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Technical Support Customer Service

Lansdowne, Pennsylvania, 19050, United States
January 01, 2018

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Stephen Lockwood

*** ********** ******, *********, ** 19050



Nearly30-years’ experience as a Network/LAN Administrator and Messaging and Software Support Analyst. IT Professional with extensive experience in client facing and pressure situations. I’ve developed strong analytical skills and can solve complex technical problems. I am a team player who can work under pressure, and who communicates well and goes the extra mile to achieve objectives and deliver the highest level of customer service and value for my company.

Employment History

Thomson-Reuters Tax & Accounting

Lead Technical Support Analyst/Network Administrator June 2003 – March 2017


Supervise five analysts in technical support of tax and accounting software for major banks and legal firms. Also supervise desktop support of approximately 50 end users.

Administer Active Directory user, group and computer workstation objects; manage Cisco CAD; support Microsoft SQL Server 2000/2005, Advantage Database Server, Goldmine, MS Outlook, ArcServe backup system, Microsoft Office 2003/2007 applications.

Work with Trend Micro anti-virus, remote support, VPN clients.

Administer Cisco 3825 routers, Cisco PoE switches.

Write VB/WMI scripts for server administration as needed.

Provide customer support in the areas of: Citrix Xenapps, MS Terminal Server, Sybase.

Use SalesForce problem management and call tracking database.


I was a Site Lead of a corporate project team to convert existing Siemens PBX to voice over IP Switch, and upgrade T-1s and Cisco routers. I worked with MPLS, T-1s, Fiber circuits, ANDA, Cisco 3825, Cisco IP Phone Switches, IOS, Call Manager, and desktop phones to successfully implement this project.

I was also a Lead Applications Analyst for Sybase Server and my ongoing work installing and supporting Sybase for hundreds of Thomson-Reuters customers had boosted Sales revenue since May 2008 by $570,000.

IBM/Lotus Development

Principal Technical Analyst, Systems Integration May 1996 – July 2002


Supported field engineers for all Email connectivity, directory and network management software for Microsoft Exchange 5.5, Microsoft IIS, Lotus Domino, Novell Groupwise, SMTP hosts and Pop3/IMAP4 clients on MS NT Server and MS-2000 Server, IBM AIX. Worked with Oracle, Novell Netware, Microsoft IIS Web Server, HP Openview.

Worked on site at major clients (Bank of America, Intel, City of New York, Ernst & Young, Morgan Stanley, The Hartford Insurance and others) on email migration and Y2K projects.

Developed Perl, DOS-Batch and Rexx test scripts and one test tool in C.


I was a Lead Technician for LAN Email on a Y2K migration project that delivered $250,000 in Support Engineering Services revenue. My team planning with the Project Manager resulted in promotion to a Principal Technical Analyst for Email Systems Integration.

Achieved four IT Industry technical certifications: Microsoft MCSE, MCP-IIS, Lotus CLS (Server Administration and Programming) and Novell CNE. Trained for Cisco CCNA.

Software Quality Assurance Engineer Dec. 1994 – May 1996


Built and administered large test networks comprised of Windows/Intel and UNIX workstations.

Wrote detailed test plans, performed integration and acceptance testing, and stress testing. Teamed with Developers, other QA Engineers, Support and Product Marketing.

Worked with Visual C++ debuggers, C++ functional specifications and build tools.

Systems Engineering on MS Exchange 5.5 Server, 2000 Server, Lotus Domino, Windows NT4, AIX, Oracle, Netware, TCP/IP, DNS, DHCP, FTP, SNMP, SMTP, X.400.


Brought MS Exchange 5.5 and Lotus Notes/Domino Email connector products to general customer release under tight deadlines. My efforts resulted in Product Marketing being able to maintain timely releases and stay competitive within the industry.

Senior Technical Support Analyst (Soft-Switch) Dec. 1992- Dec. 1994

Provided Level 2 technical support for LAN (ccMail, MS-Mail, Groupwise, Notes) Email connectors to Email backbone switches and was awarded LAN Support Specialist of the

Year (1994) and played a significant role in product development efforts.

Bristol-Myers Squibb

Network Administrator, Contractor -- MIS September 1990- Dec. 1992


Managed Novell Netware token-ring/Ethernet test network (PCs and Apple Macs).

Tested and wrote evaluation reports on SNA gateways, LAN email gateways, Optical drives, network backup, document management, imaging and publishing systems. Assisted three project managers.


Acted as the first line of customer testing for MIS management and the Office Systems Group by publishing white papers, systems benchmarks, technical papers and reports. Documents

served as an internal decision point for emerging technologies.

Acquired critical skills to move within the industry from my work on LAN Email systems.

Education, Technical Training and Industry Certifications

Global Knowledge, Philadelphia PA

September 2005 Microsoft SQL 2005 Server Administration and T-SQL

Net Train, Mt. Laurel NJ

April 2002 – May 2002, Oct. 2002: Cisco Routers and Switches – CCNA boot camp.

Camden County College

February 2002 – May 2002: Microsoft Visual Basic Programming -- VB6

Camden County College

May 1999 – March 2000: MCSE NT 4.0 + (IIS) Achieved certification, March 2000.

Pennsylvania State University

Spring Semester 1994 Unix Operating System, C and Shell programming.

Approximately 2.5 years (60 credits) English and Communications BA programs

Last Attended Rowan University

Part-Time, Academic Year 2003-2004

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