Customer Service Technical Support

STEVE LEIDY **** CROSSWIND DRIVE INDIAN LAND, SC *9707

410-***-**** ***********@*****.***

IT PROFESSIONAL/ COMPUTER SYSTEMS ANALYST

IT professional/Computer System Analyst with over eleven years of business process and technology support experience.

Strong communication and analytical skills combined with experienced technical support, business application and

requirements gathering. Forward thinker that is able to see the big picture and align technical solutions that help an

organization operate more efficiently and effectively.

AREAS OF EXPERTISE

Process Enhancement

Analytical Skills

Project Management Skills (Basic)

Communication (Interpersonal, Verbal & Written )

Quality Assurance

Creativity (Innovator)

Requirements Analysis & Gathering

Documentation (Functional & Technical)

Support (Internal & External users)

IT Integration

Training of Software, Technical

Managing Others

Troubleshooting

Networking

Organization (Detail Oriented)

The “HIGHLIGHTS” “Steve is definitely an asset and a one of a kind

employee. He is versatile, diplomatic and always a

Leader in Mean Time to Resolve (MTTR) metrics

pleasure to work with even through difficult tasks.

throughout the IAMAW. Planned and unplanned issues Steve Leidy has my highest recommendation and I am

were investigated, documented and resolved quickly

confident your company will benefit tremendo usly by

which allowed for proper documentation of revenue and

making him a resource to your organization.”

financial reporting.

- Brad Schmelszer (Dir. Info Sys IAMAW 2/2014)

Initiated IT communication plan, focused on

interdepartmental communication and strategies to help

provide greater visibility into challenges and the solutions

required to support our users.

TECHNICAL SKILLS

Increased the efficiency of server capacity by

Document Management

recommending server clustering to network team. Initial

Hardware/Software Implementation

plan was adopted and expanded, which resulted in a

significant increase of uptime (approx. 94 % to 98%). Load Balancing

Microsoft Office: Word, Excel, PowerPoint

Microsoft Project & SharePoint

Developed, implemented and completed a mandatory

Oracle

training program of the organization’s internal reporting

system to approx. 50 locations across the US within a 3 Paycore

month deadline. Products: SAP, Kronos, PeopleSoft, Tivoli, Maestro,

QA & Beta Testing

Identified significant reporting errors through audits of

Query and Data Manipulation

financials at various off site locations and proactively Salesforce

worked alongside project owners (our auditors) to Server Clustering (understanding)

provide visibility, identify discrepancies and work on Software Virtualization

resolution to ensure proper reporting of financials to the SQL 2000, 2005, & 2008

organization. Systems & Network Administration

Technology Migration & Upgrades

VPN & RDP Setup

Windows Server 2003/2008/2012/R2

EXPERIENCE

SATO America Inc. –Charlotte, NC (U.S. Headquarters) 2014 –Present

Technical Support Supervisor

Supervise a team of six, responsible for the day-to-day performance of the Technical Support Department with relation to SATO

products. Other responsibilities include:

Provide direct reports with clearly defined expectations, assign work/tasks appropriately and assure progress toward goals

Lead workflow distribution and floor supervision to ensure service levels are consistently met

Work closely with direct reports to promptly address any issues to assure compliance and operational efficiency

Deliver key management reports and project updates for inventory

Provide solutions to support customers by troubleshooting on SATO Products in accordance with defined procedures

Act as liaison and collaborate between the technical support team, internal departments and senior leadership.

Provide training, coaching, and periodic assessments for the supervised staff

Provide technical support to internal and external end users

Maintain professional and technological knowledge of all current and future products

Routinely test, support, and debug current product line; document the findings to resolve issues faced by customers

Int’l Assoc. Of Machinists & Aerospace Workers (IAMAW) – Upper Marlboro, MD (International Headquarters) 2005-2014

It Support Specialist

Supported 1000+ remote locations across the US, Canada, Puerto Rico, and Guam providing IT oversight and maintenance on

two custom accounting packages while ensuring consistent hardware and network performance. Asse mble, analyze, and

represent business requirements, performing feasibility analysis, and recommending alternative solutions and project

strategies. Relied on keen customer service and problem solving skills, diagnose customer issues and provide on -site training

on applications and hardware.

Ensured project deliverables adhere to business goals for program management, audit, legal, and compliance.

Facilitated analysis of discrepancies in Sequel (SQL) to identify financial transaction splits and other recon ciliation issues.

Quality assurance and testing support of system applications and programs for defect mitigation and resolution.

Perdue Farms, INC. – Salisbury, MD (Corporate Headquarters) 2002-2005

Systems Operator/Help Desk

Managed the corporate data center (the internal distribution division) of Perdue’s production business. Monitored mainframe

systems and 120+ servers, ensuring backups and associated jobs run as scheduled. Maintained production schedules using

Maestro and provided critical IT security checkpoints for the company. Directly supported users and monitored Tivoli, Kronos,

SAP, and Novell to safeguard performance and quickly resolve production issues.

Promoted to Systems Operator based on exemplary communication and troubleshooting in help desk support.

Selected to oversee the weekly printing of payroll, managing the printing and distribution of checks for 20,000 employees.

EDUCATION

University Of Maryland University College – Adelphi, MD (Graduate School)

Masters Business Administration 2012/ (4.0 GPA)

MS- Technology Management: Information Systems & Services 2011 /(4.0 GPA)

Salisbury University- Perdue School of Business -Salisbury, MD

BS- Management of Information Systems 2003 /(3.4 GPA)

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