Stephen Faulkner

**** **** *** * ***** Petersburg, FL 33714

913-***-**** ac7xnf@r.postjobfree.com

Objective

Technical Support Analyst helping people solve their computer-related problems

Technology Microsoft Office, Windows, Dos – Windows Vista PC Anywhere, Goto Assist, Print Key, Rumba, HP Open view, Netscape, Internet Explorer, Microsoft Outlook Express, Groupwise, LotusNotes, Netware Administrator, Jet Administrator, Mapper Grain Smart, Client Access, Ghost, JWS Construction Software, Pervasive SQL Data Base, Crystal Reports, Connect Care, Apex, Blackberry Enterprise Server, Dame Ware, Share Point, Remote Desk Top, Microsoft Exchange, Active Diretory, Bomgar, Service Now, Clarity Connect

Experience

Terracon Consultants Inc

Olathe, KS 2011 - 2018

Help Desk Support Anylyst III

Install Prerequisites for internal Software

Install external Software

Internal Application Software

Create and terminate Users

Image New Laptops and set up Bitlocker

Audit Machines

Directory Securities, reset Passwords In AD

Create and Maintain Help Desk Documentation

Networking

Contact Dell Support

Clarity Connect Voice Over IP Phones

Bomgar Remote access

Smart Phone Trouble shooting Iphone, Android and Blackberry BES server

Knowledge of Data Bases

Self-Motivated opened the department Daily

JWS Corporation

Shawnee Mission, KS 2003 – 2009

Software Support Technician

Supported over 3000 customers with their technology related issues

Setup and install Pervasive and JWS software

Train New and Current customers on how to run the software

Train setting up Accounting

Interface software with Scales

Print / Edit reports using Crystal Report software

Remotely assist customers with training and installation

Networking dealing with Securities

Responded to incoming call requests and incidents from two corporate

Customers regarding hardware, software and/or the network

Maintained a 90% resolve rate on calls received

Cap Gemini Ernst & Young Global Operate Americas

Kansas City, MO 2001 – 2002

Technical Analyst

Responded to incoming call requests and incidents from two corporate

Customers regarding hardware, software and/or the network

Maintained a 90% resolve rate on calls received

Created training documentation on password resets for various secured sites

OneSystem Group, LLC

Kansas City, MO 1998 – 2001

Remote Technical Analyst

Traveled to various customer locations in response to technical requests

Coordinated customer appointments

Responsible for supporting approximately 500 end users including 15 via

Telephone for dial-up issues

Provided support for 60 Windows NT desktops, 10 Windows 98 laptops,

Servers including the Lotus Notes and NT server, domains and desktop applications

Developed training documentation for the Remote Analyst position

Relocated to Minneapolis, MN office, then returned to Kansas City

Configuration Installer 1997 - 1998

Created desktop images and installed using Ghost Utility

Configured and tested desktop and laptop machines for multiple users

Trouble shoot problems during installation process

Managed requests using Support Magic call management software

Reduced call volume by conducting quality check with customers following install process

Farmland Industries

Computer Operator 1994 – 1997

Created nightly tape backup of UNIX and Unisys 2200 mainframe, one set was sent off site for disaster recovery purposes

Tested backup tapes

Kept accurate records back up tapes to allow for quick recoveries

Logged customer calls using Support Magic call management software

PProfessional

TrTaining and

Education

Dell Certified 2013 - 2018

MS Office Certified 2012

Fundamentals of Fourth Generation Management 2002

Strategic Souring Methods, 2000

Advanced PC Imaging, 2000

MAGIC Customer Service, 1998

Advanced PC and Hardware Troubleshooting, 1997

Netware Administrator, 1997

Maple Woods Community College, 1989

Winnetonka High School, 1988

References Available upon request

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