Stephen Newell
Mesquite,TX
Summary
Motivated professional with a passion for tackling new challenges. Exhibits a strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to excel independently and rapidly acquire new skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Supervisor Supervisor
Westwood Professional Services
Dallas, TX
01.2024 - Current
- Security Management: Configure security groups and group policies to protect networks and systems.
- Office 365, Exchange, Azure AD Management: Administer Microsoft services, ensuring collaboration and integration.
- Inventory Oversight: Manage hardware acquisition, tracking, and decommissioning.
- Strategic Engagement: Collaborate with departmental leaders to discuss goals, present technical insights, and gather feedback to improve efficiency.
- Documentation: Logging issues, solutions, and user interactions.
- Proactive Monitoring: Identifying potential issues before they become critical.
- Virtualization & Network Configuration: Manage VMs, VMware, vSphere; configure Cisco networking equipment.
- Network Troubleshooting: Diagnose and resolve network issues, collaborating with engineering teams.
- Support Queue Management: Oversee the support ticket queue, ensuring timely assignment.
- User Training: Conduct training sessions, provide A/V support, and document procedures.
- Team Building: Foster a collaborative environment, encouraging open communication and growth.
- Network Security: Implement best practices for network stability and security.
IT Support Lead
Westwood Professional Services
Dallas , TX
06.2021 - 12.2023
- Virtualization & Network Configuration: Manage VMs, VMware, vSphere; configure Cisco networking equipment.
- Network Troubleshooting: Diagnose and resolve network issues, collaborating with engineering teams.
- Network Security: Implement best practices for network stability and security.
- User Training: Conduct training sessions, provide A/V support, and document procedures.
- Troubleshooting: Identifying and fixing hardware, software, and network problems, and resolution of issues.
- Documentation: Logging issues, solutions, and user interactions.
- Escalation: Resolving complex issues or collaboration with higher-level support or specialist teams.
- System Access Management: Handling password resets, account creation, and permissions adjustments.
- User Assistance: Providing guidance on system usage, applications, and basic IT troubleshooting.
- Responding to Support Tickets: Managing and resolving technical issues through a support queue.
Technical Support Representative II
Cox Automotive, Dealertrack Technologies
Dallas, TX
03.2019 - 06.2021
- Assist clients by analyzing inquiries to diagnose problems with our robust enterprise online solutions
- Responsible for taking care of high priority Strategic Accounts, high revenue generator influencing our market
- Salesforce CRM: managing escalated cases daily, maintaining contact with clients, and running dashboard reports
- Provided quality scoring Salesforce escalated case quality scoring to department supervisors
- Created Work Items for product related issues, then communicated with Product through Jira creating SUPP tickets, and work with the product to obtain discovered info until issue resolved
- Consulted with NOC/CERT during outages or network interruption using bridge calls
- Provided on-call after hours support for dealership emergencies and NOC inquiries
- Communicate with PISD lender management team to troubleshoot credit applications
- Work with 3rd parties to investigate product XML errors and assist with provider implementation setup and testing
- Collaborate with product teams on process improvements to deliver a high-quality solution
- Use Splunk to analyze and diagnose application logs and data log errors
- SME for newly release DT2.0 pilots - Assist team members with DT2.0 solution inquiries and work arounds
- DT2.0 Excel Case Tracker -maintained for management to view detailed information about pilot releases & issues
- Pulled and analyzed XML/CDMS logs to confirm data pushed to and from providers
- Created and managed departments knowledge base articles for FI Solution
- Mobile App support with IOS, & Android mobile devices
Technical Support, Client Services
Image Technology Systems
10.2017 - 03.2019
- Troubleshooting -Client Stations, GDS channel discrepancies
- Software support with business clients on functionality of software
- Train clients with software and assist with pre-live configurations
- Antivirus / Firewall/ Network - Configuration, Permissions
- Implantations with PBX, Credit Card Merchant Services, POS systems
- Mapping PMS systems with GDS Channels
- Documentation on tickets on company tracking system
- VNC Remote Support
Education
High school diploma -
Heritage Academy
Dallas 01-2000
Skills
- Networking and Infrastructure: DHCP, DNS, LAN/WAN, network protocols (TCP/IP), network firewalls, VPN, and computer networking
- Systems and Administration: Active Directory, Microsoft Windows Server, System Administration, ENTRA
- MDM – JAMF / Knox
- Microsoft 365
- VMWARE
- Team Building: Collaboration, communication, leadership, conflict resolution, mentoring, teamwork, problem-solving, cross-functional coordination
- ITIL Framework: Understanding of IT service management principles and best practices
- Technical documentation: Skilled in creating and maintaining technical documentation, and user guides
- Windows OS
- Cisco Duo
- Microsoft ENTRA
Projects / Key Achievements
- Assisted on multiple acquisition teams meeting target dates for integration
- Email Migrations
- Asset Inventory Management
- Created training materials that improved onboarding efficiency
- Updated on-boarding process to improve new hire set-ups
Certification
- 2021-Aug-21
Timeline
IT Supervisor Supervisor
Westwood Professional Services
01.2024 - Current
IT Support Lead
Westwood Professional Services
06.2021 - 12.2023
Technical Support Representative II
Cox Automotive, Dealertrack Technologies
03.2019 - 06.2021
Technical Support, Client Services
Image Technology Systems
10.2017 - 03.2019
- 2021-Aug-21
High school diploma -
Heritage Academy
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