STEVEN PICKENS
IT Support
Raleigh,NC
Summary
Information technology specialist with extensive experience in systems administration and remote support. Proficient in managing IT environments, optimizing performance through effective troubleshooting, and facilitating impactful technology upgrades. Adept at aligning technical strategies with business goals to drive enterprise success.
Overview
29
29
years of professional experience
Work History
Part Time Sale associate
Auto Zone
Zebulon, NC
01.2026 - Current
- Processed customer transactions accurately at the point of sale system.
- Assisted customers with product selection and inquiries about automotive parts.
IT Fleet Manager
Ovation Wps Contracted to GSK
Zebulon, US
09.2023 - 01.2025
- Was Responsible for supporting the 168 Systems on the Production Floor
- Rest Passwords for Functional Accounts
- Edited Registry to AutoBoot into Functional accounts
- Edited registry for system to perform a weekly reboot
- Supported Line systems Remotely using RDP, Jumpservers, And VNC Viewer
- Assisted with Planning and Implementation of upgrades and Line expansion
- Also supported Labs that were on segregated networks using Windows XP and Windows 7
- Assisted with upgrades to windows 10
Tech Hub Analyst
Ovation Wps Contracted to GSK
Zebulon, US
12.2020 - 09.2023
- System using Active directory, multiple Web based Apps
- Used SCCM Software installs and reinstalls
- Used SCCM to Build new systems for New Employees
- Gave tech support to Clients for O365 Email and apps
- Also supported SAP, Citrix, Aspen, Statistica, Autocad, and Adobe Filed Incidents and ticket requests to correct groups in Servicenow
Service Desk Analyst
TEKsystems Contracted to UNC Hospital Chapell Hill
Raleigh, US
03.2019 - 10.2020
- Password resets, Account Unlocks using Active directory
- Citrix account Unlocks and resets using Main Frame, MVS, and multiple Web based Apps
- Using SCCM to perform remote tech support repair, and Software uninstalls and reinstalls
- File ticket requests to correct groups
- Reduced service Now ticket back log from over 1500 requests in incident tracking system to under 50.
Technical Support
Cree Wolfspeed Division
Durham, US
01.2018 - 01.2019
- Perform tasks related to the assembly, optical and electrical testing, and characterization of LED component test boards
- Troubleshoot networking issues
- Install and configure hardware and software
- Understand the complete reliability and characterization testing process flow
- Provide support to team members to investigate/resolve testing issues and suggest solutions to prevent future occurrence
Service Desk Analyst
HCL
Cary, US
01.2016 - 01.2018
- System password changes and resets, using Active directory, Main Frame, MVS, and multiple Web based Apps
- Using Skype or SCCM to perform remote tech support repair, uninstalls and reinstalls
- File ticket requests to correct groups
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Managed approximately 30 to 50 incoming calls, emails and faxes per day from customers.
IT Manager for the NC Museum of Natural Sciences
NC Museum of Natural Science
Raleigh, US
01.1998 - 12.2015
- Working as The IT Manager for the NC Museum of Natural Sciences
- Duties included System Administrator on a Novell 4.1, 5.0 and 6.1
- And Windows server 2008
- Supervising and training 2 technicians, setting up user accounts
- Setup of a new network in the new NC Museum of Natural Sciences and the NRC
- Oversaw the setup of The Forestry Museum in Whiteville, NC
- Preventive maintenance of server, Installation and setup of raid arrays
- Setup and Installation of new servers Novell 4.1 through 6.0 and Microsoft server 2003 thru 2012
- Setup Auto loaders and Tape magazines for backups
- Installation Veritas backup exec and administration, monitoring, Troubleshooting and verification of backups in multiple locations
- Added users to active directory 2012
- Setup and administration of Print servers and network printers in multiple locations
- Administration of user accounts in Eads and NCID
- Image desktops and laptops with SCCM
- Desktop Support of 250 Desktops and Laptops and printers at the main site and 2 remote sites
- And tear down and repair desktops and laptops, and servers as needed
- Set up and administration of Email user account starting with Lotus CC Mail
- Migration to Netscape Thunderbird mail system, Migration to Microsoft exchange then to O365
- O365 Administration created E-mail accounts, and aliases
- Set up and administration of Symantec endpoint security Management server
- Implementation of managed anti-virus scans
- CDI It - Preventive maintenance and upgrading of Hardware including Memory, Hard drives, Scanners
- Installations and upgrades of Microsoft Office 97 to 2013, Adobe Photoshop 5, Illustrator 5, to Adobe Creative cloud
Education
GED -
J.W. Sexton
Lansing, MI06-1978
Skills
- Remote desktop support
- Windows administration
- Resource strategies
- Virus removal and protection
- Asset management solutions
- Office 365 proficiency
- Backup management
- Windows 10/11 expertise
- Windows Server administration
- Inventory systems
- Time management
- Systems administration
- Technical troubleshooting
- Active directory
- Software deployment
- Network configuration
- Technical support
- File management
- POS system operation
Affiliations
- First Robotics Mentor, Was A Mentor at Smithfield-Selma High School for the Robotics Club
Timeline
Part Time Sale associate
Auto Zone
01.2026 - Current
IT Fleet Manager
Ovation Wps Contracted to GSK
09.2023 - 01.2025
Tech Hub Analyst
Ovation Wps Contracted to GSK
12.2020 - 09.2023
Service Desk Analyst
TEKsystems Contracted to UNC Hospital Chapell Hill
03.2019 - 10.2020
Technical Support
Cree Wolfspeed Division
01.2018 - 01.2019
Service Desk Analyst
HCL
01.2016 - 01.2018
IT Manager for the NC Museum of Natural Sciences
NC Museum of Natural Science
01.1998 - 12.2015
GED -
J.W. Sexton