Sign in

Helpdesk/call center (Senior Level)

Minneapolis, Minnesota, United States
September 06, 2018

Contact this candidate


Steven Rutherford

Minneapolis, MN


Technical Support Engineer with 12+ years of experience in IT, Logistics and Customer Service Management.

8+ years of experience with installation, configuration & implementation of Cisco products and Firewall appliances.

10+ years of experience working in a call center environment.

Strong experience in server and workstation OS upgrades and wireless configuration for users.

Exceptional ability to work under high pressure, offering solid and proactive skills in systems / network development, full cycle of project development, and visionary productivity / performance / systems enhancement.

Proven ability to deliver innovative improvement strategies to meet organizational objectives.


Bachelor of Arts 1995

Computer science - University of Derby, UK

Technical Skills:

Operating Systems: Windows 7/8, MS Windows Server 2003/2012, SME Server, RDP/HGR remote; Lotus Notes & Domino Server; Exchange 2003/07/2012, EA Administrator for NT/Novell,

Hardware: IBM, Toshiba, Dell, RIM Blackberry, FaxFinder, Modem ZBA, ZDX, ZPX

Software: MS Office 2012/2016 Bitlocker drive encryption, Norton/McAfee Antivirus, HP Openview, Manage-Now ticketing software, SMS, Cisco Call Manager, POS NCR/Fujitsu/IBM, Kronos, LANDesk, Remedy

Network Equipment: Routers & Managed Switches, Modems, Exchange Server, TCP/IP, DNS, Peer to Peer & Networks; CAT5 and GBIT / Cisco 2950 switches, Cisco 2811 Firewall, Avaya/Cisco IP phone systems

Network Technologies: TCP/IP, FAX/SMS, Network Appliances, T.37 (email to fax), SIP, 365 (Cloud SMTP), Wireless, Network, Corporate LAN, Active Directory, VPN, DHCP

Areas of Expertise:

IT Troubleshooting

Project Management

LAN / WAN Administration

Account Management

Computer Installation

Revenue Generation

Process Enhancement

Application Configuration

Business Development

Sales Management

Call Center Floor Lead

Help Desk Manager

Operations Management

Product Engineering (MTS)

Contact Center

Support Services


Professional Experience:

Multi-Tech Systems Inc. - Minneapolis, MN Feb 2010 - Feb 2018

Product Support Engineer

Assist with integration with customer PBX systems, to include Shoretel, Cisco, Nortel and Avaya.

Perform technical liaison between our on-site distributor installers and their customers and third party TELCO technicians.

Assist the installers with installation and problem focus during installation of our Multi-Tech Systems product line, to include; Modems: external and internal PCI and PCIE cards, Fax servers (analog and FOIP) and Wireless SMS and Router devices.

Coordinate beta testing of new software and product releases.

Design additional online information structures for newly released products and occasionally perform on-site installation troubleshooting with advanced technical instruction.

Technical Consultant - Minneapolis, MN Apr 2008 - Feb 2010

Provide Technical Services on behalf of staffing agencies.

Assigned on a nationwide IT infrastructure upgrade to include server and workstation OS upgrades and wireless configuration for users.

Installing and configuring Cisco switches and Firewall appliances.

Other assignment responsibilities include POS installation and reprogramming of these systems.

Setup, installation and programming of Lexmark All-in-One printers at FMC Medical facilities throughout the Minneapolis area (in cooperation with Siemens).

Tasked with training of newly hired technicians on all technical aspects of various projects.

IBM Global Services - Minneapolis, MN Aug 2003 - Apr 2008

Technical Coordinator

Assigned to Ameriprise Financial Services - Technical Coordinator in Service and Delivery.

Negotiated among an array of parties including those from IBM, vendors of HW, SW, network carriers and the customer at both the end user and executive levels to provide on-time complex Project progress and deliver scope of work on-time

Defined and implemented Cisco telephony processes and projects.

Responsible for Network and Level II Desk side Support / Infrastructure coordination and responsible for interviewing and hiring technicians for the project.

Assigned to Allianz Life - Lead in the Telecomm Support Group (VOIP).

Utilized standard IBM Global Services processes and escalation procedures as documented.

Assume direct ownership of customer critical situation management.

Responsible for team building and for training the trainers.

Assigned to Washington Mutual Bank

Overseen 800 nation-wide installers as Project Coordinator on an infrastructure upgrade project.

Assigned to Honeywell - Level II Network and Desktop Support Technician

Overseen PC and laptop installation and configuration on MS 2000/03 and NT servers and MS Outlook / Exchange setup.

Contracted to troubleshoot systems for 3000+ end-users.

Facilitated and managed network printers, as well as software application installation, set-up and configuration.

Performed extensive data and user profile migrations.

Resolved conflicts, identified discrepancies, and ensured complete efficiencies.

Utilized Manage Now for ticket resolution.

Vendor management experience, including negotiating purchase and service agreements with computer hardware/ software providers and network providers.

US Bank - St. Paul, MN Jul 2005 - Apr2006

Software Distribution Tech II

Software Distribution, uploaded and distributed software source code to corporate servers and workstations in the UAT and Production testing environments using the CMF administration tool.

Performed technical troubleshooting, server maintenance & management and application and code integrations and launches.

Monitor application and code and web-based tracking.

Supported 25,000 servers and workstations in corporate testing departments; interacted with Testers in aforementioned departments.

Responsible for oversight and cooperation with UAT personnel.

Nova Fisheries, Inc. - Seattle, WA Nov 1998 - Jul 1999

Systems Manager

Systemic Solutions, Inc. - Seattle, WA Feb 1997 - Jun 1998

Systems Administrator

Other employments include:

Griffin College / Renton Vo Tech - Seattle, WA Feb 1997 - Jun 1998

College Instructor - Hospitality & CRS

Jet City Travel Inc. - Seattle, WA / London, UK Feb 1992 - Jan 1997

Travel Agency Manager

American Airlines - Hartford, CT Feb 1987 – Mar 1989

Easter Reservations Office Call Center Floor Lead

Certifications & Training:

CMF (Change Management Facility) Administrator, San Ramon, CA 2005

Apollo Focalpoint Coordinator- Seattle, WA 1996

Net + - Dakota University, Eagan, MN 2006

CAPM – RMC Project Management - Bloomington, MN 2008

Transportation Center for Excellence –CDL w/externship, Eagan, MN 2009

Contact this candidate