Steven Roberts Email & Phone Number

Duluth, Ga

Assist clients/users through the process of installing the software on their machines and starting up the program for the first time.Help clients/users troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem.Refer software issues to the software developerRemote into clients/users computer when necessary to resolve problemsMake hardware recommendations for customers whose machines cannot support software

Greater Atlanta Area

Global Service Desk Agent is the first point of contact for the users who call Jeppesen Service Desk. Provide the highest level of customer service, answers incoming calls, tracks all information in Oracle tracking system, uses a knowledge base tool with expertise to resolve Tier 1 requests in a timely fashion. • Responsible for providing Reports on SLA compliance, Service Desk Metrics• Responsible for ensuring the smooth day to day running of the IT Service Desk Agents and Training• First point for Boeing/Jeppesen end users with IT/computer related issues• Escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team • Monitor /submit jobs and backups that run on company Mainframe Server• Carry out administrative duties that include user creation, password resetting and other related duties on Oracle Database; Unix; and Windows Servers• Ensure IT assets are kept up-to-date with patches and antivirus updates in service-oriented management software called Altiris• Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.• Responsible for following established IT processes and documenting/supporting new processes• Add/delete/modify user account in Active Directory and Oracle Database

Johns Creek, Ga

Provide call center technical support via phone or PC connection to end-users, and monitor network connectivity for all 145+ company terminal locations.• Support users with computer related issues on AS400, CITRIX, and Windows.• Support users with network and application issues, administer users (create/ reset password / delete) in active directory.• Process daily reports for departments. Monitor AS400 schedule jobs. • Monitor field office network connectivity and wireless access points. • Log all helpdesk calls. Shifts include weekends, nights, and holidays.• Support end-user with minor computer and printer issues.

Austell, Ga

Assist Print Solution in all aspects of the production department and batch job monitoring for client’s the IBM AS400 system.•File Processing - Sort digital files as they come through computer system and sort files by clients names that require special handling• Upload required files to Secure Sites via TCP and telnet network communication.• Respond to all departments email concerning status and movement of orders within the department• Enter accurate status of work orders into Staples Automated Manifest System (AMS).• Open and close print cues for the production and Print sort departments; clear all cues of pending jobs• Complete daily reports as required and communicate all problems to direct Supervisor.

Greater Atlanta Area

•Responsible for monitoring and controlling the iSeries/AS400 computer systems, production workloads and peripheral equipment, making sure the systems and applications are available as scheduled and work is completed accurately and on time in a 24 hour, 7 days a week environment. •Assist / support other IT groups (Network Support and Helpdesk) as needed, including checking Windows and CITRIX servers for errors, rebooting servers and reseating cables..•Performed daily and weekly backups, and secured tape media for offsite storage.•Assist Senior Technical support with network server storage and firewall server troubleshooting

Greater Atlanta Area

Preparing Employer tax and wage forms for processing and data entry, quarterly and annual filings. •Update Employer Accounts status on mailing address, employee wages, and tax payments•Contributed as a team member during May 2011 Employer Tax processed $408,704,710.93 in payments. The highest dollar amount of employer tax payments in which the agency had processed in a single month (based on data going back to July 1998). The excellent work in efficiently processing high tax payment volume in 21 business days.

Greater Atlanta Area

Executed compliance reviews for internal and external clients’ production servers to identify overall posture assessment and recommend remediation.•Analyzed and made recommendations regarding tools and implementations needed to quickly identify and resolve exposures on servers; produced reports to demonstrate required settings for servers. •Documented testing criteria for IBM Linux and Window operating system servers’ environment testing that assisted the compliance team to effectively review server settings. •Received acclamation from executive management and client (ING) for timely response to third party audit request, exceptional tracking of 2000 Window and Unix server issues, and improvement of the weekly audit report and monthly compliance reporting•Received acclamation from executive management and client (ING) for timely response to third party audit request, exceptional tracking of server issues, and improvement of the weekly audit report and monthly compliance reporting.

Greater Atlanta Area

•Technical support for 23 - AS/400; 10 - AIX servers, and several Window servers, and security monitoring as well as many other projects and development support.•Daily activities included performance monitoring, hardware and network troubleshooting.•Managed backup and disaster recovery systems that included internal and outsourced solutions.•Performed application backups, saves and restores.•Responsible for defining, developing, implementing and assuring security policies, audit readiness, security tools and architectures that encompass - Physical Controls - Security Controls – Security Incident & Issue Management - Risk Management - Network Security Controls – Monitor security status reporting / Implement security patches•ID Administrator for the Technical Support Team.

Greater Atlanta Area

•Technical support for z/OS, AS400 and Network devices that support local and remote sites.•Performed system monitoring for errors on local and remote AS/400 servers and printers; performed weekly backups; applied server fixes as required for routine maintenance; provided end-user support; assist Level Support in solving day to day server issues.•Configured workstations for end-users.•Received yearly recognition from management for exceeding customer expectations with resolving remote outages, providing support coverage and being an outstanding team player.•Received management recognition for staying onsite to prepare for hurricane weathered that caused a shortage of manpower to maintain the mainframe and mid-range computer operation data center, prior to data center relocating from Florida to Georgia.•Successfully led migration from more than 70 districts and functions into a centralized services center, which reduced operational costs.

Bachelor Of Applied Science (B.A.Sc.), Computer And Information Sciences And Support Services, 4.0

Associate Of Science (A.S.), Computer Systems Networking And Telecommunications, 3.8