Hi, I’m
Stephen Palmer
Atlanta,GA
Summary
Dependable desktop support specialist with 4 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
9
years of professional experience
Work History
Insight GlobalDecatur, GA
Emory School of Medicine Incident Coordinator
11.2022 - 04.2023
Job overview
- Developed incident management strategies to promote troubleshooting, root cause analysis and timely resolution.
- Wrote, proofed and edited content in accordance with established university guidelines.
- · Monitored the life cycle of tickets through Service Now.
- Consulted School of Medicine staff & Faculty via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Analyzed SOMITS support data and trends to present formal presentations to School of Medicine Board of Directors.
- Collaborated with leadership to design and build custom reports and data visualization tools for SOMITS support teams.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Performed incident support functions for staff. faculty, and student users across the Emory School of Medicine department.
Insight Global, Waddell & Reed Financial IncAtlanta, GA
IT Operations Administrator, Contractor
10.2021 - 10.2021
Job overview
- Validated and verified the Net Asset Value (NAV) job stream process in Tidal Automation software.
- Diagnosed & troubleshoot 20 weekly service incidents & outages with ServiceNow.
- Documented 20+ weekly problems and actions via Remedy force production logs, SharePoint, & Microsoft Outlook.
- Used Microsoft Teams & Webex to set up remote meetings for employees in other offices.
- Documented company processes and procedures and disseminated to proper personnel.
Clayton County Public SchoolsAcworth, GA
Tier I Support Technician
09.2020 - 10.2020
Job overview
- Deployed and staged 80+ Dell, HP, Google Chromebook, printer, tablet, and smart-boards teaching devices to various Clayton County School District locations to increase student enrollment
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Monitored & tracked 100+ monthly break-fix device service tickets via Service Desk management software
- Managing IP configuration settings to ensure proper network functionality of student, staff, and administrator devices
- Reconfigured student and staff PC devices via Microsoft System Center Configuration Manager.
- Responded to in-person assistance requests from users and directed individuals through basic troubleshooting tasks.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
Veritiv CorporationChamblee, GA
CNC Design Technician
11.2019 - 04.2020
Job overview
- Performed daily policy, maintenance, and system updates on company windows 7/10 Dell workstations.
- Implemented revisions as required by engineering, customer or suppliers.
- Produced 2D and 3D design drafts using hand drawings and AutoCAD software.
- Planned PC workstation office deployments while resolve initial network troubleshooting incidents with building facility managers
- Designed, generated, & quality tested corrugated & 3-D printed product packaging samples using a 3-axis CNC Kongsberg corrugated cutting table & various measurement tools.
- Performed various physical quality assurance strength & durability tests to ensure corrugated & 3-D printed product samples met the International Safe Transit Association, (ISTA) packaging standard.
Wipro LLCChamblee, GA
Customer Service Representative
07.2019 - 11.2019
Job overview
- Resolved entertainment and home security related hardware issues through over the phone client interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
AmeriCorps, Hands on AtlantaAtlanta, GA
Discovery Program Volunteer Coordinator
08.2018 - 05.2019
Job overview
- Secured a $25,000.00 annual grant for Hands on Atlanta through designing 60 physical science, robotics, and Python coding instructional plans for the Points of Light Nonprofit & General Electric
- Assessed, curated, and edited photography to produce digital marketing materials for social media to increase volunteer engagement by 20% quarterly for the Hands-On Atlanta Discovery After School Program
- Maintained brand aesthetics and design standards across communication channels to ensure customer brand awareness via Adobe Creative suite software.
- Led new volunteer orientation to organization and programs.
- Managed volunteer database and volunteer service hours for inclusion in monthly and year-end volunteer reports.
- Identified volunteer service opportunities and associated requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Berea CollegeBerea, KY
Tier I Help-desk Technician
08.2016 - 05.2018
Job overview
- Trained incoming techs on Occupational Safety and Health Administration, (OSHA), and lab safety policies & procedures to increase student safety protocol awareness
- Provided break-fix maintenance for projector, smart monitor, & audio systems to ensure classroom equipment functionality
- Instructed over 600 students on the fundamentals of industrial design, custom printed circuit board design, and product manufacturing.
- Assisted students with various types of technical issues via email, live chat and telephone.
Berea CollegeBerea, KY
Technology Applied Design Teaching Assistant
08.2014 - 05.2016
Job overview
- Creating tech and industrial design independent projects tech and industrial design Adobe Creative Suite & Autodesk Fusion 360, & Solidworks CAD program
- Provided lab equipment break-fix solutions, Windows 7/10 & Mac OS system software support to students, staff, and faculty members.
Education
Berea College
Bachelor of Science from Engineering Technologies and Applied Design, Business Administration
Skills
- Computer maintenance
- Active Directory
- Microsoft Outlook
- Microsoft Teams
- ServiceNow
- Autodesk Fusion 360
- SolidWorks
- Hardware upgrades
- Supervision & leadership
- Hardware diagnostics
- Customer support needs assessment
- Technical Troubleshooting
- Bomgar Remote Support Software
- Call Center Operations
- Service desk support
- LAN/WAN
Timeline
Emory School of Medicine Incident Coordinator
Insight Global
11.2022 - 04.2023
IT Operations Administrator, Contractor
Insight Global, Waddell & Reed Financial Inc
10.2021 - 10.2021
Tier I Support Technician
Clayton County Public Schools
09.2020 - 10.2020
CNC Design Technician
Veritiv Corporation
11.2019 - 04.2020
Customer Service Representative
Wipro LLC
07.2019 - 11.2019
Discovery Program Volunteer Coordinator
AmeriCorps, Hands on Atlanta
08.2018 - 05.2019
Tier I Help-desk Technician
Berea College
08.2016 - 05.2018
Technology Applied Design Teaching Assistant
Berea College
08.2014 - 05.2016
Berea College
Bachelor of Science from Engineering Technologies and Applied Design, Business Administration