Steven Kurle

Experience

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  University of Washington

  May 2005 - Jun 2007

  Program Support Supervisor 3

  Program Support Supervisor 3  Supervised 20 full time Traffic Guides and around 20 student staffDesigned and implemented new traffic patterns for basketball to ease congestion and allow for faster and more controlled access to VIP parking areasHelped develop new training plans and materials for existing staff and the on-boarding of new staff.Worked directly with UW Police Dept and the Department of Intercollegiate Athletics Participated in a project to help with overflow parking for highly attended football games. Show less

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  University of Washington

  Dec 2012 - now

  Senior Computer Specialist, Customer Service and SupportAs part of a Tier 2 team, provide Office 365 customer support including Sky Drive Pro, Skype for Business, and Exchange online and Off Premise Exchange. This includes answering tickets, taking phone calls, and working directly with customers to setup and use Office 365 products.Support email lists and postmaster functions in a Unix environment, including file restores for UW "deskmail" usersPerform customer support for various API’s related to using the different features of Office 365 Use JIRA to track project-based work Use Word Press to update FAQs and UW-IT Connect websites with correct information related to support and informationEngage Tier 1 and Tier 3 support with clear communication and direction to successfully answer customer questionsSupport our instance of Service Now, an IT service management toolset, focusing on request fulfillment and incident managementParticipate on the incident management team; Service Manager for the post mortem After-Action Review process within UW-ITBoth support and use our Atlassian Confluence/Wiki instance for internal documentation and external support Show less Senior Computer Specialist, Smart Phone Support Supported over 300 paid subscribers to our smartphone service across campus and the UW Healthcare Facilities Supervised 3 help desks, Cell phone help, Conference calling, and Pager Help Desk.Managed support project to establish support levels and re-charge feesProgram Support Supervisor 1Supervised operators for the Main Switch board at the UW Supervised 5 employees for the Cellular help desk, Pager help desk, Conferencing Services, UWATS support and a person that worked at a satellite location doing the actual in-person pager requests at the Medical centerEstablished streamlined ordering of conference calls and maintained conference logs to improve the customer experience, also did troubleshooting and solved pager issues Show less Senior Computer Specialist UWITSCTechnical Service CenterSupervise and support 38 student staff in a Call Center IT Help Desk, including hiring, training, and creating workflows for the staffSupport Enterprise Platforms including UW NetID assistance, Ppassword changes, SharePoint updates, Avaya call center loggingConsult with other UW-IT groups to form consensus when deploying Tier 1 support directly for their service offeringsWork to fulfill customer needs and update staff with the changing processes that occur with day to day management of an IT Help deskSuccessfully helped to implemented several changes within the Service Center to improve work load for student staff and better define work expectationsRespond to Digital Millennium Copyright Act requests Work within a UNIX environment responding to DMCA requestsSupervise the Pager Help Desk and Conferencing Services DeskHelp oversee 4,500 pagers within the University Setting including various University oOf Washington Medical Center locationsContributed to the incident management team and developed ITIL based workflowsCurrently working on the Office 365 transition projectCurrently involved in the conference RFP project driven by the need for better customer support from the vendor that is chosen Show less

  • Technology Resource Manager

    Mar 2020 - now

  • Technology Manager

    Mar 2017 - Mar 2020

  • Senior Computer Specialist

    Jul 2000 - Mar 2020

  • Senior Computer Specialist

    Jun 2012 - Nov 2013

  • Senior Computer Specialist

    Dec 2012 - Jul 2013