Steven G. Mulkern
Provo,Utah
Summary
Results-driven professional with a strong background in workflow management, specializing in process optimization and operational improvements. Recognized for promoting strong team collaboration and consistently achieving impactful results. Possesses exceptional skills in strategic planning and demonstrates adaptability to changing business needs.
Overview
26
26
years of professional experience
Work History
Work Flow Manager
DellEMC
04.2012 - 11.2024
- Assisted Customers/Field Support Engineers through phone/chat and email with getting proper resources assigned to their Service Request
- Proper prioritization of Service Requests
- Assisted Technical Support Engineers with Escalation and proper routing of Service Requests
- Assisted in writing new policies and procedures for handling of cases
- Assisted Technical Support Engineers with troubleshooting of a wide range of issues
- Established clear expectations and goals for team members, fostering accountability and enhancing performance outcomes.
Technical Support Engineer
EMC
08.2011 - 04.2012
- Assisted customers/Field Support Engineer with troubleshooting SAN systems
- Responded to customer issues via phone and email
- Assisted other Engineers in troubleshooting issues
- Wrote Knowledge base articles for know issues
Technical Support Engineer
NetApp
11.2010 - 08.2011
- Assisted customers with setup of SAN and NAS systems
- Responded to customer issues via phone and email
- Helped in creating new Knowledge Base Articles
- Assisted other Engineers in troubleshooting issues
Technical Support Specialist
Verio
10.2007 - 10.2010
- Increased productivity with quick phone response
- Helped to improved relations with customer
- Recorded information about types of calls taken
- Responded to issues via email
Technical Support Agent Tier 2
Dell
10.2006 - 10.2007
- Increased productivity with quick phone response
- Helped Tier 1 Agents to correct problems with hardware
- Helped to improved relations with client
- Recorded information about types of calls taken
- Coached Agents on Procedure and Policy
Technical Support Agent Tier 1
McAfee
03.2006 - 10.2006
- Increased productivity with quick phone response
- Solved customer complaints about software
- Helped customer to correct problems with software
- Helped to improved relations with client
Cashier
Cinemark 16
03.2002 - 03.2006
- Increased profits with ticket sells
- Solved customer complaints
- Clean and maintain box office
Camp Counselor
Boy Scouts of America
06.1999 - 08.1999
- Supervised younger staff members
- Helped coordinate setup and take down of camp
- Coordinated maintenance of equipment
- Ordered necessary supplies
Technical Supervisor
Modus Media Intl.(Compaq)
09.1998 - 06.1999
- Increased productivity with quick phone response
- Helped Tier 1 Agents to correct problems with hardware
- Helped to improved relations with client
- Recorded information about types of calls taken
- Coached Agents on Procedure and Policy
Education
Bachelor of Science - Computer Science
Stevens-Henager College
Orem, UT10.2008
MBA - Human Resources Management
Utah Valley State College
Orem, UT11.2024
Skills
- Customer service
- Problem-solving
- Teamwork
- Reliability
Multitasking
Professionalism
Time management abilities
Communication Skills
Hardware upgrades
System diagnostics
Computer maintenance
Accomplishments
- 1998, High School Academic Letter
- 1998, Missionary, The Church of Jesus Christ of Latter-Day Saints, California Ventura Mission
- 1998, Deans List with G.P.A. of 3.75
- 2008, Deans List with G.P.A. of 3.00
Customerserviceskills
- Deals with customers in a calm and pleasant manner
- Gives detailed information that the customer can understand
- Able to understand customers problems and to find solution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceHealthcare benefitsPaid time offTimeline
Work Flow Manager
DellEMC
04.2012 - 11.2024
Technical Support Engineer
EMC
08.2011 - 04.2012
Technical Support Engineer
NetApp
11.2010 - 08.2011
Technical Support Specialist
Verio
10.2007 - 10.2010
Technical Support Agent Tier 2
Dell
10.2006 - 10.2007
Technical Support Agent Tier 1
McAfee
03.2006 - 10.2006
Cashier
Cinemark 16
03.2002 - 03.2006
Camp Counselor
Boy Scouts of America
06.1999 - 08.1999
Technical Supervisor
Modus Media Intl.(Compaq)
09.1998 - 06.1999
Bachelor of Science - Computer Science
Stevens-Henager College
MBA - Human Resources Management
Utah Valley State College
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