Will Steveling Email & Phone Number

Farmington, Michigan, United States

In my role as a Knowledge Specialist at Coretek, I led the implementation of the Knowledge Centered Service program, ensuring seamless knowledge transfer and process adaptation during customer onboarding. Utilizing Power BI and Excel Data Analysis, I am developing KPIs for Knowledge and Personnel Utilization, driving data-informed decision-making. I have driven new customer onboarding knowledge transfer and helped develop processes and workflows to provide support, including onsite representation during support transition. Additionally, I designed and implemented simple fulfillment and workflow in the ServiceNow Service Catalog to streamline task handling processes.

Southfield, Michigan

Knowledge Base administrationKnowledge content managementMonitoring ticket instruction administrationEscalation contact management

Southfield, Michigan

Microsoft Server services monitoring and administrationAdviser to TSRsIOC primary points of contact with engineering teams-responsible for properly directing dispatch and information gathering for support escalationTSR duties

Domain and Exchange administration for multiple tenants, AS/400 administrative support, security software administration, network and server troubleshooting, Citrix administration, client communication, remote support and troubleshooting, software installation, business communication for approvals, communication with ISPs for analysis of outages

Sterling Heights, Mi

Internet support (DSL and dial-up) for end users, some remote desktop support for related concernsCommunication with backbone and last mile providers

Warren, Mi

High-end customer service, mobile application support, website administration, customer education. Essentially I diagnose and fix non-technical concerns and light technical concerns, while helping subscribers with concerns. I also administer and control my own case load, owning problems from report to resolution.

Warren, Mi

Composite Board Layout, occasional software automation (primarily using vbscript), photo correction and enhancement, customer contact management part of the year, and some management.Software Used: Adobe Photoshop, Adobe InDesign, Microsoft Office.

Bachelor'S Degree, Information Technology Security - Focus In Cyber Defense, Summa Cum Laude

Media And Communication Arts, Digital Art And Animation

Additional classes in math and computer programming, Software: Maya, Adobe: Aftereffects, Photoshop, Illustrator, Dreamweaver, Flash.