3D printing
Steven Haney
Palm City,FL
Summary
Flexible hard worker ready to learn and contribute to team success. Motivated engineer recognized for strong critical thinking and problem-solving abilities coupled with successful several-year track record in industry. Dedicated to offering innovative solutions to eliminate legacy issues and elevate performance metrics. Diligent creator of innovative workflows and exceptional final products. Talented Engineer with many years of design and development experience. Versed in product design, quality assurance, and manufacturing procedures. Demonstrated success working with marketing and other departments to produce successful products.
Overview
24
24
years of professional experience
Work History
PC Lan Engineer
Express Scripts Inc
Port St. Lucie, FL
09.2024 - 09.2024
- Express Scripts was purchased by Medco, and then by Cigna
Technical Support Advisor
Cigna\Express Scripts
Palm City, FL
08.2008 - 09.2024
- Provided support to customers via telephone, email and online chat.
- Responded to customer inquiries in a timely manner while adhering to service level agreements.
- Tested and verified fixes prior to releasing them into production environments.
- Configured and maintained network equipment such as routers, switches, firewalls.
- Collaborated with other teams on projects when necessary.
- Maintained detailed documentation of all work performed in the ticketing system.
- Developed and maintained strong relations with customers to meet quality expectations.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Identified, researched and resolved technical issues for customers.
- Worked closely with vendors to resolve complex technical issues.
- Demonstrated advanced product knowledge to solve customer issues.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Oversaw daily performance of computer systems.
- Supervised and directed workers engaged in installation of data communication equipment and software.
Senior PC Technician /Owner
Enhanced Computers
Port St. Lucie, FL
10.2005 - 07.2007
- Troubleshot and resolved technical issues related to operating systems, software applications and networking equipment.
- Assessed customer needs to determine best solutions for computer problems.
- Configured user accounts in accordance with company policies and procedures.
- Performed preventive maintenance on computers by running system diagnostics tests.
- Provided remote support to customers using a variety of remote access tools.
- Installed and configured hardware components, such as processors, RAM modules, hard drives, motherboards and video cards.
- Maintained an inventory of all installed software versions across the organization's network.
- Repaired laptops and desktop PCs that had failed due to virus attacks or physical damage.
- Set up local area networks with routers, modems, switches and hubs as required.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Removed malfunctioning components and replaced with new or refurbished parts.
- Kept supplies and tools organized, clean and at optimal levels to achieve service demands.
- Transported and installed machines to new sites.
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Oversaw budgeting and financial management.
- Answered emergency calls for equipment repair with prompt arrival to sites on nights, weekends and holidays.
Senior PC Technician
Light Source Business Systems
Vero Beach, FL
01.2004 - 09.2005
- Installed and configured hardware components, such as processors, RAM modules, hard drives, motherboards and video cards.
- Provided remote support to customers using a variety of remote access tools.
- Resolved printer-related issues by troubleshooting both the printer itself and associated connections.
- Replaced defective components such as circuit boards, power supplies and cooling fans on PCs.
- Repaired laptops and desktop PCs that had failed due to virus attacks or physical damage.
- Set up local area networks with routers, modems, switches and hubs as required.
- Upgraded operating systems on workstations in line with corporate standards.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Kept supplies and tools organized, clean and at optimal levels to achieve service demands.
- Offered repair or service options to help customers make decisions.
- Transported and installed machines to to new sites.
- Replaced defective mechanical and electrical parts with soldering irons following diagrams.
- Analyzed wiring diagrams to gather repair information and procedures.
Senior PC Technician
Construction Data Corporation
Vero Beach, FL
02.2001 - 10.2003
- Installed and configured hardware components, such as processors, RAM modules, hard drives, motherboards and video cards.
- Assessed customer needs to determine best solutions for computer problems.
- Configured user accounts in accordance with company policies and procedures.
- Provided remote support to customers using a variety of remote access tools.
- Performed preventive maintenance on computers by running system diagnostics tests.
- Implemented security measures to protect data from unauthorized access or destruction.
- Monitored network performance to ensure optimal efficiency of computer systems.
- Resolved printer-related issues by troubleshooting both the printer itself and associated connections.
- Replaced defective components such as circuit boards, power supplies and cooling fans on PCs.
- Created backups of critical system files using appropriate backup media.
- Deployed new applications according to established guidelines.
- Developed detailed documentation outlining installation processes for various types of hardware.
- Conducted training sessions for users on how to use newly installed software applications.
- Provided technical assistance over phone or in person when needed.
- Evaluated existing IT infrastructure in order to recommend upgrades or replacements where necessary.
- Repaired laptops and desktop PCs that had failed due to virus attacks or physical damage.
- Upgraded operating systems on workstations in line with corporate standards.
- Set up local area networks with routers, modems, switches and hubs as required.
- Assessed system service needs, diagnosing fixes and lending technical and application support for various configurations and deployments.
- Monitored, tracked and documented service support activity to assist future problem resolution.
- Maintained network and system performance thresholds based on MCSE certification, knowledge of up-to-date hardware concepts and familiarity with governmental regulations.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Acted as single point of contact for customers during technical faults and security-related events.
- Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.
- Removed malfunctioning components and replaced with new or refurbished parts.
- Installed new systems and components according to service orders and manufacturer instructions.
Education
High School Diploma -
Winter Haven Senior High School
Winter Haven, FL06-1994
Skills
- Design development
- Process Improvement
- Project Estimation
- System Troubleshooting
- Root Cause Analysis
- System Design
- Quality Control
- Technical Writing
- Schematic reading
- Technical reporting
- Environmental Compliance
- Design troubleshooting
- Project Management
- Software Development
References
References available upon request.
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Interests
CNC milling
Vinyl Stickers
Programing
PCB repair
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
PC Lan Engineer
Express Scripts Inc
09.2024 - 09.2024
Technical Support Advisor
Cigna\Express Scripts
08.2008 - 09.2024
Senior PC Technician /Owner
Enhanced Computers
10.2005 - 07.2007
Senior PC Technician
Light Source Business Systems
01.2004 - 09.2005
Senior PC Technician
Construction Data Corporation
02.2001 - 10.2003
High School Diploma -
Winter Haven Senior High School
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