Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Stephen Glenn

Ypsilanti,MI

Summary

Dynamic and results-driven professional with extensive experience at NCR Atleos and a strong foundation in computer networking and support. Proven ability to troubleshoot complex issues and enhance operational efficiency. Skilled in TCP/IP protocols and effective communication, consistently delivering timely resolutions and maintaining high customer satisfaction.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Customer Engineer II

NCR Atleos
Ann Arbor, MI
06.2021 - Current
  • Owned customer incidents as assigned, ensuring timely resolution and adherence to SLA requirements.
  • Executed minor repairs and component replacements on Tier I equipment including PCs and printers.
  • Assisted in site preparation through cable installation, equipment staging, and minor testing.
  • Conducted modular swaps and unit replacements alongside preventative maintenance services.
  • Resolved customer concerns by addressing issues directly or escalating to appropriate personnel.
  • Maintained ownership of customer problems until satisfactory resolution was achieved.
  • Performed First Line and Second Line Maintenance on ATMs and kiosks, ensuring operational efficiency.
  • Facilitated effective communication with team members, territory managers, and Control Tower for issue escalation.

NOC Support Engineer

Express Employment Professionals
Ann Arbor, MI
09.2019 - 02.2022
  • Monitored incident alert systems during normal and after-hours, notifying departments of malfunctions.
  • Triaged support tickets by prioritizing requests based on severity and operational impact.
  • Expanded content to streamline future support tasks related to network operations and IT knowledge base.
  • Maintained asset management records, documenting procurements, hardware assignments, and recoveries.
  • Engaged in advanced training to enhance troubleshooting skills for complex customer issues.
  • Communicated effectively with customers requiring support to ensure clarity and patience.
  • Mastered multiple network monitoring tools, rapidly detecting and resolving service-impacting events.
  • Developed, tested, and installed network upgrades to align with organizational performance standards.

HFC Technician

Comcast
Westland, MI
04.2008 - 07.2019
  • Delivered first-tier service for Converged RF network management, ensuring optimal performance across Video, High Speed Internet, IP Networking, and Voice products.
  • Conducted proactive network surveillance to identify impaired or failed elements using tools such as Dashboard, Watchtower, Flux, Yeti, SASQ, and Scout.
  • Generated trouble tickets and assigned tasks to network agents to minimize customer impact and expedite resolutions.
  • Supported municipalities, Government Affairs, institutional loops, Digital Video Engineers, Fiber Construction, Plant Operations, System Engineers, IP Engineers, National NOC, Content PPV, Customer Care, and Dispatch groups.

Tier 2 Technical Support Specialist

Comcast
Ann Arbor, MI
02.2007 - 04.2008
  • Consulted with users via telephone to identify issues and perform diagnostic testing.
  • Leveraged company resources to effectively address and resolve technical problems.
  • Executed commands to observe system functionality across multiple operational areas.
  • Multitasked to troubleshoot diverse technical issues across various systems and applications.
  • Provided first-level support by remotely troubleshooting service, equipment, and account issues.
  • Maintained compliance with updated policies and procedures with minimal oversight.
  • Communicated solutions to customers, guiding them through corrective actions to restore service.

Communication Tech 3

Comcast
Ann Arbor, MI
06.2003 - 02.2007
  • Conducted site surveys to identify optimal equipment positioning for maximum signal reception.
  • Reviewed work orders and collaborated with prior shift to evaluate daily work requirements.
  • Planned, installed, and maintained systems while repairing malfunctioning components.
  • Analyzed project drawings to ensure installation activities met specifications.
  • Executed regular system tests to verify functionality of all components.
  • Connected wires and cables to terminals, completing required paperwork for each work order.
  • Utilized hand tools for mounting, installing, and securing equipment.
  • Adhered to company procedures, NEC/NESC regulations, and local ordinances during installations.

Engineering Technician

IBM
Southfield, MI
01.2000 - 05.2002
  • Resolved customer complaints utilizing advanced diagnostic tools to enhance service efficiency.
  • Examined on-site electrical systems and equipment for fault identification and corrective design implementation.
  • Coordinated with vendors to obtain necessary equipment and tools for successful project completion.
  • Managed resources, developed project schedules, and maintained departmental budgets effectively.
  • Generated detailed reports documenting progress across all project phases.
  • Built, calibrated, and maintained electrical instruments for design development processes.
  • Conducted root cause analysis to identify and address project failure points.
  • Collaborated with mechanical engineers to troubleshoot product development and maintenance challenges.

Education

B.A. - Biblical Studies

Lancaster Bible College
Lancaster, PA
12.2024

Associate of Applied Science - Computer And Information Sciences

ITT Technical Institute
Indianapolis, Troy, MI
01.2002

Skills

  • Computer networking and support
  • Network monitoring and troubleshooting
  • TCP/IP protocols
  • Microsoft Windows expertise
  • Cisco certification

Certification

  • CIENA 6500
  • NUTANIX
  • VERITAS

Timeline

Customer Engineer II

NCR Atleos
06.2021 - Current

NOC Support Engineer

Express Employment Professionals
09.2019 - 02.2022

HFC Technician

Comcast
04.2008 - 07.2019

Tier 2 Technical Support Specialist

Comcast
02.2007 - 04.2008

Communication Tech 3

Comcast
06.2003 - 02.2007

Engineering Technician

IBM
01.2000 - 05.2002

B.A. - Biblical Studies

Lancaster Bible College

Associate of Applied Science - Computer And Information Sciences

ITT Technical Institute

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