Steven Neff

Seeking a career as a technical representative and/or networking troubleshooter in an established Help Desk environment.

Help Desk Analyst / Level 2/3 Support - Squire Patton Boggs - Cleveland, Ohio

(2018-04)

IT Support for attorneys and office professionals. Provides support and knowhow for iManage documentation system including legal process of accessing specific databases. Support for over 40 offices worldwide. Support environment includes Windows 11, Office 364, Android, iPhone and Citrix. Maintaining legal guidelines and ethical walls as provided from the Firm.

• Maintains Active Directory and Shared Folder system
• Network monitoring and reporting
• Acts as liaison for major incidents and outages, keeping all teams and staff updated accordingly

Solutions Center Analyst / Level 2/3 Support - The Lubrizol Corporation/Maverick Staffing - Wickliffe, Ohio

(2015-06 - 2018-06)

Provides support to end users for a Windows environment including support with VMWare, Microsoft Office 365, SAP, SharePoint and multiple other specialty software applications.

• Responsible for re-imaging laptops and desktops which includes the decryption and migration of data
• Manned the Solutions Center front desk for corporate support walk ups
• Acted as on-site support throughout the campus as needed for assistance with projectors and Wifi connections
• Replaced hardware (all components) for laptops and desktops
• iPhone and Android support
• ATT and Verizon account management for company cellular phones. Adjusting plans and troubleshooting technical issues

Help Desk Analyst / Desktop Support - Fairmount Santrol/Beacon Hill - Chardon, Ohio

(2014-09 - 2015-06)

Provided support to end user requests related to desktop configurations, applications and peripherals in local and Citrix environments.

• Coordinated repair of computer equipment and peripherals covered and/or not covered by third-party vendor maintenance agreements
• Assisted System Admins with creation and maintenance of standard operating system image. Obtained limited experience with Group Policy Editor
• Coordinated asset life cycle maintenance by procuring, deploying, maintaining and retiring personal computer hardware, software and peripherals
• Used limited access to SCCM (Microsoft System Center Configuration Manager 2012) to maintain new and old computers on the domain

Help Desk Analyst - Cleveland Clinic/Beacon Hill - Cleveland, Ohio

(2013-11 - 2014-07)

Provided technical support for all Cleveland Clinic staff.

• Created and maintained SharePoint knowledge base articles
• Provided remote assistance / troubleshooting for PC and Mac issues, as well as Epic / MyPractice support
• Provided MyChart support for Cleveland Clinic patients. Assisted in creating, accessing and explaining how to use

Help Desk Specialist/Network Operations Center (NOC) Technician - Trend Consulting Services - Willoughby, Ohio

(2010-10 - 2013-11)

Act as a Help Desk Specialist, providing support for over 30 clients, and approximately 3500 users. Responsible for supporting users with Windows and Mac desktop issues such as: printer problems, MS Office 2010, Outlook (Exchange) errors, setup and configuration, remote desktop connection, Citrix and client specific database programs. Also responsible for managing Active Directory accounts, creating, terminating and modifying users and user groups as requested.

• Monitoring, troubleshooting, and successfully resolving network discrepancies on the Network Operations Center
• Discrepancies and issues monitored include (but not limited to): connectivity failure, memory capacity, disk space, CPU usage
• The NOC acts as a liaison between end users, server engineers, internet service provider representatives, and their respective field technicians to find resolutions

Help Desk Specialist - Kamehameha Schools - Honolulu, Hawaii

(2010-05 - 2010-07)

Contract through TEK Systems. Provided user support for any desktop related issues with Windows XP and MAC OSX.

• Managed Active Directory accounts, and assisted users with Outlook Exchange/Entourage related issues
• Updated Sharepoint site documentation
• Identified application problems, outages, and worked with the users and software engineers to find a resolution
• Provided troubleshooting for PC/MAC wireless and VPN related issues

Technical Help Desk Specialist - Affiliated Computer Services - Dallas, Texas

(2007-10 - 2010-03)

Part of a 5-member team that supported over 2,800 users.

• Performed troubleshooting on hardware, software, and network operations issues
• Addressed general Windows desktop problems and questions
• Assisted users by relaying knowledge of information systems products, including Cisco VPN Client and Active Directory

Technical Support Analyst Tier II - AT&T - Dallas, Texas

(2007-08 - 2007-10)

Contract through Ameritraining, Inc. Provided technical support for inbound callers for help with DSL related issues such as: no connectivity, slow connectivity, initial setup.

• Performed problem-solving with customers' email, along with customers' third party email software, and connectivity issue monitoring

Support Representative - Hawaiian Telecom, Affiliate Services - Honolulu, Hawaii

(2006-03 - 2007-02)

Provided technical support for inbound callers for help with DSL related issues such as: no connectivity, slow connectivity, initial setup. Performed problem solving with customers' email, along with customers' third party email software, general PC and MAC issues, and connectivity issue monitoring.

• Configuration of Juniper routers using ERX interface to change and alter customers' DSL speeds accordingly
• Managed the call center (between 5-20 people at a time) during the absence of a supervisor

Electronic Mechanic/Fiber Optical Technician - Man Tech International Inc. - Honolulu, Hawaii

(2005-07 - 2006-02)

50% travel to various government sites on the east coast.

• Installed fiber optic cables from servers to users
• Tested and maintained the cables, as well as setting up the computers to the network

Cryptologic Technician - US Navy, National Security Agency CSS - Honolulu, Hawaii

(2002-12 - 2005-06)

Cryptologic Technician - Maintenance/Networking (CT) training - US Navy, NTTC Corry Station (2001-06 - 2002-10)