Technical Support Specialist
Resume:
Brian Stiver ***********@*****.***
Schnecksville PA
Summary
Solutions-oriented and customer service driven professional with a comprehensive expertise in PC and Mac hardware, Software, designing and troubleshooting with strong knowledge of Networking TCP/IP. In addition to configuring, switching, routing and managing. Well-versed in understanding core business requirements and prioritizing conflicting demands for business optimization. Proven ability to accurately estimate work equipment procurement, tracking project costs, shipping and receiving to streamline workloads and achieve desired milestones.
Highlights
Windows Deployment Services (WDS) Win 7,8,10 migrations, Mac OSX – OS Mojave PowerShell, PXE boot, UNIX
Experienced with Microsoft Administration, Exchange servers, ISS, Active Directory Win Server 2016 Microsoft Office suites, VMWare
Excellent verbal and written communication skills
Process improvements ITIL v3 foundation
Solid Knowledge of routing WIFI and LAN, TCP/IP, UDP, VoIP, Cisco networking connectivity
Solid knowledge with Dell, HP, and IBM, MacBook’s and peripherals (printers) and hand held devices I-Phones and Android devices
Datacenter Experience, hardware and software upgrade planning Racking Stacking Servers
Accomplishments
2011 Received Ovation Award (Going over and beyond)
2012 Received Ovation Award (Outstanding performance for enterprise printer migrations)
2013 Received Ovation Award (exceeding Daily Performance for the year)
Experience
Sr. Technical Support Analyst
Oct 2018 to Present
Insight Global / Merck
Back up user data to data server to prepare the old or replacement laptop for Windows 10 migration
Assisting Merck IT team to migrate and build over 20k laptops
Managed user accounts creation, lockouts, and distribution groups through Active Directory
Provide excellent customer service with dropping off and picking up laptops and having direct contact with the customers
Sr. Technical Support Analyst
May 2018 to July 2018 (contract)
IPS / Renner Brown
Mentored and coached a small team of deskside technicians
Used Service Now for managing and servicing tickets
Managed user accounts creation, lockouts, and distribution groups through Active Directory
Provided process improvements and procedures, creating intuitive Standard Operation Procedures (SOP’s) to better support engineers and architects
Help to improve customer relations and frustrations through the growing pains of the IT department
Extensive MAC support for MacBook’s and MacBook Pro devices, Thunderbolt support, networking, updating, software support and Mac’s operating systems from early OSX Kodiak to OS Mojave
Assisted in setting up the Windows Deployment Server for a Windows 10 migration from Win 7
Help to improve customer relations through the growing pains of the IT department
Troubleshoot and resolved internet connectivity TCP\IP, WIFI, UDP, DNS
Performed data migration for hardware upgrades for deskside customers with 100% zero loss of data
Prepared an LTSB Win 10 image for a pixie boot environment
Played an active role in side projects such as stacking and racking of Cisco switches (upgrades, configurations), Creating virtual machines using VMWare
Help to improve customer relations through the growing pains of the IT department
IT Supervisor
November 2014 – February 2018
XPO Logistics/TEKsystems
Manage an IT team of 4-6 technicians in an e-commerce 650 Sq. ft., warehouse environment
Provided process improvements and procedures, creating intuitive Standard Operation Procedures (SOP’s)
Maintaining 100% operational status of 220 packing stations to support shipping of an average 75,000 units a day in the off peak season and during peak season up to 120,000 units a day
Strong application support Installing, configuring and maintaining Airwatch and Mobile Iron on PC, MacBook’s, I-phones and handheld devices
Project manager for IT related expansion for growth, scope, IT strategy and planning, budgeting, forecasting, procuring equipment and execution to meet extremely tough deadlines
Provided direct local IT Client Relation Management (CRM) and excellent customer service for an ambitious and demanding client
Troubleshoot and support WMS (Warehouse Management Software)
Provided technical support and for deskside of Office 365 users
Sought better cost saving IT procedures to save the company approximately 50,000 dollars annually
Responsible for IT asset database management
Participate and created bridge calls as needed to help resolve system outages and restore services
Migrated current Windows 7 to Windows 10 via bootable USB drive and Acronis imaging software
Mounting and stacking Cisco Catalyst 2900 series switches, routers and patching them into the network, to include working alongside the network engineers to completion (ensuring dual fiber uplinks from IDF to MDF areas)
Responsible for troubleshooting network connectivity and escalating bridge conference calls
Maintaining and resolving WIFI and LAN connectivity issues
Provided hardware and software support for Zebra MC55A PDA’s and Blue Bird smart devices, Sensormatic equipment (de alarming, de tagging, RFID equipment)
Responsible for reporting and escalating major incidents and outages through resolution
Monitor the site network connectivity using Solar Winds
Extensive use with Service Now ticketing system
Contact for all contractors related to IT support coordinate visits and repairs
Member Technical Staff III (MTS III)
October 2010 to November 2014
Verizon Communications
Provide tier 3 hardware and software technical support for 4000 users to include MacBook’s, MacBook Pro’s, and MacBook Air, Mac’s operating systems from OSX to OS Yosemite, Thunderbolt and Mac Monitors
Designed and established a PC loaner program for users to use during repairs on their issued laptops Assisted on yearly PC refreshments
Maintain Verizon Smart Mock-up Stores supporting all devices from touch screen monitors, smart phones, tablets
Assisted in the migration of 500 plus corporate printers to cloud printing configuration Provided support and testing for the migration of Marimba Software delivery, Windows migration via SCCM
Supported all areas of advanced technology which support work processes, information systems, desktop, mobile and remote computing, and telecommunications; including procurement of hardware and software, implementation, and deployment of strategic systems
Identified product problems and strengths and collected data on the customer experience
Troubleshot and resolved internet connectivity TCP\IP, WIFI, UDP, DNS
Responsible for all technical projects keeping them on target and on budget, ensuring that any roadblocks were resolved in a timely manner
Troubleshoot customer’s Android and IOS devices
Lead Desktop Support Analyst
June 2008 to May 2010
PPL / Pomeroy IT Solutions
Trained employees on the proper use of new hardware and network services
Lead Tech position and had 10 techs I was responsible for daily technical issues, scheduling, organizing deployments, equipment moves
Provide level 1 and level 2 support for PPL General Office and remote sites Provide fast response and resolution times with tickets to meet SLA deadlines
While working I maintained a Red Badge Nuclear clearance for PPL nuclear power plant
Responsible for diagnosing and repairing hardware issues with laptops and desktops, in addition procuring parts that are still under warranty status in a fast pace environment
Lead a team of techs to perform Windows migration from Win XP to Win 7 via SCCM hardware and software upgrades which includes profile migrations, settings and personal data for over 900 laptops and 1000 desktops each year
Call Center experience supporting 250 PCs in addition to corporate laptops with issues ranging from network connectivity, hardware and software issues
Lead a team of techs for moving entire department groups from one location to another which would range anywhere from 5 users up to 150 users at one time
Installation, configuration and deployment of new Workstation hardware and software including printers also assisted in updating and managing asset database
Desktop Support Analyst
April 2004 to June 2008
Synchronoss Technologies
Level II Technical support to end users in a LAN/WAN corporate environment Monitoring network infrastructure and associated devices
Assisted in creating Active Directory users and group accounts, distribution Lists VPN user, email accounts and familiar with Exchange server
Troubleshoot network printers for connectivity and software issues
Provided excellent customer service in a call center environment supporting 500 PCs, Mac computers, in addition to corporate laptops with issues ranging from network connectivity, hardware issues, software issues
Installed and configuring Citrix in a call center environment
Experience with using the Customer Relationship Management (CRM) application
Desktop / Laptop / Server hardware configuration and maintenance Established and maintained VPN connections to client systems and hand held devices
Assisted in network and server monitoring using Big Brother alerts
Oversight of various backup using Vertis and Netback up
Assisted Network Admin in cabling switches and routers to internal company VLAN's Responsible for TCP/IP connectivity issues and troubleshooting
Create and managed Active Directory User accounts
Datacenter experience upgrading hardware, mounting and removing servers
United States Marine Corps (E-5, Sgt.)
Honorable Discharge
Education
New Horizons: Diploma Microsoft Information Systems Training, June 2008
Studied: MCSA, MCSE, CCNA,
Certified: MCP, A+, CCNA
Lehigh Valley College Allentown, PA
Associates: Personal Computers and Network Technology, June 2004
Associates: Industrial Design Technology, December, 1996
Philadelphia Art Institute
Industrial Design Technology
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