Brian Stiver ac77rz@r.postjobfree.com

484-***-****

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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