Stephen Sargent Email & Phone Number

Houston, Texas, United States

Dallas, Tx

• Enforce Problem Management policy across full lifecycle from Root Cause Analysis to Problem Resolution using ITIL to drive continual process improvement• Sole Problem Manager since August 2017 • Brought circuit redundancy to certain locations • Regular stakeholder meetings with Business; Risk; Change; Incident; CSI; and Support teams • Should RCA be found, drive necessary solutions to prevent issues from occurring again • Found big flaw in reporting tool used, which vendor has corrected in their current version

Dallas/Fort Worth Area

• Directed and Managed Problem Management processes utilizing ITIL best practices and process frameworks • Interacted with Service Operation, Service Transition Managers, Program Manager and client management to ensure compliance and execution of all ITSM processes • Became one of the lead Problem Managers • Considered SME with reporting tool used • Helped develop and implement Problem Procedures • Held necessary stakeholder meetings to review active Problems

- The principal contact within technical support for large enterprise customers who are subscribers to advanced support programs. - Became totally familiar with the business and technical environment in which the customer uses the products. - The focal point for all issues with the customer in order to ensure the highest level of service. - An advocate for the post-sales technical interests of the customer. Handling challenging situations, setting expectations and diffusing critical customer issues.

Irving, Tx

Technical Account Manager (TAM) – (2005 – 2012)- Managed overall support relationship with key Microsoft SI, Outsourcing and Hosting partners. Acxiom, EDS/HP, Nokia Enterprise, LiveOffice; USA.Net; Intermedia.Net; Cbeyond; Web.com; Terremark/Verizon; Plex Systems and supported DELL, ACS and CSC.- Increased Overall Customer Satisfaction from 70% to 85% (Received Microsoft CSAT Award 2009);- Increased overall contract revenues by 15% y/y; - Decreased Microsoft costs by implementing check list processes for hardware rental and training;- Reduced average time to resolution. ($1,000.00 per issue.)Associate Technical Account Manager (TAM) – HP TAM TEAM MEMBER (2002-2005)- Managed over 200 Microsoft Authorized Premier Support (MAPS) offerings in support of the Microsoft/HP Support Contract. (incident escalation; contract rationalization; case management). - Achieved 9.0 Customer satisfaction rating within the HP contract;- Increased contract revenue by upselling new Partner Support offerings;- Reduced average time to resolution. ($4,500.00 per issue)

Tampa/St. Petersburg, Florida Area

Provided Tier 1 and 2 level support for end users using the AT&T Global Network Dialer to gain access to their company's network, via VPN. • Employee of the following help desk providers outsourced by AT&T to supply their help desk function: H.L.YOH Company; Turnpike Technologies

Tampa/St. Petersburg, Florida Area

Installed the software, hardware and set up the RoadRunner Cable internet service on over 1600 end user computers and troubleshooted customer's connection issues, throughout the Tampa area.

Tampa/St. Petersburg, Florida Area

Coordination of international and national shipments via cargo ship and air; Order entry to the warehouse; Maintain real-time inventory; Customers included: Winn Dixie, Publix, and HEB.