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