Steven M. Keon
Albion,USA
Summary
Professional with strong background in systems support, adept at diagnosing and resolving technical issues efficiently. Skilled in hardware and software troubleshooting, network management, and customer service. Known for fostering collaboration and adapting to evolving needs, ensuring seamless operations and high-quality results.
Overview
25
25
years of professional experience
1
1
Certification
Work History
SYSTEM SUPPORT TECHNICIAN
Spectra Logic
11.2021 - Current
- Responsible for day-to-day Tier 1 Service Delivery support in addition to remote and on-site troubleshooting and resolution of a select group of Spectra Logic enterprise customers.
- Conducted thorough assessments of system performance issues, identifying root causes and implementing corrective actions as needed. Including hardware and application upgrades and additions.
TECHNICAL SUPPORT ANALYST
Proofpoint, Inc.
06.2019 - 11.2021
- Troubleshoot and resolve email archiving issues. Application server setup, database management, data analysis, operating system configuration, system configuration, performance tuning, installation, migration, and upgrades.
- Develop and maintain knowledge base technical documentation and Metrics reporting.
PLATFORM SUPPORT ENGINEER
M&T Bank
05.2018 - 05.2019
- Conceive designs, implements platforms and sites to support business systems software.
- Plan, organize and coordinate complex projects or phases of large projects by estimating work effort and resources.
- Via TXMQ, Inc.
LEAD APPLICATION ENGINEER
Unlimited Technology
11.2016 - 04.2018
- Provide the following support for AVANGRID:
- Design and implement Document Repository for Application Engineering documents on SharePoint software.
- Provide Access Control and Video support on AMAG Symmetry Security Management System.
SENIOR TECHNICAL SUPPORT SPECIALIST
Lenel
01.2013 - 11.2016
- 2nd Level and Engineering Engagement Support for:
- Documentation steward on MOXIE software.
- Lenel OnGuard Access Control application and 3rd party applications that interface with OnGuard.
- Creating and facilitating Engineering Engagements for existing applications.
IS/IT BUSINESS ANALYST
Eastman Kodak Company
01.2000 - 01.2012
- Functioned as Document Control Steward on documentation software maintaining 128 documentation databases.
- Performed Metrics custodian duties including developing and maintaining Metrics collection and reporting tools.
Education
Bachelor of Science - Music Theory
Nazareth College
Rochester, NYAssociates in Applied Science - Mechanical Technology and Music Theory
Monroe Community College
Rochester, NYSkills
- Documentation Administration
- Extensive experience using documentation applications including Sys9000, MOXIE, SharePoint and MS Word
- Created document revision, distribution, obsolescence, and retention activities
- Maintained files on a manual document control system, in electronic and hard copy
- Retrieved and stored historical information at retention archives as requested
- Generated, reviewed and managed logbooks to ensure accuracy and compliance with regulations and procedures
- Performed audits of site controlled documents
- Application Administration
- Access Control Security System Administration
- OnGuard Access Control
- AMAG Symmetry Security Management System
- Milestone XProtect Video Management
- Email and Collaborative Conferencing Administration
- Lotus Notes Mail and Database Applications
- Proofpoint Email Archiving
- Application Implementation, Upgrades, End User Testing and QA Testing
- 1st and 2nd Level End User Technical Support
- Help Desk Quality Assurance Lead
- Facilitating Engineering Engagements
- Metrics Generation and Analysis
- Hardware installation
- Application support
- Desktop support
- Help desk experience
- System maintenance
- Incident management
- Software configuration
- Server management
- Data backup management
- Security protocols implementation
- Remote support
- System upgrades
- Project management
- Hardware diagnostics
- Vendor coordination
- Asset management
- Patch management
- User training
Certification
- Proofpoint Enterprise Archive Administration - Level One
- Proofpoint Enterprise Archive eDiscovery - Level 1
- Lenel OnGuard 7.4 Master Certified Technician
- AMAG Symmetry Security Management System 8.1 Certified
- SAVVI Agent VI Installer Certified
- Milestone Video MCIT Certified
- US Department Of Homeland Security CVI Certified
- Microsoft SharePoint 10 Power User Certified
Accomplishments
- Led teams that created, developed & implemented documentation process & documentation tools in to comply with Federal regulations (ISO9000, NERC, CIP, SOX) and International regulations (Safe Harbor).
- Led technical team that created, developed & implemented standard signature tool that is used by Kodak employees worldwide.
- Led initiative to identify and support email users on Mac platforms. Resulted in creating standardized, documented processes to support 5000+ Mac users
Awards
Academic Scholarship from Nazareth College, Rochester, NY, 2005 “Muddy Award” Winner from the Blues Society Of Western NY
Affiliations
- Member Lotus Notes User Group
- Member ASUG (American SAP Users Group)
- Member American Society of Composers, Authors and Publishers (ASCAP)
- Honorary Member (Lifetime) of the Blues Society Of Western NY
Training
- Proofpoint Enterprise Archive Administration - Level One
- Proofpoint Enterprise Archive eDiscovery - Level 1
- AMAG Symmetry Essentials
- Milestone Video Management
- Savvi Agent VI
- Lenel OnGuard
- CR1000: Access Control Hardware
- CR2000: Access Control Essentials
- CR3000: Advanced Access Control
- CR4000: Digital Video
- CR5000: Extended Products
- CR7000: Enterprise Edition
- Mercury Interactive Software
- Experience and coursework in stress and regression testing software including WinRunner, Load Runner and Quicktest
- UNIX
- Experience and coursework including C, Bourne, Korn and Perl shell scripting, Intermediate UNIX and Programming Fundamentals
- Microsoft Coursework
- Microsoft SharePoint 2016 Power End User Training
- 10135 - Configuring, Managing and Troubleshooting Microsoft Exchange Server 2010
- 10325 - Automating Administration with Windows PowerShell 2
- MS Access
- Experience and coursework in MS Access DB development
Timeline
SYSTEM SUPPORT TECHNICIAN
Spectra Logic
11.2021 - Current
TECHNICAL SUPPORT ANALYST
Proofpoint, Inc.
06.2019 - 11.2021
PLATFORM SUPPORT ENGINEER
M&T Bank
05.2018 - 05.2019
LEAD APPLICATION ENGINEER
Unlimited Technology
11.2016 - 04.2018
SENIOR TECHNICAL SUPPORT SPECIALIST
Lenel
01.2013 - 11.2016
IS/IT BUSINESS ANALYST
Eastman Kodak Company
01.2000 - 01.2012
Bachelor of Science - Music Theory
Nazareth College
Associates in Applied Science - Mechanical Technology and Music Theory
Monroe Community College
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