Stephen Whitman
1408 Strongs Avenue #504 Stevens Point, WI 54481
- (cell) - https://www.linkedin.com/in/steve-whitman/
SKILLS & QUALIFICATIONS
Stephen is a certified IT consultant with proficiency in hardware and software implementations and upgrades. He has good experience with network configurations, troubleshooting and diagnostics, as well as help desk support and end user training. He has also spent a large portion of his career as a part of team in large scale environments working on these technologies. He has experience in working in ServiceNow environments, from testing all the way through managing change environments. He has long-term experience working in a highly regulated environment, specifically SOX, PCI, and HIPAA compliant environments. He has excellent communication and interpersonal skills and is local to WI.
Software/Tools
MS Office, Open Office, Corel, VMware, Cisco, McAfee, Norton, AVG, Trend Micro, MBAM, TCP/IP, FTP, LANDesk, Solar Winds PowerShell, Azure, ServiceNOW SSO
Platforms
Windows 9x/2000/XP/Vista/7/8/8.1/10, Mac OS, Linux, iOS, VMWare, Server 2003/2008/2012
Key Skills
Help Desk, Systems Analysis, Project Management, Technical Writing, End-User documentation, End-User training materials, Active Directory, Server Administration SAN/NAS administration, network security, ServiceNowSSO, Symantec Endpoint Encryption, Active Directory Group Policy SCCM, ITSM PowerShell, Azure
TECHNICAL SKILLS
WORK HISTORY
AIG Travel GuardJune 2017 – March 2018
IT Support/SCCM Administrator
Creating and resolving tickets within AIG’s custom version of Service NOW and providing updates to the client on their existing tickets via email and/or voicemail.
Perform patch management for servers, workstations, and infrastructure devices
Utilized Microsoft System Center Configuration Manager (SCCM) in deploying custom Windows 7 images to all new computers per AIG TravelGuard specifications.
Maintained VMware Hosted Servers and Server 2008/2012 for backups per AIG TravelGuard policy.
Maintained MacOS for select user groups within the organization.
Migrated end users from Office 2010 to Office 365 for over 900 end users.
Troubleshooting issues primarily within the following systems:
Windows 7 & 10
Microsoft Office 2010 and 2013
Active Directory
Azure Cloud Management
VMware for servers
ServiceNOW SSO
Citrix Virtual Desktop
HP Printers
Avaya phone systems
LAN and Wireless networking systems
Training the clients on proper use of each system
Imaging and deploying PCs per Company and department specifications
Ordering equipment for the client as requested
Inventory management
Communicating with the client’s other technical groups to troubleshoot/resolve issues
Whitman PC ClinicOctober 2007 – Present
Owner and Technician
Utilized Microsoft System Center Configuration Manager (SCCM) in deploying custom Windows OS images to all new computers per client specifications.
Maintained VMware Hosted Servers and Server 2008/2012 for backups per client policy.
Maintained Server 2003/2008 Servers for backups and other uses as defined by company policy.
Extensive use and knowledge of Active Directory - Group Policy Administration in daily functions.
Senior Trainer and Service Desk Manager for all 130 clients.
Troubleshot, upgraded, installed and maintained computer networks for business clients ranging in size from 1-500 employees.
Serviced many major industries including government, health care, manufacturing, insurance, agriculture, law and finance.
Performed all manner of PC repair from diagnostics, to virus removal to installation of new hardware and software and set up wireless networks in a variety of operating systems for clients.
Developed strategic long-range planning initiatives with clients related to their technology equipment.
Initiated equipment life cycle protocols with clients to maximize equipment, budgetary, and technology constraints.
Advised customers on the best practices of using newly installed software or peripherals and online security, including wireless
Provided system wine analysis to determine best hardware and software for Operating System and application platforms.
CHI, Des Moines, IAJuly 2015- December 2016
Systems Administrator/SCCM Administrator
Provided onsite training to VIP users, specifically C-level users.
Supported both Mac and PC users.
Performed machine swaps at remote Mercy Medical locations.
Worked actively with end-users to answer their questions after their machines were upgraded from Windows XP to Windows 7.
Worked in SOX and HIPPA compliant environments.
Led changes that increased efficiency in ServiceNow to improve self-service features.
Created reports and dashboards for key performance indicators.
Managed ServiceNow modules such as Service Catalog, Incident/Problem, Change Management, etc.
Prepared and distributed documentation to all users affected by the upgrade that provided answers to the most common questions asked about Windows 7.
Escalated tickets as necessary to ensure minimum downtime for affected end-user.
Troubleshot hardware and software problems.
Installed and configured the peripherals, components and drivers.
Installed software and application to user standards.
Utilized Microsoft System Center Configuration Manager (SCCM) in deploying custom Windows 7 images to all new computers per specifications.
Maintained Server 2003/2008 Servers for backups and other uses as defined by company policy.
Perform patch management for servers, workstations, and infrastructure devices
Extensive use and knowledge of Active Directory - Group Policy Administration in daily functions.
Technical ArchitectMarch 2016- August 2016
Utilized Microsoft System Center Configuration Manager (SCCM) in deploying custom Windows 7 images to all new computers per specifications.
Utilized LANDesk and Solar Winds to identify machine asset tag, Windows License, and Product key information in each department and on the entire site-specific network.
Worked as part of a team that tested and developed Windows 10 Enterprise and Office 2016 images prior to rollout to test group.
Perform patch management for servers, workstations, and infrastructure devices
Utilized SCCM and ITSM to successfully build and deploy the test image to a 100-member pilot group.
Ensured that user groups were added properly in Active Directory Group Policy, successful integration of CHI systems into the beta test image, and successful integration of CHI data/documentation into the beta test image.
Maintained Server 2003/2008 Servers for backups and other uses as defined by company policy.
Extensive use and knowledge of Active Directory - Group Policy Administration in daily functions.
Utilized TrendMicro Endpoint Protection across the network and also managed the tuning and reporting of metrics on the program in reports that were sent to the Security team.
Utilized VMware for servers.
Integrated ServiceNOW SSO into the ticketing system for all end users
Managed pilot group project with Azure Cloud.
AIG, Stevens Point, WI October 2014- July 2015
Floor Walker
Provided onsite training to VIP users, specifically C-level users.
Supported both Mac and PC users.
Utilized LANDesk and Solar Winds to identify machine asset tag, Windows License, and Product key information in each department and on the entire site-specific network.
Led team of contractors on the day shift coordinating between Microsoft Technical Lead, Night Deployment Team and the client to ensure proper scheduling and deployment of end user machines.
Prepared daily schedule of machines to be upgraded and/or replaced.
Worked actively with end-users to answer their questions after their machines were upgraded from Windows XP to Windows 7.
Prepared and distributed documentation to all users affected by the upgrade that provided answers to the most common questions asked about Windows 7.
Escalated tickets as necessary to ensure minimum downtime for affected end-user.
Provided end-user support to 75 at-home sales personnel in phase II of this project.
Served as a liaison between end-user, management and deployment team in coordinating schedules for remote staff.
IT Environment: Windows 7 Enterprise, Office 2010
Footlocker.com/Eastbay, Wausau, WI July 2014 – September 2014
Technical Services Analyst I
Received trouble tickets from users having problems using computer software and/or hardware.
Determined severity of and escalated if necessary.
Consulted with the Technical Services Administrator to identify the next issue to be addressed and worked towards resolution by given target date.
Talked to users to learn procedures followed and source of error. Answered questions.
Determined whether problem was caused by hardware such as modem, printer, cables, or telephone.
Talked with co-workers to research problem and find solution.
Installed computers, software, and peripheral equipment.
Migrated end users from Windows XP to Windows 7 after successfully capturing their data and creating a virtual hard disk and virtual machine.
Upgraded Mac users to the latest mac OS and iOS per department requirements.
Utilized Microsoft System Center Configuration Manager (SCCM) to deploy department specific images per company policy.
Maintained Server 2003/2008 Servers for backups and other uses as defined by company policy.
Perform patch management for servers, workstations, and infrastructure devices
Extensive use and knowledge of Active Directory - Group Policy Administration in daily functions.
Ministry St. Joseph Hospital/Dell, Marshfield, WIFebruary 2014
Consultant
Performed walkthrough of the various departments to assess equipment needs and location, and obtained system identifying information.
Imaged boxes with Windows 7 standardized Ministry image.
Installed all software appropriate to the specific unit.
Deployed the requested number of devices to the department.
Provided end user support following deployment to answer any questions and/or troubleshoot any technical issues that might arise.
Provided documentation per end user/department request on a given program or process.
IT Environment: Windows 7 Enterprise, Office 2003/2007/2010
Aspirus Wausau Hospital, Wausau, WI October 2013
Consultant
Served as the first line of defense for incoming calls supporting the new Epic software rollout across multiple Aspirus locations.
Used the scripts they were given when taking incoming calls from end-users.
Created trouble tickets and other required documentation.
Escalated calls to SMEs within the command center for resolution.
IT Environment: Windows 7 Enterprise, Citrix GenX virtual environment
Unisys June 2013
PC Technician
This was a summer clinic at Stevens Point Area Senior High for their Latitude E5420 and Latitude 6400 and 6410 series install base of 3,190 systems. Stevens Point School District wanted technicians to triage the systems and then service them.
CERTIFICATIONS
A+
Network +
Security +
CCNA
MCTS
EDUCATION
Mid-State Technical College, Stevens Point, WI
Associate Applied Science, IT Network Specialist
University of Wisconsin, Stevens Point, WI
Bachelor of Arts, Psychology and Sociology,