Stephen Elzey Email & Phone Number

Newark, Delaware, United States

Mount Laurel, New Jersey

Provide software support for QAD products used by Automotive, high technology, industrial, manufacturing, consumer products, and life sciences customers worldwide. Focus on providing world-class service by analyzing customers' issues and providing quality solutions to problems within the service level agreement.• Resolve incoming software issues from customers nationwide and internationally via telephone, chat, and web support within the customer's service level agreement.• Create Knowledge articles to assist the customer with self-serve resolutions to minor problems. Review and update outdated articles to provide the best solutions for customers issues• Analyzes and tests customer issues within QAD test environments to reproduce customer issues and assist with creating software patches or hotfixes when needed.• Work with the global team members to ensure all customer issues are serviced by our 24/7 support group.• Prioritize the workload to ensure all customers are handled with first-class service.

Greater Philadelphia Area

Provide Technical support for Voice, Internet, and Television services for Comcast business customers.

Moorestown, New Jersey

Supported over 350K clients on ADP’s payroll platform across 38 IBM iSeries AS400 systems nationally. Supported all aspects of the payroll process, from entering client payroll information to processing, the printing of reports and checks. Provided 24/7 product and hardware support.• Using the ITIL process, manage incidents from initial analysis to root cause and resolution and escalate the cases when appropriate.• Reviewed root cause analysis with production teams to provide accurate information to the end-users. • Provide workaround procedures to resolve issues temporarily while a permanent solution is developed.• Create and provide IT Post Mortem documents when necessary. Discuss the findings with the senior management teams.• Provide weekly incident status reports to the senior management teams. Facilitated monthly meetings on outstanding issues and next-step analysis with the senior management teams.

Moorestown, New Jersey

Supported 38 Production iSeries servers and Computer Operations. Provided 24/7 technical support for 38 individual AS400 systems across the country. • Collected, processed, and monitored system performance data for all iSeries Servers, determining if more or less hardware or system upgrade was needed. Worked with upper management to decide the right course of action.• Managed license programs and program temporary fixes for all systems, including operating system upgrades and Software License Keys for 38 production LPARS, ensuring up-to-date with software changes. No system hardware occurrences transpired with this method.• Met all SLAs, achieved no system downtime during peak processing and ensured all systems were processing at peak performance, and were proactive of all system hardware issues by coordinating hardware maintenance with IBM and the field.• Ensured 100% system availability for disaster recovery by performing full system failover tests and simulations for all systems in DC1 and DC2 sites and 2 annual failovers tests (pull-the-plug).