Customer Service Technical Support

Stephen George Phebus

SUMMARY

Itil Foundation certified, technically skilled, conscientious, strong, reliable, dedicated IT professional with extensive experience supporting US Public Sector clients for the Enterprise Services subsidiary of a Fortune 500 company. Strengths include a positive attitude; attention to details; excellent customer service and interpersonal skills; mentoring team members; following through on issues; and interacting well with management, colleagues and customers. Experience in:

Azure Active Directory

Microsoft Lync 2010

Soti MobiControl (2 years)

SQL

Interpersonal Communications (24+ years)

Customer Service (24+ years)

Technical Support (23 + years)

SCCM (for software installations)

SolarWinds (2 years)

Ethernet and Network connectivity Troubleshooting (21 + years)

Microsoft Office 365

Skype for Business (Lync 2013)

Remedy

RSA Token

VPN Technical Support (10 years)

Windows 10 Workstation

Documentation

Working well with others in a team environment and in pressure situations (24 + years)

Windows 10 Workstation (personal machine)

Laptop Repair (Dell and Lenovo)

Remote Desktop Support

Custom and off the shelf Application Support (ex. Microsoft Office) (23 years)

Tivoli Electronic Software Distribution

Tivoli Desktop

GOOD User Administration

Windows 2008 Server

Help Desk and Service Desk (23 years)

MultiFactor Authentication Support (5 + Years)

HP Server Automation Software

Windows NT 4.0 Server Administration

Mobile Device Support for devices such a Blackberry, iPhone, iPad and Android (6 years)

Microsoft Active Directory and Exchange Administration (10 years)

Mobile Iron

Active Directory (16 years)

Windows XP Workstation Support

ServiceNow

DameWare

WebEx

Sharepoint (as a user) (3 years)

PROFESSIONAL EXPERIENCE

Hewlett Packard Enterprise (as a Stage 4 Solutions contractor) 4/27/2023 to 12/8/2023

Field Services Technician - Datacenters

I analyzed, troubleshot, and resolved issues within IT infrastructure including HPE Enterprise systems, servers, storage, and networking.

I maintained an understanding of a Data Center IT Operations environment and the knowledge to use software tools to perform day-to-day functions and troubleshooting.

I provided installation and or break/fix support including component replacement, hardware troubleshooting, and operating system installation.

I performed operational management tasks including working to resolve escalations and clearing blocking issues to enable continuous delivery of datacenter support activities.

Stephen Phebus Page Two

CompuCom (OpenSystems Inc contractor) Wilson, NC 4/11/2022 to 2/10/2023

Field Services Technician II for Truist (as an OpenSystems Inc contractor at CompuCom)

The responsibilities for this position included repairing computers and printers, assisting with site setups, imaging computers and shipping and deployment operations.

Wells Fargo (as a TekSystems Contractor) Raleigh, NC 9/28/2021 to 10/29/2021

Tech Operations Associate (TekSystems Contractor) - Identity and Access Management Wholesale Identity and Access Management

For tickets submitted by authorized users, I submitted requests for end users requesting that they be given access to applications, hardware platforms (such a mainframes), network access such as VPN and Active Directory, email, shared mailboxes, Active Directory Groups, shared folders, and other IT resources.

Dell Technologies (as a South 6 Contractor) Raleigh, NC 1/28/2021 -2/22/2021

Help Desk Technician (South 6 Contractor))

In support of a Dell Technologies client, I worked as part of a project Help Desk assisting end users with transitioning to Multi-factor Authentication for VPN access using tools such as Zoom (conferencing), Azure Active Directory for MFA, ServiceNow (incidents, placing tickets and reassigning tickets) and Microsoft Teams for collaboration.

Recommended improvements to ensure excellent customer service and improve team efficiency.

I created and ran a daily report of our team’s open tickets in ServiceNow to assist the leads with identifying and closing duplicate tickets, identifying tickets that needed follow-up and updates and with reassigning tickets to balance the ticket workload.

Perspecta (as a contractor from Convergenz) Raleigh, NC 10/12/2018 to 5/18/2020

Help Desk Technician Tier 2 (Convergenz Contractor) – United States Postal Service Account

Provided Tier 2 Technical Support for USPS proprietary applications on handheld scanners, kiosks and workstations using tools such as Active Directory Users and Computers, Remote Desktop, and Soti MobiControl to connect to the scanners and Proprietary Tools.

Responded to alerts from monitoring tools such as SolorWind

Troubleshot wireless connectivity issues using tools for monitoring the status of the site’s network and ping and traceroute, confirming that there was sufficient coverage in the areas where the issues occurred and confirming that the handheld devices were configured for the correct VLAN, the necessary backend configuration was completed and was correct, and confirmed that the scanners were active on the Carrier side.

Created trouble tickets and escalated them to the appropriate support teams as needed.

HCL Technologies Cary, NC 20 10/27/2014 to 10/23/2018

Service Desk Technical Analyst FedEx Account (2017 to 2018)

Service Desk Technical Analyst – Anthem (Wellpoint) Account (2015 - 2017)

Service Desk Technical Analyst FedEx Account (2014 to 2015)

Provided Level 1 Technical Support for the Anthem and FedEx Client for their custom applications, hardware, operating systems (such as Windows 10), RSA Tokens and RSA Remote Access Client and other software such as Microsoft Office.

Assisted callers with setting up VPN / RSA Token Software and company email on their mobile devices.

Performed initial troubleshooting for issues with Mobile Devices having issues accessing company email and VPN Tokens.

Assisted with initial troubleshooting and handling of Blackberry, iPhone, iPad, and Exchange incidents.

Added and removed Blackberry, iPhone and iPad Services for users.

Created trouble tickets and escalated them to the appropriate support teams as needed.

Recommended process improvements to ensure excellent customer service,

Provided end user support for Anthem’s migration to Office 365

HP Enterprise Services and EDS, Homeland Security and Justice, Raleigh, NC 10/30/1995 to 05/30/2014

Service Desk Analyst – Department of Homeland Security Account (2013 – 2014)

Assisted with initial troubleshooting and handling of Blackberry and Exchange incidents.

Created trouble tickets and escalated them to the appropriate support teams as needed.

Created and disabled email accounts updated email distribution lists and performed password resets.

Added and removed Blackberry Services for users.

Recommended process improvements to ensure excellent customer service.

Obtained ITIL Foundations Certification.

Completed ISO 20000 training to support organization in obtaining this certification.

IT Systems Technician - ATF Account (2004 - 2013)

Under general supervision, provided onsite or remote support for one or more of the following user systems: desktops, laptops, printers, peripherals, handhelds, servers, LANs, and WANs according to contract specifications.

Provided full support of systems for break-fix, install, move, add, change, and preventative maintenance activities.

Performed additional support activities including requesting and performing software installations, monitoring, user data back-ups, patch implementation, incident resolution, account creation /deletion / access changes and maintenance using Active Directory, password resets and Account Unlocks requesting system upgrades and assisting with user data restorations.

Conducted initial hardware troubleshooting, software problem resolution and initial network troubleshooting (such as responding to alerts indicating a server is not responding to a ping request) within the IT systems environment.

Provided Support for VPN and RSA Token access issues.

Researched problems made recommendations for solutions and (if needed) assigned a ticket to the hardware support vendor to have a technician sent to the site to have systems repaired or rebuilt to appropriate specifications.

Updated hardware asset tracking information in Remedy and/or notified the appropriate team as needed.

Developed documentation and proposed updates to existing documentation for the knowledge base.

Provided user orientation of new and upgraded hardware/software packages.

Kept abreast of functionality of new systems.

Provided mentoring and guidance to other team members.

NT Server Administrator - USPS Account (1998 - 2007)

Troubleshot a wide range of network, hardware, and configuration problems for multiple applications/programs.

Processed Remedy tickets and took action to resolve issues. For example, I worked on tickets that were generated by system monitoring tools that indicated a server was not responding to a ping request.

Developed process and procedure documentation.

Interfaced with external Postal organizations and vendors to resolve issues.

Provided Support for Blackberry activations

Product Support Specialist - USPS Account (Backup/Restore Team Tier 2) (1998)

Escalated Trouble Calls and Tickets for backup and restore operations in a timely and efficient manner.

Performed other tasks as assigned

Product Support Specialist - Deers Account (1997 - 1998)

DLS (Distribution and Logistics System) Coordinator - Sprint Account and other US Public Sector Accounts (1995 - 1997)

EDUCATION / TRAINING

B.S. Degree, Business Information Systems

Villa Julie College (currently Stevenson University), Stevenson, MD

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