Stephen Walter

40 hours - weekly

• Acted as the primary point of contact for end-users, delivering exceptional support through phone, email, and chat channels
• Worked in the support queue, following up with customers to ensure the timely resolution of their inquiries
• Demonstrated expertise in effectively resolving incidents, ensuring customer satisfaction and issue closure
• Developed comprehensive documentation aligned with the ITIL framework, facilitating efficient support processes, and promoting a first-call resolution (FCR) focus
• Handled inbound phone calls, chat messages, and emails, promptly addressing customer needs and concerns
• Became a Subject Matter Expert (SME) for designated customers, fostering close collaboration and addressing current trends, gaps, and issues weekly
• Progressed to coaching other team members, providing guidance and support in handling their calls and cases
• Interacted with individuals seeking resolution for their issues, employing a best-practice approach to swiftly solve problems
• Utilized remote access to troubleshoot issues on end-user computers for various clients, including those in the medical, ISP, and real estate sectors
• Managed user access to files, ensuring proper permissions and security
• Efficiently reset end-user passwords through Active Directory, minimizing disruptions and enhancing security
• Effectively performed customer information management using Office 365/Exchange, handling additions, deletions, and modifications
• Updated Group Policy Objects (GPO) based on company requirements, ensuring proper configuration and compliance
• Displayed expertise in troubleshooting Windows-related issues, swiftly resolving technical problems
• Assisted end-users in accessing their company VPN through XML file configuration, ensuring seamless connectivity.

40 hours - weekly

• Maintained and administered computer networks, encompassing system software, application software, hardware, and configurations
• Resolved wide range of technical issues across multiple systems and applications, providing prompt and effective solutions to customers and end-users across various time zones
• Delivered Tier 1 and Tier 2 IT support through desk-side services, ensuring non-technical internal users received assistance needed
• Monitored operational systems, swiftly troubleshooting errors, and minimizing disruptions; diagnosed and resolved hardware, software, and network-related problems, employing effective troubleshooting techniques
• Maintained, configured, and monitored network systems using Ninja software, ensuring optimal performance and reliability; monitored performance and capacity of computer systems, conducting regular checks on network hardware and software to maintain efficiency
• Responded to end-user phone calls and addressed network alerts and hardware malfunctions promptly and efficiently
• Diagnosed and resolved network errors, including system reboots and maintenance tasks, ensuring smooth operations
• Tracked and documented issues and resolutions meticulously in the proprietary ticketing system, maintaining a comprehensive record for future reference
• Coordinated computer network access and usage for end users, ensuring proper permissions and security measures were in place; managed customer information within Office 365/Exchange, handling additions, deletions, and modifications effectively
• Executed new user account setups through Active Directory (AD), streamlining the onboarding process
• Performed daily report scrubs within the ticketing system, ensuring accurate and up-to-date information, and making necessary corrections to improve data integrity.

40 hours - weekly

• Improved community safety by conducting routine patrols and responding to emergency calls promptly.
• Enhanced public trust by providing professional and compassionate assistance during emergencies.
• Maintained law and order, effectively protecting life and property through proactive measures; received and promptly responded to dispatch calls, thoroughly investigating, and taking appropriate action on assigned cases
• Conducted comprehensive security checks of businesses, parks, public buildings, industrial areas, and residences, ensuring a safe environment
• Participated in roll calls, including inspections and training sessions to improve knowledge and skills
• Undertook specialized assignments, performing administrative, technical, and investigative duties as required
• Collaborated with the public and civic organizations to conduct community activities, fostering positive relationships and community engagement.

40 hours - weekly

• Spearheaded organizational process optimization in customer service relations, marketing, sales, and group training, driving improved performance and efficiency
• Achieved an impressive 95% customer retention rate, prioritizing relationship-building to cultivate a loyal customer base
• Recruited, trained, and facilitated the onboarding process for employees, ensuring positive transitions and reducing turnover
• Conducted comprehensive employee recruitment, training, performance evaluations, promotions, and terminations, fostering a high-performing team
• Primary point of contact for all customer complaints and inquiries, swiftly streamlining and implementing solutions
• Managed a fleet of 10-15 U-Haul trucks, overseeing a team of 3 employees and ensuring smooth operations
• Demonstrated a strong commitment to protecting company assets and minimizing loss by adhering to store standards and operating procedures, including workplace safety, inventory control, and loss prevention
• Conducted weekly inspections on inventories and trucks, maintaining accountability and ensuring cleanliness standards were met.

40 hours - weekly

• Actively patrolled assigned district(s) within corporate limits, effectively deterring illegal activities and ensuring the safety and security of individuals, buildings, neighborhoods, and district(s)
• Provided credible testimony in municipal, county, and district courts, supporting the investigation and charging of individuals with criminal and non-criminal offenses
• Coordinated with external law enforcement jurisdictions and agencies, fostering collaboration and information exchange for ongoing investigations, suspects, and criminal intelligence gathering
• Maintained effective communication with court officials, social workers, and agencies, facilitating the filing of charges, deferral of sentencing, placement of juveniles in alternatives, and adherence to the Children's Code.

40 hours - weekly

• Improved overall security by conducting regular patrols and monitoring surveillance systems.
• Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
• Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
• Reduced incident response times by implementing efficient emergency procedures and collaborating with local law enforcement agencies.

40 hours - weekly or more

• Enhanced team efficiency by developing and implementing effective mortar training programs.
• Increased mission success rate by conducting thorough pre-mission planning and threat assessments.
• Improved unit readiness by maintaining and repairing mortar systems and associated equipment.
• Reduced risk of friendly fire incidents through strict adherence to safety protocols during live-fire exercises.
• Streamlined communication within the team, utilizing tactical radio systems for coordinating movements and targeting information.
• Assisted in reconnaissance missions, gathering critical intelligence on enemy locations and strength for strategic planning purposes.
• Provided crucial support during humanitarian aid missions, delivering essential supplies to affected populations in disaster-stricken areas.
• Conducted regular training exercises to maintain high levels of physical fitness and combat readiness among team members.
• Fostered a positive work environment, promoting teamwork and camaraderie among fellow soldiers.