Summary
Overview
Work History
Education
Skills
Timeline
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Steven Denmon

Steven Denmon

Ocala,FL

Summary

Seasoned Field Service Manager with comprehensive background in overseeing and improving field service operations. Possess strong technical skills, coupled with leadership ability to manage teams and ensure customer satisfaction. Proven capacity to implement strategies that improve service efficiency and boost performance. Notable contributions in fostering team collaboration, driving process improvements, and enhancing service quality in previous roles.

Overview

21
21
years of professional experience

Work History

Field Service Manager

Stratasys
Ocala, FL
10.2013 - Current
  • Created and managed budgets for travel, training, and team-building activities.
  • Increased productivity of field technicians by accurately delegating tasks to many employees.
  • Coordinated installation and technical support of equipment.
  • Trained new employees on company policies and procedures related to field service operations.
  • Analyzed customer feedback to identify areas for improvement in service delivery processes.
  • Produced thorough, accurate and timely reports of project activities.
  • Assigned work and monitored performance of project personnel.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Organized, directed, supervised and evaluated the work of assigned personnel.
  • Delegated work to staff, setting priorities and goals.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Developed and implemented field service policies and procedures.

System Administrator

GDiT
Tacoma, WA
09.2011 - 10.2013
  • Monitored system performance to ensure optimal operations and identified potential issues.
  • Analyzed and reported on system logs to detect and troubleshoot potential issues before they impact operations.
  • Promoted continuous improvement for IT governance processes.
  • Managed and maintained servers across multiple platforms, ensuring high availability and performance.
  • Managed storage solutions, including NAS and SAN, optimizing data accessibility and redundancy.
  • Supported, configured, maintained and upgraded customer networks and in-house servers.
  • Oversaw storage management, data migration, backups and drive replacements.
  • Implemented and monitored network security measures, including firewalls and intrusion detection systems.
  • Analyzed equipment performance records to determine need for repair or replacement.
  • Diagnosed, troubleshot and resolved hardware and system problems.
  • Configured, monitored and maintained email applications or virus protection software.
  • Implemented and managed VPNs, enabling secure remote access for employees.
  • Installed, configured, and updated software and hardware components, ensuring system integrity and compatibility.
  • Created user accounts and managed access rights for users.
  • Configured and managed email servers and protocols, ensuring reliable and secure communications.

Information Technology Specialist

US Army
Tacoma, WA
08.2004 - 08.2011
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Assisted in the development and updating of technical documentation and support guides.
  • Managed backups of critical data using Symantec NetBackup software.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Maintained up-to-date case documentation for future reference.
  • Guided customers through step-by-step solutions in a clear and concise manner.
  • Implemented and provided technical support for voice services and equipment.
  • Installed, configured, and maintained computer systems, networks, printers, and other related equipment.
  • Performed routine maintenance and software updates on support tools and customer systems.
  • Gathered data pertaining to customer needs to identify, predict and evaluate system and network requirements.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Performed continuous assessments of network structure, business content filters, and security firewalls.
  • Maintained inventory records of all installed equipment including software licenses.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
  • Trained new support representatives on troubleshooting techniques and company support protocols.

Education

Undergraduate - Game and Interactive Media Design

Full Sail University
01.2017

Undergraduate - ISO 27001 Foundation - Information Security Certification

DeVry University
01.2011

Skills

  • Troubleshooting
  • Break Fix
  • Travel
  • Technical Support
  • Conflict Resolution
  • Engineering
  • Computer-Aided Design (CAD)
  • Customer Service
  • 3D Printing
  • Time Management
  • Workforce management
  • Schedule coordination
  • Employee scheduling
  • Managing service operations
  • Remote team management
  • SOP implementation
  • KPI tracking
  • Promotional event coordination
  • Technical team leadership
  • Scheduling jobs
  • Field operations
  • Strategy development
  • Staff management
  • Service operations management
  • Tool and equipment maintenance
  • Client relationships

Timeline

Field Service Manager

Stratasys
10.2013 - Current

System Administrator

GDiT
09.2011 - 10.2013

Information Technology Specialist

US Army
08.2004 - 08.2011

Undergraduate - Game and Interactive Media Design

Full Sail University

Undergraduate - ISO 27001 Foundation - Information Security Certification

DeVry University

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Steven Denmon