Steven Lay Email & Phone Number

Bethesda, Md, Us

Washington, District Of Columbia, Us

• Provide tier 2 and 3 technical support for Global Organizations - ONE Campaign & (RED) in DC Office• Monitor service desk ticking system• Manage network servers and technology tools including Domain Controller in Active Directory, Office 365 Admin Center, AppRiver Hosted Exchange, uniFLOW Print Server, and Avaya IP Office 500 v2• Set up employees’ network accounts and workstations• Troubleshoot hardware, install software, configure network infrastructure, maintenance, and change management of the network equipment• Remote control users’ computer or laptop to solve problems over the LogMeIn and Meraki Device Management tools• Assist staffs in video conferencing, set up audio visual equipment, and provide internal and external users on how to use proper conferencing room technology system • Provide new hires onboarding IT orientation and training on how to login computer network, access department drives, connect to wireless secured network and printer, connect to virtual private network (VPN), and use of video telephone conferencing• Handle existing employees; ensure accounts are disabled from the network and equipment is turned in• Maintain record inventory of all IT hardware and software• Upgrade systems with new release version and models including firmware and driver updates• Install and maintain DHCP on network printers, fax machines, and VoIP• Consult with third-party vendors to order hardware, software, and licensing • Coordinate with network team to plan and implement new systems before rolling out to the organization • Communicate with network users and assist resolving network system problems; provide regular status updates and document problems and resolutions

Washington, District Of Columbia, Us

• Serve as first responded and primary point of contact on help-desk tickets and support all IT related issues including software, hardware, and user account via walk-up, email, telephone, and remote access.• Proactively analyze equipment to determine the need for repair or replacement; provide upgrade and maintenance recommendations for printers, cellular devices, laptops, desktops, and other devices; diagnose hardware and software problems; replace defective components; and coordinate with support vendors to maintain software and hardware, as needed• Communicate with network users and assist resolving system problems; provide regular status updates and document problems and resolutions• Provide troubleshooting support to Active Directory Services tenants including creating GPOs, OUs, relying on party trusts, etc.• Identify and recommend process improvements• Develop Implementation Plans, SOPs, test plans etc. and prepare technical documentation• Monitor service desk system• Develop SOPs and document technical infrastructure• Setup and support Android and Apple cell phones and other mobile devices; process new user requests, initialize account set-ups, and perform maintenance of user accounts• Create and provide new users with appropriate guides and training documentation to work effectively on IT-supported systems; provide training and orientation to end users on new procedures, software and hardware changes, new devices, and inform users on where and how to share/access documents• Maintain current records and inventory of all IT hardware and software purchases including loaner equipment

Washington, D.C., Us

• Provide tier 2 and 3 technical support for Global Organizations - ONE Campaign• Manage network servers and technology tools including Domain Controller in Active Directory, Office 365 Admin Center, AppRiver Hosted Exchange, uniFLOW Print Server, and Avaya IP Office 500 v2• Set up employees’ network accounts and workstations• Troubleshoot hardware, install software, configure network infrastructure, maintenance, and change management of the network equipment• Remote control users’ computer or laptop to solve problems over the LogMeIn and Meraki Device Management tools• Assist staffs in video conferencing, set up audio visual equipment, and provide internal and external users on how to use proper conferencing room technology system • Provide new hires onboarding IT orientation and training on how to login computer network, access department drives, connect to wireless secured network and printer, connect to virtual private network (VPN), and use of video telephone conferencing• Handle existing employees; ensure accounts are disabled from the network and equipment is turned in• Maintain record inventory of all IT hardware and software• Upgrade systems with new release version and models including firmware and driver updates• Install and maintain DHCP on network printers, fax machines, and VoIP• Consult with third-party vendors to order hardware, software, and licensing • Coordinate with network team to plan and implement new systems before rolling out to the organization • Communicate with network users and assist resolving network system problems; provide regular status updates and document problems and resolutions

Arlington, Va, Us

• Handled escalated calls and providing tier 1 & 2 technical support to end-users• Troubleshot hardware, installed software, migrated and deployed packages/images with SCCM• Trained and supported the use of Windows and macOS, software applications and mobile devices• Configured networking securities and telephone line that run and terminate CAT 5/5e/6• Remote controlled user’ laptop/desktop to solve problems with Bomgar• Maintained and secured inventory of all equipment, software applications, and licenses• Provided user enrollment two-factor authentication (2FA) with access VPN on Duo mobile application• Repaired user profile registry, recovered users’ domains and passwords, and supported backup data• Monitored BMC Service Desk Express ticketing system by creating incidents, track, escalation, and document resolution

Arlington, Va, Us

• Assisted staffs and faculties in a videoconferencing; set up audio visual equipment in conference room • Operated a computer server system which oversaw all campus classroom technology• Managed the security of equipment and supported classroom Crestron system • Provided effective instructional support to end-users with the proper use of technologies and requirements of software applications in classrooms, labs, and conference rooms

• Coached youth and tots in multi-sport program • Provided basic instructional sport skills and correct stretching and conditioning exercises• Instructed children with all sorts of sport such as: soccer, basketball, and T-ball between ages 3 to 12.

Annandale, Va, Us

• Setup audio-visual equipment for staff at conference meetings and other academic events• Created PowerPoint flyers, edited event information, and posted flyers to campus TVs • Repaired and replaced projector filters, reset lamp timers, and troubleshot computer devices• Provided traditional and digital instructional support and imaging to students and professors to maintain equipment and recorded video lecture in class

Bachelor Of Science - Bs, Information Systems And Operations Management

Associate Of Science - As, Business Administration, Management And Operations

Certificate Of Achievement, Computer And Information Sciences And Support Services