Customer Service Sales
Resume:
Stephen A. Seelig *******@*******.***
*** ********* ***** ******** **, 2014
San Jose, CA 95123
OBJECTIVE
Lead position in end user computer, desktop and laptop support, trouble
shooting and maintaining computer hardware and software to assure that
systems continue to operate at maximum efficiency.
Qualifications and Background
Extensive computer hardware and software experience, developing program
adjuncts and supporting hardware repair and upgrades, implementing and
managing projects and upgrades, researching alternative solutions and
resolving end user problems.
Key strengths:
. Leading teams
. Launching programs
. Developing strategies
. Customer Service, end user relationships.
. Executive Support
Work Experience
KRG Technologies Inc. (HCL Technologies on Clorox Account) (Livermore
CA.) 10/16/2013-Current
DSS Manager (Desk Side Computing)
. Coordinate and track coverage and incidents concerning anything that
may fall into the IT bucket.
. Ticket Tracking
. Coordinate Technicians schedules, Work with dispatch of contractors to
resolve remote site issues concerning maintenance and upgrades of
hardware and software.
. Special projects. Resolving problems as they arise in the transition
from one IT Management Company to another insuring a smooth transition
with as little upheaval as possible concerning end users within the
organization. Resolving problems with how things were done and how
things will be done
. Coordinate and Manage setup of "Tech Drop in Center" for end users to
get immediate assistance with hardware and software problems and
concerns.
. Work with Legal hold issues. The gathering and retention of data and
communications of employees working on industry sensitive issues that
may be needed in court.
. Work with other tower managers concerning issues with upgrades and
distribution of hardware and software at an enterprise level.
. Review and approve employee vouchers and payroll.
. Interview and hiring of new technical employees. Onboarding and off
boarding.
UNISYS Corp (City of Santa Clara account)
Desktop Support Tech, Lead (Laid off do to contract changes with the
city) 03/11/2013-09/13/2013
Worked on the City of Santa Clara Account. Supported customer is varied
environments'. Supporting software and hardware. Police department and
Fire department mobile units and desktops. Windows 7 deployment.
. System Trouble shooting, and break fix resolution.
. Setting up and deployment of new systems
. Reimaging of systems Upgrades of Hardware and software
. Problem tracking and Ticketing, used ITSM on this assignment; keeping
the customer apprised of Ticket status. Have also used McAfee and
Remedy and Manage now in the past
. Migrating users from Windows XP to Windows 7
. Scrubbing data off systems when decommissioned
. Printer connectivity, general maintenance.
. Inventory tracking
. Driver and Bios update
. Active Directory, adding and removing users and systems
. Supported Dell Hardware
Randstad Technologies L.P (ON IBM account)
Desktop Support Representative, (left do to family problems)
11/2010-01/2013
Worked on the IBM account supporting software and hardware on the Mac,
window XP and windows 7 platforms. Supporting the scientific research and
development staff at the IBM Research Center in San Jose's Almaden Valley
Duties included:
. System Trouble shooting, and break fix resolution.
. Setting up and deployment of new systems
. Reimaging of systems
. Backup (using TSM and manual backups when required) and restoral
of systems
. Upgrades of Hardware and software
. VPN and LAN connectivity
. Problem tracking and Ticketing, using a proprietary ticking system
on this assignment; keeping the customer apprised of Ticket
status. Have also used McAfee and Remedy in the past.
. Working with Hard drive encryption (PGP)
. Migrating users from Windows XP to Windows 7, and from windows
systems to MAC's when required, verifying system functionality and
migration of end user data.
. Scrubbing data off systems when decommissioned
. Printer connectivity, general maintenance.
. I Pad and IPhone connectivity to the IBM network
. Follow the sun support for Mac users.
. Driver and Bios updates
. Resolving Virus and Malware problems
. Setting up accounts for new employees
. VPN
. Lotus Notes 7 and 8
. Wireless access to IBM network
. Granting access to IBM restricted web sites
. Supported Lenovo Hardware and Mac Books, Ipads, IPhones
IBM Corporation 9-16-1996 to 3-31-2010
(retired)
Over the period of time working for IBM, I was a Team Lead on 2 accounts,
CISCO, and Solectron, duties included Lead, Train & and general supervision
of DSR's on the accounts, setting up Processes for members of the technical
staff, Maintaining Meeting rooms, system Installs, upgrades, configuration
of systems, troubleshoot problems, and perform repairs, Technical support
for end users, Executive Support while assigned to the Lucent Technologies
Account for Bell Labs VP of R&D. Provided Network support, and general
desktop support, In 2003 requested I move back into the DSR position. In
the DSR Position the duties were much the same as listed in the Randstad
position, except for the MAC duties, as Mac's were not supported at that
time. Retired from IBM March 31, 2010
Desktop Team Lead
. Managed the IT team (average 8 members)
. Executive Support
. Researched resources (equipment and manpower) needed for each project
. Recommended alternative processes for improving efficiency
. Documented project responsibilities, and objectives.
. As Team Lead I Developed process binders for easy reference and posted
the processes on line
. This enabled new hires and technicians' borrowed from other offices to
"hit the ground running" minimizing training time, and could be used
as a quick reference for existing team members.
. Achieved significant savings in training time and costs
. Reduced training time and costs by more than 25%
. Supported Lenovo Product Line.
AT&T Corporation
IT specialist/Manager (Job outsourced to IBM)
10/18/1973-9/16/1996
. Implemented and managed sales tracking program "LOOT" for AT&T,
written in "C" and using the Informix relational data base
o Recommended general structure of data to enable sales managers
to determine what information they needed to track sales of
individuals and teams.
. Designed the program giving each sales manager the ability to extract
the data fields they needed into a flat file that could be used in MS
Access and/or MS Excel for personalized reports.
. Improved the design and accuracy of the canned reports to meet the
needs of local management
. My enhancements were utilized in the second roll out of the reports
segment of the program and was used on a countrywide basis and saved
countless hours of management time by making the repots standardized
across all branch offices. .
. Managed the IT groups at two sales sites; San Jose and Seattle
. Researched the common functions of both sites; and recommended changes
to improve overall IT efficiency and organized both operations to
function in the same way so if one group had to cover for the other
all functions were done in the same manner and no additional training
was required.
. Achieved significant savings in manpower, travel, and overhead, and
reduced IT operations costs by 40%
Military:
USMC, Honorable discharge, Viet Nam era Vet.
Education
. 1978 - AA, General Education, City College of San Francisco
. 1984 - BA, History, San Francisco State University
. C Language for New Programmers (AT&T Course 1633)
. Shell Command Language for Programmers (AT&T Course CS1004)
. Unix System V Adm. (AT&T Course UC1046)
Technical Skills
. MAC OSX, Windows XP Professional, Vista, windows 7, UNIX System 5,
. UNIX Shell, Born, Korn, "C," System refresh, memory and hard drive
upgrades,
. System troubleshooting hardware and software. Desk Top, Lap Top, Unix
Server Administration
. Photoshop, Lotus Notes, Lotus Symphony, Microsoft Office, PGP,
. VPN and Wireless setup
. Microsoft Office, PGP encryption, VPN and Wireless setup
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