STEVE TOLBERT

ac3nw1@r.postjobfree.com 904-***-**** LinkedIn

A creative and highly adaptable information technology professional with a unique blend of Project Management experience, Customer Service, Technical Support, System Administration and end user training. Provides excellent technical solutions resulting in an outstanding user experience. Highly skilled at utilizing analytical and problem solving skills across all Infrastructure areas. Adept at collaboration with internal business units, external clients and vendors to identify and fulfill specific customer needs by utilizing a keen understanding of the business objective.

QUALIFICATIONS

10+ years Help Desk Support

10+ years Data Center Experience

7+ years System Administration

7+ years Active Directory Administration

7+ years Windows Server Administration (all version)

5+ years Backup Administration

5+ years MaaS360 /MDM

5+ years ITIL

5+ years CCNA

5+ years Exchange/Office 365 Administration

3+ years vSphere Desktop

3+ years Office 360 Administration

PROFESSIONAL EXPERIENCE

Information and Technology Manager

Champion Brands Inc.

2016-Present

Jacksonville, FL

Responsible for managing all aspects of technology and overseeing the daily operations of the help desk. Handle escalated tier 3 support issues. Coordinate and manage IT Support project phases from development to execution. Acts as liaison between clients, internal departments, vendors, and consultants.

Key Contributions:

-Project management – Manage full development cycle for development requests as well as business process improvements.

- System testing, development of patches, and fixes.

-Meet with decision makers, systems owners, and end users to clarify and define business, financial and operations requirements.

-Lead design sessions in prototyping new systems for the purpose of enhancing business processes, operations and information process flow.

-Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.

-Collaborate in the planning, design, development and deployment of new applications, and enhancements to existing applications.

- Conduct research on software and hardware products to justify recommendations.

- Manage vendors and purchasing of software and hardware.

- End of the line support for all tier 3 help desk issues and escalations.

-Subject Matter Expert for all areas of infrastructure and Disaster recovery

-Backup and restore administration

-SCCM administration

-Office 365 Administration

-Active Directory administration

- Phone system administration

Desktop Support - Tier 3 /Systems Administration

Regency Centers (Developer, owner and operator of commercial real estate)

2006 2015

Jacksonville, FL

Integral team member providing technical training, desktop support and system administration in an environment of 500+ users. Coordinated with business executives, subject matter experts, help desk, and data management teams in a 24/7 availability environment. Provided Tier III technical support for hardware/software troubleshooting and maintenance. Utilized excellent problem solving and analytical skills, as well as strong verbal and written communications skills. An extremely positive attitude, dedication to maintaining the highest level of quality, a superior work ethic and a strong sense of integrity.

Key Contributions:

-Office 365 Administration

-Maas360 Administration

-SCCM Administration

-Mitel/Avaya Administration

-System Imaging

-Backup and restore administration

-Provided fast response time and accurate IT Support, as well as quality customer service as proven by a 95% overall customer satisfaction survey score.

-Identified technology needs of financial services business unit and created an effective folder security matrix to verify resource ownership and minimize unauthorized access to sensitive data.

-Responsible for creating and implementing group policy across the domain.

-Acted as an IT ambassador by effectively communicating with departments across the enterprise as well as external clients, and acted as the primary point of contact for the management of escalated technical issues.

-Designed and implemented training courses on specific software applications, Microsoft Office Suite, and Windows 7/8/10 deployment to employees with varying levels of technology knowledge, skills, and abilities.

-Managed employee onboarding process.

-Led project to streamline the employee onboarding and deboarding process; documented the IT procedures to reduce errors and increase efficiency.

-Created quarterly technology newsletter to demystify and bridge the communication gap between IT and end-users.

-Proposed strategy for utilizing local IT resources, collaboration, and remote assistance tools to reduce annual travel costs by %20.

-Designed and implemented companywide Security Awareness program. Reducing security risk incidents by 65%.

Technology Support Specialist

ZC Sterling (Specialty insurance provider for residential mortgage servicing)

2003 - 2006

Jacksonville, FL

Provided Tier II level end-user support. Assisted with critical system outages, troubleshooting, software upgrades, and system rollouts. Displayed strong writing and speaking abilities necessary to explain technical issues in a clear and compelling manner to end-users of various levels of technical skill. Delivered technical training courses to company of 500+ employees, including classroom facilitation, train the trainer, webinars, lunch & learns and Q&A sessions.

Key Contributions:

-Provided IT support for end-users on multiple software packages, Windows, Microsoft Office Suite and hardware/software support.

-Provided troubleshooting via remote assistance.

-Used analytical skills to troubleshoot and resolve hardware/software issues.

-Maintained SLA’s while demonstrating dedication to quality service.

Customer Service Mentor

Washington Mutual (Mortgage Servicing Division)

1998-2003

Jacksonville, FL

Team lead for customer service mentors within a mortgage servicing call center environment. Handled escalated presidential issues on behalf of the Executive Officers of the corporation. Provided ongoing training of clients and Washington Mutual employees in the use of Seibel and MSP. Primary customer service point of contact for internal and external users in every area of mortgage servicing.

Key Contributions:

-Implemented lunch & learn sessions and created customer service initiatives to promote higher customer service quality and efficiency.

-Resolved escalated mortgage servicing issues on behalf of the executive officers, and interacted with state agencies to maintain compliance with statutory guidelines.

-Demonstrated ability to effectively manage escalated issues.

EDUCATION

-University of North Florida, BA Psychology (in progress)

-ITIL v3

-CCNA

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