Steven A. Gibson

*** ****** **

Oak Ridge TN ****0

865-***-****

OBJECTIVE

Computer science position utilizing solid training and experience in computer programming, database administration and management, software development and testing, systems operations, maintaining operating system upgrades and technical support in these areas as well as 6 years of experience and 2+ years working with ServiceNow in the Service Desk environment.

EDUCATION

Pellissippi State Community College, Associates Degree, Computer Science - 1993 Course Study:

Visual Basic, Assembler, Pascal, COBOL, Systems Analysis and Design, Accounting,

Statistics.

Roane State – 2018-2021

Java Programming I & II

Beginning HTML and CSS

EXPERIENCE

SAIC Oak Ridge TN 04/14-Present

Technical Support 1

Active Directory support, Network connectivity troubleshooting, Windows based software application support/troubleshooting, Customer support, Customer issue assessment with troubleshooting of issue, use of the ServiceNow and Remedy Ticket Systems and Knowledgebase for ticket handling, documenting new/existing tickets with resolution or routing to appropriate support desk, creating templates KB articles for ServiceNow, customer follow-up and resolution of existing ticket issues, SAP support, Office 365 troubleshooting and support, iOS device/application troubleshooting and support.

Proficient in use of Office 365 applications Outlook, Word, Excel, Powerpoint, etc. in regards to using the products and troubleshooting user issues. Use of Microsoft Active Directory and Azure Active Directory in troubleshooting issues related to signing in and accessing file shares and multi-factor authentication.

Ross Computer Systems Inc (now AFS Technologies)

Knoxville, TN - 06/91-01/10

Programmer/Systems Analyst

Programming:

Concentration in Cobol, CL RPG/400 / RPG IV, embedded SQL programming, Pascal programming writing code for Norand handhelds, FTP scripting in on IBM and Windows systems.

Software modules included:

Order Entry, Accounts Receivable, Route Settlement, Employee Payroll, AP /General Ledger, Purchasing, Manufacturing and Costing. Purchasing Asset Management, Hand held Interface, EOD Transaction Processing. Hardware Platform: s36, AS400, i-Series, Power 5.

Additional responsibilities:

Program change documentation and 24/7 Support of software product. Maintained our development systems and customer migrations/new installations including replacing hardware on same platform. Prepared and taught training courses for Client/i-Series Access and i- Series/Power 5 security.

Responsible for maintaining and upgrading hardware/software Hardware Platform: Dell/HP

Software Platform: Windows 95/98/2000, Windows 2000 and XP servers Certified in IBM Technical Sales and Solutions from 2012-2010. Maintained Hardware and Software Maintenance contracts. Additional previous work experience available upon request. References available upon request.

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