Stephen Bowman Email & Phone Number

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

Raleigh-Durham, North Carolina Area

Raleigh-Durham, North Carolina Area

The Tier I Supervisor is responsible for planning, organizing, and managing all strategic and operational activities for datacenter and managed services customers. Responsibilities are to develop, implement and monitor processes, policies and procedures to ensure that maximum efficiency from Tier I Technicians are executed as planned.Supervise a team of 24x7 Tier I Technicians providing centralized support for 27 datacenters and managed services customers.Manage critical incidents, following procedures and following up with customers. Manage ticketing process and enforce customer response SLAs. Adherence to documented procedures, creation of new procedures and updates to existing procedures. Own internal and external communication, driving excellence in customer care. Assist in root cause analysis and implementing processes to improve overall effectiveness. Develop and distribute ticketing metrics to staff, seeking new ways to improve customer service. Develop staff through regularly occurring team meetings and one on ones. Primary component for customer change control notification. Assist in development and execution of Net Promoter Score.

Raleigh-Durham, North Carolina Area

The Tier 1 Support Technician is charged with providing Tier 1 level customer technical assistance and account support at the 24x7x365 Central Network Operations Center. Responsibilities include customer support, initial troubleshooting, incident escalation, managing the ticket life cycle, and owning internal and external customer communication.Work with the ticketing system, be the customer liaison for Tier II and be the main contact for the customer throughout the ticket cycle. Working with a team in a NOC environment ensuring SLAs are met in response to events and customer requests. Conduct customer follow up to ensure customer support requests have been completed to the customer’s satisfaction. Communicate and coordinate with third party support and network operations centers Respond to events generated by monitoring systems, perform trouble analysis and perform level one troubleshooting.

Hampton, Va

Provide general contracting services to residential and commercial customers. Work with the customer to deliver custom solutions for their satisfaction. Coordinate subcontracting services to deliver expected product in timely manner. Maintain full compliance with local building codes.

Hampton, Va

Provide phone support for local and international customers regarding card services with strict compliance to security. Create and maintain daily balancing ledgers for transaction auditing for 20+ ATMs. Initiate investigation of fraudulent card activity. Assist with the creation of company intranet.

A+ Certification

The CompTIA A+ certification is the starting point for a career in IT. The exam covers maintenance of PCs, mobile devices, laptops.

Scp

As a ScienceLogic Certified Professional (SCP), I am recognized and promoted by ScienceLogic as a person with the technical skills.