Steve Daniel
LILBURN,Georgia
Summary
I am a courteous person that loves dealing with people. I have been the central contact person for all IT/IS issues for almost 20 years. In my time here, I have learned a great deal about all of the software we use and I have even assisted in choosing some software to go along with our main software. We have used JobBOSS software for over 20 years. I have trained extensively on the software in the areas that we use. I have also evaluated the add-on software offered by JB as well as other companies. I have worked with the owners, plant manager, customer service, and shipping departments to fully utilize the system as much as possible. I have helped create procedures that are still in use today to keep within the confines of what the software allows.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Associate
Procoaters, Inc
Stonecrest, Georgia
10.2004 - Current
- Maintained inventory of IT assets including laptops, desktops, monitors, keyboards, mice.
- Created documentation for IT processes and procedures related to installation of software applications.
- Provided training on usage of office applications such as Microsoft Office Suite.
- Deployed updates to existing software packages via patch management tools like SCCM and WSUS.
- Assisted in troubleshooting hardware and software problems with computers, printers, and other IT equipment.
- Maintained detailed documentation of all changes made to the network environment.
- Participated in meetings with vendors to discuss potential solutions for client's IT needs.
- Installed operating systems including Windows 10.
- Tested applications before deployment to ensure compatibility with existing systems.
- Performed regular maintenance tasks such as disk defragmentation and virus scans for end users' computers.
- Used remote login tools to assist clients with technical and product questions.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Served as first point of contact for incoming technical service calls and emails.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Stayed abreast of latest software developments to enhance job knowledge.
- Investigated root cause analysis when responding to escalated issues reported by customers.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Demonstrated advanced product knowledge to solve customer issues.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Developed system documentation, user manuals, FAQs, troubleshooting guides.
- Recommended upgrades or additional features that could enhance user experience.
- Diagnosed system errors and implemented solutions to resolve them.
- Implemented updates, patches, and security fixes as needed.
- Provided on-site support for hardware and network installations.
- Assisted in data backup, recovery, and security measures implementation.
- Installed and configured computer hardware, software, and peripherals.
- Escalated complex issues to senior-level technicians or management.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Oversaw daily performance of computer systems.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Coordinated with vendors for equipment procurement and repairs.
- Performed regular maintenance tasks to optimize system performance.
- Trained end-users in new technology integration and utilization.
Education
High School Diploma -
Riverdale Christian Academy
Riverdale, GA06-1988
Skills
- JobBOSS
- System Analysis
- Microsoft Outlook
- Operating systems
- User Training
- Network Administration
- Software testing
- Software Development
- Software Installation
- Systems Analysis
- User Support
- Technical Support
- Application support
- Performance Testing
- Technical Troubleshooting
- Training abilities
- Issue Troubleshooting
- Microsoft Certified Solutions Associate (MCSA): Network Design
- Windows 10
Affiliations
- I am the step-father in a family of four
- I am active within my church including volunteering there as needed
- I have worked with smaller churches to help them set up an online presence.
Languages
Vietnamese
Limited
Certification
- Completed Multiple JB training classes
- Completed Crystal Reports class
- Completed MX Network Design class
References
References available upon request.
Timeline
IT Associate
Procoaters, Inc
10.2004 - Current
High School Diploma -
Riverdale Christian Academy
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