Stephen J. Email & Phone Number

Addison, Il, Us

Schaumburg, Illinois, United States

• Monitor infrastructure systems, servers, network, backups and incoming service desk tickets.• Perform workstation and server patching with SCCM or other methods.• Perform Active Directory tasks such as account adds and terms, Exchange administration, group policy, etc.• Develop software install scripts to packages and roll out software to workstations using SCCM and group policy.• Serve as backup to the Infrastructure Engineer and helpdesk staff when they are unavailable.• Perform the installation, configuration, maintenance, and troubleshooting of components, such as server hardware /• software, end user hardware / software, operating systems, virtual desktops, user applications, along with maintaining technical documentation.• Ensure Information Technology policies, procedures and standards are implemented consistently and enforced.• Develop, implement and maintain Infrastructure documentation which include standards, processes and procedures along with other related work instructions.• Develop, implement and maintain training documentation.• Undertake daily administration and support tasks as required.• In conjunction with Information Technology management, coordinate end-user notifications during outages. This involves sending concise, broadcast emails to various parties and keeping management informed of all related outage issues and activities.• Responsible for accurate tracking of all technology assets.• Answering support questions by phone, email, IM chat or in person.• Ability to work outside of normal business hours, when required.• Travel to satellite locations, when required.

Schaumburg, Illinois, United States

Microsoft Endpoint Management, MDM / Mobile Device Management, Microsoft SCCM AdministrationActive-Directory, All Windows Platforms, Polycom Video Conferencing, Executive White Glove Support

Schaumburg

• Field incoming help requests from end users via both telephone and workorders in a courteous manner.• Document all pertinent end user identification information, including name,department, contact information, and nature of problem or issue.• Build rapport and elicit problem details from help desk customers.• Prioritize and schedule problems. Escalate problems (when required) to theappropriately experienced technician.• Record, track, and document the help desk request problem-solving process,including all successful and unsuccessful decisions made, and actions taken,through to the final resolution.• Apply diagnostic utilities to aid in troubleshooting.• Access software updates, drivers, knowledge bases, and frequently askedquestions resources on the Internet to aid in problem resolution.• Identify and learn appropriate software and hardware used and supported bythe organization.• Perform hands-on fixes at the desktop level, including installing and upgradingsoftware, implementing file backups, and configuring systems andapplications.• Test fixes to ensure problem has been adequately resolved.• Perform post-resolution follow-ups to help requests.• Develop help sheets and knowledge base articles for end users

Downers Grove

Provide Application Support to maintain application functionality and availability. Identified possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and to communicate effectively with development and internal business operation teams. Addressed and resolved issues before they become business or application impacting. During website / application releases provide support as needed.

Addison

Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.Confer with staff, users, and management to establish requirements for new systems or modifications.Develop training materials and procedures, and/or train users in the proper use of hardware and software.Refer major hardware or software problems or defective products to vendors or technicians for service.Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Setup and takedown meeting rooms in need of any technical equipment, Setup new desktops for new employees, Setup desktops-upgrades and replacements, Maintain and inventory ups units and batteries, maintain printer supplies, troubleshoot printers, maintain building layout maps, Setup loaner laptops, Creating Images using Acronis True Image 10.0 & Norton Ghost 12.0, Windows XP, TCP/IP networking, LAN hardware architecture, and also created tech-documentation.

Shipping and receiving, Purchasing inventory and provide marketing tools for the company. Provided support for data warehouse using AS400.

Computer Science, Computer Science

Studied computer science and other technologies to assist with my career.

Computer Programming, Computer Programming

Computer Programming and Computer Information systems

Computer Science

Education record