Stephen Lounsberry

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Resolved issues with systems, hardware and telephones quickly and accurately.
• Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Installed, modified and repaired software to resolve technical issues not limited to Microsoft O365, 2019, and 2016 versions of Office Suite with core component Software such as Word, Excel, as well as third Party Internal Software crucial to User work experience.

- e.g. MS Word is giving login issues and requires a Product License in order to save and restore files, MS Outlook giving memory error message that may require a reinstall or repair

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Configured hardware, devices and software to set up work stations for employees.
• Provided Tier 2 IT support to non-technical internal users through desk side support services.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Trained and supported end-users with software, hardware and network standards and use processes.

• Configured hardware, devices and software to set up work stations for employees.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Collaborated with vendors to locate replacement components and resolve advanced problems.

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Configured hardware, devices and software to set up work stations for employees.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.

• Provided on-call support for network engineering duties.
• Developed and refined build process and configurations, and contributed to network automation.
• Installed, configured, and supported local area network (LAN), wide area network (WAN) and Internet system.
• Performed day-to-day LAN and WAN administration, maintenance and support.
• Maintained network hardware and software and monitored network to support network availability to end users.
• Monitored stability of network and wireless services to deliver comprehensive stability.
• Verified continuity of computer and telephone system services for users through technical expertise, assistance and project coordination.

• Logged support tickets and closed when issues were resolved.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Resolved technical issues by troubleshooting.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.