Steven L Milby
Columbia
Summary
Experienced with diagnosing and resolving technical issues quickly and efficiently. Delivers exceptional support in both hardware and software troubleshooting, ensuring minimal downtime. Knowledge of effective communication and problem-solving techniques to improve user satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Desktop Support Technician II
Empower.ai
04.2021 - Current
- Duties: Worked GSA IT call center in support of over 15,000 Customers. Served as primary contact for all GSA end users for all IT support related issues including but not limited to Adobe pro , Microsoft suite, zoom, Webex, jabber. Trouble shoot Windows 10 and 11 PC’s and Mac devices. Used MaaS360 and ATT Premier to help diagnose and resolve all IOS and Android Mobile device issues. Used NETIQ Active Directory to verify Customers account statuses, unlock accounts, disable accounts, and add phone numbers if needed. Performed Password resets. Used Bigfix and Bomgar tools for desktop sharing to assist customers in resolving all customer issues. Worked to troubleshoot all Zscaler VPN issues. Troubleshoot all issues with Google Gmail, Drive, groups, and Google Docs. Worked to support the GSA in the RIF and DRP process as DOGE cut the government workforce. Worked with the ServiceNow Ticketing systems to resolve tickets within SLA and track all customer issues for future reference. Used knowledge base to assist in resolving customer issues.
- Supervisor: Mark Seliskar
- Salary: 28.56 per hour
- Hours Per Week: 40
IT analyst
SAIC
11.2016 - 04.2021
- Duties: Worked GSA IT call center in support of over 15,000 Customers. Served as primary contact for all GSA end users for all IT support related issues including but not limited to Adobe pro , Microsoft suite, zoom, Webex, jabber. Trouble shoot Windows 10 and 11 PC’s and Mac devices. Used MaaS360 and ATT Premier to help diagnose and resolve all IOS and Android Mobile device issues. Used NETIQ Active Directory to verify Customers account statuses, unlock accounts, disable accounts, and add phone numbers if needed. Performed Password resets. Used Bigfix and Bomgar tools for desktop sharing to assist customers in resolving all customer issues. Worked to troubleshoot all Zscaler VPN issues. Troubleshoot all issues with Google Gmail, Drive, groups, and Google Docs. Worked to support the GSA in the RIF and DRP process as DOGE cut the government workforce. Worked with the ServiceNow Ticketing systems to resolve tickets within SLA and track all customer issues for future reference. Used knowledge base to assist in resolving customer issues.
- Supervisor: Steve Stidham
- Salary: $20.75 Per Hour
- Hours Per Week: 40
Picker
Amazon
09.2015 - 01.2016
- Duties: Picked products to be shipped to customer. Inspected all products picked where in good condition and ready to be shipped.
- Salary: $12.00 Per Hour
- Hours Per Week: 40
IT Analyst
HRC IT Service Desk (PERSINSD)
08.2014 - 09.2015
- Duties: Worked Human Resource Command IT call center in support of over 15,000 Customers. Troubleshoot hardware and software issues. Troubleshoot all systems that HRC, USAREC, and USACC provided. Performed tier I and tier II troubleshooting for all systems. Used Active Directory to verify Customers account statuses. Performed Password resets. Used several tools for desktop sharing to assist customers in resolving all customer issues. Worked with the REMEDY 8.1 Ticketing systems to resolve tickets and track all customer issues for future reference. Used knowledge base to assist in resolving customer issues.
- Supervisor: Josh Alfree - 502-751-0688
- Salary: $15.50 per hour
- Hours per week: 40
Dish Technician
Updish Services
03.2014 - 07.2014
- Duties: Installed Dish Network Satellite Dish equipment, cables, and receivers. Performed trouble calls to repair equipment. Set up accounts for dish customers. Installed and configured Satellite Internet equipment. Wired and configured all dish equipment with cable installation. Signed for and maintained accountability of over $10,000.00 of equipment. Performed face to face customer service interaction with 100% customer satisfaction.
- Supervisor: John Kimmell - 423-212-2035
- Salary: $10.00 per hour
- Hours per week: 40
CND Integrator
United States Army
12.2012 - 02.2014
- Duties - Performed Desktop and System Administrator Support for a Brigade size element. Submitted image and account creation requests. Imaged computers with army Gold standard image. Performed Hardware and Software troubleshooting on all machines assigned to the Brigade. Supervised four soldiers and the operation of the Brigade Automations Help Desk. Maintained Active Directory on Classified Centrix Network.
- Supervisor: SFC Jason Ferguson - 502-436-8448
- Salary $42,000 per year
- Hours Per Week: 40
Network NCOIC
United States Army
02.2011 - 12.2012
- Duties: Maintained a wide area classified network. Configured switches and routers within the network. Created accounts through active directory for BLCE Network. Performed bandwidth testing to ensure network is running properly. Ran weekly Backups on all servers. Installed UPS devices in the Network. Maintained accountability of over 1 million dollars worth of equipment with zero loss. Built Computer cases and replaced parts within computer cases.
- Supervisor: Rich Rodgers - 573-563-4084
- Salary $42,000 Per Year
- Hours Per Week: 40
Communications Chief
United States Army
07.2009 - 02.2011
- Duties: Writing Standard Operating Procedures for Service Desk and other Communications that were used. Created Accounts for Unclassified and Classified Networks using Active Directory. Setup Exchange accounts using Microsoft exchange admin tools. Monitored entire Network for outages. Used sharing programs to remote into customers computers to assist in resolving issues. Supervised four employees with daily statuses and job requirements.
- Supervisor: SFC Fletcher West 832-545-1053
- Salary $42,000 Per Year
- Hours Per Week: 40
Education
High school -
Russell County High School
05-1997
Reclassification AIT MOS 25B - Information Technology
US Army Signal School
Fort Gordon, Ga08.2009
Basic Training MOS 11B -
US Army Infantry School
Fort Benning, GA10.1997
Skills
- Printer and peripheral support
- Technical support expertise
- Active Directory management
- Ticketing system proficiency
- Remote support
- Data backup and recovery
- Training and mentoring
- Help desk experience
- Software installation
- IT security best practices
- Network connectivity
- Hardware troubleshooting
- Device configuration
- Application support
- Incident management
- System configuration
- Asset management
- Mobile device support
- Mac systems
- Teamwork and collaboration
- Advanced troubleshooting
- Customer service
- Friendly and patient
Certification
ITIL V4
Timeline
Desktop Support Technician II
Empower.ai
04.2021 - Current
IT analyst
SAIC
11.2016 - 04.2021
Picker
Amazon
09.2015 - 01.2016
IT Analyst
HRC IT Service Desk (PERSINSD)
08.2014 - 09.2015
Dish Technician
Updish Services
03.2014 - 07.2014
CND Integrator
United States Army
12.2012 - 02.2014
Network NCOIC
United States Army
02.2011 - 12.2012
Communications Chief
United States Army
07.2009 - 02.2011
High school -
Russell County High School
Reclassification AIT MOS 25B - Information Technology
US Army Signal School
Basic Training MOS 11B -
US Army Infantry School