Isaiah Steele III
Lithonia,GA
Summary
Dynamic system specialist with extensive experience at OIT Georgia Department of Corrections, excelling in troubleshooting and support engineering. Proven track record of enhancing operational efficiency through effective documentation management and user training. Proficient in IBM AS/400 and Microsoft Azure, delivering exceptional service and fostering strong team collaboration.
Overview
23
23
years of professional experience
Work History
System Specialist
OIT Georgia Department of Corrections
10.2016 - Current
- Checked data domain and reported software and hardware issues to management daily, facilitating timely resolution.
- Supported hardware and software for end users at GCI plants in North Georgia.
- Maintain GCI Azure Active Directory by setting up user, OU's, and provide reports
- Prepare instructional training documentation for end user for user of VPN. and use of other GCI software applications
- Administrating the Google Workstation Console, checking logs and run reports
- Managed IT asset inventory for all GCI users across Georgia, ensuring resource availability and compliance.
- Checked nightly backups and replaced tape storage off AS400 weekly to ensure data integrity.
- Monitored onsite camera feeds for issues and reported findings to management.
Desktop support Specialist
Mark Shurett DDs PC dba Help a Child Smile
08.2015 - 10.2016
- Respond to trouble tickets that are submitted thru our Desktop Management Software.
- Conduct daily checks on workstations and servers to ensure optimal performance.
- Troubleshoot any issues with Xray sensors and Medical Software.
- Provided field support for mobile devices across various locations in Georgia, addressing printer problems, X-ray sensor issues, and networking or hardware challenges.
- PC/Laptop refresh on any new images that are submitted from corporate.
- Install VoIP phones for new employees.
- Configured new email accounts for employees
- Facilitated training sessions for employees on new software changes to enhance user proficiency.
- Revamped IT documentation to reflect new changes and improve accessibility for team members.
Technical Support Analyst
Telular Corporation
06.2013 - 08.2015
- Configured network hubs to customer routers, enabling remote arming and disarming of alarm systems.
- Installed wireless cameras, Z-wave thermostats, and dimmer switches, allowing mobile access for users.
- Collaborated with alarm techs to troubleshoot wireless network communicators, ensuring reliable communication for alarm systems.
- Monitoring alarm signals that pass through GSM Global System for Mobile Communications (GSM) units.
Technical Support (Device Support)
E-Transform
11.2011 - 05.2013
- Troubleshot features and PDA devices, resolving user issues to enhance satisfaction.
- Interacted with retail representatives to troubleshoot devices, ensuring swift resolutions for customers.
- Collaborated with sales representatives to resolve device issues and deliver effective repair tips.
- Configured Mifi and hotspot devices for seamless connectivity on laptops and computers.
- Mentored new employees joining the program and provided information on new devices.
- Prepared daily and monthly schedules for employees and addressed technical issues within the center.
Technical Support Analyst
Computer Generated System
09.2011 - 11.2011
- Troubleshot IBM-Lenovo ThinkPad and Ideapad computers to resolve technical issues efficiently.
- Ordered parts (HDD, memory stick, system board) and coordinated dispatch of field tech for timely service.
- Resolved customer inquiries regarding telecommunications products and services.
- Collaborated with engineering teams to troubleshoot technical issues.
- Documented support procedures for internal knowledge base enhancement.
Service Engineer
USA Digital/Sprint Retailer
03.2009 - 08.2011
- Documented issues encountered with cellphone units through client discussions to ensure accurate troubleshooting.
- Opened, disassembled, repaired, replaced parts, and reassembled units when done.
- Restored functionality of wireless phones through systematic repairs and refurbishments.
- Provided free troubleshooting and repair estimates for client approval.
- Tested repaired units and advised clients when to obtain their units.
- Executed basic soldering of components and connectors to ensure device functionality.
- Programmed mobile devices and smartphones with software utilizing computer applications and diagnostics tools for troubleshooting.
- Ensured the center maintained an inventory of replacement kits and spare parts for planned repairs.
- Conducted functional testing and quality assurance inspections to verify product compliance with specifications.
Desktop/Cell Phone Support Specialist
SouthernLinc Wireless
Birmingham, USA
07.2005 - 03.2009
- Served as front line support technician for more than 750 end users.
- Delivered support through telephone, desk-side visits, and email.
- Troubleshot and set up IDEN, Blackberry 7100i, and 8300 series phones to ensure seamless user experience.
- Worked as advisor for desktop support team to provide software and hardware break service and training requests.
- Documented repair work and parts replaced to facilitate accurate client billing.
- Assisted call center team in setup at new location to improve operational readiness.
- Acted as communication liaison between two teams.
Operation Command Center Team Leader
SITEL Corp
Birmingham, USA
08.2003 - 03.2005
- Enhanced team dynamics and fostered communication among team members to promote collaboration.
- Performed the tasks of monitoring, organizing, and coaching team on a daily basis.
- Streamlined cross-functional communication to create a more collaborative working environment.
- Handled escalated calls, complaints, questions, and queries.
- Articulated company's purpose, core values, and vision to front-line employees to align team efforts.
- Coordinated with customers to advertise services, products and rate plan options offered by the organization.
- Identified new ways to increase the opportunities of sales and service.
- Ran daily call statistics reports utilizing Microsoft Access, Excel and Word.
- Drafted general reports on performance and targets of team members as well as ensure that they exceed the targets.
Education
Associate of Computer Network Systems -
ITT Technical Institute
Bessemer, AL09.2014
Diploma of Art - Graphic Arts and Printing
Bessemer State Tech
Bessemer, AL11.1997
Skills
- Troubleshooting
- Support engineering
- Documentation management
- Software installation
- Office activities
- Administrative processes
- IBM AS/400
- Patching cables
- Switch configuration
- Router configuration
- IP Address subnetting
- Linux
- Unix
- Windows Server 2012
- Windows Server 2016
- Windows Server 2022
- Microsoft Office 365
- VoIP phone configuration
- Windows 10
- Windows 11
- Microsoft Azure
- Hardware testing tools
- Assembling computer peripherals
- Cisco Routers
- Cisco Switches
- Cisco Access Points
- Cisco IOS commands
- Active Directory
- Domain setup
Timeline
System Specialist
OIT Georgia Department of Corrections
10.2016 - Current
Desktop support Specialist
Mark Shurett DDs PC dba Help a Child Smile
08.2015 - 10.2016
Technical Support Analyst
Telular Corporation
06.2013 - 08.2015
Technical Support (Device Support)
E-Transform
11.2011 - 05.2013
Technical Support Analyst
Computer Generated System
09.2011 - 11.2011
Service Engineer
USA Digital/Sprint Retailer
03.2009 - 08.2011
Desktop/Cell Phone Support Specialist
SouthernLinc Wireless
07.2005 - 03.2009
Operation Command Center Team Leader
SITEL Corp
08.2003 - 03.2005
Associate of Computer Network Systems -
ITT Technical Institute
Diploma of Art - Graphic Arts and Printing
Bessemer State Tech