Stephen A. Redcross
Houston
Summary
U.S. Army Veteran with a robust background in logistics, including over 6 years of specialized experience in inventory management, inspection, quality assurance, and distribution. Previously held an expired Secret Security Clearance. Transitioned successfully from logistics to IT, achieving a promotion within 8 months of entering the field. Proven leader with a demonstrated ability to manage diverse teams or execute projects independently within established deadlines. Possesses exceptional organizational and mechanical skills. Holds an Associate of Applied Science in Network Administration and Cybersecurity, complemented by various Microsoft IT certifications. An innovative problem solver dedicated to exceeding goals and delivering outstanding results for both customers and administration.
Overview
19
19
years of professional experience
Work History
Desktop Support Analyst
Chemex Global
11.2022 - Current
- Installed software applications across various operating systems to ensure compatibility and functionality
- Delivered exceptional customer service and technical support, addressing all inquiries and issues with prompt and effective solutions
- Diagnosed and resolved hardware issues related to laptops, desktops, monitors, and workstations through systematic troubleshooting
- Developed comprehensive technical documentation for software and hardware systems to support operational efficiency
- Executed system upgrades to improve performance and functionality, ensuring optimal system operation
- Managed user permissions and accounts using Active Directory, including adding/removing permissions, resetting passwords, and enabling/disabling accounts
- Imaged and reimaged laptops and desktops using USB drives and KACE imaging solutions to ensure up-to-date system configurations
- Configured and maintained network printers through graphical user interfaces and Xerox support, ensuring seamless connectivity and functionality
- Installed and troubleshot printers on user laptops and desktops, resolving any related issues efficiently
- Provided technical support for internal desktop systems, addressing both software and hardware challenges
- Assisted with the procurement of hardware and software, ensuring timely and cost-effective acquisitions
- Conducted in-depth problem solving and troubleshooting for both software and hardware issues, developing effective solutions
- Researched and developed solutions for complex hardware and software issues, leveraging technical expertise
- Maintained accurate records of hardware and software assets to ensure efficient asset management
- Coordinated desktop hardware and software acquisitions and upgrades, aligning with organizational needs and goals
- Enforced internal IT policies related to network and security to maintain compliance and safeguard corporate data
- Knowledgeable in various IT domains, including Active Directory, computer imaging, conference room hardware troubleshooting, customer service, desktop hardware, DHCP, DNS, email systems, firewall management, Group Policy, hardware inventory management, Microsoft Update, mobile device management, network troubleshooting, Office 365 administration, SharePoint, software troubleshooting, VPN, and Windows Operating System
Call Center Whole Home Expert
Asurion
02.2021 - 10.2022
- Demonstrated strong oral communication skills with the ability to think quickly and respond effectively to customer complaints, ensuring they understand the troubleshooting process and the overall resolution of their issues
- Efficient problem-solving using company resources such as Care Central, Google, Helix, Outlook, ServiceNow, and Whonew
- Developed a systematic approach for diagnosing customer issues and determining solutions through logical analysis and process of elimination
- Exhibited meticulous attention to detail, empathy, and composure in all situations, ensuring exceptional customer service and satisfaction
- Collaborative team player, actively assisting colleagues by addressing their questions and providing support as needed
Service Desk IT SMO Lead
Stage Store Inc.
03.2020 - 09.2020
- Configured and troubleshot Stage Technology across various domains, including enterprise applications, software, hardware, network infrastructure, store technology, and printers
- Remotely diagnosed network connectivity issues within store environments, addressing problems related to patch panels, routers, switches, access points, and both wired and wireless devices
- Problem Solving remotely, submitting service requests as necessary to ensure timely resolutions
- Reviewed case histories for end users to accurately identify and address recurring issues
- Monitored and ensured timely resolution of support tickets by team members
- Handled complex requests and issues from business users with precision and expertise
- Supported the training of new employees in Stage Technology to enhance team capabilities
- Conducted quarterly performance reviews for team members, providing feedback and guidance to foster professional growth
Technical Support Service Desk Specialist
Stage Store Inc.
06.2019 - 03.2020
- Delivered exceptional technical customer service, escalating issues as necessary to ensure resolution
- Demonstrated strong teamwork in a corporate setting, contributing effectively to collective goals
- Utilized various programs and applications, including ServiceNow, Kronos Timekeeping, VNC, Telnet, Command Prompt, PCI Remote Desktop Connection, Cisco AnyConnect Secure Mobility Client, Remote Desktop Connection, inContact, AutoSys, and Jobscape
- Adapted to a corporate work environment, with the flexibility to work from home as required
- Logged all incoming calls—both internal and external—into the guest relationship management system for accurate tracking and follow-up
- Remotely diagnosed network connectivity issues in store environments, addressing problems with patch panels, routers, switches, access points, and both wired and wireless devices
- Configured and troubleshoot Stage Technology, including enterprise applications, software, hardware, network infrastructure, store technology, and printers
- Problem Solving with the ability to identify issues, assess the accuracy and relevance of information, and employ sound judgment to generate and evaluate alternatives, ultimately providing well-informed recommendations
Truck Driver
Schneider National
01.2016 - 10.2018
- Operated a tractor-trailer to transport customer products to and from designated locations efficiently and safely, while strictly adhering to road signs and regulations
- Ensured the safe operation and maintenance of the tractor-trailer in compliance with Department of Transportation (DOT) standards
- Coordinated with receiving companies to schedule and manage the safe and timely offloading of merchandise
Heavy Wheeled Operator
US Army
03.2009 - 09.2015
- Coordinated and communicated transportation projects including the construction of hospitals and infrastructure development, while supervising up to 15 transportation specialists
- Assisted in organizing and conducting complex weekly training events, focusing on skill enhancement and compliance with government training mandates
- Utilized Microsoft Office applications to create and edit spreadsheets, reports, and memorandums, detailing equipment and vehicle usage, training requirements, compliance, and personnel status
- Developed advanced soldier skills such as teamwork, attention to detail, discipline, training, communication, and first aid
- Performed managerial duties in the absence of direct supervision, demonstrating leadership and organizational capabilities
- Maintained accountability and serviceability of military weapons and sensitive equipment valued at thousands of dollars, with zero losses
- Conducted bi-monthly inventories and inspections of equipment, supplies, and vehicles to ensure operational readiness
- Operated large vehicles to transport equipment and supplies valued over $XXM, ensuring safety and efficiency
- Earned formal recognition from leadership for exemplary work ethic, attention to detail, and performance
- Selected for advanced transportation and logistics projects, demonstrating superior capabilities and leadership
- Coordinated fire and troop movements with other personnel and organizations during training exercises to ensure effective operations
- Expired Secret Security Clearance
- Awards and Decorations: Afghanistan Campaign Medal (2 stars), Army Commendation Medal, 2 Army Achievement Medals, Meritorious Unit Commendation, Army Good Conduct Medal, National Defense Service Medal, Global War on Terrorism Service Medal, Non-Commissioned Officer Professional Development Ribbon, Army Service Ribbon, 2 Overseas Service Ribbons, NATO Medal
Construction/Maintenance Worker
City of Newport News
09.2007 - 02.2009
- Supervised a team of 10 temporary contract workers in performing city maintenance and traffic control duties
- Ensured the correct use of Personal Protective Equipment (PPE) among assigned personnel to maintain safety standards
- Managed the beautification and maintenance of 100 square miles of manmade stormwater drains and ditches
- Prioritized the safety of civilian drivers and on-the-job workers, ensuring compliance with safety protocols and regulations
Audio/Visual Technician
Hampton University
09.2005 - 09.2007
- Configured audio and video equipment for over 4,000 students and their presentations, ensuring optimal performance and quality
- Set up and operated audio and video systems for various university functions, sports events, and graduation ceremonies
- Filmed and produced multimedia content for university sports events, functions, and graduation ceremonies
- Performed routine cleaning and maintenance of audio and video equipment to ensure reliability and longevity
Education
Associate of Applied Science - Network Administration and Cyber Security
My Computer Career
Houston, Tx08.2021
High School Diploma -
Phoebus High School
Hampton, Va05.2005
Skills
- Oral Communication
- Microsoft Office
- Active Directory
- Customer Service
- Problem Solving
- Microsoft Operating Systems
- Attention to Detail
- Network Installation
- Troubleshooting
- Configuration
- Printer Troubleshooting
Awards
- Afghanistan Campaign Medal (2 stars)
- Army Commendation Medal
- 2 Army Achievement Medals
- Meritorious Unit Commendation
- Army Good Conduct Medal
- National Defense Service Medal
- Global War on Terrorism Service Medal
- Non-Commissioned Officer Professional Development Ribbon
- Army Service Ribbon
- 2 Overseas Service Ribbons
- NATO Medal
Timeline
Desktop Support Analyst
Chemex Global
11.2022 - Current
Call Center Whole Home Expert
Asurion
02.2021 - 10.2022
Service Desk IT SMO Lead
Stage Store Inc.
03.2020 - 09.2020
Technical Support Service Desk Specialist
Stage Store Inc.
06.2019 - 03.2020
Truck Driver
Schneider National
01.2016 - 10.2018
Heavy Wheeled Operator
US Army
03.2009 - 09.2015
Construction/Maintenance Worker
City of Newport News
09.2007 - 02.2009
Audio/Visual Technician
Hampton University
09.2005 - 09.2007
Associate of Applied Science - Network Administration and Cyber Security
My Computer Career
High School Diploma -
Phoebus High School
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