Stefan S. Email & Phone Number

United States

San Diego

Provided support for 10,000 employees, performing software troubleshooting using remote control tools, and basic account administration following security verification policies. -Documented all issues using Remedy and Service Now ticket systems, escalating when necessary. -Unlocked and reset passwords for various network accounts utilizing: Microsoft’s Active Directory Users and Computers, SAP NetWeaver, Avaya CallPilot Manager, and RSA Security Console. -Remote assistance using Microsoft SCCM Remote Control and Bomgar Representative Console. -Provided drive recovery keys using Microsoft’s Bitlocker Administration and Monitoring. -Supported CAC smartcard physical security for laptop login and digital document signing. -Performed software installations utilizing Microsoft SCCM Software Center -Scanned and released blocked email attachments using Ironport Cisco Email Security Appliance. -Additional software support included Microsoft Outlook, Skype for Business, Invincea sandbox, Citrix Receiver -Install and troubleshoot local and network printers, and wireless network connections. -Supported Apple iPhones including ordering, service activation, and troubleshooting

Thousand Oaks, Ca

Provided support for 600 onsite and 200 offsite employees at the company headquarters, resolving hardware and software problems and performing routine network account administration. -Supported Apple iPhones including ordering, service activation, and troubleshootingProvided training and guidance to new IT employees on policies, technical procedures, and troubleshooting strategies. -Performed root cause analysis of computer problems to determine cause and resolution. -Utilized the Help Desk Authority ticket system to coordinate daily work, and troubleshoot issues with Windows 7, Office 2010, ShoreTel IP phones, VPN, WiFi, HP desktops and laptops. Included detailed notes in every ticket including when the client was contacted, and what actions were performed. -Reset user passwords and unlocked accounts through ADManager Plus. -Assisted offsite employees using LogMeIn Rescue to remotely control their computers. -Setup and resolved problems with BlueJeans video conference meetings.

Van Nuys, Ca

Provided multi-tier assistance and network administration for all company employees as the lead technician. Coordinated all primary help desk functions including ticket prioritization, project management, and SLA guidelines. -Created Active Directory & Exchange accounts for new users. Administered network share rights, login scripts, mailbox size limits, and antivirus licenses through Endpoint Protection Manager. -Handled company wide migration from Windows XP to Windows 7. -Wired network closet patch panels for phone and network access. -Installed, configured, and troubleshot all hardware and software for Dell and Lenovo computers. -Assisted network administrator with all server, network, VoIP, and administration tasks.

Sellersville, Pa

Site lead responsible for ensuring efficient support of all corporate employees, laboratories, and manufacturing areas. Served as the first point of contact for all directives from IT management. As the lead support technician I acted as an escalation point for all issues from lower levels of IT support. -Supported over 500 company employees working with Lenovo and HP laptops and desktops. -Recommended solutions to increase customer satisfaction and streamline ticket system. -Diagnosed and resolved all aspects of client-side issues including hardware repair of printers and Lenovo Thinkpad laptops, VPN and network connectivity, WiFi connections, Citrix and Outlook. -Responsible for creating, updating, and deploying the corporate standard computer image utilizing Symantec Ghost. Updated image as new operating system patches became available. -Supported Good Manufacturing Process (GMP) and Good Lab Process (GLP) validated computers. -Thoroughly documented all work tickets in a timely fashion. -Installed software packages using the Altiris Deployment Console, consisting of security patches, antivirus updates, and standard software upgrades such as VPN client and Microsoft Office. -Enforced computer security by resolving virus and spyware infections, and researching new security vulnerabilities. Supported Trend Micro Antivirus, and Sophos Safeguard encryption. -Assisted remote employees over the phone, providing advice and troubleshooting through LogMeIn and DameWare remote control software. Available for after-hour emergencies as required. -Administrative tasks included password resets for Active Directory and Exchange email accounts.

Piscataway, Nj

Provided IT support as a senior level specialist for company executives, in-house employees, and field personnel. Primary responsibilities included project management, hardware/software technical support, and client-side network troubleshooting. Directed various projects to successful completion within budget and timeframe. Documented customer interactions in a detailed and comprehensive manner using Amdocs Clarify CRM FrontOffice ticket system. Followed all metrics and performance reporting policies. -Delegated tasks during management of projects, including the rollout of site wide WiFi and new VPN systems. -Troubleshot all hardware and software issues related to Dell laptops and desktops. Replaced parts when necessary, and used diagnostic software to find root cause of issues. -Configured mobile devices for email and network access including BlackBerry, iPhone, and iPad. -Trained new employees in computer and software usage, as well as IT company policies. Trained new IT staff in standard operating procedures. -Assisted remote users with WiFi and Cisco VPN network connection issues. Provided remote troubleshooting support utilizing tools including Remote Desktop and SameTime desktop sharing. -Enforced computer security through McAfee Endpoint Safeboot encryption and Sophos AntiVirus. -Managed North America VPN client deployment. Responsible for testing compatibility with existing systems. Created documentation of testing, deployment, and finalization processes. -Utilized the Active Directory Users & Computers Management Console to administer user network accounts. Reset passwords, unlocked accounts, checked shared folder permissions.

Piscataway, Nj

Provided IT support for the North American corporate headquarters. Assisted company executives, 800 on-site, and 200 remote employees, requiring a quick and effective response to their issues. -Helped make department #1 in global IT customer satisfaction. -Troubleshot all hardware and software issues related to Toshiba and HP laptops and desktops. Replaced hardware parts, and used diagnostic software to perform root cause analysis. -Adhered to department guidelines for documenting work in a detailed and comprehensive manner using Lotus Notes ticket database. Followed-up on work performed to ensure effectiveness. -U.S. region application tester for the Windows XP deployment project. Tested and validated new computer hardware/software on proprietary equipment to ensure compatibility. -Deployed software packages through the Computer Associates Unicenter delivery system. -Administrative tasks included password resets for Active Directory and Exchange email accounts -Supported Advertising and Art departments with Adobe Photoshop, Illustrator, and Dreamweaver. -Provided support for remote VPN employees utilizing Remote Desktop, and PCAnywhere tools.

Princeton, Nj

Supported the World Wide corporate headquarters including company CEO and Vice-President. Provided fast and efficient help to over 180 employees for all hardware, software, network issues. -HP and Compaq computer support, in addition to client-side network and printing issues. -Administrative tasks included password resets for Active Directory and Exchange email accounts. -Supported PeopleSoft PeopleTools client rollout for newly implemented Finance and HR systems. Documented installation and network configuration. Troubleshot software, network, printer issues. -Evaluated, tested, and recommended hardware and software upgrades for PCs and Macs. -Documented all work performed in the Blue Ocean Track-It ticket system. -Evaluated and removed computer viruses using McAfee Anti-Virus and Norton Antivirus. -Provided remote user support utilizing Symantec PcAnywhere remote control software.