Technical Support Help Desk

Steven Baumbarger

Help Desk Technician/System Administrator

******.**********@*****.*** • Clearwater, FL 33756

linkedin.com/in/stevenbaumbarger • 727-***-****

Dynamic and analytical team lead with extensive experience in providing top-tier technical support, ensuring timely resolution of issues, and maintaining high customer satisfaction. Skilled in troubleshooting, problem-solving, and managing support tickets to meet SLAs. Adept at refining support processes, implementing effective training programs, and mentoring junior technicians to enhance team performance. Proven ability to improve operational efficiency and drive continuous improvement in a fast-paced environment. Committed to staying current with technological advancements through ongoing education and certification. Seeking to leverage technical expertise and customer service skills to deliver exceptional support and contribute to the success of the organization.

Areas of Expertise

Technical Support

Troubleshooting

Customer Service

Problem Resolution

Help Desk Management

Ticketing Systems

Incident Management

Service Level Agreement (SLA) Adherence

Remote Support

Software Installation

Hardware Maintenance

Technical Documentation

Technical Proficiencies

Web Development Content:

Joomla/HTML/SQL/WordPress, Transact-SQL

OS:

Mac Windows 7-11, Windows Server Management (2000-2022)

Exchange:

AD, DNS, DHCP, Virtual Technologies / VOIP/VPN/Terminal Servers

Antivirus Enterprise:

Level Norton, MacAfee, Trend, Sophos

Security Protocols:

RSA/Routers/HP-Cisco/PCI data security/Partition Locks

Professional Experience

Vela Research, Clearwater, FL (Hybrid)

Team Lead

January 2020 — Present

May 2021 — Present

Direct and evaluate high-performing technical support team, focusing on efficient completion of daily operations and adherence to Service Level Agreements (SLAs). Mentor staff and oversee recruitment, performance appraisals, and disciplinary actions to maintain optimal team functionality. Serve as primary point of escalation for intricate technical issues for timely and effective resolutions. Develop and maintain workflow metrics and tracking systems by using Jira and ServiceNow. Craft and execute comprehensive training programs to enhance organizational capabilities and meet strategic goals.

●Boosted IT team's proficiency with new monitoring tools by designing and leading training sessions.

●Implemented and managed system for monitoring SLAs and workflow metrics, streamlining operations using Salesforce.

●Enhanced team productivity and customer satisfaction through effective leadership and direct supervision of support staff.

●Optimized communication strategies to facilitate clear and impactful interactions with stakeholders and customers.

Technical Support/Application Support

January 2020 — May 2021

Resolved complex technical issues through tiered support by providing guidance via email, phone, and web portal to both internal and external clients. Developed and executed QA testing for software pre-release for seamless deployment. Delivered comprehensive SQL and application support for better client understanding and utilization of multiple web-based platforms. Conducted thorough incident documentation and management, leading to effective issue resolution. Designed and facilitated training for new clients on broadcasting compliance software, aligning with FCC regulations and company standards.

●Acted as primary escalation point for intricate technical challenges, significantly decreasing resolution times and improving frontline support effectiveness.

●Implemented tracking system for Service Level Agreements and workflow metrics, resulting in optimizing service delivery and operational transparency.

●Maximized use and management of new monitoring tools by designing and conducting IT team training sessions.

Equity Lifestyle Properties, Tampa, FL (Hybrid)

Application Support Specialist

August 2017 — January 2020

November 2018 — January 2020

Executed software upgrades, patches, and system enhancements to ensure robust application performance. Managed special IT projects top optimize enterprise business systems and application operations. Coordinated with development teams to troubleshoot issues and analyze root causes. Conducted ad hoc SQL/Excel report generation, fulfilling data extraction requests with precision. Fostered client relationships via proactive communication and delivery of valuable technical insights.

●Streamlined application support processes, resulting in improved system stability and user satisfaction.

●Facilitated seamless software transitions by rigorously testing and installing updates and patches.

Service Desk Technician

August 2017 — November 2018

Delivered comprehensive technical support across multiple channels, including phone, email, and remote assistance. Configured, troubleshot, and maintained hardware and software for diverse range of devices, such as desktops, laptops, tablets, smartphones, and A/V systems. Coordinated with IT departments for efficient incident resolution and prevention of future issues.

●Successfully configured and supported end-user hardware and software, enhancing overall user experience and productivity.

●Facilitated seamless onboarding and offboarding by efficiently setting up workstations, contributing to workforce agility.

●Minimized incident recurrence and maintained system integrity by collaborating effectively with cross-functional IT teams.

Atlantic Specialty Lines, Clearwater, FL

IT Administrator

June 2015 — August 2017

Assessed and managed IT project requirements by incorporating technical strategies and overseeing research and development throughout project lifecycle. Designed and executed technical solutions by collaborating with operations staff on implementation, testing, and deployment.

●Increased system reliability by achieving 99.9% uptime rate for new email server, ensuring uninterrupted email communication.

●Enhanced operational security and team performance via regular audits, detailed call reports, and targeted coaching sessions.

●Streamlined internal workflows by partnering with various stakeholders, including underwriters and auditors.

Shiyan Experimental Middle School, Qiqihar, China

Teacher

June 2014 — June 2015

Designed interactive programs to enhance student-teacher engagement and drive motivation. Collaborated with educational staff to align teaching strategies with curriculum goals. Monitored and assessed student progress to meet academic standards.

●Developed and implemented intervention system to improve academic performance among underperforming students.

●Introduced diverse and intellectually stimulating instructional materials to foster a robust educational environment.

Local/Remote Services, St Petersburg, FL

IT Administrator

May 2013 — June 2014

Administered local and wide area network infrastructure for robust connectivity and system reliability for diverse business clients, including healthcare providers and retail establishments. Provided comprehensive technical support, both on-site and remotely for seamless operations and swift issue resolution. Managed virtual environments by utilizing VMware to streamline daily operations.

●Optimized project transitions by collaborating with managers, executives, and staff to attain project objectives.

●Safeguarded information integrity and improved system performance by conducting security audits and operational reviews.

●Delivered targeted coaching and generated call reports to bolster development and production staff performance.

Leaders Casual Furniture, Largo, FL

IT Administrator

May 2012 — May 2013

Guided and enhanced team capabilities in resolving technical challenges for seamless operation and maintenance of enterprise networks. Administered and sustained corporate and critical network infrastructures, safeguarding key network assets. Ensured optimal functionality of servers, hardware, and application software through diligent analysis and maintenance.

●Reduced system downtime by steering team in providing round-the-clock technical assistance.

●Streamlined server and application software processes for consistent availability and accessibility for all company stakeholders.

●Led safeguarding of network assets and enforced security measures to protect sensitive data and prevent unauthorized access.

Raymond James, St Petersburg, FL

Financial Technical Analyst

December 2007 — April 2012

Provided expert technical support to financial and business analysts for efficient resolution of complex technical issues. Trained employees on internal technical tools to enhance service delivery to internal and external clients. Fostered collaboration across departments to drive customer satisfaction among financial advisors and stock traders. Developed strategies to maintain high-quality customer service and improve technical support processes.

●Diagnosed and resolved intricate technical problems, contributing to a consistent record of high service levels.

●Trained and mentored team members, leading to improved performance and service delivery.

●Played pivotal role in development and implementation of training programs for new technical tools, resulting in enhanced employee proficiency and customer service.

Additional experience as Technical Support, Dell Computer Corporation, Nashville, TN

Education

Bachelor of Arts in Education Warner University, Lake Wales, FL

Licenses & Certifications

MCSE (Microsoft Certified) CompTIA A+ Certification DCSE) Dell Certified System Engineer Six Sigma FEMA Security Analyst Certified TESOL/GAC Teacher

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