Technical Support Manager

Jeremy Steiner

**** ********* *****, ***** ****, PA. 15129 412-***-****

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

Skills: Windows 2003, and Windows 7, Lotus Notes, Outlook, Microsoft 2000 – 2013, Remote Desktop, Remote Control Viewer, Lync Messenger, MMC Console, HP Service Manager, Remedy Ticket System and Otis Ticketing Systems, Cisco IP Phone and many others. PC maintenance and refresh experienced.

Employment

Compucom/Cigna 8/2014-4/2016

Technical Support Analyst

Assess and resolve incident tickets assigned via HP Service Manager.

Diagnose, troubleshoot and resolve a range of software, hardware, printer and connectivity issues for 1300 onsite and remote users.

Reimage or configure computers and deploy as requested.

Applications install either at desk or via Remote Desktop.

Customer education and training of new software.

Install and maintain LAN and personal printers.

Liberty Financial - Pittsburgh, PA. 10/2012 – 5/2014

Technical Support Supervisor

Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support.

Provided technical training on hardware and software to end users.

Oversaw help desk personnel to maintain quality of service.

Maintain local equipment and hardware stock.

Wipe, package and ship pc that are no longer needed on site.

Oversee daily activities and consult with upper management as to improve efficiency and quality.

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BNY Mellon via Ranstad Technology – Pittsburgh, PA 5/2012 – 8/2012

Outlook Migration Specialist

Administered end user support for users migrating from Lotus Notes to Microsoft Exchange

via phone, physical interaction, Windows Remote Desktop, and Shared Lync desktop connections.

Transfer of information, calendar and contacts between Lotus Notes and Microsoft Outlook.

Wipe Blackberry phone and recreate user profiles after migration to Exchange server.

Resolve password issue with Outlook and Lync instant messenger via Active Directory.

PNC Bank via Compucom – Pittsburgh, PA 7/2011 – 2/2012

Computer Refresh/Installer

PC refresh for in-office and satellite users at users location.

Re-imaged laptops from Windows XP to Windows 7 and installed pertinent software.

Transfer users data, settings, and printers to new computer manually and via script file.

Install additional programs as Lotus Notes, Genesis, Microsoft Office 2003-07, Oracle, and others.

Complete all paper work for order and shipment documentation via Otis tracking system.

Frank’s Contracting – Pittsburgh, PA 6/2006 – 7/2011

Operator/Site Supervisor

Site supervisor and liaison between company and customer.

Duties include personnel scheduling, proper equipment and supplies on site, oversee all aspects

of contract completions on site.

U.P.M.C – Pittsburgh. PA 1/2004 – 6/2006

Technical Support Agent

All aspects of on-site technical support either local or remote.

Support of multiple sites in and around office.

Athletic Training Network – Pittsburgh, PA 7/2002 – 1/2004

Implementation Specialist

Install server equipment into existing network structure on client’s site.

Assist users on login and set-up process.

Train end users on proper operation of site and resources.

Continual support via remote desktop for client everyday need.

Education

Education: I.T.T. Technical Institute, Pittsburgh, PA 2001 – 2004

Bachelor’s Degree in Applied Science Computer Networking.

Pittsburgh Institute of Aeronautics, Pittsburgh, PA 1991 – 1993

Associates Degree in Aeronautical Maintenance

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