Stephen Passey Email & Phone Number

Sacramento, CA, US

• Utilized IT Service Management tools to respond to technical support queries via phone, chat, email, and in-person methods.
• Provided detailed documentation about Service Desk inquiries and resolutions.
• Administered hardware, software, network, user access, cloud and application support.
• Referenced support documentation and materials for further in-depth support inquiries.
• Facilitated mentorship on professional development and technology training to peers and end-users.
• Partnered and escalated incidents as required for appropriate technical resolutions.

• Provided direction and support for questions regarding various library services and resources.
• Provided one-on-one tutoring for eBooks, email, user interface, Microsoft and Google applications, as well as mobile and desktop computing.
• Utilized the Encore catalog system for search inquiries using Boolean search methods.
• Experienced supporting and enriching a multitude of communities and demographics from 15 branches throughout SPL.
• Provided research project assistance citing scholarly articles, eBooks, and other reference materials.
• Maintained hardware support for a variety of classroom and library supplies including computer systems, printers, network equipment, mobile devices, and eReaders.

• Supported students through their use of Microsoft Office, Google Workspace apps, D2L, and eServices platforms.
• Provided assistance at the research desk for librarians, as well as assisting students in the search for reference utilities such as scholarly articles, eBooks, and physical reference materials for course projects.
• Assisted in the pilot launch of an online learning resource, MindTap, for the Puente and Umoja cultural programs to aid in streamlining the eLearning process, and improve communication between students and instructor.
• Processed book circulation through the use of Millennium library software.
• Provided students with technical support through eServices accounts; including password management, course search queries and enrollment, transcript retrieval and printing, university transfer documentation, and.
• In addition, provided students with support for Google Apps and campus Chromebooks; tutored students on the use on Google Drive applications, as well as email forwarding (for required campus emails to personal accounts.

• Responded in a timely manner to support requests through forum, website, and email applications.
• Developed website content and improved the design by utilizing HTML, PHP, and RTF editing tools.
• In collaboration with community college MESA programs, assisted in launching a successful campaign to connect libraries throughout California to STEM students in order to provide digital literacy training to library.
• Processed and maintained large data sets including collections, data entry, advanced technical analysis, as well as ad-hoc queries and exporting for presentation.
• Managed social media content for the program in order to increase the scale of community reach to a larger, but focused audience.
• Utilized the OTRS ticket management platform to keep track of all technical inquiries, and task completion.

• Administered front desk clerical help in response to software and hardware technical concerns or department inquiries.
• Recorded support requests through Microsoft Office and LanDesk applications.
• Maintained inter-department communication to ensure projects and tasks were always up-to-date.
• Utilized remote desktop clients to diagnose employee computer malfunctions and to coordinate department meetings.
• Transferred and deployed new employee hardware stations.
• Maintained hardware fixes for devices such as office printers and desktop towers.

Master Of Library And Information Science - Mlis

Bachelor Of Arts - Ba, English Language And Literature/Letters

Associate Of Science - As, Library And Information Technology

Associate Of Arts - Aa, English Language And Literature/Letters

Associate Of Arts - Aa, Multi/Interdisciplinary Studies