ years providing regional WAN network account support via Novell Administrator

3+ years configuring and troubleshooting uniFLOW 5.x for Canon multifunction printers

2+ years working with Microsoft System Center 2012 R2 Configuration Manager (SCCM)

2+ years as secondary administrator for company-wide Novell GroupWise 5.0/5.5 e-mail

2+ years using and providing feedback on Cherwell version 8.x

1 year as secondary administrator for company-wide Avaya phone system

1 year using and providing feedback on Helsinki version of ServiceNow! Education

Bachelor of Science in Business Administration - Bowling Green State University, 1998 Training

ITIL® Foundation Certificate in IT Service Management Camp IT – IT Leadership Strategies conference

VMware – vSphere 4: Install, Configure, Manage

Symantec – Veritas NetBackup 6.x for Windows, Administration Microsoft Certified Training - Managing and Maintaining a Windows Server 2003 Environment References available upon request

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