Stephen C. Parker

313-***-****

ad4cdx@r.postjobfree.com

Education

● WCCCD, Detroit, MI

Associates of applied science

Skills

● Exchange Architect with 8 plus years of experience within the Information Technology Infrastructure ranging

from Designing to Implementation and support of technologies.

● Experience with multiple Microsoft products including Exchange 2013, 2010, 2007, 2003, Office 365, Lync

2013/2010, SharePoint, Skype, Microsoft Office Suite, and Microsoft Infrastructure Management.

● Designed, configured, implemented, and maintained an enterprise messaging environment including Office 365,

Exchange 2013, Lync, Blackberry, and Symantec Evault.

● Upgrading and decommissioning experience with the following servers: Windows server 2012, 2008R2, 2007,

2003.

● Implemented and maintained an Active Directory Environment supporting 20,000+ end-users within an

Production Environment

● Test, troubleshoot, and evaluate all hardware, operating systems, and server-level applications associated with the Lync 2013 environment and recommend appropriate server products and services to meet customer needs.

● Disaster Recovery planning, designing, and implementation experience in successfully leading and delivering

disaster recovery processes and procedures to ensure the resumption of vital business functions without any

interruptions.

● Experienced with the utilization of VMware ESXi, Workstation, and Fusion.

● Maintained an elevated level of server and network security to protect corporate resources from unauthorized access by implementing Group Policies (GPOs). PeopleSoft

● Apple Products, SAP, MDM, Android, Linux, manage and secure employee’s mobile devices that are deployed across multiple mobile service providers and across multiple mobile operating systems being used in the organization

● SAN Management, NAS Device management

●Break/Fix, Repair, POS devices & printer models

Experience

Detroit Medical Center November 2021 - Present

Senior Field Service Engineer

●• Maintain the application, software and systems for campus technology. Tasks includes coordinating with the designers, system integrators, maintenance providers, business partners and other Information Technology groups for business functionality and integration.

●• Serves as a thought leader in establishing operational strategies and an in-house approach to building systems and smart unit technologies.

●• Maintain close liaison with stakeholders to identify system needs, capture specifications, and deliver building systems that meet agreed upon requirements.

●• Assess and review hardware or software solutions to ensure requirements are being met and that sound technical and secure solutions are achieved.

●• Ensure solutions are routinely updated and compliant with approved corporate policies, departmental standards, and procedures.

●• Collaborate with stakeholders and technology partners to develop and maintain solutions roadmap.

●• Review submittals, code requirements, and develop testing plans.

●• Coordinate the repair and maintenance of all building technology systems.

●• Perform system verification and commissioning in coordination with 3rd party vendors.

Detroit Public Schools Community District November 2020 - October 2021

Field Services Engineer

●Act as the first line of contact of technical support and troubleshooting for district stakeholders, including parents, students, employees, external partners, community, and board members via phone, email, remote and in-person contact for technology supported by the District.

●Think critically and quickly to identify, diagnose, troubleshoot, and resolve technical issues for district software (e.g., Clever, PowerSchool, Schoology) and hardware (e.g., desktops, laptops, and tablets) for staff and students. Act as a skilled resolver for technical issues related to the District’s business applications across multiple workstreams.

●Business applications include Peoplesoft (Finance/Payroll), PowerSchool, Blackboard, Clever, Schoology, and other operational software, as well as Windows-based applications and hardware.

Ascension Technologies Sep 2019- Dec 2019

Desktop Technician

●Treat Everyone as your customer by providing customer support within their Service Level Agreements (SLA) and exceeding their expectations.

●Manage Expectations by providing consistent communication throughout the life cycle of the service ticket.

●Embracing smart opportunity by documenting all work into the ConnectWise Manage system and entering real-time time entries.

●Bring clarity across the board by validating and verifying daily audits on the remote monitoring and management system alerts and notifications.

●Step up, take action and finish by creating client documentation to provide efficiency and quicker resolution times in the future.

●Assist the Technical Support Coordinator to ensure requests are properly processed and routed to the correct resource so the request can be resolved quickly and efficiently including escalation of requests that require higher-level engineer support

●Onboard and Offboard clients, making sure licensing, workstations, client access, and permissions are provisioned or decommissioned properly

●Provide training as needed to clients on current technology

●Travel to client sites will be required

●Provide after-hours/weekend Emergency On-Call client support on a rotating schedule

Boral North America Mar 2018 – Mar 2019

IT Analyst

● Managing the onsite delivery software services or service delivery support, installation, and configuration for customer environments, both locally and remote

● The jobs solve various business systems, networking, and application problems for standard industry servers, specialized or complex clustered environments. VPN

● Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty.

● Provides direct post-sales systems on-site technical support for reactive and proactive customers.

● Service inbound and initiate outbound customer service calls to ensure that customer complaint is managed in a timely, accurate, and perceived as superior manner, by the Boral customer base. Safety equipment, shop tools, computer, printer, telephone, mobile phone, photocopy machine, fax machine, 10-key calculator, etc.

● Collect information on processes and procedures performed in the SAN management environment in the High-end Server environment.

● Created Aliases for host HBA's WWN to actual hostname when preparing for Microcode upgrade for EMC, generated lists of attached hosts on 5 DMX boxes, and check the redundancy.

● Monitor health connect backup during on-call schedule and troubleshoot and resolve issues during the swat calls and collaborate with respective teams.

● Resolved Remedy tickets in a timely manner.

● Decommissioned Windows and UNIX hosts when required.

● Involved in SAN Knowledge Transfer sessions with newly hired or existing transferred Employees.

Hewlett-Packard Sep 2017 – Mar 2018

Field Technician

● The job focuses on managing the onsite delivery software services, pre-sales, post-sales, or service delivery support, installation, and configuration for customer environments.

● The jobs solve various business systems, networking, and application problems for standard industry servers, specialized or complex clustered environments.

● Deliver reactive and initiative-taking activities according to Service Level Agreement to ensure customer satisfaction and loyalty.

● Provides direct post-sales systems on-site technical support for reactive and proactive customers.

● Each position maintains an elevated level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs, and ensuring that they are met.

● Jobs are responsible for company Total Customer Experience as well as revenue growth, profitability, and account retention

● Implemented a new Inventory System to coalesce multiple inventories, which reduced search time and reduced costs.

● Configured Apache to put multiple complicated rewrite rules into place.

● Planned and coordinated a scheduled move of a set of servers to a managed hosting environment, providing more nines in uptime and saving the company thousands in license fees.

● Worked with the development team to correct a disk space usage problem.

● Began a process to install Puppet and Zabbix on servers. This will allow for rapid configuration changes and constant monitoring.

General Motors Apr 2016 – October 2017

Technical support

● Responsible for developing and integrating new infotainment/telematics features and interfaces into GM vehicles.

● Detailed understanding of component, subsystem, vehicle, and off-board operation for each feature/interface is required. This activity includes problem-solving with the support of other engineering groups. Work requires a very high-level understanding of engineering concepts as they apply to systems integration.

MAC Professionals Aug 2015 – Oct 2016

IT Analyst

● Program, provision, and setup of apple and some google devices such as iPads iPhones, and iMac i.e. (pcs, tablets) for schools throughout North America with some traveling to other states.

● While maintaining the quality and procession of Apple Inc.

● MDM Administrator ensures that all mobile devices and activations are in compliance with company policies and procedures. Track device inventory in the MDM cloud environment and perform audits of the AirWatch system, manage and secure employees' mobile devices that are deployed across multiple mobile service providers and across multiple mobile operating systems being used in the organization

Sears Holdings Corp. May 2014 – Aug 2015

Data Center Operations Tech

● Responsible for network cabling infrastructure planning, installation, testing, troubleshooting, and documentation in support of data center server and computer installations.

● Worked closely with the facility’s operations team.

CDK Global Feb 2013 – May 2014

Client Technical Analyst I

● Tier 1 technical support calls assisting CDK Global LLC clients utilizing all resources available i.e. basic debugging & troubleshooting of CDK Global LLC software applications, end-user PCs, Windows Servers, network connectivity, working with client data via SQL, and most importantly maintaining superior service to CDK GLOBAL LLC clients.

Hewlett-Packard Mar 2012 – Feb 2013

IT Solutions Consultant

● On the MetLife help desk, helping end-users including but not limited to corporate users, a sales representative from all around the world with password problems locked accounts business equipment issues such as cell phones, laptops, and tablets, etc.

● Use business tools such as Active Directory, Microsoft products to complete tasks for the end-user.

Stefanini Jul 2011 – Nov 2012

IT Support Specialist

● Brought on as a (Level 2) IT Support Specialist for the Louis Vuitton project.

● The daily task would consist of handling calls from all departments of the LVMH industry from corporate employees to store sales associates.

● While dealing with computer-related issues, application errors, network error issues as well as active directory access knowledge, as well as MS-DOS Command Prompts.

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