Steven Trapani

- Manage a team of system engineers whom are responsible for tier 1 to 3 support on a wide range of platforms for in office and remote employees and whom act as technical resources on software and hardware solution implementations, administration of existing systems, and act as subject matter experts on a wide range of topics - Manage employee development - Manage existing vendor/business partner relationships and vetting potential future partners - Act as a project manager for software solution implementations, platform migrations and upgrades, and other IT based projects

- Served as Team Lead for the IT team - assisting with training new employees and being a subject matter expert on a wide variety of process and procedures - Managed hybrid active directory environment with Windows RSAT, Microsoft 365 Admin Center, and Azure Active Directory - Assisted with SOX auditing and managing IT general controls - Administration of domain group policy - Administration of unified communications system - Administration of physical and virtualized severs running Windows Server 2008 R2, 2016, and 2019 - Assisted with administration of SQL databases for in house billing system and Microsoft Dynamics (Great Plains) - Administration of security training and phishing simulation platform (KnowBe4) - Managed deployment of new software solutions - Managed procurement of IT equipment - Resolved escalated help desk tickets via FreshService help desk platform for 500+ internal users and 400+ remote users

- Resolved help desk tickets via Ivanti help desk platform for 300+ users - Supported hybrid active directory environment with Windows RSAT, Microsoft 365 Admin Center and Azure Active Directory - Managed employee on-boarding process including workstation setup, account creation, access controls - Administration of managed voice system which includes multiple call centers and groups - Administration of print and fax servers for internal and remote employees

- Acted as a resource and subject matter expert for customers throughout the store - Managed receiving Amazon returns, requires great attention to detail and excellent organization skills - Merchandised products to ensure product sales are meeting expectations

- Shadowed desktop support technicians while resolving trouble tickets - Handled troubleshooting non-functioning machines to determine cause of failure and resolve the issue - Assisted in troubleshooting software and networking issues - Assisted in troubleshooting A/V equipment

- Supervised a team of up to 12 Social Media Specialists and 1 Team Lead - Developed my team by coaching to behaviors with the goal of providing world class customer service through various social media platforms and improving their professional skills to help them achieve career goals - Generated performance metric reports that I analyzed to provide feedback on my team’s performance and recommend business and process changes - Managed various administrative duties including payroll and performance and behavioral consultations