Support Engineer

Stewart Siegel

**** ******** ***** ******* *****, FL 33472

**********@**********************.***

LinkedIn: https://www.linkedin.com/in/stewart-siegel-02a49939/

954-***-**** (phone)

754-***-**** (cell)

With over 10 years of experience in the IT field, with both Helpdesk and hands-on support, I have the experience that people are looking for. I am a full-service technician, from repairing computers, to Network Design and support, I have the knowledge and experience that many in my field do not have. My background in employment is well rounded, with Banking and Finance background, Advertising, Legal, Medical, Printing, and General Corporate. Hiring me for a position, you will get all my experience, as well as all of my knowledge, my ability to deal with every level of user from the beginner to the experienced user, that will be an asset to your company.

Technology Summary

Certifications:

CompTIA A+ and I-Net+, Certified Internet Webmaster, in the process of getting my MCITP, already having my Active Directory and Exchange

Operating Systems:

Microsoft Windows 7 Basic through Ultimate, Windows 8, Windows 10, Windows Servers, Exchange, Active Directory, Configuration, Setup, and Support

Apple Macintosh OS X through High Sierra, and OS X Servers

Manufacturer Associations:

Certified Microsoft Reseller, Certified HP Technician, Registered Systems Engineer for IBM, Apple, Compaq, Epson, Hyundai, NEC, NCR, Hewlett Packard, Toshiba, and Zenith

Languages:

HTML with CCS

Software:

IBM: Microsoft Access, Microsoft Excel, Microsoft Expressions, Microsoft Outlook, Microsoft Project, Microsoft PowerPoint, Microsoft Word including 2016, Pinnacle Studio software with Hollywood FX, QuickBooks, Corel, Visio, Windows through Windows 10, Remedy, Bomgar, Remotely Anywhere, LogMeIn (including corporate version), Symantec Backup Exec, Symantec Ghost,

MAC: Microsoft Office, Quark Xpress, Parallels

As well as BMC Products such as Remedy and Magic, utilities, anti-virus and spyware software, telecommunications, hardware and software maintenance and repair, as well as other application programs for systems listed above

Skills:

Skill Name

Skill Level

Experience

Software Name

Skill Level

Experience

Desktop Support

Expert

25 years

Microsoft Visio

Expert

15 years

PC Technician

Expert

25 years

Microsoft Office Suite

Expert

20 years

Tech Support

Expert

25 years

Microsoft Office 365

Expert

12 years

Hardware Training

Expert

20 years

Adobe Acrobat

Expert

10 years

Help Desk

Expert

20 years

Symantec Backup Exec

Expert

10 years

Software Training

Expert

20 years

Dreamweaver

Advanced

10 years

Technical Trainer

Expert

20 years

Microsoft Project

Advanced

10 years

Customer Service

Expert

10 years

Norton Ghost

Advanced

10 years

Mac Support

Expert

15 years

Microsoft SharePoint Designer

Advanced

10 years

Backup Admin

Advanced

15 years

Server 2003 through 2008 R2

Advanced

15 years

Website Design

Advanced

10 years

Exchange through 2010

Advanced

10 years

Network Support

Advanced

15 years

Microsoft Terminal Services

Advanced

5 years

Server Admin

Advanced

15 years

Bomgar, Remotely Anywhere

Advanced

7 years

CRM Admin

Advanced

5 years

Remedy

Advanced

5 years

VPN Support

Advanced

5 years

Infusionsoft

Advanced

3 years

Remote Admin

Advanced

10 years

SCCM

Advanced

3 years

IT Employment and Contracting Experience

Olympus Insurance for Execu-Search 10/2018 – 1/2019

Helpdesk

Support End Users with Office 365 including Exchange Online, SharePoint Online, Azure, Intune, and all online services distributed by Microsoft

Create, handle, and escalate if necessary all tickets that are handled by the backend Engineers

Remote support and implementation using Solar Winds

Handling of Billing issues with Accounts to update all of the licenses so there would not be overcharges

Setup and support of issues with and 2016 including Deployment onto Terminal Servers, as well as Office for Mac

Support of the implementation of Skype for Business including PSTN and Unified Messaging services

Support of Project Online and Visio Online

Determine Windows issues that are affecting end-users

Creation and implementation of PowerShell cmdlets and scripts

Setup and support Hybrid Migrations, Directory Synchronization, and ADFS implementations

Diagnose Mail Flow issues affecting Office 365 and Hybrid environments

Experis for Microsoft 9/2015 – 3/2018

Team Lead and Concierge Support Ambassador – Remote Worker

Support Administrators and End Users in setup and implementation of Office 365 including Exchange Online, SharePoint Online, Azure, Intune, and all online services distributed by Microsoft

Create, handle, and escalate if necessary all tickets that are handled by the backend Engineers

Remote support and implementation using LogMeIn Rescue Remote Desktop Services

Handling of Billing issues with Accounts

Setup and support of issues with Office 2013 and 2016 including Deployment onto Terminal Servers, as well as Office for Mac

Support of the implementation of Skype for Business including PSTN and Unified Messaging services

Support of Project Online and Visio Online

Determine Windows issues that are affecting end-users

Creation and implementation of PowerShell cmdlets and scripts

Setup and support Hybrid Migrations, Directory Synchronization, and ADFS implementations

Assist Administrators with the setup and Management of their DNS

Diagnose Mail Flow issues affecting Office 365 and Hybrid environments

Support Administrators with the setting up and configuring of IIS Servers and Services in their network to work with Office 365 including opening of ports, setting access and blocking of Proxy servers and sites on both a global and GPO configuration

Manheim, West Palm Beach, FL 8/2014 – 7/2015

IT Manager / Field Services Representative – Manheim Fort Lauderdale – Contract

In charge of all the computers in the Fort Lauderdale location, including servers, Panasonic Toughbook, Dell laptops and desktops, Motorola MC9090s and MC 9190, Zebra P4T and label Printers, and other hardware at the locations

Frontline and secondary support for all IT issues for over 160 employees

Support of specialized software, as well as commercial packaged software including installation, training, and diagnosing issues

General support of IBM AS/400 mini-computer

Analyze issues and determine fixes on both the hardware and software

Network Infrastructure management using Cisco Prime, Solarwinds, and other tools

Working with Executive Staff, Administrative Assistants, Directors, and general employees with support of their equipment, as well as training and understanding the software that is installed in their computers

Determine upgrades for the location and handle implementation

Setup and configure IIS Servers and Services for access and blocking of sites, ports and services

Office Depot, Boca Raton, FL 2/2012 – 4/2014

Technical Support – Global Headquarters Workplace Services - Contract

Determining issues that come up with user’s issues and determining what the best outcome would be to fix the problem with little or no work interruption for the user

Special Project with Lenovo regarding issues with Lenovo X220 laptops and EPROM issues

Creating Knowledgebase Articles on issues that come up that is not of the normal, so that the Help Desk can fix the problem before having to be escalated

Working as the Macintosh Support Technician to create packages for software distribution, fixing issues, reimaging of units, and creation of images that have updated software

Working with E-Mail team to change from a local exchange-based server environment to a cloud based email environment

Working with the Windows 7 Migration Team to support users being upgraded to Windows 7, Office 2013, and software specific add-ins

Working with Executive Staff, Administrative Assistants, and Directors with support of their equipment, as well as training and understanding the software that is installed in their computers

Microsoft Corporation through Teleperformance USA (TAG), Boca Raton, FL 10/2010 – 8/2011

Technical Lead for Microsoft Business Productivity Suite and Office 365

Support Business to Business users of Office 365 as well as the Microsoft Business Productivity Online Suite, which consists of telephone Technical Support for Exchange Online, Office Communicator Online/Lync, SharePoint Online, and Microsoft Live Meeting.

To track cases, Microsoft uses Right Now Technologies as well as a custom application called Customer Assistance Portal.

Support customers via telephone, website entries, and email. Support customer issue from beginning to end of the life of the Service Request, including contacting Hosting and Technical Support Leads, to get issues completed to the customer’s satisfaction.

Knowledge of Macintosh Computers, as well as PC Operating Systems from Windows XP through Windows 7.

Creation of New Policies and Procedures, and documenting those Polices and Procedures regarding new issues that had arisen during both the Production Product as well as the new Beta Product.

Used Technical knowledge to train both my fellow workers, as well as the Client base on property security protocols, implementation of updates and patches that sometimes correct issues, or workaround issues that have not been patched yet.

Maintain SharePoint site for fellow employees with information and updates on new Policies, Procedures, Updates, and other information found that helped fellow employees, staff, and team do their job more effectively.

Maintain privacy of client information, as well as make sure that all of the information provided to me, to help determine if the person that I was speaking with is qualified to receive the information or support requested. Since we were dealing with personal information regarding the client, it was imperative that any information given to the client, was their own information, and not of others.

Support the administrators of local and online Lync Servers, including the creation of users, configure with Active Directory, configure federation between local and online servers, and help users install their local Lync servers, to run locally and online.

Support Administrators with the setting up and configuring of IIS Servers and Services in their network to work with Office 365 including opening of ports, setting access and blocking of Proxy servers and sites on both a global and GPO configuration

Anodyne Medical Device. Coral Springs, FL 11/2009 – 1/2010

Contract Employee / Network Administrator

Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked all issues, with responsibility for the timely documentation, resolution and closure of trouble tickets. Configured new and installed new servers and workstations, printers, backup units using Quantum Storage Loader.

Organized inventory and setup inventory and computer asset tracking and monitoring

Worked with the Quality team to start process of disaster recovery

Wilen Direct, Deerfield Beach, FL 11/2008 – 8/2009

Network Administrator

Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked all issues, with responsibility for the timely documentation, resolution and closure of trouble tickets. Configured new and installed new servers and workstations, printers, backup units using Exabyte VX-320 loader and Quantum VS-3 and VS-4 units.

Created specifications and implemented live inventory and trouble ticket system where users can input tickets via intranet website as well as via email which also included being able to track their tickets and receive timely notifications

Developed and implemented complete video surveillance system using Video Insight software which included camera locations, software debugging, facility mapping, and software training

Setup and installed completely new domain, with online websites, Team Foundation Server, SQL, and hardware firewall

Set up and configure IIS Server and Services in the network to work including opening of ports, setting access and blocking of Proxy servers and sites on both a global and GPO configuration

Implementation of backup methods for all data and servers

Supported Graphics Department running a 10 Macintosh OS X 10.4 and OSX 10.5. Supported Software such as the entire Adobe Master Collection 3 and 4, Extensis Suitcase, Flightcheck, as well as other Macintosh Programs.

Macintoshes were attached to a Windows 2000 and 2003 server environment, and configured both the Macintoshes and the Servers with cross connectivity

Setup and troubleshooting both Dell Computers, Dell Servers, Apple Macintosh Servers, and Macintosh Computers using various tools

Administration of Microsoft Exchange Server 2003, including adding stores, maintain stores, administering users, diagnosing size issues

Florida Education Center – Lauderhill – Division of Kaplan University, Lauderhill, FL 1/2008 – 3/2008

Instructor – Computer and Business Systems

Taught Introduction to Computers, Business Math, and Microsoft Office such as Word, Excel, and Power Point

Part Time Instructor in the Computer Business Systems Training Track

Work with the school director and other staff member with the creation of the new curriculum which includes the training of students to pass the Comptia A+ examination

Tracfone / Wachovia, Miami, FL 3/2007 – 11/2008

Contract Employee / Desktop Support

Tracfone

Setting up new equipment with company standard software

Creating images of Windows using Norton Ghost with various formats of Hardware, software, and device drivers for both new and existing Laptops and Desktops

Accessing equipment via VPN and through the network to add updates, rights, and additional hardware

Helped customers via telephone with functions and problems, determining what the problem was and fixing issues

Company used BMC Magic to track all of the incidents as well as the service calls and tickets

Handled the move of equipment during a company consolidation of locations and departments

Worked with vendors regarding software issues and helped with setting a standard for the vendor’s software to run correctly

Rescuecom South Florida, Miami, FL 4/2003 – 3/2007

Contract Employee / Level 3 Technical Support

As a Level 3 Systems Consultant, handled the rescheduling of calls to other consultants under myself, and in charge of spot checks on those consultants. Contract employee through Black & Red Productions Company

In charge of training and evaluating new employees, handling of service calls, supporting other contract employees with problems that occurred during service repairs

Service calls included Break/Fix work, Network installation, Network support, training of clients and technicians, software installation, training and support

Some of our clients are Fort Lauderdale Beach Resort, Geriatric Plus Family Medical Services, Merrill Lynch, Paramount Funding Corp, Fidelity National Security, as well as many other small, medium and large companies and home users

Supported both Apple Macintosh as well as PC computers and servers, including installing OSX Server 10.3, 10.4, Windows 2000 and Windows 2003

Maintaining client servers using remote connectivity as well as onsite services. Checked backups, updated software, maintained client Exchange Servers (2000 and 2003), added and removed users, creation and maintaining of User Groups through Active Directory

Black and Red Productions Company, Fort Lauderdale, FL 6/2001– Present

Owner / Systems Engineer

Created company with the express purpose of Website Design using PHP, MySQL, HTML, JavaScript, and other web compliant applications; Computer Technical Support and Training; Network Installation and Services; as well as to enhance my training and receipt of certifications from manufacturers, standards organizations, and training facilities on both PC and Macintosh environments

Some of the clients are People with AIDS Coalition of Dade, SoftTemps Consulting Services, Florida Computer and Business School, Globecast, Rescuecom, IproNet, Servpro of Greater Hollywood, and Guru Technical Academy

Wildcard Systems, Sunrise, FL 8/2000 – 7/2001

Technical Support Level 2

Tracked and Answered calls from clients and cardholders to support them with use of the company's online systems

Involved with the design and creation of Technical Support Policies and Procedures, call tracking systems, and problem logs

Directly involved with the creation of policies and procedures for problems with banks, credit card companies, and financial institutions

Handled the support of Macintosh computers with the company’s websites and software.

AutoNation / Kelstrom Technologies / Alamo Car Rental, Fort Lauderdale, FL 1/1999 – 7/2001

Contract Employee

Helpdesk (Autonation) – Level 1 technical support representative which included entering service calls into tracking system, diagnosing issue, and helping user try to fix the problem, so a technician was not necessary to go to the user location. Created steps and entered into tracking system so can be reused by other technical support representatives if problem occurs again.

Technical Proposal Design for Kellstrom Industries – creation of proposal for Government contract which included gathering all of the information from the sales department, entering information, and submitting to government specifications

Network Support for Alamo Car Rental – company was moving from Novell to Windows 2000 and worked with the team with the installation on servers, workstation software installation and removal, training of employees on new system and mapping

The Answer Group, North Lauderdale, FL 5/1998 – 1/1999

Technical Support Engineer

Handled technical support calls, including, but not limited to using corporate and manufacturer databases.

Speaking with end users, vendors, network specialists, and corporate users

Tracking of issues Investigating issues from beginning to end

Created some of the repair issues that are being used to this day

Was involved with the new network support group for the Wingate software, also known as Network in a box

Was on the Educational Series, Presario, Network, Built for you, Open Call and Vendor queues

Was the first to receive a 100+ quality audit for the year, as well as my average quality statistics were more that 100%

Was involved with the training of new employees with the corporate and manufacturer specifications

American Express Travel Related Services, Plantation, FL 11/1995 – 4/1998

Customer Service, Charge Card and Credit Card Division

Received cases from card members who are disputing charges from no knowledge of charge, returned merchandise, canceled hotel reservation, as well as goods and services cases

Handled case from beginning to end, which included, but was not limited to, contact merchant by letter, receiving information from either or both the card member and merchant, and then after reviewing information, following company and federal guidelines, made decision in either the card member or merchant’s favor

Was also involved with troubleshooting system problems, helping in the training of fellow employees; telephone support with card members setting up disputes, dealing with merchant when they disagreed with the conclusions that other representatives came up with

Handled reviewing information again and possibly coming up with new conclusions

Was also involved with employee networks and annual employee survey

Computerland of Fort Lauderdale, Fort Lauderdale, FL 7/1993 – 11/1995

Network, Tech & Applications Support / Systems Engineer

In charge of network and applications support for new and existing customers and clients, sales and technical support staff.

Troubleshooting problems that occurred with either the hardware and software

Training of employees, customers and clients in software and hardware operations

Telephone technical support

Setup and operation of work order generation and tracking system

In charge of generating and tracking work orders, form creation, as well as giving other general support and knowledge to help both sales and support staff

In charge of Macintosh support for end users and clients

Work with Sales Staff with creation of proposals from meetings with clients, interviewing of employees and key staff of the company, proposing hardware to recommend to client, with specifications and needs

Fifth Avenue Temporary Services and Brandon Systemps, New York, NY 4/1992 – 6/1994

Consultant / Temporary Employee

Various duties including Word Processing, Data Entry, Receptionist, Executive, Medical, Legal and General Secretary, Software Support Coordinator, Help Desk Supervisor and Operator, as well as other MIS and office duties

Some of the firms I was sent to were American Home Insurance, Banco De Estado do San Paulo, Bankers Trust, Chemical Bank, Columbia Pictures, Paramount Pictures, Dalton, Greiner, Hartman & Maher, P.C., Dunn and Bradstreet, Finklestein, Borah, Schwartz, Altschuler and Goldstein, P.C., Madison Square Garden, Warner Communications, Personal Injury Medical Management, Mount Sinai Hospital, Bellevue Medical Center, as well as other Fortune 1000 companies

Computerland Murray Hill, New York, NY 5/1989 – 4/1992

Network, Tech & Applications Support / Systems Engineer

In charge of network and applications support for new and existing customers and clients, sales and technical support staff.

Troubleshooting problems that occurred with either the hardware and software

Training of employees, customers and clients in software and hardware operations

Telephone technical support

Setup and operation of work order generation and tracking system

In charge of generating and tracking work orders, form creation, as well as giving other general support and knowledge to help both sales and support staff

In charge of Macintosh support for end users and clients

Work with Sales Staff with creation of proposals from meetings with clients, interviewing of employees and key staff of the company, proposing hardware to recommend to client, with specifications and needs

Deloitte, Haskins + Sells, C. P. A., New York, NY 11/1988 – 3/1989

PC Administrator, Consultants to Management, Northeast Region

Developed and promulgated corporate standard for PC hardware and software

Evaluated PC hardware and software for functionality and compliance to corporate standards

Developed, installed, set-up and administered operations procedures for the Northeastern region of the Consultants to Management department

Provided technical support to partners, managers and users

Installed and managed 32-node Novell SFT286 version 2.15 network with IBM computers and compatibles as well as Macintosh workstations, gateways to client and corporate mainframes and minicomputers, bridges and routers to the other corporate departments and site locations

Supervised PC Coordinators in regional offices (15 employees).

National Distillers and Chemical Corporation, New York, NY 6/1983 – 11/1988

MIS Administrator and Budget Supervisor

Administered all personal computers in the New York office

Managed maintenance and project requests for personal computers and mainframes

Handled automation of the Promotions department

Provided systems training

Updated the budget and travel & expense accounting systems and procedures

Handled design and production of reports

Cross-trained employees for new parent company operations

Liaison between the MIS and Accounting departments

Handled the cross-over from original company computer policy and procedures to new policies and procedures when company purchased

Contact this candidate