Steven Solomon

Experience

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  Verizon

  May 2006 - Oct 2018

  Fiber Customer Support Analyst

  Responsibilities Include:Answering calls from customers with order inquiry and/or trouble reportsProviding fiber to home activation supportAnalyzing and isolating trouble conditionsInitiating service order corrections and changesUnderstanding of PC components and functionality, the ability to work with customers on the telephone and to isolate/resolve problems with the equipment at a customer location.

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  Insight Global

  Oct 2019 - Jul 2020

  Windows Deployment Technician / PC Technician

  Contracted by Virginia Information Technologies AgencyResponsibilities include installing and upgrading computer operating systems during transition from Windows 7 to Windows 10. Providing assistance backing up and restoring user data as well as troubleshooting and installing various different hardware and software as needed by the end user.

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  Apex Systems

  Oct 2020 - Nov 2021

  Information Technology Help Desk Support

  Set up, configure and distribute equipment. Troubleshoot and resolve software and hardware issues. Manage computers and users in Active Directory. Manage user incidents in Cherwell Incident Management Software

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  Alutiiq, LLC

  Nov 2021 - Sept 2023

  NASA End User Services & Technologies Tier 3 Support

  Experienced in providing comprehensive support for NASA desktop systems, encompassing hardware and software installation, removal, and troubleshooting. Diligently review and address service tickets in Servicenow to ensure timely resolution, maintaining a high level of customer satisfaction. Collaborate effectively with NASA customers and leaders to discuss issue resolution and troubleshooting steps. Work closely with queue management and service delivery leadership to ensure tickets are completed within established service delivery timelines. Proficient in delivering technical, operational, and training support for personal computer users, whether remotely or on-site. Skilled in installing, configuring, and testing personal computers, printers, and peripherals, as well as loading software packages. Expertise in diagnosing and resolving computer problems, coordinating necessary repairs, and facilitating local area network components' smooth operation. Actively participate in system configuration and software evaluations. Show less

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  Leidos

  Sept 2023 - now

  Senior Desktop Engineer

  Currently supporting NASA End-User Services & Technologies compute devices, ensuring seamless deployment and adaptability to new technologies. My responsibilities also involve accompanying HQ organizations on domestic and international travel as needed, communicating with internal team members across multiple areas and client team members to effectively manage and resolve issues as they arise. I excel in deploying new systems without disrupting HQ employees' workflow and offer on-site and remote IT support for software installations during domestic and international travel. With a keen eye for detail, I refine checklists for travel IT preparations, analyze incident tickets, and facilitate effective communication among internal teams and external partners. As a technical expert, I play a pivotal role in project design, implementation, and issue resolution, contributing to smooth project rollouts and maintaining exceptional customer experiences. Moreover, I provide desktop support escalation, bridging the gap between field support and engineers, and I meticulously monitor the ServiceNow ticket queues for the platform engineering teams, engaging the appropriate resources on the teams as required to close tickets promptly. Show less