Steven Roberts
Field Support Technician
Meridian,ID
Summary
Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency. Trained multiple employees over course of career at Ada County IT.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Field Support Technician
Ada County Information Technology
11.2019 - Current
- As a Field Support Technician, I oversee nearly 390 devices and 325 users
- Completed over 2200 service now incidents and over 450 service now tasks over a 41 month period
- Assumed responsibility of supporting Ada County Court system without notice and many Kudos from user leadership of superb IT Support service
- Assisted hands on with Windows 10 upgrade, Qmatic upgrade and multi-factor authentication projects.
Customer Service Representative
Sykes
11.2015 - 09.2016
- Answered incoming calls
- Resolved customer concerns in timely and accurate manner
- Assisted new team members in learning their role.
Customer Service Representative
WDS Global/Xerox
10.2011 - 08.2012
- Answered incoming calls for Verizon Wireless Services
- Provided technical support.
Skills
- Incident Management
- Employee Motivation
- Goal-Oriented
- Priority management
- Complex Problem-Solving
- Training and mentoring
- On-Site Support
- Service now
- Communication
- Microsoft Windows management
- PC Hardware installation/removal
- Powershell 60/70
- Active Directory Users and Computers
- Microsoft Endpoint Configuration Manager
- Network printer installation/setup
- Microsoft Office 365 admin center
- Group Policy Management & Editor
- DNS
- DHCP
- Basic Cisco systems
- Basic Azure fundamentals
- Basic AWS Fundamentals
- Basic cloud fundamentals
- Chat GPT fundamentals
Certification
- Network+ training, 03/2021, Boise, ID
- Compassionate Geek, 04/2023, Boise, ID
- ITIL v4 Foundations, Boise, ID
Accomplishments
- Built powershell profile for myself and others to use in day to day tasks.
- Trained 5 support technicians whom of which only 1 does not currently still at Ada County Information Technology.
Guild Management
Over the last 14 years I've had a hand in or built from the ground up three organizations of individuals within World of Warcraft. I created environments where we would gather together multiple nights a week to accomplish difficult tasks, while also maintaining a relaxing atmosphere and help each other through self improvement and guided direction from others on how to improve so we can accomplish these difficult tasks in the end. I worked with multiple people individually to analyze their performance and provide feedback and direction on how to improve.
Timeline
Field Support Technician
Ada County Information Technology
11.2019 - Current
Customer Service Representative
Sykes
11.2015 - 09.2016
Customer Service Representative
WDS Global/Xerox
10.2011 - 08.2012
Similar Profiles
Braulio Leon DiazBraulio Leon Diaz
Accountant I at Miami Dade County Information Technology DepartmentAccountant I at Miami Dade County Information Technology Department
Paula AmadorPaula Amador
Administrative Specialist II at Pima County- Information Technology DepartmentAdministrative Specialist II at Pima County- Information Technology Department
David MooreDavid Moore
Business Relationship Manager at Miami-Dade County Information Technology Dept.Business Relationship Manager at Miami-Dade County Information Technology Dept.
Daeson WrhelDaeson Wrhel
Shift Lead Supervisor at Epic Shine Car WashShift Lead Supervisor at Epic Shine Car Wash
Ezra BasingerEzra Basinger
Pizza Specialist at HometownpizzasPizza Specialist at Hometownpizzas