Stephen Pennant
Atlanta,GA
Summary
Self-driven professional who identifies any system problem, anticipates potential issues, and repairs software systems when necessary. Extremely system-oriented and other responsibilities may include setting up new users in Office 365 and providing end-user support. Excellent oral and writing skills with a deep understanding of software support processes.
Overview
8
8
years of professional experience
Work History
Desktop Support Engineer
Colonial Pipeline Company
05.2023 - Current
- Configured workstations for new and existing employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate.
- First point of contact for all internal end-user needs.
- Walked individuals through basic and complex troubleshooting tasks.
- Documented troubleshooting steps for future reference.
- Utilized ServiceNow to monitor queued tickets
- Administered two factor authentication via Okta.
IT Engineer
Oak Dental Partners
02.2023 - 05.2023
- Provided technical support in both on-site and telephone consultations.
- Performed scheduled service work, installations, testing and repairs.
- Diagnosed technical issues and escalated when necessary.
- Proficiently utilized remote software tools to troubleshoot and resolve technical issues.
- Provided secondary training to personnel struggling with technological tools and systems.
- Created new users in Active Directory and Office 365.
- Provided VPN access to external contractor.
SYSTEM ADMINISTRATOR
DORNIER MED TECH
07.2021 - 12.2022
- Experience leading Windows Server upgrades
- Proficient in deploying and managing end user workstations.
- Utilized service now to manage cases.
- Maintained detailed documentation for system processes and procedures
- Proficient in manually upgrading server's HDD storage.
- Utilized Automox to deploy and monitor automated software updates and security patches.
- Utilizes Vonage Enterprise System to configure company mobile phone and desktop devices
- Experience accessing Windows Server Active Directory and creating group policies.
- Implemented and maintained virtualization environments to test settings and new software.
- Offered internal technical support to end users at all levels within the company
- Install and updated company software and hardware as needed.
- Experience editing and inserting HTML text to satisfy functional needs.
TECHNICAL SOFTWARE SUPPORT ENGINEER, SYSTEM ADMINISTRATOR
ENVISIONWARE, PENNANT
11.2018 - 07.2021
- Complete detailed reports listing requests for technical assistance steps taken to resolve them, and the specific dates/individuals involved
- Act as the initial point of contact for all computer and system-related concerns from clients or other employees.
- Assist management in creating training materials pertaining to computer troubleshooting and usage
- Attend in-person meetings with clients to analyze, troubleshoot and
- Conducted in-depth troubleshooting and diagnosis of hardware issues, utilizing a variety of tools and techniques to identify and resolve problems in a timely and effective manner, while maintaining a high level of customer satisfaction
- Extensive experience utilizing VMware to access Windows Server to implement changed to users, and group policies
- Extensive HTML editing during troubleshooting the company's software product.
DATA CENTER TECHNICIAN
SONIC STREAMS TECHNICAL SOLUTIONS
01.2016 - 10.2016
- I have expertly designed intricate rack setups for routers and switches in a data center setting, guaranteeing performance and maximizing the use of space, and facilitating maintenance through the application of efficient cable management and meticulous labeling methods.
- I have successfully set up and thoroughly tested the networks and cable connections.
Education
Associates of Applied Science - Computer Information Systems
Gwinnett Technical College
Lawrenceville, GAAssociates of Arts - Psychology
Georgia Southern University
Statesboro, GASkills
- Managing Server Back Ups
- HTML
- Ticket System
- SharePoint
- Network Administration
- Server migration
- VOIP
- LAN/WAN
- ERP Systems
- Office 365
- Azure
- SQL
- Software Support
Timeline
Desktop Support Engineer
Colonial Pipeline Company
05.2023 - Current
IT Engineer
Oak Dental Partners
02.2023 - 05.2023
SYSTEM ADMINISTRATOR
DORNIER MED TECH
07.2021 - 12.2022
TECHNICAL SOFTWARE SUPPORT ENGINEER, SYSTEM ADMINISTRATOR
ENVISIONWARE, PENNANT
11.2018 - 07.2021
DATA CENTER TECHNICIAN
SONIC STREAMS TECHNICAL SOLUTIONS
01.2016 - 10.2016
Associates of Applied Science - Computer Information Systems
Gwinnett Technical College
Associates of Arts - Psychology
Georgia Southern University
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