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Lester Schone, Jr.
PROFESSIONAL EXPERIENCE
Western Regional Information Technology Technical Specialist for
North America and Canada ·
Rolled out SMS 2.0 to
eight sites within the corporation. Trained local I.T. Coordinators SMS Site
Setup, Configuration, Creating and Maintaining Collection Groups, Package
Creation and Distribution, and overall SMS Site Maintenance. ·
Was instrumental in
Two Major Site Implementations in Canada. Planned, and implemented, the network
and workstation infrastructure. Also trained new hire Information Technology
Coordinators ·
Communicated with all other
members of site leadership team, including facilities, operations, network and
training management, to ensure that Stream was adequately prepared for new
contract launches. ·
Perform
required testing for corporate projects, machines, or various technologies.
Document results in a standard white paper format. ·
Develop plans to roll out new
technologies. Oversee implementation of those plans with the assistance of site
Information Technology personnel. ·
Establish support guidelines and
procedures for new technologies rolled out by Information Technology personnel. ·
Work with application owners to
establish guidelines and procedures for supporting applications developed
in-house. ·
Establish and document standards
for creating and maintaining ghost images and ghosting machines. ·
Assist in the implementation of
the IT infrastructure at new sites. ·
Establish and document new site
startup procedures for new sites. ·
Train new site Information
Technology staff in Stream IT technologies and procedures. ·
Assess new client tool
requirements and document installation procedures. ·
Assume responsibilities of local
site Information Technology staff when necessary. ·
Provide escalation support to all
Information Technology staff. ·
Provide a high level of technical
support on all software and hardware used internally at Stream (both on-site and
via the telephone). ·
Assist with supporting Stream
networks, Gateways and E-Mail communication as needed. ·
Assist with supporting the
network infrastructure (Routers, Hubs, CSU/DSU, Servers, other…) ·
Participate in determining
standards for software and hardware throughout Stream. ·
Work with the Site Information
Technology Managers to ensure proper flow of information. ·
Develop and teach software
classes on Stream standard software products. ·
Maintain a professional and
responsive attitude toward user needs and requests.
Provide on-call services by carrying a beeper at all times. ·
Maintain responsibilities at the
site.
Information Technologies Coordinator ·
Planned, implemented,
and managed the network infrastructure for a 1100-head call center from
inception to completion. ·
Ensured any issues
with Internet service to the site were resolved as quickly as possible. Handled
all anti-virus needs and effectively prevented contamination of the network.
·
Created a new
end-user services model and new IT standards for Stream utilizing an all-Windows
NT environment and locking down the end-user community to prevent unauthorized
systems usage, protect clients’ confidential material, and minimize business
impact due to downed systems on the client side. Stream’s call-center
environments previously employed Windows 98 on the client side.
·
Handled all
administration for nineteen servers in two separate locations. Server types
included PDCs and BDCs, Proxy servers, WINS and DHCP servers, data- and
application servers, mail servers and print servers.
·
Installed and
supported Cisco 6000 Series switching units and all servers.
·
Ensured all
administrative duties and server-side issues were addressed and closed in a
timely manner, ensured all IT service level agreements were met. Supervised
daily activities of IT staff to ensure resolution of all client-side issues.
·
Ordered and ensured
delivery of all infrastructure hardware from desktops and laptops to switches
and routers. ·
Communicated with all
other members of site leadership team, including facilities, operations, network
and training management, to ensure that Stream was adequately prepared for new
contract launches. ·
Ensured adequate
staffing levels and technical training objectives required to run a state-of-the
art call center. Maintained the appropriate business processes that ensure IT
consistently met site management requirements.
Network Administrator ·
Sole administrator
maintaining nine servers and 300 workstations. Completed daily administrative
tasks of adding or deleting user- and mail accounts, setting user and group
permissions for assigned servers. ·
Interfaced with
clients’ MIS departments to establish and maintain trust relationships between
domains. Set up SMS and MTS servers to fulfill requirements for various clients.
·
Support end user
community with desktop applications, hardware installation and repair, Internet
communications, network wiring schemes and protocols, and printing issues.
·
Support business
critical applications developed in-house, by providing user training and
applications upgrades. ·
Provide assistance to
Network Operations by supporting internal and external networks, e-mail systems,
and Internet communication as needed.
Help Desk Support Technician ·
Help desk support for
technicians addressing software and hardware conflicts, operating system and
application issues. Helped technicians walk customers through installation of
all types of hardware and software. ·
Handled second-level
support for issues that first-tier technicians were unable to resolve.
·
Ensured contractual
service level agreements were met on a daily basis. Managed agent pool real-time
to ensure adequate coverage at all times. Provided direct phone support as
necessary in accordance with service level requirements.
·
Traveled to
sister-site in Dallas to train technicians to provide support for a new
contract.
Customer Service Supervisor ·
Provided direct
supervision for twenty-seven call center representatives. Developed agents to
deliver courteous, prompt, and accurate customer support and technical services
for DAK’s products. ·
Monitored a selection
of each representative’s calls on a monthly basis. Evaluated
representatives’ performance and provided face-to-face feedback that clearly
identified behaviors that have a positive or negative impact on customers.
Implemented corrective action when necessary. Managed performance of the team to
contract service levels. ·
Interviewed
prospective technical and customer service representatives.
·
Maintained computers,
issued return authorizations for customers, resolved customer complaints, and
interfaced with all levels of personnel.
Computer Support Technician ·
Provided outstanding
technical support in a fast-paced work environment, troubleshooting software and
hardware issues on stand-alone computer systems. Resolved address issues and IRQ
conflicts associated with hardware, walked customers through installation of
hardware such as CD-ROM drives, modems, scanners, and sound and video cards via
the phone.
HARDWARE
AND SOFTWARE SKILLS
Systems:
IBM, NEC, Dell, Gateway, and HP PCs, Macintosh 6300 and 7500 PCs Servers: Compaq Proliant 1500, 3000, 5000, 8500, Dell 1550, 2450 2550 Tape
Backup: Compaq 10/20 and
15/30 Dell 35/70 Printers:
HP Jet Direct Printer Cards HP LaserJet 4, 4 Plus, 5, 5si, HP Color Jet 4050 Software
All Microsoft operating systems through Windows 2000 Advanced Server, Microsoft
Proxy Server 2.0, Microsoft SMS Server 2.0, Cheyenne Arc Server and InnocuLAN
Anti-Virus for Windows, NT Norton Ghost Imaging Software, Norton Anti-Virus 7.5
and 7.6 Corporate Edition, Super Scout Web Monitoring Software, Storage Central
File, Disk Monitoring/Reporting and Quota Software, Lotus Notes Mail 5.07-5.09,
Microsoft Office 95, 97, and 2000
EDUCATION
1987-1989 1985-1986
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