Steven A. Gibson
Philadelphia,PA
Summary
Highly-motivated IT Technician with a desire to take on new challenges with strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills with an unwavering devotion to giving every customer a positive and memorable experience.
Overview
29
29
years of professional experience
Work History
Help Desk Manager
Philadelphia Department Of Human Services
Philadelphia, PA
02.2022 - Current
- Assumed primary responsibility for Help Desk tasks, including managing ticketing systems (ServiceNow and SysAid), password resets, and account enabling in Active Directory.
- Configured, installed, and repaired software and hardware to address technical issues, both onsite and remotely.
- Delivered efficient support by responding to user inquiries regarding a range of technical issues, including MS Office software usage, Network Drive Mapping implementation, VPN setup instructions, and reliable network connections.
- Maintained a comprehensive record of customer support interactions to facilitate future troubleshooting.
- Met customer expectations by ensuring positive user experience through effective management of support and technology functionalities.
- Diligently tracked ticket metrics that identified notable shifts or increases in technical issue tickets, ensuring prompt communication with leadership for timely resolution.
- Participated in the development of updated technical support guidelines for the team.
- Implemented successful communication techniques to foster positive relationships with Administrators, user personnel, and vendors.
STANDARDIZED PATIENT
Educational Commission of Foreign Medical Graduates
Philadelphia, PA
10.2015 - 10.2019
- Evaluated medical students' learned skills in a simulated clinic environment
- Prepares laboratory equipment and instruments accurately for tests, research, process, and quality control
- Recorded and reported test results accurately following established procedures
- Executed various administrative tasks such as data entry and document preparation.
ACCOUNTING ADMINISTRATIVE ASSISTANT
Delaware Investments
Philadelphia, PA
06.2005 - 07.2015
- Compiled multiple financial flow reports
- Efficiently handled multiple calendars for senior management
- Engaged in collaborative efforts across departments to determine specialized report computations
- Implemented an efficient filing system for the department, ensuring proper organization and accuracy
- Facilitated and documented board meetings through minute transcription.
- Ensured accurate and timely dissemination of vital departmental communications
- Streamlined the process of data exporting, organization, and report/chart generation
- Served as a mentor to college interns, providing guidance and oversight in daily operations.
MILITARY PERSONNEL CLERK
United States Navy
04.1996 - 11.2004
- Managed executive-level interactions and ensured efficient internal coordination
- Enhanced communication by organizing meetings for military personnel to address policies, procedures, and performance standards
- Revamped and optimized a tracking system for over 750 military personnel
- Overseen compliance with hosting procedures to ensure satisfaction of high-ranking Flag Officers.
- Streamlined and scheduled accommodations for efficient travel detachments
- Preserved highest level of privacy for confidential personnel details, vital squadron tactics, and stringent operational security
Education
Bachelor of Science - Business Management
University of Phoenix
04-2024
Skills
- Exceptional Customer Service
- Decision Making
- End-user Support and Training
- Conflict Management
- Teamwork and Collaboration
- Incident Management
- Adaptability and Flexibility
- Organizational Skills
References
References available upon request.
Timeline
Help Desk Manager
Philadelphia Department Of Human Services
02.2022 - Current
STANDARDIZED PATIENT
Educational Commission of Foreign Medical Graduates
10.2015 - 10.2019
ACCOUNTING ADMINISTRATIVE ASSISTANT
Delaware Investments
06.2005 - 07.2015
MILITARY PERSONNEL CLERK
United States Navy
04.1996 - 11.2004
Bachelor of Science - Business Management
University of Phoenix
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