Summary
Overview
Work History
Education
Skills
Timeline
Generic

Steven John

Mesa,AZ

Summary

Proficient specialist with expertise in Incident Response, Information Technology, Customer Support, and providing exceptional IT Service Desk support across a range of hardware and software platforms. Driven to analyze and resolve complex IT issues, I approach challenges with persistence and focus on delivering effective solutions.

Overview

5
5
years of professional experience

Work History

Event Response Manager

TaskUs
Phoenix, Arizona
09.2023 - Current
  • Made timely decisions to resolve security and emergency incidents, demonstrating effective oversight of critical issues.
  • Developed and maintained documentation for incident processes, supporting ongoing compliance efforts, and ensuring transparency.
  • Provided solution-oriented support for incident management, ensuring alignment with regulatory requirements while minimizing operational disruptions.
  • Managed day-to-day event response activities, collaborating with internal teams to analyze incident data and contributing to evaluations that enhance overall strategies and performance.
  • Conducted triage and retrospective analysis of events to evaluate performance and improve response strategies.
  • Supported process development and optimization initiatives.

Fleet Response Specialist

TaskUs
Chandler, AZ
09.2021 - 09.2023
  • Analyzed real-time data to identify potential issues within self-driving fleet technology, escalating priority concerns to ensure adherence to standards.
  • Diagnosed and resolved failures for software and hardware of the self-driving fleet.
  • Worked closely with engineering teams to provide feedback on regulatory adherence and best practices, promoting a culture of safety and accountability.
  • Supported the implementation of policies and regulatory requirements, contributing to the development of compliance frameworks within the technology unit.

Service Desk Technician I

OneNeck IT Solutions
Gilbert, AZ
05.2021 - 09.2021
  • Managed incident documentation and resolution in the Cherwell ticketing system, ensuring all actions complied with organizational standards and service level agreements (SLAs).
  • Maintained account management through Active Directory for customer environments.
  • Developed process documentation and reports that facilitated assessments and contributed to overall operational efficiency.
  • Provided customer support and technical assistance via phone and email to end users to resolve requests as needed.

Service Desk Agent

Turner Techtronics Inc
Burbank, CA
11.2020 - 05.2021
  • Resolved IT issues on initial calls with a 75% success rate, employing strong analytical and troubleshooting skills to ensure compliance with operational standards.
  • Routed, tracked, and managed service desk tickets from inception to closure, ensuring all actions were documented and aligned with organizational policies.
  • Analyzed, prioritized, researched, and solved IT problems such as basic support and troubleshooting, password resets, and printer configurations to achieve complete resolution for customers.
  • Collaborated with team members to document solutions and share best practices, fostering a culture of continuous improvement.

I.T. Support Intern

Pelican Products
Torrance, CA
06.2019 - 08.2019
  • Addressed users' concerns via the ticketing system, performed BIOS, firmware, and software updates to end-user computers, installed and configured needed software for user departments, replaced failing hardware and repaired, set up an entire workstation for new or moved employees, diagnosed and identified the nature of a problem by examining symptoms.
  • Designing flowcharts of the company's D2C WECO e-commerce, B2C, and ERP platforms by understanding the BI/BW, ERP, and TrueCommerce systems to have on record and for auditors to review.
  • Increased overall productivity by promptly answering and closing tickets.

Education

Some College (No Degree) - Computer Science Information Technology

Pierce College
Woodland Hills, CA

Skills

  • Microsoft Windows PC 7-10
  • Microsoft Office
  • Service Now
  • Cherwell
  • Bomgar
  • Quip
  • Box
  • Zoom
  • Visio
  • Software Center
  • 66 block digital phone system
  • Ethernet IP phones
  • Hardware & repair
  • Diagnosis
  • Mapping Printers
  • 65WPM
  • Research and Analytical Skills
  • Collaboration

Timeline

Event Response Manager

TaskUs
09.2023 - Current

Fleet Response Specialist

TaskUs
09.2021 - 09.2023

Service Desk Technician I

OneNeck IT Solutions
05.2021 - 09.2021

Service Desk Agent

Turner Techtronics Inc
11.2020 - 05.2021

I.T. Support Intern

Pelican Products
06.2019 - 08.2019

Some College (No Degree) - Computer Science Information Technology

Pierce College

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Steven John