Stephen Halili Email & Phone Number

Orlando, Fl, Us

Orlando, Florida, United States

• Installed IT hardware including desktop, laptops, printers, servers, and switches.• Imaged computers using MDT and Autopilot and then prepared them for deployment by installing software via manual installation and BigFix.• Troubleshot issue with both onsite and remote users. • Provided AV support (Logitech and Lenovo based equipment) to various meetings as requested. • Worked with other IT teams (internal and MSPs) to support corporate and resort locations. • Assisted with department refreshes, Myrtle Beach renovations, and the setup of the new Corporate HQ projects.

Orlando, Florida, United States

System Administrator Associate – (November 2021 – August 2022) • Maintain team’s servers and systems to ensure that are up and running for customers. •Troubleshot servers to determine the root cause of any issues that were occurring and resolve the issues. • Ensure that assigned servers are up to date and complaint with security standards. • Onboarded new applications/systems for region by overseeing an implementation team. • Developed process maps, support plans, and work instructions for new and existing applications/systems. • Worked on resolving escalations assigned by leadership. • Deployed to assist with disaster recovery. • Oversaw regional project to migrate laptops, wireless printers, and other equipment to a new SSID.IT Support Specialist Senior – (July 2021 - October 2021) • Assisted ITSS associates and intermediates with their tickets and daily tasks. • Worked on resolving escalations around the hospital as needed. • Trained new employees and contractors in the IT processes of the company. • Assisted with the implementation and deployment of hardware for Epic. IT Support Specialist Intermediate – (June 2019 - June 2021) • Installed IT hardware and software including desktops, laptops, printers, scanners, and standard applications via SCCM or manual installation. • Logged into switches to change VLANs, activate ports, pull mac address tables, and find IP addresses. • Worked with various other IT departments (networking, system administrators, etc.) to provide proper end-user connectivity to the network and/or applications/systems. • Troubleshot and performed maintenance on any authorized devices as requested by user. • Completed assigned tasks and projects within the scheduled deadlines. • Traveled to assist in setting up new hospitals/EDs and support Go-Lives. • Assisted with the creation and support of COVID-19 testing facilities • Assisted with the installation of a new Cisco phone system for AH Lake Wales

Orlando, Florida Area

Shift Lead Service Desk Technician (September 2018 - June2019)• Oversaw a team of Service Desk Technicians to ensure that tickets are completed accurately and within SLA.• Acted as the Tier 2 escalation point for the Service Desk team.• Wrote technical documentation pertaining to training and root cause analyses. • Monitored various business systems using SolarWinds. Fixed or escalated issues to the application team as needed.• Trained new hires in the policies and procedures of the company and the ins and outs of the systems.• Reinforced SLAs to manage end-user expectations.Service Desk Technician - Tier 1 - (November 2017 - August 2018)• Fielded incoming requests to the Service Desk via telephone, submitted tickets and/or e-mail to ensure courteous, timely and effective resolution of end user issues.• Documented all pertinent end user identification information, including name, department, contact information and nature of problem or issue. • Attempted first point of contact resolution before escalating the issues to a different team. • Troubleshot issues with the available tools to expedite

Orlando, Fl

• Selected as Bravo Award winner for excellence in guest services for Dec, 2013• Piloted a boat

Ucf

• Investigated, diagnosed, and resolved via phone or remote level one and level two issues in computer hardware and software, such as password resets, install of new software updates, troubleshooting network issues, etc.• Provided general desktop support, imaging/reimaging PCs and laptops, installing and upgrading hardware, software, and other peripherals like printers, scanners, etc. for an office with 250+ people• Provided one on one support to the end user regarding technical issues, by phone, remote session, or FTF.• Coordinated with third party service provider for timely repair of systems under maintenance agreement warranty and repairing minor flaws in hardware if not covered• Wrote technical documentation (narratives, diagrams, screen shots, etc) and SOPs to for training of interns and techs users on certain subjects, topics and procedures.• Completed projects accurately on time, consistently meeting deadlines.

Bachelor Of Science, Computer Networks And Cybersecurity

Bachelor Of Science (Bs), Information Technology