Steve Walton Email & Phone Number

Fairfield, Iowa, United States

Greater Seattle Area

I have a hobby business working wood and other materials into household items such as tables, cabinets and writing pens.

Greater Seattle Area

• Help manage day to day operations of the Service Desk, perform Major incident management including incident communications between all regional staff, IT staff and senior management
• Incident management by watching for stalled support incidents, contacting stakeholders and IT support staff
• Manage team schedules, metrics and service level agreements (SLA) to meet commitments to the business
• Proficient in ServiceNow
• Conduct interviews for Service Desk candidates
• Provide mentoring, coaching, training and quality assurance to Service Desk staff of all levels

Greater Seattle Area

• Screening of Service Desk candidates
• Provide mentoring, coaching, training and quality assurance to Service Desk staff of all levels
• Subject matter expert for Service Desk processes and tools
• Assist in managing call times and daily work schedules, including breaks and lunches.
• Major incident management
• Knowledge base management by creation maintaining and migration in both Microsoft SharePoint and ServiceNow

Greater Seattle Area

• Support internal customers with software and desktop needs with over 600 different standard and proprietary software programs.
• Assist in answering 40-50 calls per day to obtain 70% First Call Resolution and maintain 80% of the defined service levels.
• Support PC Hardware and software (700+ applications), telephones and mobile devices, printers, and peripherals.
• Use various applications for troubleshooting (Epic, Avaya MSA, CMS, ServiceNow, Bomgar, SCCM, Active Directory)

Greater Seattle Area

• Drive for resolution of support cases opened by Microsoft’s top customers with an emphasis on customers that were required to work with a US Citizen or have a USG security clearance. Worked directly with the assigned.
• Quality Assurance for front line agents in contact with Microsoft premier customers.
• Identified and implemented key solutions for critical issues with Microsoft’s highest level customers.
• Provided monthly performance metrics for my team. Developed ways to speed up statistical data gathering.
• Subject matter expert for US National Support program.
• Responsible for running the team meetings about the US National Support program.

Greater Seattle Area

• Provided first contact for Microsoft’s top customers in a customer service role facilitating engagement between the customers and a Microsoft support engineer.
• Quality Assurance for front line agents in contact with Microsoft premier customers
• Peer quality monitoring and feedback
• Identified and implemented key solutions for critical issues with Microsoft’s highest level customers
• Ran monthly team metrics

Redmond, WA

Provided 1st tier support for internal Microsoft HR career management tool. Created ad hoc reports for different HR users and upper management at Microsoft using T-SQL in SQL Server Management Studio and MS Access for data analysis

Bellevue, WA

• Provided support for internal Microsoft HR career management tool. Created ad hoc reports for different HR users and upper management at Microsoft using T-SQL in SQL Server Management Studio and MS Access for data.
• Created Microsoft T-SQL scripts used against the employee database to gather statistics and metrics for upper management exporting the data to Microsoft Excel for easier data analysis.

Puyallup, WA

Provide in office and in home computer repair services including hardware upgrades, Operating system clean up and optimization

Issaquah, WA

• Provided customer service from all Microsoft customers starting with consumer through Microsoft’s professional and developer customers.
• Developed a Microsoft Access database for an online chat pilot program, responsible for metrics and statistics regarding day to day usage.
• Achieved an internal role of Universal Agent. A small team of agents that could take any customer call type at any given time.

Bachelor'S Degree, Business Administration, Management And Operations

Sql Programing

MS SQL programing | Business Intelligence design and programing.

Associate Of Arts (Aa), Psychology

Psychology