STEVEN SLOCUM
Golden Valley,MN
Overview
4
4
years of professional experience
Work History
Lead Business Systems Consultant III
Wells Fargo
Minneapolis, MN
05.2018 - Current
- Communicate and troubleshoot end user's coding issues via phone and electronic communication averaging 25-30 issues daily.
- Implemented and maintained ITIL/ITSM model within Microsoft Dynamics, Service-Now, and JIRA Service Desk.
- Led team of 8 L1 Business System Consultants with their day to day issues and assist with escalation.
- Created ticketing standards and knowledge documentation standards.
- Monitor API health with Kibana, AppDynamics, and Splunk to proactively investigate issues.
- Troubleshooting server and client side errors utilizing Splunk logs, cURL, Postman, and Command Line.
- Oversee weekend support and lead High Severity issues to resolution.
Lead Service Desk Analyst
Virteva
Minneapolis, MN
01.2016 - 2018
- Provide remote troubleshooting via phone to resolve issues with over 60% FCR.
- Established knowledgebase content and training material for multiple clients to provide accurate troubleshooting steps and improve analyst work flow.
- Created requests, accounts, and receive permission to provision all newly hired Service Desk Analyst's credentials.
- Responsible for the training of over 50 IT Analysts.
- Monitor and Manage client servers via Kaseya and Logic Monitor.
- Provide tier 1 support for over 30 companies.
- Led a team of 4-5 analysts providing coaching to increase adherence to SLA's.
- Implementation technician for multiple clients of ITIL standards and processes.
Education
Full Stack Engineering Certificate - Web Development/MERN Stack
University of Minnesota
Minneapolis MN02.2022
High School Diploma -
West Fargo High School St E
Fargo2011
Skills
- Knowledgeable in Splunk, AppDynamics, Postman, and Kibana
- Well-versed in Microsoft Office 2010, 2013, and Office 365 administration
- Experienced in C#, Python, cURL, js, nodejs, MySql, Reactjs, MongoDb
- Strong Communication skills and Customer Service in person/via phone
- Understanding of ITIL/ITSM model and implementation of it
- Adept in Service-Now, JIRA Service Desk and Microsoft Dynamics
- Process implementation and technical knowledge creation
Timeline
Lead Business Systems Consultant III
Wells Fargo
05.2018 - Current
Lead Service Desk Analyst
Virteva
01.2016 - 2018
Full Stack Engineering Certificate - Web Development/MERN Stack
University of Minnesota
High School Diploma -
West Fargo High School St E
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Troy SchroersTroy Schroers
Property Management at Quality ResidencesProperty Management at Quality Residences