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Technical Support Customer Service

Herndon, Virginia, 20170, United States
January 31, 2017

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Steven E. Detoro


Career Summary

*/****- ******* *** ** Organization Chantilly, VA

SharePoint Development/Site Collection Administrator (December 2014- Present) –

Currently acting as technical lead and developer for multiple SharePoint projects where I design and develop SharePoint 2010 and SharePoint 2013 site collections utilizing SharePoint designer, InfoPath forms and workflow design to create custom solutions based on customer requirements. Manage multiple site collections across multiple customer networks following Agile methodologies and using JIRA for tracking user stories and features.

Business IT Partner –Primary responsibilities include IT liaison between the CIO and the company’s lines of business and IT training and coaching. Duties involve identifying IT requirements, developing ConOps and planning projects and resources for the business areas that are developing new products and services for our internal customer. Additional responsibilities are the IT coaching and training lead, Developing and performing Enterprise Technology Education Training, including brown bag sessions, “how to” videos and other training documentation and sessions. Assisted in the development and implementation of the CIO offices internal Social Collaboration strategy. Utilized services and solutions including Microsoft SharePoint, Virtual Teleconferencing and Eureka streams content.

2/2000 – 8/2011 Lockheed Martin Denver, CO

IT Lead S&NS – Acted as IT liaison between multiple proposal and programs and our Central IT organization. Main duties involved identifying IT requirements, developing ConOps and planning projects and resources. Designed the LOB SharePoint site and trained staff on its use. I also coordinated Virtual Teleconferences (VTC) to support multiple geographically dispersed teammates.

IPLM Test and Support Lead – Supported the Enterprise Product Lifecycle Management Application, using the TeamCenter core application. Responsible for developing test plans and test cases, running Technical Readiness Reviews and Operational Readiness Reviews to ensure software requirements were met, and that core functionality was developed and implemented as determined by the user base. Responsible for Application user support, documenting enhancement requests, and resolving and tracking break /fix issues. Also provided user training of the product.

IPE Consultant –Responsible for Technical consulting for programs and business units using the Integrated Product Environment (IPE), our internally designed web based collaborative utilizing SharePoint Services. Successful in having multiple programs and functional areas use and benefit from the tool and training materials. Responsible for developing and performing live and computer based user training for the IPE.

Desktop Support and System Administrator (Classified systems) – Responsible for setup and

maintenance of client PCs and Servers necessary for the program to carry out day to day

activities. Responsible for the installation of third party software applications, and to provided fast and accurate service to a large client base. I was heavily involved in our Windows NT migration project. Main duties were to provide software application and hardware support. Position required timely response for over 500 clients. Participated in Office 2000 deployment, Windows 2000 deployment, Digital Dashboard deployment. Led Virtual team of Remote support analysts designed to reduce TCO for the business unit. Worked remotely from home, supporting multiple business sites and was very successful in reducing call backlog and resolving issues.

3/99-6/99 Computer Education & Design Gulf Breeze, Florida

Technical Recruiter – As sole recruiter in small privately owned company I was responsible for organizing and implementing our Technical Recruiting plan. This included Internet, print and direct mail strategies for soliciting resumes for open positions both within and external to the company.

8/98 – 3/99 Comprehensive Computer Consulting Birmingham, Alabama

Information Resources Specialist – contract position with The Southern Company/Gulf Power Company. Help Desk support, responsible for timely installation, maintenance and troubleshooting of PC hardware and software at multiple sites, consisting of over 500 users, using SMS, on site, and Help desk support. Responsible for accurate reporting of case history and billing of time to clients for work performed.

3/98 – 7/98 Peak 1 Resources Littleton, Colorado

Technical Support Supervisor – Hired to manage the Technical Support group for a leading government forms provider. Responsible for determining and implementing policies and procedures, and for the hiring and training of technical phone support personnel. Designed and conducted internal Customer Service training program. Other job duties included network support and hardware configurations for the company, updating the Technical support knowledge base.

3/94 – 3/98 Columbine JDS Denver, Colorado

System Administrator/Consultant - Daily management of 3 Windows NT and 1 Novell server; Configure, support and maintain Server and PC hardware and software for internal users and clients, liaison between Cable and IT departments. Plan annual Hardware budget. Performed client and employee training; accountable for Server and PC downtime. Excellent working knowledge of Windows NT server and Workstation and Windows 95 operating systems, network protocols (TCP/IP. NetBEUI, IPX/SPX) and peripherals.

Quality Control Specialist - performed software testing and designed software test plans for new product release, version control administrator, and coordinator for software releases.

Client Services Representative - provided technical product support, on site consulting and training for cable advertising clients.

8/93 – 3/94 Random Access Denver, Colorado

Configurations Technician - Hardware and Software installations on IBM and Macintosh compatible computers.


Bachelor’s degree - Business Administration - Western State College of Colorado, Gunnison, Colorado – 1981

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