Christopher Steger
Noblesville,IN
Summary
The Information Technology Industry is key for any person or business to succeed in today’s world. I feel with my excellent teaching skills, technology experience, ability to allow others to feel comfortable, and excellent customer service and personal skills; I would be a valuable addition to any company’s team. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Data Center Engineer
Navient
10.2019 - Current
- Documented and implemented adequate inventory including servers, switches, cabling, workstations, scanners, and other assets for multiple company locations to assure we were ready for upcoming project requirements, and other needs
- Ensured that assets were installed and configured according to corporate standard operating procedures and that the end users were satisfied with the equipment's functionality before completing the associate tickets; this includes break/fix, project, and refresh
- Tested and modified the service now (SNOW) database with our current inventory levels, ticket resolution, work notes, and locations of assets as needed
- Secured and disposed of outdated or malfunctioning inventory
- Scheduled and coordinated with multiple departments to schedule and ensure equipment was properly secured and Department of Education & Internal Revenue Service regulations were followed
- Secured devices flagged for legal hold due to pending litigation, coordinated repair of devices that were repairable, and functioned as the site's device life cycle management person
- Conducted System Reviews for management and other teams as needed
- Designed and implemented project interfaces with key stakeholders on multiple projects as needed
- Tested and operated monitoring programs to maintain power distribution systems in server rooms, ensuring universal power backup systems were maintained and power loads were balanced
- Updated modifying software and automated systems using programming languages to ensure proper PDU readings
- Monitored, scheduled, and implemented testing and patching of devices
- Assisted and coordinated with the maintenance and replacement of environmental, systems, facilities, and other service requests to ensure all hardware assets were secure and maintained to include air conditioning, venting, HALON systems, generators, and other peripheral equipment
- Provided weekly, monthly, and quarterly reports as requested and flagged any emergencies to the appropriate department supervisors should routine events occur that need to be addressed (such as a failing air conditioning unit, low inventory, battery replacement needed
- Oversee the management and maintenance of client/employee database
- Assist senior level engineers in designing/modifying network systems and application infrastructure
- Develop standards and procedures for carrying out systems and network operations
- Maintain records of all system administration operations and present reports to superiors
- Ensure work operations comply with all local, state, and federal regulations on information/data management
- Conduct preventative maintenance on data center equipment to ensure efficient operations
- Listen to customer complaints and assist them in the resolution of technical issues
- Set up access controls to protect company systems and network
- Supports clients with server break/fix and troubleshooting hardware, connectivity issues and replacement of hardware components
- Installation of copper and fiber patch cabling, Installing, Validating, and Configuring of IT solutions Infrastructures
- General troubleshooting and diagnosing of storage and network solutions
- Hardware component and firmware upgrading
- Completing hardware break/fix tickets such as troubleshooting hardware, connectivity issues and replacement of hardware components and installation of copper and fiber patch cabling
- Racking of storage solutions and disposal of media drives according to disposing policy
- Installing, Validating, and Configuring of IT solutions Infrastructures
- Performs server builds, upgrades, and Firmware/OS/Configuration updates to devices
- Experience with Pure Storage, Dell/EMC, Cisco UCS, IBM mainframe break and fix as well as server hardware and firmware upgrades and license update
- Research and troubleshoot problems on system, security and application logs to validate system health
- Hands on data center and cloud infrastructure experience in of storage solutions, servers and network devices
- Knowledge of Cisco IOS routers and Cisco switches
- Monitoring and performing on-going maintenance on servers and network equipment
- Providing IT support to staff and customers, as well as responding to the server and network issues
- Protecting company data by preventing the overheating of data center components
- Running hardware diagnostics and replacing failing parts in a timely manner
- Monitoring all network processes to ensure the smooth flow of data across the network
- Collaborating with software and network engineering teams on cybersecurity and network efficiency
- Upgrading internal system components, including CPUs, memory, hard drives, and network cables
- Documenting processes and keeping event logs
- Advising on the procurement of new data center equipment
- Keeping track of developing trends in data center technologies.
- Maintained a high level of availability for mission-critical applications through proactive monitoring of system health indicators.
- Developed and maintained disaster recovery plans to ensure business continuity in the event of system failures or natural disasters.
- Ensured compliance with industry standards and regulations by conducting thorough audits of data center operations.
- Reduced downtime for critical systems by designing and implementing comprehensive backup and disaster recovery plans.
- Improved data center efficiency by optimizing server configurations and implementing virtualization technologies.
- Provided training and mentorship to junior engineers on best practices in data center management.
- Collaborated with cross-functional teams to develop efficient solutions for complex data center challenges.
- Contributed to the design of new data centers by providing input on layout optimization, power distribution strategies, and cooling solutions.
- Established effective communication channels between IT departments to ensure seamless collaboration during migration projects.
- Streamlined processes for hardware installations, upgrades, and decommissioning to minimize service disruptions.
- Managed vendor relationships to negotiate favorable pricing on equipment purchases, maintenance contracts, and support services.
- Collaborated with system architects, design analysts and others to understand business and industry requirements.
- Gathered, defined and refined requirements, led project design and oversaw implementation.
- Managed identification, protection and use of data assets.
Desktop Engineer II Technician
Navient
05.2016 - 10.2019
- Respond to users’ requests and incidents in a timely effective manner according to SLA's set by management
- Provide application software support to assigned systems and users throughout development, testing and implementation processes
- Respond to management request in a timely effective manner
- Support tier 1 and tier 2 in escalated customer service situations
- Monitor tickets and assist where needed
- Exhibit concern and active listening with customers to ensure they are being heard and act accordingly
- Follow-up with customers to ensure their needs have been met
- Guide users with suggestions on how to manage their computers resources
- Supported and guided even if outside of Client Services area but part of other IT functional areas
- Provide IT relationship management support between IT & customers
- Respond to project inquiries and requests for information
- Assisted and oversaw multiple large projects
- Assisted in Windows 10 upgrade throughout the entire business
- Managed Mobile Devices; Set up and troubleshooting phones and tablets for the business
- Oversaw and continuously suggested Mobile Device technology to stay on point with today’s technologies
- Provided “White Glove” assistance and troubleshooting for Company’s multiple Executives and Visitors
- Provided Wireless Support for the business and visitors
- Managed Office Supplies and Equipment for Business needs within Asset Management Database
- Provided Technical Assistance and guidance for teammates
- Managed equipment software and updates through SCCM 2012
- Part of many overnight projects to keep the business network secure and functioning smoothly
- Ran network and A/V cabling for offices as business deemed necessary
- Maintained Skype Smart Rooms and all other Conference Rooms Audio and Video needs
- Assisted users with their A/V needs in the Conference Rooms
- ININ Phone Management Admin
- Citrix Admin
- VMWare Admin
- Designed and implemented modifications to internal program structures
- Updated files and records and determined proper detailed sequence of steps and program logic for multiple New Employee equipment setup processes
- Writes and maintains IT instructions, program maintenance manuals, run time instructions, and other similar documentation.
- Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
- Reduced helpdesk support tickets by proactively addressing common user issues through regular maintenance.
- Trained new hires on computer and software use and company policies.
- Enhanced system performance by optimizing desktop configurations and implementing software updates.
- Contributed to the development of IT best practices, keeping current with industry trends and advancements in technology.
- Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity.
- Assisted with disaster recovery planning and implementation, safeguarding critical business operations in the event of unforeseen disruptions.
- Provided technical support during company-wide events, ensuring seamless connectivity and presentation capabilities for all participants.
- Served as a liaison between the IT department and end-users, effectively communicating complex technical concepts in understandable terms.
- Walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up work stations for employees.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and installed computer systems for other sub-organizations.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
Desktop Support Technician
SMCUSA
09.2012 - 05.2016
- Manage and resolve escalated Service Desk incoming phone calls, emails, and tickets received while maintaining a high degree of professionalism and attention to Customer Service Excellence
- Remote Control and hands on support for Windows 7, Windows 8/8.1, and Windows 10, and Mac iOS systems, Microsoft Office suite, Outlook/Exchange, 2007/2010, 2013, PDAs, print/scan/fax, Cisco IP phones, Remedy application, and internal web applications, Lotus Notes and Domino Server set up for mail client
- Resolve escalated tickets for incoming problems and requests
- Administration tasks, including manage projects, server builds, moves/adds/changes of nodes to Windows A/D and other internal applications
- Log calls and emails in the ticketing system according to pre-defined processes
- Maintain, analyze, troubleshoot, and resolve PC problems
- Install and configure workstations and servers
- Upgrade and replace PC’s and PC components
- Provide daily desktop and peripheral support as needed
- Order equipment and software and oversee computer inventory management for the company
- Effectively interface with other departments, personnel, and business contacts
- Assist in resolving LAN communications problems
- Participate in departmental projects as required
- Perform miscellaneous duties as required by Systems Management
- Set up and maintain devices and software for Apple, Andriod, and Blackberry phone and tablets
- Maintain and correct user profile issues within Citrix environment.
Desktop Support Technician
Comcast Inc
07.2011 - 08.2012
- Provide a full range of customer service for Comcast high speed internet product in a prompt, efficient and professional manner
- Advance troubleshooting for PC/browser/e-mail/personal webpage/connectivity firewall/router/hub problems and provides customer education to same
- Demonstrate listening and analytical skills, with the ability to obtain key information and resolve complex service problems with first call resolution
- Demonstrate knowledge of installing software programs and troubleshooting operating systems, software and hardware
- Communicate courteously and pro-actively to learn customers short term and long-term needs and understands issues from customers’ position
- Recommends products or services to promote customer focus in employees and develop partnerships with customers
- Possess an excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC operating and connectivity technologies
- Diagnoses PC hardware, software, operating system and cable modem and cabling issues.
Education
High School Diploma -
Noblesville High School
Noblesville, IN06.1998
Skills
- Troubleshooting Network Connectivity
- Administrating user accounts and groups as well as NTFS and shared folder permissions
- Active Directory Administrator
- Maintaining and supporting Microsoft Internet Explorer, Microsoft Edge, Google Chrome, Mozilla Firefox, Safari issues for end users
- Configuring Microsoft Office applications and resolving usability issues
- Setting up permissions for printers
- Troubleshooting hardware issues
- Customer Support
- Hardware troubleshooting
- Incident Management
- Asset Management
- IT security protocols
- Capacity Planning
- Disaster Recovery Planning
- Power Distribution Units
- Data Center Design
- Cooling systems management
- Risk Analysis
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Adaptability and Flexibility
- Decision-Making
- Team building
- Task Prioritization
- Self Motivation
- Interpersonal Skills
- Analytical Thinking
- Goal Setting
- Professionalism
- Security Protocols
- Continuous Improvement
- Recovery planning
- Written Communication
- Problem-solving aptitude
- Data Analytics
- Technical Support
- Data Security
- Load Balancing
- Remote Desktop Support
- End-user support
- Help Desk Experience
- Application installations
- Ticketing system proficiency
- Printer and Peripheral Support
- Software Installation
- Hardware Installation
- System Administration
- Issue Resolution
- Mobile Device Management
- Adaptability to Change
- IT Security Management
- Mac OS Operating System
- Virus and Malware Removal
- Desktop support
- Microsoft Windows and Office
- Technical Troubleshooting
- Troubleshooting Network Issues
- System Configuration
- TCP/IP
- Help Desk Support
- Hardware and Software Configuration
- Data Recovery
- Hardware upgrades
- Hardware Configuration
- Remote Technical Support
- Device Installation
- User Support
- Hardware and Software Repair
- System Maintenance
- Software Upgrades
- Technical issues analysis
- Employee Computer Support
- Software Patches
- Computer Diagnostics
- Staff education and training
- Project Coordination
- System Performance Assessments
- Application support
- Equipment Repair
- Hardware Evaluations
- Support Services
- Equipment Inspection
- Technical documents comprehension
- Microsoft Certification
- Technical Documentation
- Creative Issue Resolution
Timeline
Data Center Engineer
Navient
10.2019 - Current
Desktop Engineer II Technician
Navient
05.2016 - 10.2019
Desktop Support Technician
SMCUSA
09.2012 - 05.2016
Desktop Support Technician
Comcast Inc
07.2011 - 08.2012
High School Diploma -
Noblesville High School
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