Steve Serpe Email & Phone Number

Chicago, Il, Us

Chicago, Il

Chicago Il

I was part of the I.T. Support Services group at Ramboll. My team provided both on-site and remote 1st and 2nd level support. Although primarily supporting the US and Asia/Pacific regions, we took calls from all over the world as part of the global IT support scheme.Ramboll is a global provider of environmental science and safety consulting services. Because clients are spread out across the wold, including many remote locations, the company needed support technicians that can think out of the box and find new ways to solve problems remotely.I helped my team meet its goals by authoring time and money saving KB (Knowledge Base) articles for both technicians and end users. My experience allowed me to provide practical solutions to maximize productivity. I also worked with management on SOPs and process improvement, and there was a notable increase in productivity as a result.As a shift lead responsible for major incident response, I ensured that other teams would have the information they needed. This avoided inefficient “ticket bouncing” in which incidents are sent back and forth between teams because of missing information or skipped troubleshooting steps.One recurring issue was data collection and preservation for subpoenas since end users were not trained for this. Instead of using expensive outside firms for this, I used my skills in cybersecurity and forensics to perform these tasks myself to save Ramboll money.There were many company-wide issues with certain PC models and accessories. I performed my own investigation and troubleshooting and worked with management to address any problems that came up. I identified the best solutions and communicated in ways even non-technical people understood.

Mount Prospect Il

Being the I.T. manager at a small business requires one to wear many hats. I have the range of skills necessary to handle whatever comes up. Everything from wiring to network and server configuration to software and scripting was my responsibility.Before I took over as I.T. manager, obsolete and hardware and software hampered productivity. I replaced the server and established a data backup scheme. Then, I made strategic changes to improve productivity.Soon, an extremely reliable and functional yet inexpensive network was reality. There was still an issue though; every time a computer broke down or was moved I would have to be involved to copy the user's data and set them up on another PC.I solved these problems by implementing roaming profiles and folder redirection. This resulted in huge cost savings and turned I.T. into a fairly maintenance-free ordeal. I automated and performed most maintenance remotely, further cutting costs for the business.Planned hardware and software maintenance and upgrades, moving to new locations, and adding or removing users were the main reasons I made on-site visits. I built and configured the server myself and it ran for 11 years without issue and was still working fine when replaced.In addition to cutting costs in hardware and labor, I was also responsible for negotiating voice and data services with ISPs. My knowledge of communications allowed me to get the needed services at the best price. Infrastructure and wiring skills also came into play as I did everything myself.A high-definition surveillance system was needed, but we only had a mix of older analog equipment and couldn't afford to replace the whole system at once. I came up with the perfect solution: Analog High Definition (AHD). We replaced the DVR first, and then the cameras over time as money allowed and used all the same wiring. The whole system is now 1080p and it was all done within budget over the course of two years with no loss of coverage.

Buffalo Grove, Il

I worked at ACP's client site, Discover Financial Services, as part of the end user support team. I was a hardware & warranty technician with Lenovo and HP certifications. In addition to my main duties, I also frequently worked on software and networking issues. Often, I assisted and worked with other teams to solve more complex problems.Previously, Lenovo rejected many warranty claims and sometimes charged us for improper parts replacement. End users faced excessive downtime while their equipment was inefficiently repaired. Numerous part replacements and lots of back and forth with Lenovo was typical.With me there, everyone noticed changes. Instead of weeks, end users found themselves getting their repaired equipment back the next day. Our claims administrator noted that we weren't seeing repeat claims and stopped getting complaints and charges from Lenovo.My developing a whole new set of processes and procedures resulted in outstanding customer service, efficiency, and cost savings. My detail and efficiency oriented style resulted in a high number of both in and out-of-warranty repairs. Damage that was previously thought as irreparable was now being fixed at little or no cost. I maintained an organized inventory of used and new parts, cutting waste and excess spending to zero.There were many refreshes and rollouts effecting thousands of users. Teams overseeing these changes often consulted me for assistance planning and executing these. I was always there to provide innovative and cost-saving solutions.As time went on and the number of local users approached the six thousand range, the number of incoming units for repair steadily rose which necessitated having at least two repair technicians. Because I work well with others and have a knack for teaching, I was able to provide effective training and guidance to others.

I was expected to handle any job that came my way, and come up with whatever solution the customer needs. I delivered an outstanding value to my company as well as our clients with not just technical skills but also business and customer service skills.The job covered everything. All different types of systems, networks, and customer needs had to be handled quickly and within a budget. It required a lot of critical thinking on my part. I gave honest advice on what solutions to choose and gave them reasons for doing so. My ability to explain technical concepts to non-technical people was key.As the company grew and the list of satisfied customers steadily rose, we had to expand and hire more technicians. Management turned to me for help, and I was involved with the hiring and training process. I was able to save the company a lot of money and time in selecting candidates and providing additional training as required.With me as their senior technician, and others that I selected and trained working under me, the company grew at an impressive rate. Working here provided me with valuable insight into management as well as how to run an I.T. services business. I negotiated countless contracts with our customers and added great value and profitability to the company. I got the most contracts signed and had the most billable hours because I operated on principle and let the chips fall where they may.We proudly advertised our company policy “If we can't fix it you don't pay” but that never came up with me since I always got the job done. I built a solid report with our clients and helped conceive and implement our most successful strategies. While many in the business world will put short term goals ahead of honesty and long term results, I became known as an honest, trustworthy and reliable technician. Customers sensed this and rewarded it with repeat business, recurring contracts, and free advertising via word-of-mouth.

Complete a wide variety of jobs, ranging from wiring buildings to configuring servers and network devices to writing scripts and simple programs. Commonly involves troubleshooting, dealing with vendors, and advising customer on I.T. expenditures.