Steven L

Conducted comprehensive assessments of potential clients’ IT environments, including hardware, software, networks, security protocols, and overall IT architecture. Analyzed assessment findings to identify strengths, weaknesses, opportunities, and threats (SWOT) in the clients’ IT systems and processes. Collaborated with internal teams to develop customized recommendations and solutions tailored to meet clients’ specific needs and objectives. Prepared detailed assessment reports and presentations outlining findings, recommendations, and proposed action plans for clients. Assisted project manager and teams with various tasks, such as project planning, scheduling, resource allocation, documentation, and quality assurance. Provided technical expertise and support during project implementation, troubleshooting any issues or challenges that arose. Stayed updated on the latest developments, trends, and best practices in IT assessment methodologies, tools, and technologies. Contributed to the continuous improvement of assessment processes, methodologies, and tools to enhance efficiency and effectiveness. Maintained strong relationships with clients, ensuring their satisfaction with assessment outcomes and project deliverables.

The Field Technician Tier 2 provides technical support to clients in the field, both remotely and on-site, with a focus on resolving complex technical issues that cannot be resolved remotely. This role requires a solid understanding of networking concepts and hardware, as well as strong troubleshooting skills. The Field Technician Tier 2 is expected to configure and install network hardware, including routers, switches, firewalls, and access points, and participate in large-scale IT projects, including network installations, server migrations, and hardware upgrades. This role collaborates with Tier 3 technicians to resolve complex network and system-based issues. Primary Responsibilities: - Provides on-site technical support to clients, with a focus on resolving complex technical issues that cannot be resolved remotely. - Configures and installs network hardware, including routers, switches, firewalls, and access points. - Participates in large-scale IT projects, including network installations, server migrations, and hardware upgrades. - Collaborates with Tier 3 technicians to resolve complex network and system-based issues. - Completes site visits to do presales discovery of potential new clients. - Installs and configures audio/visual equipment, including projectors, document cameras, and audio systems. - Configures and troubleshoots a variety of devices, including computers, mobile devices, printers, and networking equipment. - Provides timely and accurate updates to clients and the internal team on ticket status and issue resolution. - Maintains accurate documentation of all client interactions and technical procedures. - Follows established processes and procedures to ensure consistency and quality of service. - Provides outstanding customer service, both in person and over the phone.

Provides support for 500+ end users, 300+ computer systems, and 300+ mobile devices. Researched, tested, and configured SolarWinds Service Desk for IT ticketing system circa 2018. Continues to administer and manage daily. Manages IT inventory via SolarWinds asset management. Continually updates inventory and manages all lifecycle and asset refreshes with regards to desktop & laptop ecosystem. Manages and administrates computer images via Microsoft Windows Server, Microsoft Deployment Toolkit, and Windows Deployment Services. Administrates Dameware remote utilities to extend remote support capabilities to the agency. Administrates ManageEngine Mobile Device Manager Plus console for mobile device management of mobile devices. Manages and administers Apple Business Manager for managed Apple IDs and app distribution.

Installs and configures client hardware, software, and peripheral components such as monitors, keyboards, printers, computers, mobile phones, tablets, and other such devices. Performs configuration, upkeep, and maintenance of LAN hardware and software. Utilizes industry best practices to protect and secure department and county IT infrastructure and resources. Researches and presents quotes on products, services, and upgrades to make recommendations to the IT Manager and department heads for purchase and implementation. Adopts a wide spectrum of support roles to solve IT-related issues for Fire Department employees. Responds to service requests and inquiries via email, text, and phone correspondence. Uses Active Directory to add, delete, or change employee credentials in a domain environment. Compiles and tracks the serviceability and lifecycle of all end-user devices and equipment. Develops new strategies and IT procedures to increase efficiency, enhance workflow, and improve user satisfaction. Assess infrastructure regularly to ensure it continues to meet necessary demands. Configures and maintains various types of audio/visual systems to include: conference rooms connectivity hubs, multi-input/output matrix devices, PA systems, and surveillance systems. Conducts mobile, portable, and base station radio programming. Creates and manages radio program code plugs. Installs integrated vehicle DC systems, in-vehicle LAN/WAN devices, and other various low voltage tasks. Establishes and manages many types of small-scale audio-visual, information technology, and other low voltage projects from concept and design, through to ordering of parts/components to installation/service. *Notable Works -Researched, tested, and implemented an IT asset and help desk work ticket solution for the County Fire department. -Researched, tested, and currently evolving a solution for centralized end-point configuration and management (iOS devices, laptop/desktop computers).

Held various assignments in supporting the 1st Squadron, 94th Calvary’s mission of performing reconnaissance and security in close operations for the 1st Armored Brigade Combat Team, 34th Infantry Division. Installed, operated, and performed unit maintenance on multi-functional/multi-user information processing systems and peripheral equipment/auxiliary devices. Transferred data between information equipment, systems, and for secure storage as a Communications Security Custodian. Troubleshot equipment and systems to the degree required for isolation of malfunctions to specific hardware or software. Maintained radio and mobile data distribution systems. Performed signal support functions and technical assistance for various communications systems and end-users. Provided technical assistance and training for local area networks. Conducted preventative maintenance on assigned vehicles and power generators. Held operating licenses on several types of military wheeled-vehicles, track-vehicles, and trailers.

Installed and serviced electronic security systems including burglar and fire alarms, CCTV, IP cameras, Access Control systems and all related electronic security equipment in residential, commercial, and industrial environments. Programmed and tested various communication path devices such as GSM radios, IP communicators, telco connections, and various hybrid communication formats. Used various employee-provided hand and power tools for installation/service purposes. Pulled and concealed wire and structured cabling in commercial//industrial/residential settings. Maintained a company take-home vehicle (i.e., handle periodic oil changes, fueling, washing of vehicle, etc.). Demonstrated and taught the customer how specific alarm systems/devices operate and how to properly utilize web portals and product applications for remote operation. Completed and submitted paperwork/electronic tickets to the appropriate departments on a daily basis. Worked a rotational on-call schedule after normal business hours.

Conducted merchandising, layout execution, product inventory, bookkeeping, and maintenance. Controlled cash and merchandise shrinkage. Hired, supervised and trained personnel and provided quality customer service. Enforced all company policies and procedures.