Help Desk /Technical Support

Help Desk Ceritifcation

STEVEN W. SOUTHWELL
11612 Timber Heights Drive
Austin, TEXAS 78754
(832)605-3006 CELL
stevesou@gmail.com

OBJECTIVE:

TO OBTAIN EMPLOYMENT WITH A SUCCESSFUL AND STABLE COMPANY WHERE MY EXPERIENCE AND BACKGROUND WILL BENEFIT OUR CLIENTS, MY EMPLOYER AND MYSELF.

WORK HISTORY

March 2008 – April 2009
PC Doctors-Business Class Services
Duties and Responsibilities:
Provide Network Administration and Helpdesk support to a hospital in west Austin. While there I performed network administration, technical support and break-fix on a variety of workstation and servers and supported complex medical software along with Windows desktops, AD admin and basic server operating systems administration. I also performed network printer support and installations and coordinated warranty repairs with the various hardware vendors. At times I would perform remote troubleshooting and onsite support for other clients when needed.
Accomplishments:
After assuming a network administrator and helpdesk position at the hospital I played a direct part in decreasing the call load and strengthening client relations and confidence.
Our client satisfaction and client retention levels have greatly improved.
Certificates - Help Desk Certification obtained

Experienced in supporting/installing/maintaining:
MS Windows all versions, MS Office all versions, basic server and exchange administration, routers, wireless, desktops, laptops, PDAs, printers, virus and spyware removal, remote troubleshooting, services and training and helpdesk support

May 2006 – March 2008
Solerant (Houston)
Duties and Responsibilities:
Network and Desktop support for a multitude of clients around the greater Houston area. This involves troubleshooting of systems and infrastructural equipment and installations of same. I was assigned to one of our largest clients, Lakewood Church, where I managed the Helpdesk and provided Network and peripheral support to several hundred users.
Accomplishments:
I have become proficient in a variety of IT areas including AD, Desktop hardware and software installation, repair and support, Office/Outlook/Exchange support & customizing, Network switches and patch panels, DSL & Cable WAN setup, Wireless Router setup/support, Network printers and printer repairs, WAP’s and customer/user relationship building.

April 1, 2005 – April 30, 2006
Aporia Solutions Inc. (Houston)
Duties and Responsibilities:
Solicitation of IT services and general network support, including data storage architecture and installation, software support, server maintenance, backup and disaster recovery solutions. This includes support on workstations, servers, laptops, printers as required including intermediate support for Exchange, Active Directory, Symantec anti-virus and other similar software programs used by our customers.
Accomplishments:
New accounts established and revenue generated in both the consulting and services side of the business. Responsible primarily for growing the IT infrastructure business of Aporia Solutions.

April 1997 - December 2004
Corporate Sales / R.A.R.E Systems Inc. (Houston)
Duties and Responsibilities:
To interface with new and existing clients to solicit sales in mass storage, RAID, SAN, NAS and TAPE solutions for Unix and Windows based systems. This often includes installation, network configuration and ongoing support after the sale.
Accomplishments:
I have brought new accounts to the company and rejuvenated inactive ones thereby increasing company revenues and providing myself with an active customer base in which to solicit sales and service opportunities.

March 1996-April 1997(Houston)
Director of Services Solutions & Operations / Laptop Solutions Inc.
Duties and Responsibilities:
As Director of Operations my duties included direction and management of the service center, customer service department, parts inventory and purchasing and the shipping/receiving department. As Director of Services Solutions my duties included solicitation of new accounts and the handling of the same, development of service marketing programs, developing relationships with OEM’s, vendor relations, the technical and troubleshooting training of technicians and advisory input into areas of business development.
Accomplishments:
From June 1996 through December 1996 the company experienced substantially improved relations with vendor and customer clientele due to a restructuring of the Operations Department and the creation of the Customer Service Department. In January 1997 a service/sales program to acquire new business was started and the results produced new business from thirty two companies. During this time technician productivity doubled as well.

October 1994 - March 1996
Vice President and Marketing Director for PC2000 Sales and Service (Houston)
Duties and Responsibilities
Directly and indirectly responsible for total company output in sales and service marketing with emphasis on service marketing and support. This involved interfacing with customers directly concerning service and sales issues as well as the ongoing training of our sales representatives and technicians. I also had responsibility for the service department and twelve outside technicians and directly participated in solving the more difficult hardware and software issues.
Accomplishments:
From October 1994 to June 1996 the company’s gross revenue increased 500-600%. The company also gained corporate recognition and competitor respect as a quality service provider and sales organization.

December 1991 - October 1994
Owner - South Texas Computer Service (Houston)
Duties and Responsibilities:
Directly responsible for computer service and sales to a variety of corporate clientele including two Fortune 50 companies. Duties consisted of performing service calls on computer systems and computer hardware sales.
Accomplishments:
Achieved a solid understanding of the computer business and the importance of customer and vendor relations in an increasingly competitive industry.