David Stem Email & Phone Number

Provide technical and client support operations, manage service ticket queue, configure, install, complete software patches and upgrades, and troubleshoot hardware and network issues. Field and resolve inquiries from frustrated and frantic end-users, manage small to medium-size projects, negotiate deadlines, manage resources, and track assets. Complete exhaustive walkthroughs of large-scale installations to evaluate readiness and post-install for quality assurance on cable runs, ingress/egress, security, equipment mounting, operability, etc. ➤ Created digital ticketing/queue system to manage trouble, upgrade, and special requests. ➤ Manage projects all wireless installations for SXSW across all venues, and similar projects in 5-state region for clients that include Google, OMNI Hotel, Austin Convention Center, Sony, Google Fiber, Microsoft, and Spotify ➤ Operate as Subject Matter Expert (SME) offering technical advisement, collaboration, and troubleshooting assistance on all escalated issues to all team members. Lead all in-house training➤ Act as customer champion throughout project lifecycles to confirm client experiences and satisfaction are highest priority and QA exceeds expectations for product integrations

Managed high volume of equipment configurations and work order fulfillments and confirmed network integrations were accurately installed and calibrated with clients’ infrastructures. Spearheaded technical project deliveries, tracked to milestones, provided on-time status reports, communicated issues and concerns early, troubleshot system, software, and hardware failures, and coordinated resources and inventories of supplies. ➤ Built unshakeable client faith by being trustworthy, dependable, resourceful, and consistent. Maintained attitude of readiness to roll up sleeves at a moment’s notice➤ Consistently exhibited high-visibility, hands-on assistance; mentored others to help solve problems. Brainstormed, listened actively, and encouraged them toward clarity, transparency, and actionable insights

Partnered with clients to complete tower builds and installs that were frequently multi-week onsite projects working even in extreme inclement weather. Confirmed delivery of appropriate parts and supplies, rigorously adhered to all safety and security protocols, and managed leased equipment. Troubleshot hardware, software, GUI system configurations, legacy system integrations, software and firmware updates, SaaS network issues, and warranty concerns. Handled repairs that arose from natural disasters such as storms, high winds, and lightning strikes.➤ Documented technical specifications, integration plans, deployment strategies, and maintenance lifecycle processes. Created unified suite of scalable, enduring processes that illustrated way forward➤ Balanced ambiguous, ever-shifting priorities with flexibility and even temperament, never lost sight of actionable steps, big picture, and granular but still vital details. Facilitated best practices to maintain client trust

Introduced technology and products (software, hardware, mobile devices, operating systems, and peripherals) to technical and non-technical audiences of all levels of familiarity, remaining patient and supportive even through the most challenging and confusing inquiries, concerns, and issues. Worked on the helpdesk team to make repairs, investigate and fix or escalate device and system issues, etc. Educated end-users on device setup and usage.➤ Resolved items in ticketing queue quickly. Communicated delivery timeframes, provided status updates, and followed-up to ensure full customer service satisfaction ➤ Tested all repair projects to determine usability and development next steps required. Distilled and translated complex concepts to clients which won credibility, loyalty, and confidence