Stephen Whitfield

1238 Acanthus Street * Pflugerville, TX 78660 * (512) 297-7396

swc55898@westpost.net
COMPTIA A+ CERTIFIED* COMPTIA NETWORK+ CERTIFIED
EXPERT KNOWLEDGE OF WINDOWS 95, NT, 98, 2000, XP, VISTA, WINDOWS 7 OS, MICROSOFT
OFFICE 2003, 2007, 2010 WITH VISIO AND PROJECT
Goal-oriented and collaborative IT professional with experience applying hardwar
e and software design, installation, administration, and configuration to suppor
t mission critical operations. Proven analytic and problem-solving skills with t
he keen ability to assess needs, define requirements, develop value-added soluti
ons, and execute technical solutions that streamline and improve operating effic
iencies. Adept in communicating with technical and non-technical audiences, foll
owing directions, developing system documentation and creating policies to meet
the needs of dynamic and continuously changing environments. Self motivated fast
learner, individual thinker and team player highly adaptable to new situations
and environments.
PROFESSIONAL PROFILE
*2 full semesters of programming design, development, testing and deployment usi
ng C++ programming with SQL Server Database support.
*2 full semesters of production control as well as job flows and batch processin
g.
*Experienced in identifying key success factors, timing of procurement deliverab
les, and establishing common work breakdown structures.
*Experienced in leading day-to-day activities of multiple departmental and funct
ional activities.
*Provides leadership to cause the creation of organizational structure and proce
sses required to fully implement the requirements of services and responsible fo
r the execution of activities, quality assurance, and subcontractor performance.
*Demonstrated ability to perform multiple concurrent responsibilities in fast-pa
ced settings; strong attention to detail and emphasis on accuracy.
*Experienced in evaluating work process methodology and execution for compliance
to contract, schedule, cost budgets, and quality, advising the project team of
status, issues, impacts, risk, and cost influence factors on "to go" scope.
*Dynamic communication, presentation, and relationship management skills; superi
or time management and organizational abilities.
*Experienced in establishing production standards, monitoring compliance, and re
commending operational improvements.
*Exhibit ownership of operational schedule by developing short and long term loo
k-ahead schedules in alignment with the execution plan.
*Experienced and successful in running multiple projects at various stages simul
taneously.
*Knowledge of database management concepts
*Knowledge of Microsoft Office Suite 2003, 2007, 2020 as well as Visio and Proje
ct
*Creation of end user documentation and Providing end user training.
*Key strengths include:
*Strategic Planning-contributes to the overall success of projects by seeing the
bigger picture and knowing how to break deliverables down into manageable tasks
.
*Project Management-skilled in setting priorities, establishing timelines, and f
inding solutions to issues before becoming problematic.
*Strong Communication Skills-combines an approachable management style and in-de
pth knowledge of methodologies that instils confidence in others to get the job
done on schedule and on budget.
*Effective Team Leadership-employs patience and perseverance, adapting to cultur
al differences and maximizing team contributions.
CORE COMPETENCIES
*Continuous Process Improvement
*Customer Relation Management
*Implementation and use of Active Directory Structure and Services
*Interdepartmental Coordination
*Investigative and Analytical Skills
*Operation and Procedure Analysis
*Organizational and Strategic Planning
*Outstanding Customer Service Skills
*Process Development and Implementation
*Superior Time Management Skills
*Symantec Ghost Imaging
*Virus Protection/Prevention/Elimination
*VPN Troubleshooting
________________________________________
PROFESSIONAL EXPERIENCE
Accenture|TMHP - Austin, TX May 2006 - Present
Deskside Analyst
Duties include, but are not limited to the following:
*Provides technical computer assistance to users in person and by phone diagnosi
ng and resolving problems.
*Recreates user problems to resolve operating difficulties.
*Equipment repair as well as knowledge of Microsoft office to assist and train t
he user community.
*Identifies, investigates and researches user questions and problems as well as
recognizing, researching, isolating and resolving information systems problems.
*Utilize standard asset management systems to maintain hardware and software inv
entories including the creation of policies and procedures that translate to the
entire user community.
*Actively contribute toward development and execution of initiatives that promot
e efficiency, organizational effectiveness and job satisfaction.
*Use of BOMGAR remote assistance tool.
MMC | TMHP - Austin, TX Feb. 2005 - May 2006
Deskside Analyst
Duties included, but were not limited to the following:
*Provides technical computer assistance to users in person and by phone diagnosi
ng and resolving problems.
*Recreates user problems to resolve operating difficulties.
*Equipment repair as well as knowledge of Microsoft office to assist and train t
he user community.
*Identifies, investigates and researches user questions and problems as well as
recognizing, researching, isolating and resolving information systems problems.
*Utilize standard asset management systems to maintain hardware and software inv
entories including the creation of policies and procedures that translate to the
entire user community.
*Actively contribute toward development and execution of initiatives that promot
e efficiency, organizational effectiveness and job satisfaction.
*Use of BOMGAR remote assistance tool.
Unisys - Austin, TX Oct. 2003 - Jan. 2005
Services Support Representative II
Duties included, but were not limited to the following:
*Responsible for providing the first-line of post-sales telephone technical supp
ort of hardware, systems, sub-systems and/or applications for customers and/or e
mployees.
*Answered basic questions about installation, operation, configuration, customiz
ation, and usage of assigned products. This often required translating technica
l computer jargon into layman's terminology.
*Applied basic diagnostic techniques to identify problems, investigate causes an
d recommend solutions to correct common failures.
*Escalated complex problems to the Remote Support Engineering staff or Field Eng
ineering.
*Typically provided technical support for internal and external customers.
*Escalated complex problems to higher level of expertise within organization.
________________________________________
4 years Experience in Proper Installation & Configuration, Systematic Troublesho
oting & Maintenance of Desktops, Laptops, & Network Server Hardware/Software (SC
SI, RAID mirroring, stripping, parity).
________________________________________
Sitel Corporation - Austin, TX Apr. 2002 - Oct. 2003
Customer Relationship Manager
Duties included, but were not limited to the following:
*Received inbound calls from General Motors customers utilizing problem solving
skills for service issues and complaints.
*Liaison between customers and dealerships especially regarding motor vehicle re
pairs.
*Developed and maintained trouble ticket system to provide timely resolutions to
disputes.
Netsolve, Inc. - Austin, TX Sep. 2001 - Apr. 2002
Technical Coordinator (Full-time Contractor)
Duties included, but were not limited to the following:
*Monitored networks for various corporations utilizing internal ticketing system
to ensure notification, restoration and follow up.
*Maintained notification system of outages within 10 minutes.
*Coordinated communication network between technicians, engineers, and telecom c
ompanies to resolve outages.
*Initiated flexible support system for the testing of network outages. Opened tr
ouble tickets with companies such as AT&T, SBC, Verizon, etc. assisting technici
ans with their workloads.
EDUCATION
Virginia College at Austin - Austin, TX Jan. 2002 - Apr. 2004
Associate of Applied Science
Microsoft Network Engineering