Steven Aaron
Menomonie,WI
Summary
Dedicated and customer-focused professional with a passion for technical support and finding effective solutions. I'm driven to deliver exceptional service and support to customers while demonstrating a genuine enthusiasm for technology. With a strong background in customer service and a natural aptitude for problem-solving, I thrive in fast-paced environments where I can leverage my technical expertise to address challenges and exceed expectations. Committed to staying current with industry trends and advancements, I am a true technology enthusiast and a self-professed "nerd" who is eager to contribute positively to a dynamic team.
Overview
7
7
years of professional experience
Work History
Information Technology - Administrator II
Ayres Associates
Eau Claire, WI
07.2022 - 01.2024
- Provided training for end users on the effective use of various applications, boosting productivity levels within the organization.
- Packaged and maintained hundreds of applications in Endpoint Manager (inTune)
- Managed PC’s and mobile devices in Endpoint Manager (inTune)
- Managed users in Active Directory and Microsoft Entra (Azure AD)
- Completed a company wide migration from personal shared network drives to OneDrive
- Managed licensing for a large variety of software, and maintained high license server availability with proactive monitoring and timely troubleshooting of issues.\
- Performed regular restores in site to site replicated backup (Nasuni) as well as legacy Veeam array
- Deployed and maintained self-service, managed/centralized printer driver solution
- Deployed and maintained Group Policy (AD) and Configuration Profiles (Entra/Azure AD) for 13 divisional OU’s
- Installed and configured network printers and other peripheral devices.
- Conducted daily system monitoring, verifying security, integrity and availability of hardware, server resources, applications and key processes.
- Diagnosed and resolved hardware and software issues.
- Created custom workflows in Microsoft Flows to improve internal IT processes, as well as for other departments.
- Streamlined helpdesk operations for quicker issue resolution, with automated workflows for priority, assignment, and automated responses based on keywords
- Developed comprehensive documentation for IT processes, ensuring consistent adherence to best practices across the organization.
- Excellent communication skills, both verbal and written.
- Configured and optimized Department of Transportation integrations w/ a variety of engineering software
- Learned and adapted quickly to new technology and software applications.
Inside Sales/Customer Support
Self Service Technology
Farmington, MN
09.2019 - 06.2022
- Maintained up-to-date knowledge of product and service changes.
- • Partnered with small to small, medium, and large scale security/janitorial customers to streamline operations.
- Worked with business owners to integrate their existing bookkeeping systems, such as Quickbooks and ADP
- Lead generation through data harvesting and customer outreach.
- Created detailed documentation for new and existing users, as well as an internal FAQ.
- Created technical demo & training videos still in use today
- Worked with customers to coordinate feature and design changes with development team.
- Modified SQL databases for pre-release features.
- Educated customers about billing, payment processing and support policies and procedures.
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Analyzed data trends in order to anticipate future challenges or opportunities within the market segment.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
IT Client Support Analyst
Aqseptence Group
New Brighton, MN
08.2016 - 08.2019
- Deployed and maintained hundreds of Windows PC's
- Completed company-wide Windows 10 upgrades ahead of schedule.
- Worked with niche manufacturing equipment- diagnosed issues with machine controllers on heavy-machinery.
- Collaborated with cross-functional teams to identify and resolve system-wide problems.
- Supported SAP, Salesforce, SharePoint, Microsoft Office, Autodesk Products and other specialized software
- Developed a strong knowledge base to assist clients in troubleshooting various technical challenges.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Maintained detailed case histories, metrics and reports to meet strict standards.
- Led the rollout of an advanced digitalization project including the replacement of printed work orders with fully digital touchscreen units, complete with barcode scanners for clocking labor and displaying engineering drawings.
- Annual travel to several US locations from New Jersey to California to provide in-person technical support
- Deployed and maintained hundreds of iOS devices, maintained them through inTune in O365
- Managed users in Active Directory
- Collaborated closely with Global IT in Aarbargen, Germany on company-wide changes
Education
Bachelor of Science - Political Science
Minnesota State University- Mankato
Mankato, MN05.2016
Skills
- Vendor Relationship Management
- Account Management in Hybrid-Cloud environment
- Technical support expertise
- User Training
- IT Budgeting and Forecasting
- Hardware troubleshooting
- PC diagnostics
- Operating System Proficiency
- Help Desk Management
- Technical Writing
Timeline
Information Technology - Administrator II
Ayres Associates
07.2022 - 01.2024
Inside Sales/Customer Support
Self Service Technology
09.2019 - 06.2022
IT Client Support Analyst
Aqseptence Group
08.2016 - 08.2019
Bachelor of Science - Political Science
Minnesota State University- Mankato