Customer Support & IT Troubleshooting Professional

Summary

Skills

Work experience

Stephen Glenn

Ypsilanti, MI 48197 +1-734-***-****

*************@*****.***

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Dynamic and results-driven professional with extensive experience at NCR Atleos and a strong foundation in computer networking and support. Proven ability to troubleshoot complex issues and enhance operational efficiency. Skilled in TCP/IP protocols and effective communication, consistently delivering timely resolutions and maintaining high customer satisfaction.

Computer networking and support

Network monitoring and troubleshooting

TCP/IP protocols

Microsoft Windows expertise

Cisco certification

Customer Engineer II, 06/2021 Current

NCR Atleos Ann Arbor, MI

Owned customer incidents as assigned, ensuring timely resolution and adherence to SLA requirements. Executed minor repairs and component replacements on Tier I equipment including PCs and printers. Assisted in site preparation through cable installation, equipment staging, and minor testing. Conducted modular swaps and unit replacements alongside preventative maintenance services. Resolved customer concerns by addressing issues directly or escalating to appropriate personnel. Maintained ownership of customer problems until satisfactory resolution was achieved. Performed First Line and Second Line Maintenance on ATMs and kiosks, ensuring operational efficiency. Facilitated effective communication with team members, territory managers, and Control Tower for issue escalation. NOC Support Engineer, 09/2019 02/2022

Express Employment Professionals Ann Arbor, MI

Monitored incident alert systems during normal and after-hours, notifying departments of malfunctions. Triaged support tickets by prioritizing requests based on severity and operational impact. Expanded content to streamline future support tasks related to network operations and IT knowledge base. Maintained asset management records, documenting procurements, hardware assignments, and recoveries. Engaged in advanced training to enhance troubleshooting skills for complex customer issues. Communicated effectively with customers requiring support to ensure clarity and patience. Mastered multiple network monitoring tools, rapidly detecting and resolving service-impacting events. Developed, tested, and installed network upgrades to align with organizational performance standards. HFC Technician, 04/2008 07/2019

Comcast Westland, MI

Delivered first-tier service for Converged RF network management, ensuring optimal performance across Video, High Speed Internet, IP Networking, and Voice products. Conducted proactive network surveillance to identify impaired or failed elements using tools such as Dashboard, Watchtower, Flux, Yeti, SASQ, and Scout.

Generated trouble tickets and assigned tasks to network agents to minimize customer impact and expedite resolutions.

Supported municipalities, Government Affairs, institutional loops, Digital Video Engineers, Fiber Construction, Plant Operations, System Engineers, IP Engineers, National NOC, Content PPV, Customer Care, and Dispatch groups.

Tier 2 Technical Support Specialist, 02/2007 04/2008 Education

Certifications

Comcast Ann Arbor, MI

Consulted with users via telephone to identify issues and perform diagnostic testing. Leveraged company resources to effectively address and resolve technical problems. Executed commands to observe system functionality across multiple operational areas. Multitasked to troubleshoot diverse technical issues across various systems and applications. Provided first-level support by remotely troubleshooting service, equipment, and account issues. Maintained compliance with updated policies and procedures with minimal oversight. Communicated solutions to customers, guiding them through corrective actions to restore service. Communication Tech 3, 06/2003 02/2007

Comcast Ann Arbor, MI

Conducted site surveys to identify optimal equipment positioning for maximum signal reception. Reviewed work orders and collaborated with prior shift to evaluate daily work requirements. Planned, installed, and maintained systems while repairing malfunctioning components. Analyzed project drawings to ensure installation activities met specifications. Executed regular system tests to verify functionality of all components. Connected wires and cables to terminals, completing required paperwork for each work order. Utilized hand tools for mounting, installing, and securing equipment. Adhered to company procedures, NEC/NESC regulations, and local ordinances during installations. Engineering Technician, 01/2000 05/2002

IBM Southfield, MI

Resolved customer complaints utilizing advanced diagnostic tools to enhance service efficiency. Examined on-site electrical systems and equipment for fault identification and corrective design implementation. Coordinated with vendors to obtain necessary equipment and tools for successful project completion. Managed resources, developed project schedules, and maintained departmental budgets effectively. Generated detailed reports documenting progress across all project phases. Built, calibrated, and maintained electrical instruments for design development processes. Conducted root cause analysis to identify and address project failure points. Collaborated with mechanical engineers to troubleshoot product development and maintenance challenges. 12/2024 Lancaster Bible College Lancaster, PA

B.A. Biblical Studies

01/2002 ITT Technical Institute Indianapolis, Troy, MI Associate of Applied Science Computer And Information Sciences CIENA 6500

NUTANIX

VERITAS

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