Roy Stefferud
Desktop Support
Racine,WI
Summary
Versatile IT Technician with 2 decades experience ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures. World class customer rapport skills.
Overview
36
36
years of professional experience
1
1
year of post-secondary education
3
3
Certifications
Work History
Local Tech Support
Adecco \ HCL America
04.2013 - Current
- Performed remote and deskside technical support for users at SC Johnson's Waxdale facility
- Performed second level troubleshooting of computer devices and initial troubleshooting for analog and IP phones
- Collaborated with other IT staff in resolving technical issues
Desktop Support Technician
Apex Systems, Inc
09.2011 - 03.2013
- Troubleshoot and diagnose computer hardware, software, and network-related issues
- Hot swap equipment and re-image with standard images as needed
- Perform desk-side support of computers and HP printers
- Document calls and steps performed to resolve issues
Server Technician
Volt Technical Services, Inc
01.2007 - 04.2009
- Monitor help desk tickets and repair or modify servers
- Set up and install Operating System and server software per client request
- Recommend server hardware and software upgrades as needed to improve system performance
- Document all steps performed on help desk ticket.
PC Technician Volunteer
Cencom 911 of Kitsap County
03.2005 - 06.2005
- Relocate and set up workstations
- Troubleshoot workstation issues and resolve problems
- Document solutions
- Contact hardware and software vendors for warranty replacement parts.
Help Desk Specialist Level 1
Children's Hospital of Wisconsin
04.2001 - 07.2002
- Troubleshoot and diagnose technical issues in mixed-mode environment of mainframe, Novell, and NT systems
- Assist programmers and second level support techs by interfacing with users to clarify technical issues
- Perform desk-side support as necessary
- Create and document help desk tickets and route to appropriate action agency as needed.
Help Desk Specialist Level 3
Snelling Personnel Services
06.2001 - 11.2001
- Answer incoming phone questions and concerns for Time-Warner's Road Runner ISP service
- Diagnose and troubleshoot PC and network issues while providing quality customer service to external customers
- Schedule on-site technicians to repair hardware failures.
Sales Force Support Associate
Tenneco Automotive, Inc
03.1998 - 05.2000
- Responsible for providing second level support for 200 sales force representatives and 250 on-site users
- Troubleshoot and diagnose hardware, application, and network issues
- Create and update standard images of corporate desktop and laptop software
- Test new and upgrade versions of software for compatibility with existing applications
- Perform maintenance as needed on Hewlett-Packard printers
- Contact hardware vendors for warranty hardware replacement
Data Operations Technician/Small Computer Technical Advisor
US Air Force
05.1988 - 04.1995
- Install and troubleshoot software applications
- Instruct staff on efficient use of office applications
- Effectively maintain software library for base agencies
- Support over 1,150 customers
- Orient new personnel and write performance evaluations
- Operate Unisys and Data General mainframe systems, and Unisys 8180D Page Printing System
- File documents per alpha-numeric system
- Perform minor maintenance on mainframe computers and photocopiers
- Store and maintain over 30,000 magnetic tapes in support of mainframe systems.
Education
Some College (No Degree) - Information Technology
Olympic College
Bremerton, WA 01.2007 - 08.2007
Skills
MS Office XP thru 360
In-house applications
Windows XP - 7 & 10
Technical Support
Software Installation
Data Transfer Best Practices
Task Prioritization
Customer Service
Certification
CompTIA A+
Military Service
- US Air Force, Computer Operations, Small Computer Help Desk Specialist, Airman Leadership School
- US Marine Corps Reserve, Infantry Tactics, NCO Leadership School
Timeline
Local Tech Support
Adecco \ HCL America
04.2013 - Current
Desktop Support Technician
Apex Systems, Inc
09.2011 - 03.2013
CompTIA Server+
07-2008
Some College (No Degree) - Information Technology
Olympic College
01.2007 - 08.2007
Server Technician
Volt Technical Services, Inc
01.2007 - 04.2009
PC Technician Volunteer
Cencom 911 of Kitsap County
03.2005 - 06.2005
Help Desk Specialist Level 3
Snelling Personnel Services
06.2001 - 11.2001
Help Desk Specialist Level 1
Children's Hospital of Wisconsin
04.2001 - 07.2002
MCP Windows 2000
03-2001
CompTIA A+
08-2000
Sales Force Support Associate
Tenneco Automotive, Inc
03.1998 - 05.2000
Data Operations Technician/Small Computer Technical Advisor
US Air Force
05.1988 - 04.1995