Tim Stein has over 10 years of experience in IT knowledge management and customer service roles. He currently works as an IT Knowledge Manager for Chevron Global IT Service Desk, where he manages a knowledgebase of over 7,000 articles used by 250 agents and 10,000 IT personnel. Previously, he held roles as an IT Business Analyst and Special Project Lead at Chevron, and has experience in helpdesk support, website development, and independent tech consulting. He has strong technical skills across various software, operating systems, and networking tools.
My name is Anthony James and I am a Program Support Analyst for Excentus. I graduated Deans list from ITT Technical Institute with an Associate of Applied Science in Computer Networking Systems. I am also training for my Microsoft Certified IT Professional(MCITP), Microsoft Certified Desktop Support Technician(MCDST), and Microsoft Certified Systems Administrator(MCSA)
Specialties:
Proven expertise in supporting and troubleshooting hardware, software and networking issues.
Demonstrated ability to satisfy users through analysis and problem resolution.
Organized, take-charge professional with exceptional follow-through abilities.
Outstanding communication skills; interfaces effectively with management, vendors, staff, peers and users.
My name is Anthony James and I am a Program Support Analyst for Excentus. I graduated Deans list from ITT Technical Institute with an Associate of Applied Science in Computer Networking Systems. I am also training for my Microsoft Certified IT Professional(MCITP), Microsoft Certified Desktop Support Technician(MCDST), and Microsoft Certified Systems Administrator(MCSA)
Specialties:
Proven expertise in supporting and troubleshooting hardware, software and networking issues.
Demonstrated ability to satisfy users through analysis and problem resolution.
Organized, take-charge professional with exceptional follow-through abilities.
Outstanding communication skills; interfaces effectively with management, vendors, staff, peers and users.
Managed, supported, and participated in technical support function; providing technical support to clients regarding the resolution of product hardware, software and operating system; managed resources allocations for computer operations; and provided life-cycle management solutions.
Developed, organized, and implemented IS/IT operational areas; assessed new technology opportunities, developed information management processes to monitor demand and capacity requests; and planned for services life cycle.
Provided full-scale technical support applications to enhance technical operation, and service; fostered, developed, deployed and executed cross-platform, cross-vendor, in-house,developed applications and shrink-wrapped applications; file conversion; security; template building applications; virus prevention; virus detection/eradication; and documentation/reporting; ensuring the integrity and security of corporate data in the transfer of these files to new applications,
Managed, supported, and participated in technical support function; providing technical support to clients regarding the resolution of product hardware, software and operating system; managed resources allocations for computer operations; and provided life-cycle management solutions.
Developed, organized, and implemented IS/IT operational areas; assessed new technology opportunities, developed information management processes to monitor demand and capacity requests; and planned for services life cycle.
Provided full-scale technical support applications to enhance technical operation, and service; fostered, developed, deployed and executed cross-platform, cross-vendor, in-house,developed applications and shrink-wrapped applications; file conversion; security; template building applications; virus prevention; virus detection/eradication; and documentation/reporting; ensuring the integrity and security of corporate data in the transfer of these files to new applications,
Dedicated and reliable professional with a proven track record of being a successful fast learner, superb at building a good rapport with Customers, great team player and enjoy working with others who have a winning attitude.
Accomplished Program/Project manager with profitable dual focus on client relations and cost efficiency. Skilled business/IT liaison with experience directing, training and mentoring cross-functional teams and cross-discipline resources in an international business arena, achieving multi-million dollar savings.
1. Tim Stein
317 Wolf Green Drive, APT 101B 845-798-3864
Raleigh, NC 27606 steintim2@gmail.com
IT SYSTEMS KNOWLEDGE MANAGER
IT Knowledge Manager successful in providing measurable results to drive business performance. Expertise in
customer service in relation to the installation, maintenance, troubleshooting and system administration of
existing Helpdesk services including a myriad of global software upgrades and new deployments. Reputation for
thriving in intense and demanding environments experiencing rapid change and internal growth. Hand selected
for international travel over 10 times in two years to train call center staff (Levels 1-2) and perform KM
presentations to top stakeholders. I have an excellent drive and willingness to succeed in my career. Given the
right opportunity I can exceed any expectations expected of this position. I am a quick learner with exceptional
relationship/people management and customer service skills.
TECHNICAL EXPERTISE
Google Analytics, SEO Marketing, ActiveDirectory, Exchange, Microsoft Office Suite 2003 -- 2016, Office 365,
IBM Lotus Notes, Oracle, HP Thin Client, VMWare, SonicWALL , Microsoft Terminal Server, MS Windows 98 --
Windows 8, Windows Server 2003 – 2012, Windows Command Shell/Scripting, Veritas Backup, Acronis Backup,
Remedy, Bloomberg, USD ServiceCenter, WordPress, Dreamweaver, MDM MGMT, BES MGMT, IOS platforms,
Android, Windows Mobile, SharePoint, Video Editing and Production software, Condeco, Cisco products, Agile
methodology
PROFESSIONAL EXPERIENCE
IT Knowledge Manager
Chevron Global IT Service Desk. HCL America (Cary, NC) 2014 – current
Management of 7,000+ article knowledgebase for 250 Service Desk agent’s daily use, as well as a resource for
10,000 IT personnel, and public-facing to 120,000 client employees.
• Facilitate and monitor the use and improvement of common knowledge management (KM) processes
and approaches across the organization, partnering with business leaders and stakeholders to address
their goals, projects, and future growth.
• Develop and deploy new KM KPIs, Initiatives, Projects, Project Trackers, KM reports, and future KM
Evergreen state. Monitor and report progress of KM projects, and KM staff to upper management.
• Develop and govern knowledge management process, define knowledge management requirements,
goals and strategies.
• Senior-most knowledge management expert on issues that need resolutions or escalation
• Run Weekly Team meetings and metric presentations to internal Level 1, 2 and 3 support teams.
• Integrate with Operations and Quality Assurance teams to incorporate their needs and develop quick
launch dashboards, and Web Tools to improve their performance and functionality.
2. o Travel Domestic & Internationally to develop KM projects and perform KT transfers for new products or
support areas, and train the stakeholders on functions and features of the new KM models
o Develop guidelines and online survey/submission SRMs for global inputs to KM, and processes for
tacking, logging, and reporting.
o Edit and Produce company sales videos and training videos for future IT contracts, and to show the 3
year growth since taking over support for Chevron Oil. ( Available upon request)
Sr. IT Business Analyst/ Special Project Lead
Chevron Global IT Service Desk. HCL America (Cary, NC) 2013 – 2014
Support 120,000 Chevron users, with L2 special project support and operating as Special Project/Public
Relations Lead for two major software rollouts. Actively participate and contribute in weekly Operations calls with
each global Business Unit (over 25 separate Business Units) and Chevron IT Vendors (Compucom, CSC,
XEROX, HP, CISCO), to review current ticket stats, resolution opportunities, and user feedback. Over 1200
Remedy ticketing queues in use for this support.
Tim Stein Resume Page 2 of 2
PROFESSIONAL EXPERIENCE (Continued)
IT Knowledge Manager
The Family Foundation School (Hancock, NY) 10/2012 – 9/2013
Maintained current school websites. Developed interactive campus map and promotional videos. Directed Social
Media Marketing, Blast emailing, Content Management, Daily photo and web content updates. Build Knowledge
repository system from a scattered collection of emails and ad-hoc processes and procedures, with no prior
knowledge system in place
Software Programmer Intern
RCH Tech Solutions (Naples, FL) 3/2012 – 10/2012
Built custom developments. Website integration. Custom Module and plugin development. Developed and
deployed projects using PHP, JAVA, CSS, SQL, and HTML programming. Successfully completed several
WordPress sites from start to finish including: http://www.rosiesdollclothespatterns.com/,
http://athleanx.com/ and http://www.firstclassmlmtools.com
Helpdesk Analyst
Computer Science Corporation (Norwich, CT) 3/2010 – 3/2012
Tech Call Center- Provided technical phone support to clients. Logged and routed all calls appropriately to
ensure client resolution and satisfaction in a timely manner. Performed trouble-shooting, analysis and problem-
solving to assist end users in the operation of various computer and software technologies. Managed and
documented priority issues and outages. Followed and enforced corporate policies and procedures. Top rated
by management on monitored monthly calls for customer service and troubleshooting skills.
Independent Tech Consultant
3. T & N Enterprises, Groton, CT 4/2009 – 3/2010
Provided residential and home office clients with technical service and support: software, hardware, and
peripheral installation; internet connectivity, remote access set-up, wireless networks and home office LANs,
backup management, virus prevention and debugging.
Technology Analyst
Millennium Partners, LP, New York, NY 8/2007-4/2009
Performed Level 1, 2, and site support for private hedge fund: Server and PC/monitor configuration and
functionality, networking; ActiveRoles and Blackberry management, Cisco VPN support, VM Client and Server
build and management,, new technology evaluation, recommendation and presentation. Support with high level
management.
Education
2007: New York State Regents Diploma (3.9 GPA) – East Ridge High School, Hankins, NY
2007: Web Design and Construction (3-credit course) – Sullivan County Community College, NY
2008: Computer Engineering Major – NYU Polytechnic, Brooklyn, NY
2007: MSCA Windows Server 2003
