On-Site It Support

STEVEN R. FORCE

*** * ***** ****** ********* Il *2258 618-***-****

Email: *******@*****.***

CAREER OBJECTIVE

To continue my IT career in the field of Application, Hardware, Networking and PC support.

CAREER PROFILE

DEDICATED IT PROFESSIONAL offering a strong record of performance in system/software/hardware installation, user support and organizational productivity. Significant qualifications include:

•Highly proven success at supporting end user base of 4000 associates.

•Maintain outstanding end-user satisfaction through personalized service, knowledgeable assistance and follow-up.

•Effectively performing installations and providing remote support for over 200 systems with up to 1,500 users.

•23 years experience supporting end user Desktop and Laptop Hardware and Software Applications.

•Experience in supporting Telecom Systems including Cisco Voice over IP.

•23 years experience with on-site and telephone support requiring immediate problem resolution.

•Installation & support for various HP & Dell Poweredge Servers.

•Proficient in PC imaging and peripheral device installation and testing.

•Cisco Router IOS and Cisco Catalyst Switches.

•Familiar with Visual Basic Programming, C++ programming, HTML, COBOL, MS Access, DOS, Networking & Advanced Networking.

•Extensive 10BaseT Network cable installation and termination.

•Experienced in equipment purchasing.

•Flexible regarding scheduling, overtime, and special projects.

•Knowledgeable about information security.

PROFESSIONAL EXPERIENCE

April 2024 - September 2024 Researching other opportunities and short term contracting positions with Washington University & Conagra Foods, Centralia, Illinois

Lumeris Technologies - Maryland Heights, MO

June 2018 to March 2024

Senior IT Support Specialist - Service Desk

•Worked on a 6 member team as Senior IT Support supporting 1500 Remote end users.

•Daily interaction with O365, Azure Portal, Active Directory, Proofpoint, general Windows 10 Support.

•Extenstive support for Cisco IP Communicator, Cisco Webex App & Cisco Webex CC.

•Active Directory

•Hardware support for remote end users & software support using remote software daily.

•All aspects of Windows 10 support, Networking Support, TCP/IP & hardware support when needed.

•Work very well interdepartmentally.

•Accustom to working in a fast paced environment using Service Now as ticketing software.

•Immediate on-site and on-call support requiring 99 percent uptime

•Worked in depth with Service Now ticketing system

April, 2018 - June 2018 - Researching other opportunities after Scottrade buy out by TDAmeritrade

Scottrade, Inc

July 2015 – March 2018

Desktop Support Technician

Provided Level 1 & 2 Support for approximately 500 Branch Offices & 4000 End Users

•Excelled in providing end-to-end support and first call resolution.

•Active Directory

•Charged with training and additional support of new team members.

•Consistently received excellent quarterly reviews with highest team metrics.

•Troubleshoot all aspects of desktop, laptop and network resolution needs.

•In depth troubleshooting, all aspects of Network Printers.

•Worked closely with Level 2 & 3 teams for escalated incident resolution.

•Windows 7 & 10 Enterprise environment.

•Avaya VOIP Telecom Troubleshooting.

•Worked in depth with Service Now ticketing system

Starwood Hotels & Resorts, Sheraton St. Louis City Center Hotel & Suites

April 2012 – June 2015

Information Technology Analyst

Provide on-site support for all Technology needs though out entire Full Service Hotel Facilities.

•Maintain all user security access needs as defined by corporate.

•Active Directory

•Maintain, support and implement all system upgrades defined by corporate.

•Provide on-site support for all technology needs required for day to day operations.

•Provide on-site support for all platforms including PMS software Windows server environment and Windows 7 Enterprise workstations.

•Immediate on-site and on-call support requiring 99 percent uptime.

•Worked in depth with Service Now ticketing system

February 2012 - March 2012 - Researching other opportunities after HDA layoff due to physical book distribution market decline.

HDA, Incorporated

October 2007 to January, 2012

Distribution Center Support Specialist

Provide on-site and off-site support to high production HDA Distribution Centers.

•Workstation support for approximately 190 workstations in Office & Warehouse environment.

•Active Directory

•Managed wireless network on Cisco AP platform with approximately 20 Cisco 1130,1240 Access Points.

•Extensive peripheral device installation and configuration.

•Support for approximately 45 production label printers, dot matrix printers & laser printers.

•Installation & support of various Dell Poweredge servers.

•Cisco switches, routers and fiber uplink experience and Cisco VPN configuration.

•Immediate on-site support requiring 99 percent uptime.

CARDINAL BUSINESS EQUIPMENT

May 2004 to September 2007

Installation Technician/Helpdesk Support, Government Contractor

Department of Veterans Affairs Contractor

Installation and support of 200 nationwide point of sale systems on various Windows platforms.

•Extensive on-site installation and off-site telephone support.

•Software support and training.

•Managed remote nationwide installations via telephone support.

•Direct interaction with Networking and Telecommunications to provide project completion.

•IP Address and subnetwork address schemes to provide fluent system installation.

•Position required extensive travel nationwide and Puerto Rico.

•24 Hour On-call technical support.

•Called upon for high priority, immediate problem resolution for point-of-sale computer systems.

•Category 5 and serial cable installation, termination and testing.

HOSPITALITY DATA SYSTEMS, INC.

August 1999 to May 2004

Technical System Staging Manager

Managed configuration, staging, imaging, testing and monitoring of all point of sale computer systems.

•Extensive troubleshooting of all hardware, software and peripheral devices.

•In-depth exposure to networking using various Windows operating systems.

•Charged with purchasing, cost control, shipping & receiving.

•Provided on-site/telephone support for approximately 300 point of sale computer systems.

HOSPITALITY DATA SYSTEMS, INC. (Continued)

•On-site system software & hardware support.

•24 Hour On-call technical support.

•Called upon for high priority, immediate problem resolution for point-of-sale computer systems.

EDUCATION

Associate of Applied Science Degree, Computer Information Systems, December 2000

Southwestern Illinois College

Associate of Applied Science Degree, Pre-Engineering, 1988

Belleville Area College

Cisco Certified Network Associate (CCNA Certification), September 2004

Recognized for Top Academic Honors

Cisco Network Academy Program

References Available Upon Request.

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