Overview
Work History
Education
Skills
Core Competencies
Certification
Accomplishments
Timeline
Generic

STEPHEN OTIENO

Overview

16
16
years of professional experience
1
1
Certification

Work History

Lead Project Management - 40 Hours Weekly

Oracle
Dallas, TX
03.2021 - 12.2024
  • Led the planning, design, and implementation of various church-wide IT projects, including system upgrades and internet technologies for internal and external communications.
  • Spearheaded the development and management of intranet and extranet systems to improve collaboration and communication within the organization, driving a 20% increase in operational efficiency.
  • Planned and executed highly successful social media campaigns, utilizing technical knowledge of web systems and services to increase engagement and drive digital transformation.
  • Implementing new technologies, web sites, and applications to meet organization's requirements
  • Developed and enhanced monitoring systems to capture application data, identify errors, and increase visibility into application performance and behavior
  • Managed the integration and upgrade of systems critical to event coordination, improving workflow efficiency by 15%.
  • Collaborated with stakeholders to ensure that IT systems met both operational and security requirements, adhering to industry standards and best practices.

Sr. Technical Support Specialist - 40 Hours Weekly

American Airlines
Fort Worth, TX
12.2020 - 12.2023
  • Managed the installation, configuration, and upgrading of core IT systems, including Active Directory and SharePoint, ensuring seamless integration with business operations.
  • Analyzed and enforced cybersecurity, IT, and OT policies to ensure compliance and optimize operational efficiency.
  • Collaborated with cross-functional teams to design and implement IT solutions that support large-scale, global operations, focusing on optimizing networked systems for voice, data, and video transmissions.
  • Led technical efforts for Azure Cosmos DB, managing globally distributed applications that required high performance and availability.
  • Acted as a technical liaison for customer support teams, providing in-depth troubleshooting and training to ensure smooth operation of IT services.
  • Implementing new technologies, web sites, and applications to meet organization's requirements
  • Developed policies for IT system use and collaborated on strategic planning initiatives that supported the company’s evolving technology needs.
  • Recognized as Employee of the Month for excellence in IT support, consistently exceeding performance and service level goals.

Sr. Technical Account Manager - 40 Hours Weekly

Microsoft Corporation
Irving, TX
03.2017 - 12.2020
  • Provided strategic IT guidance for the planning, analysis, and design of enterprise D365 implementation projects, ensuring successful deployment across large-scale organizational environments.
  • Implementing new technologies, web sites, and applications to meet organization's requirements
  • Delivered technical account management for Azure Data Platforms, ensuring clients’ cloud infrastructure was optimized for reliability, scalability, and performance.
  • Collaborated with teams across departments to support the technical development and integration of new systems, ensuring they aligned with existing organizational goals and IT policies.
  • Utilized systems analysis methodologies to troubleshoot and resolve complex customer issues, leading to a consistent reduction in system downtime and improvement in overall service delivery.
  • Analyzed and enforced cybersecurity, IT, and OT policies to ensure compliance and optimize operational efficiency.
  • Developed and enhanced monitoring systems to capture application data, identify errors, and increase visibility into application performance and behavior

Lead Technical Customer Support - 40 Hours Weekly

Verizon
Dallas, TX
03.2009 - 12.2016
  • Designed and executed network systems installations, including configuration and optimization of hardware and software for secure and efficient operations.
  • Resolved Tier Two technical issues, providing advanced support for desktop, network, and hardware troubleshooting, contributing to increased uptime and system reliability.
  • Implementing new technologies, web sites, and applications to meet organization's requirements
  • Played a key role in developing and implementing policy for IT systems, ensuring compliance with industry standards and optimizing resource use.
  • Conducted technical training for support teams, improving their ability to deliver high-quality service to customers and resolve issues with greater efficiency.
  • Developed and enhanced monitoring systems to capture application data, identify errors, and increase visibility into application performance and behavior
  • Supported the launch and development of new products and services, driving customer satisfaction through product demonstrations and troubleshooting support.

Education

Bachelor of Arts - Computer Information Systems

The University of Texas At Arlington
Arlington, TX

Skills

Highly skilled IT professional with over 8 years of hands-on experience across multiple IT disciplines including Operating Systems, Network Services, Data Management, Systems Administration, and Customer Support Proven expertise in planning, installation, configuration, testing, implementation, and management of IT systems to support both business operations and strategic initiatives Adept at analyzing, designing, and optimizing network infrastructure, data management systems, and customer support models to ensure the highest levels of performance and compliance with organizational requirements Excellent leadership, communication, and problem-solving skills, with a strong focus on aligning IT services with business objectives

Core Competencies

  • Operating Systems: Expert in planning, installing, and managing operating systems to support IT architecture, ensuring high availability and performance.
    Network Services: Proficient in designing, analyzing, and implementing secure network solutions for voice, data, and video, with expertise in integrating new technologies.
    Data Management: Skilled in developing systems for data storage and retrieval, optimizing performance and integrity with experience in Azure Cosmos DB.
    Internet Technologies: Managed internet, intranet, and extranet systems, focusing on web development, deployment, and high-availability services.
    Systems Administration: Experienced in installing, configuring, and maintaining enterprise hardware and software, ensuring optimal performance.
    Customer Support: Led strategies to resolve technical issues, train users, and deliver support for large-scale systems.
    Policy and Planning: Led IT initiatives including strategic planning, resource management, and policy development, ensuring compliance and efficiency.
    Systems Analysis: Analyzed and optimized IT systems, implementing solutions to streamline business processes and improve efficiency.

Certification

  • Information Technology Infrastructure Library (ITIL) Foundation certification, Human Development Index (HDI), Project Management Professional (PMP), AWS Certified Cloud Practitioner, CompTIA Security +

Accomplishments

  • Project Management Professional, Top Performer Award, Achievement Certificate

Timeline

Lead Project Management - 40 Hours Weekly

Oracle
03.2021 - 12.2024

Sr. Technical Support Specialist - 40 Hours Weekly

American Airlines
12.2020 - 12.2023

Sr. Technical Account Manager - 40 Hours Weekly

Microsoft Corporation
03.2017 - 12.2020

Lead Technical Customer Support - 40 Hours Weekly

Verizon
03.2009 - 12.2016

Bachelor of Arts - Computer Information Systems

The University of Texas At Arlington

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STEPHEN OTIENO