Steve Sutcliffe Email and Phone Number

Maintain the smooth running 24/7 of all IT plant applications, network, Server, LAN, Desktop, equipment, liaising with Hershey Tech Center in North American Head Office, PA. Key contact at plant for System administration, Server support, Network support, local Security Systems.

Managed SQL 2008R2 Database System and wrote reports in Sage X3 system for sales team and co-led IT support for all staff. Ran complex SQL queries and created Stored Procedures and Triggers.

Managed 2 teams (30+ employees) 2 Team Leads and 1 Quality Assurance Agent. Recruited staff, established KPI’s and created training documentation for all internal and external processes. Working closely with agents, management and executive team to continuously improve skills through training & mentoring on a daily basis, performance appraisal and reviews. *Technical Support Manager - Hosting, 2006 – 2009 Managed team, delegated daily tasks and workload and set performance expectations, by individual and team KPI’s. Reported statistics and process improvements on a weekly and daily basis to management, using SQL querying database for statistics in ticketing system. *Technical Support Supervisor, Team Lead, Agent & Provisioning Agent, 2000 – 2006 Managed and assigned daily workload and trained and supported agents, reporting to the Team Manager. Managed client inquiries and applied fixes onto servers and client servers located within Data Center. Configured websites, DNS, emails. Domain registration and domain renewals for 10,000