Steve Smith

Locust Grove, VA *****

acz4zq@r.postjobfree.com - 919-***-****

Quality-focused Professional with 10+ years of experience as systems support specialist in customer facing environments. Proven ability to create and deliver solutions that meet corporate objectives tied to business/ technology performance. Comfortable operating in a wide range of environments, and platforms. Authorized to work in the US for any employer

WORK EXPERIENCE

Production Worker

Jason Cases Corporation - Durham, NC - October 2016 to March 2017

• Maintaining visible presence on cinematic forums for product exposure/upselling opportunities including group buys, answering telephones, filing paperwork and completing various data entry items, collaboration projects with vendors, and picking up various forms of mediums for custom projects

•Receiving various types of foam shipments, case shipments, running inventory on all products in warehouse, and offsite storage

•Utilizing warehouse shop equipment to cut foam down to manageable sizes for the laser cutters, arranging global shipment pickups/drop-offs with several logistics companies

Information Systems Support Specialist (field)

Coca Cola Business Consolidated, Inc. - Clayton, NC - October 2015 to April 2016

•Managed 7 CCBCC territories for the North East region in Northern Carolina, providing technical assistance to all CCBCC faculty, and administrative staff. Responded to user requests for service, determined nature and extent of support needed.

•Installed, configured, maintained, and did various troubleshooting a wide range of hardware/software used throughout the company. Performed hardware/software upgrades to existing computer equipment as needed. Set up network printers, resolved network connectivity issues on GSM phones, tablets, and Investigates appropriate areas for potential problem and determines resolution.

•As a member of the I.S.S., on call for remote support 24-7, or on site to work on issues and determine solutions, IMAC environment,

•Provided network support territory wide which includes installing networked application software/ hardware, granting access to users, creating user groups, managing shared resources, installing peripherals, procuring various I.T. equipment when needed, and worked with 3rd party vendors to set up repeaters, fiber optics, and I.S.P’s.

•Trains users in startup, basic and advanced use of software programs including Quattro Pro, Word Perfect, Paradox databases, Kermit terminal emulation, GroupWise electronic mail and

•Maintained up-to-date expertise/working knowledge in the operation, and application of CCBCC applications/software used throughout the company.

•Met with and advised management every week to assess territory coverage, the company needs, growth, and implemented the necessary changes throughout.

•Performs other related duties as required to accomplish the objectives of the position.

Information Technology Analyst

One Touch Solutions - Raleigh, NC - May 2015 to September 2015

Data migration from Vista to Windows 7, Assisted with server & pc equipment breaking down/ setting up from one building to the next

•Installed wireless repeaters, ran cat5e lines, installed IP cameras, and upgraded server management software

•Utilized in house ticketing system to log, troubleshoot, update daily incidents with client.

•Provided remote assistance to 300 government employees.

Owner/Information Technology Specialist

Sticky Rice Repair - Durham, NC - August 2013 to April 2015

Performed on-site repair and preventive maintenance on personal computers and related peripherals.

•Designed, implemented, managed wired, and wireless networks, also built custom computers to best serve the customer needs. Scheduled work and ordered parts.

•Evaluated technical issues, troubleshot issues, solved concerns, and estimated and invoiced repairs.

Tier 2 Technical Support Specialist

Unisys @ Microsoft (client) - Reston, VA - September 2009 to July 2013

Worked with all Units on System Refresh Schedules

•Data Migration from old to new systems when necessary.

•Providing desk side, and remote support to user base of over 800 with a three day SLA for most issues

•Utilizing the Siebel/ITSM ticketing system to effectively manage and resolve all issues in a timely manner.

•Troubleshooting hardware and software issues for (Dell, Toshiba, Lenovo, and HP) desktops, laptops & printers.

•Network support for Polycom telecom systems

•Troubleshooting and resolution of networking issues, including patch work in LAN closets and port mapping.

•Resolution of application and operating system issues for Office 2003, Office 2007, Office 2010, Office 2013, Windows XP, Windows Vista, Windows 7, and Windows 8.

Dispatcher/Tier 2 Technical Support Specialist

Siemens Business Services @ BearingPoint (client) - McLean, VA - February 2004 to August 2009

Support for 2500 end users in a high volume, fast paced environment, and mentored new hires

•Resolved application, and operating system issues for Office 2003, 2007, Windows 2000 and Windows XP• Responded, evaluated, and prioritized incoming phone and email requests for technical assistance from users experiencing problems with hardware, software, networking, and other computer related technologies

•Utilized the Clarify ticketing system to manage and resolve all issues in a timely manner.

•Demonstrated effective problem solving skills by interviewing customers to accurately define a problem and determined appropriate course of action

•Analyzed and solved problems before they became critical, and identified the most efficient way to bring the customer back on-line

•Performed hardware repairs/ upgrades for Dell and Lenovo laptops, and desktops. LAN/WAN support, printing, and application support

•Functioned as liaison between the customer, suppliers, and other technical groups to resolve network and hardware issues

Desktop Helpdesk Specialist

Fannie Mae - Reston, VA - January 2003 to January 2004

Instructed Brokers/Lenders how to use the underwriting engine software, and provided them with assistance/ training to process their 1003 forms, and credit reports

•Established new relationships with Mortgage/Bankers/Credit Agencies by answering any concerns, questions, and navigated them through our products, website, guidelines, and policy manuals

•Provided IT support via remote desktop support to onsite and off-site users.

Senior Inbound/Outbound Sales Phone Banker

Servus Financial -Wells Fargo - Sterling, VA - November 2001 to December 2002

Responsible for receiving/making complex incoming outbound calls and providing customer service with the objective of extending contact to sell new or additional products, and/or services

•Provided one-on-one feedback, coaching, and mentoring new sales bankers.

•Reviewed data reports, and advised management

ADDITIONAL INFORMATION

CORE COMPETENCIES:

Refresh Planning/Administration- Troubleshooting/Testing hardware/software-System/Network Upgrades/

Migration-Windows Deployment Services- User Training/Application-Experienced with Seibel, Clarify,

Remedy, and ITSM ticketing databases

Contact this candidate