Customer Service Change Management
Resume:
STEVEN RUTHERFORD
Minneapolis, MN
ad7wt5@r.postjobfree.com
IT Lead, Technical/Product Support Engineer with 10+ years of experience in IT, Logistics and Customer Service Management. Change Management certified (CMF Coordinator) *10+ years of experience with installation, configuration & implementation of Cisco products *15+ years of experience working in a call center environment. *Strong experience in MS server and workstation migration and OS upgrades. Excel under high pressure, as part of a team to address IT Service Request Management and Change Management. Able to analyze workflows with the objective to meet SLA.
Windows 10/11 MS Windows Server 2012/2016, SME Server, Bomgar/RDP/HGR remote; Lotus Notes & Domino Server; Exchange 2013, 2017, EA Administrator for NT/Novell, IBM, Toshiba, Dell, FaxFinder, Modem ZBA, ZDX, ZPX, MS Office 2016/2019, Bitlocker, Norton/McAfee, SCCM, HP OpenView, Manage-Now and Service Now ticketing systems, SMS, Cisco Call Manager, POS NCR/Fujitsu/IBM, LANDesk, Remedy Routers, Modems, Exchange 2013, TCP/IP, DNS, Peer to Peer & Networks; CAT5 and GBIT / Cisco 2950 switches, Cisco 2811 Firewall, Avaya/Cisco IP phone systems TCP/IP, FAX/SMS, Network Appliances, T.37 (email to fax), SIP, Office365, Wireless, Network, Corporate LAN, AD Administration, VPN,VDI, Citrix, BOMGAR, and VMware
JOB HISTORY/DUTIES
Wipro Limited
Maple Grove,MN : June 2023 - July 2024
On-Site IT Lead, support 300+ users, monitor current applications and systems for performance bottlenecks; Research and resolve performance problems.* Monitor system hardware for problems and contact necessary support vendors for resolution.* Use and manage standard applications designed to support or enhance system availability or reliability. * Utilize, adhere to, and help define current best practice standards of administration.* Test and maintain and recommend third-party software applications that support or enhance supported environment. * Maintain acceptable revision or version level of all system native or third party installed software.* Assist in maintenance of IT disaster recovery plans (DRP) and participate in recovery exercises.* Provide regular updates to Manager on all projects and tasks.* Assist Manager in developing long-range hardware and software plans.* Develop and maintain a productive working relationship with personnel across several departments.* Recommend changes and provide alternative approaches for workability and economic feasibility.* Review policies, procedure and documentation according to current established standards.* Responsible for documentation of systems, developing new standards, and utilizing collaboration arenas such as Microsoft SharePoint and Teams. VDI, Citrix, BOMGAR and VMware
On Demand Group St Paul MN 02 2022 - 05 2023
Lead Desktop and Helpdesk Support efforts, making sure all desktop applications, workstations and related equipment problems are resolved in a timely manner with limited disruptions. * Conducted extensive training & development, software configuration, server administration, vendor negotiations and ISP contract negotiations. * Provided support for desktop computer operating systems Microsoft Apps and hardware / peripherals & worked with individuals across the community. * Delivered just in time, supported both at the Helpdesk, across campus and respond to departmental technical emergencies in order to minimize data loss, meet deadlines and support using Citrix, BOMGAR, and VMware
Lead Desktop Support
St. Paul,MN Jul 22 - Sept 22
Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions. *Conducted extensive training & development, software configuration, server administration, vendor negotiations and ISP contract negotiations. *Provided support for desktop computer operating systems Microsoft Apps and hardware/peripherals; work with individuals across the community *Proactively resolved customer problems with about equipment and services *Deliver just-in-time support both at the Helpdesk and across campus and respond to departmental technical emergencies in order to minimize data loss, meet deadlines, and support needs of users *Test software images and evaluate software and develop written technical instructions and documentation
Systems Administrator
OneOK Natural Gas/Oaktree Software Oct 21 July 22
Responsibilities include configuring and deploying Windows10 machines with proprietary applications for OneOk employees located throughout the Midwest. Setup and train the users on these new machines and support the users at these locations. Also manage on-site servers by replacing or upgrading existing network appliances. Perform setup and testing of new images for the Citrix based thin client workstations. Supervised infrastructure setup including Wi-fi, lockers and driver rooms. Assist network administrator with various tasks including server setup and installation, network backup system management, Active Directory management.
Data Systems/Systems Administrator
IBM Business Services/Xcel Energy Sept 2020 - Feb2021
Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization. Install and upgrade computer components and software, manage virtual servers, and integrate automation processes *Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues *Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure. Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures. *Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions. Responsible for capacity, storage planning, and database performance, imaging and converting Win7 users to Win10 operating system and deployment of replacement hardware throughout the Midwest states.
Desktop II Analyst
Randstad/Boston Scientific St. Paul,MN - March 2019 - April 2020
Responsible for identifying and researching and resolving technical problems with Win7/10 deployment issues and a myriad of medical applications for all USA based users by responding by telephone, email and Remedy ticketing system. *Responsible for documenting and tracking ticket progress to meet or exceed SLA. Proficient Office365 and VPN/RSA remote services. *As a mentor and team player with strong attention to detail, I have a proven track record at delivering timely and accurate information in a fast-paced environment *Excellent critical thinker, problem strong business acumen and ability to interface with executive management.
Technical Lead
Getronics Corporation/McKesson Plymouth,MN October 2018 - March 2019
Imaged laptops from Win10 to Win11 Technical Lead for Medical Surgical Company: as part of an agile team, responsible for analyzing new requirements, designing and implementing technical solutions, using SCCM and Active Directory to migrate users from Win7 environment to Windows 10. *Coach and mentor colleagues on the development team from researching and testing new solutions, including authoring sample code through PXE server and to solve a customer's technical obstacles. *Interact with client manager, developer, testers and operations teams during deployment of PXE image code, database migrations, and a thorough understanding the impact of changes in the production environment.
Product Support Engineer
Multi-Tech Systems Inc Minneapolis, MN February 2010 - March 2018
Assist installers with integrating Multi-Tech products with customer PBX and mail server systems, to include Exchange, ShoreTel, Cisco, Nortel and Avaya. *Perform technical liaison between our on-site distributor installers and their customers and third party TELCO. *Assist the installers with installation and problem focus during installation of our Multi-Tech Systems product line, to include; Modems: external and internal PCI and PCIE cards, Fax servers (analog and FOIP) and Wireless SMS and Router devices. *Perform compatibility mock-up testing of new hardware/software before releasing products to customers. *Work with other team members to coordinate testing before releasing hardware/software updates and compare workflow to meet deadline.
Technical Consultant
Minneapolis,MN April 2008 - February 2010
Provide Technical Services on behalf of staffing agencies. *Assigned on a nationwide IT infrastructure upgrade to include server and workstation OS upgrades and wireless *Installing and configuring Cisco switches and Firewall appliances. *Other assignment responsibilities include POS installation and reprogramming of these systems. *Setup, installation and programming of Lexmark All-in-One printers at FMC Medical facilities throughout the Minneapolis area (in cooperation with Siemens). *Tasked with training of newly hired technicians on all technical aspects of various projects.
US Bank St. Paul,MN July 2005 - April 2008
Software Distribution, uploaded and distributed software source code to corporate servers and workstations in the UAT and Production testing environments using the CMF administration tool. *Performed technical troubleshooting, server maintenance & management and application and code integrations and launches. *Monitored application and code and web-based tracking. *Supported 25,000 servers and workstations in corporate testing departments; interacted with Testers in aforementioned departments. *Responsible for oversight and cooperation with UAT personnel.
Technical Coordinator
IBM Global Services Minneapolis, MN August 2003 - April 2008
Assigned to Ameriprise Financial Services in Service and Delivery. *Negotiated among an array of parties including those from IBM, vendors of HW, SW, network carriers and the customer at both the end user and executive levels to provide on-time complex Project progress and deliver scope of work on-time *Defined and implemented Cisco telephony processes and projects. *Responsible for Network and Desk side Support / Infrastructure coordination and responsible for interviewing and hiring technicians for the project. Assigned to Allianz Life - Team Lead in the Telecomm Support Group (VOIP). *Utilized standard IBM Global Services processes and escalation procedures as documented. *Assume direct ownership of customer critical situation management. *Responsible for team building and for training the trainers. Also assigned to Washington Mutual Bank IBM Team Lead *Coordinated 800 nation-wide installers as Project Coordinator on an infrastructure upgrade project.
College Instructor
GRIFFIN COLLEGE / Renton VO TECH SEATTLE, WA
EDUCATION
Apollo Focalpoint Coordinator- Seattle, WA
Network+ - Dakota University, Eagan, MN
CAPM - RMC Project Management - Bloomington, MN
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