STEVEN SCHWARTZLE
Boise,ID
Summary
IT Systems Administrator and U.S. Air Force Veteran leveraging an active 5 years of proven experience in systems administration while leading teams in dynamic, fast-paced environments. Possess a comprehensive background in IT Security Protocols, Network Infrastructure, Active Directory Management, and IT Help Desk Management, derived from conducting domestic and global operations. Possess extensive knowledge in Systems Administration, Software / Hardware Troubleshooting, and Information Security Management. Career supported by a B.S. in Cybersecurity and CompTIA Security+ certification.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Telos Group
02.2024 - Current
- Provided technical support to clients via phone, email, and remote access.
- Configured workstations, networks, servers and printers for end users.
- Created user accounts and configured settings in Active Directory.
- Installed software applications as requested by customers.
- Monitored system performance to ensure optimal operations.
- Implemented security measures to protect data from unauthorized access.
- Assisted colleagues with complex IT problems or inquiries.
- Trained new employees on the use of computer systems and programs.
- Performed regular maintenance checks on computer hardware components.
- Resolved network connectivity issues with routers and switches.
- Manged Remedy ticketing system at Tier 1 and 2 level
- 2. Windows 11 and Office 365 support - Managed Windows 11 deployments, troubleshooting, and migrations; administered Office 365 licenses, Exchange mailboxes, and Azure AD configurations across multiple environments.
- Excellent customer service skills - Demonstrated by providing outstanding onsite and remote support to Telos global end-users (2000+ at Proofpoint), consistently resolving issues with clear communication and a customer-first approach.
- Remote user support - Delivered remote assistance via tools like DameWare, ConnectWise, and system-management platforms to troubleshoot software, hardware, VPN, and network issues for distributed teams.
- Attention to detail - Met stringent SLAs and compliance requirements by meticulously documenting and prioritizing tickets, updating SOPs, and verifying resolution steps in ServiceNow, iSupport, Remedy, and Jira.
- Time management - Efficiently handled high ticket volumes (up to 50/day), balanced multi-project responsibilities (e.g., tenant migrations, hardware rollouts), and consistently met deadlines.
- BMC Remedy Experience (incident management system) - used BMC Remedy for incident management at Unisys
IT Systems Client
Washington Air National Guard
11.2020 - Current
- Coached and mentored 12 in IT troubleshooting, software installation, machine operation, SharePoint administration, enterprise maintenance, and customer service skills; efforts created a high-functioning IT team
- Led the IT Career Development Course for the National Guard; oversaw curriculum development/revisions, scheduling, and instruction that mentored technicians in advanced troubleshooting, diagnosis, and repair
- Identified process gaps and developed solutions that streamlined workplace production, knowledge, and efficiency across the network; provided OJT to Help Desk Technicians on IAVA patches and updates
- Improved network operations by recommending and implementing proactive hardware, software, and policy updates; protected data, software, and hardware by implementing optimal security protocols
- Determined future maintenance and repair needs by analyzing equipment performance records; coordinated computer network access as a master control operator
- Corrected hardware, software, and network connectivity issues by diagnosing faults and completing skilled repairs; supported users with training, technical assistance, and network improvements.
- Installed and configured operating systems, software applications, and system management tools.
- Developed backup procedures to ensure data security and integrity.
Desktop Support Technician
Leidos
08.2020 - 08.2022
- Used remote connections to troubleshoot, diagnose, and repair desktop users' technical problems; leveraged extensive experience to repair most issues within 15 minutes
- Resolved 1,500 trouble tickets related to enterprise account creation, software/hardware deficiencies, and network connectivity issues; adept knowledge of network infrastructure resulted in timely ticket resolution
- Provided planning and support for critical network administrations, computer images, software installations, compliance testing, end-user support and training, vendor relations, and project management
- Supported user network performance and usability with skills in installing, configuring, and repairing associated devices; authored/submitted numerous recommendations that were integrated into SOPs
- Performed baseline software load of new and replacement equipment including computers, servers, routers, switches, firewalls, TCP Proxies, and Virtualization Infrastructure to support over 2K users
- Optimized and fine-tuned performance while troubleshooting common and complex system and network malfunctions; skilled in the repair of connectivity and interoperability issues that link network components
- Traced root causes of technical failures with a systematic approach to troubleshooting desktop hardware and software problems; standardized repair procedures by writing and updating team technical documentation.
Systems Administrator (Civilian)
Idaho Air National Guard
12.2013 - 08.2020
- Configured, troubleshot, fine-tuned, and maintained $1.2M worth of communication systems operating between several organizations across the organization on Non-Classified Internet Protocol Router (NIPR) and Secret Internet Protocol Router (SIPR) Networks
- Maintained 100% accountability for LAN/WAN network infrastructure and computer systems valued at $400K; adept in Cisco equipment setup, maintenance, scanning, and updates
- Led hardware/software installations to enhance overall communication capabilities for 400 end-users; provided voice and data communication operability, monitored server performance, and installed patches
- Rooted out problems by benchmarking and routinely testing systems performance; maintained detailed and exhaustive documentation for system processes and procedures
- Met changing system demand by developing and deploying new technical solutions; enhanced equipment and device performance through regular testing and debugging
- Assisted in lifecycle implementation projects to meet critical Cyber Command mandates, resulting in the modernization of over 150 Windows 10 workstations while mitigating the risk of host exploitation
- Installed and managed system peripherals including monitors, scanners, and printers; improved system usability based on user feedback and direct test results.
Education
Bachelor of Science (B.S.) - Cybersecurity
American Military University
01.2017
Candidate, Master of Science (M.S.) - Information Security
American Military University
Skills
- Microsoft Office 365
- SharePoint
- Google Docs
- PowerShell
- PeopleSoft
- CRM
- Active Directory
- Cisco Call Manager
- Linux
- Mac
- Windows Server 2008 Windows XP, 7 & 8
- Java
- HTML
- CSS
- C
- Visual Basic
- LAN
- WAN
- VPN
- Wireless Switches Routers Wi-Fi
- Change Management Imaging OSI Model Active Directory
Certification
CompTIA Security+ Certified, 2018
Technical Competencies
Microsoft Office 365, SharePoint, Google Docs, PowerShell, PeopleSoft, CRM, Active Directory, Cisco Call Manager, Linux, Mac, Windows Server 2008, Windows XP, Windows 7, Windows 8, Java, HTML, CSS, C++, Visual Basic, LAN, WAN, VPN, Wireless, Switches, Routers, Wi-Fi, Change Management, Imaging, OSI Model, Active Directory
Timeline
IT Support Specialist
Telos Group
02.2024 - Current
IT Systems Client
Washington Air National Guard
11.2020 - Current
Desktop Support Technician
Leidos
08.2020 - 08.2022
Systems Administrator (Civilian)
Idaho Air National Guard
12.2013 - 08.2020
Candidate, Master of Science (M.S.) - Information Security
American Military University
Bachelor of Science (B.S.) - Cybersecurity
American Military University
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