Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Steven Flowers

Nevada,TX

Summary

Detail-oriented IT professional with over 4 years of experience in system administration and technical support within dynamic enterprise environments. Proficient in optimizing IT infrastructure to enhance performance, bolster security, and elevate user satisfaction. Demonstrated ability to leverage ticketing systems and implement IT service management best practices, resulting in efficient and timely solutions. A collaborative team player dedicated to aligning IT strategies with overarching business objectives, fostering a culture of innovation and continuous improvement.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Desktop Support Technician and Asset Management

Raytheon
McKinney, Texas
10.2023 - Current
  • ServiceNow Optimization: Enhanced ticketing workflows, achieving a remarkable 20% reduction in average issue resolution time and improving tracking for over 1,000 IT incidents annually.
  • System Performance & Data Security: Maintained system uptime exceeding 95% through rigorous assessments and implemented strategic backup strategies, attaining a 100% success rate in routine data recovery tests.
  • Cross-Functional Collaboration: Fostered partnerships with diverse departments to align IT services with organizational goals, culminating in a 15% increase in operational efficiency.
  • Knowledge Base Development: Spearheaded the creation and maintenance of a centralized knowledge base, effectively reducing repetitive support requests by approximately 15%.
  • User Support Enhancement: Configured and troubleshot over 1,000 laptops and desktops, leading to a significant 20% increase in user satisfaction scores.

IT Technician

Wayland Baptist University
Plainview, Texas
09.2020 - 12.2023
  • Help Desk Management: Successfully managed a Help Desk catering to approximately 800 students and faculty, ensuring secure data access and efficient profile recovery.
  • Proactive IT Support: Analyzed and resolved over 1,500 IT support requests, identifying trends to enhance system reliability and reduce incident frequency by 30%.
  • Process Optimization: Streamlined support processes, achieving a 20% reduction in average resolution times through the implementation of best practices.
  • Cloud Solutions Implementation: Championed the adoption of cloud technologies, improving data accessibility for 150+ users and enhancing disaster recovery protocols.

Education

BBA - Cyber Security

Wayland Baptist University
Plainview, TX
05-2023

Skills

  • Operating Systems: Windows Server, Windows 10, Windows 11, macOS
  • IT Tools: Microsoft 365, Active Directory, ServiceNow, VMware
  • Networking & Security: TCP/IP, DNS, VPN, configuration, data encryption
  • Technical Proficiency: System architecture, remote access configuration, PC imaging, hardware diagnostics, incident management, asset recovery
  • Soft Skills: Exceptional customer service, effective communication, project management, training and mentoring, analytical problem-solving

Certification

  • Comptia Security+
  • Microsoft Certified

Accomplishments

  • Member of the WBU Nationally Ranked wrestling team (2018 – 2023)
  • 2x placer at SAC conference tournament
  • Historian for BSA (2021 – 2023)
  • Deans list

Timeline

Desktop Support Technician and Asset Management

Raytheon
10.2023 - Current

IT Technician

Wayland Baptist University
09.2020 - 12.2023

BBA - Cyber Security

Wayland Baptist University

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Steven Flowers