Ross Steck

  • Dallas TX
Ross Steck

Summary

Find employment with a company where my skills and experience will be an asset to the business while furthering my knowledge and abilities in the process. Looking for a position that can push my limits and make me a better person.

Work History

Work History
Mar 2016 - Present

IT Help Desk/ System Administration

American Addiction Centers
  • Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
  • Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
  • Determines the most effective manner to resolve customer's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
  • Records required customer and problem information in CIT’s Work Order System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
  • Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
  • Works on HelpDesk related projects as assigned by supervisor.

Feb 2015 - Mar 2016

Customer Support Specialist

Active Network
  • Manage a portfolio of clients
  • Build strong and positive relationships with clients at various levels. 
  • Build and document knowledge about the clients business and technical setup.
  • Project manage and document all technical projects carried out with clients.
  • Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.
  • Educate clients and explain features and functionality of software applications.
  • Use outstanding customer service to troubleshoot and resolve issues in a timely manner.
  • Provide telephone, email, live chat, and remote support to clients.
  • Improve system performance by identifying issues and recommending changes.
  • Continue product expertise by updating job knowledge, education training, and maintaining personal networks.
  • Take on additional responsibilities and projects as needed.
  • Used Salesforce, JIRA, ServiceNow, AMS, APEX, Oracle systems.
Jun 2011 - Oct 2014

Support Technician

PSIGEN Software, Inc.
  • Provided business-clients with efficient support – responded to phone calls and emails in a timely manner.
  • Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages.
  • Worked closely and effectively with resellers to ensure a sound knowledge of our software.
  • Instructed and trained end-users regarding computer literacy and software configuration.
  • Worked with Salesforce and JIRA to resolve cases and create troubleshooting tickets.
Jan 2011 - May 2011

X-Ray Hardware technician

Dental Planet
  • Volunteered to wire and suit computers at the newly built offices.
  • Experience with soldering and repairing CPU boards and other x-ray hardware.
  • Installed x-ray units and software around the nation in dental offices.
  • Trained the doctor and aides with use as well as the software needed to run the x-ray units.
  • “Tied-in” software with practice management software to fully integrate x-ray units.
  • Troubleshoot X-Ray hardware and software over the phone to resolve basic issues and questions.
  • Currently working with senior staff to better the communication between the company and our clients.
Oct 2007 - Jul 2010

Double Agent

Best Buy
  • Repairing and maintaining personal computers, printers, fax machines and other electronics.
  • Networking computers and setting up infrastructure and communication between the equipment.
  • Virus removal.
  • Trained Managers and Employees in the policies and procedures of computer sales, services and installs.
  • Assisted Store managers running events as needed such as training on Windows 7. Set up training displays using various equipment to show capabilities of the products.
  • Software and Operating System related troubleshooting and fixes.
  • Server upgrades and updates.
  • Customer service including communication about policies in the clients home or business in a timely and efficient manner.
  • Post-Installation education of equipment and software.
  • Worked independently as own supervisor. Confirmed receipts and all monies are accounted for at each job site.
  • All equipment and the knowledge needed readily available for the client.
  • Showing sales associates new and upcoming promotions and coaching on proper sales strategies.
  • Coaching managers and supervisors with tools and ideas for increased in-home sales.
  • Tracked down issues within networks and fixed them in a timely manner.

Education

Education
Aug 2003 - May 2004

working towards a psychology major

Vernon College