1. Stephen Kelly
IT Coordinator / Deskside Technician
119 Park St., Elkin, NC. 28621
Home: 336-526-2656 | Cell: 336-837-7153
StephenKelly7@Gmail.com
SUMMARY:
Over fifteen years of growth and experience in the information technology career field. Dedicated, loyal,
adaptable to any work environment, hardworking, quick to learn, and personable. Functions equally well
as an individual performer, team member, and group leader. Proven capacity in developing increased
efficiency and effectiveness.
WORK EXPERIENCE:
IT Coordinator/Deskside Technician
Pittsburgh Glass Works, Elkin NC
Jun 2010 – Present
 Served in lead position in redeveloping the Onboard/Offboard process.
 Assisted with the Closing & Decommissioning of a satellite location.
 Played key roles in technological improvements at two manufacturing facilities & 3 satellite
locations, including the development of core IT infrastructure and workflows at the corporation’s
newest facility.
 Provides 24-hour technical support to local and remote end-users deskside, by email, and by
phone. Travels to remote sites to provide technical support when necessary.
 Maintains and manages critical technological systems and services at both local and remote
locations while remaining within established budgetary constraints.
 Functions as the focal point for documenting service requests and incidents in the company-wide IT
ticketing system and managing the escalation and closeout of those requests
 Provides expertise in refining and creating nec essary policies and procedures.
 Performs other duties or projects as needed/assigned.
Technical Support Analyst / Client Advocate
CompuCom
Mar 2005 to Jun 2010
 Received inbound calls & made outbound calls supporting end users for various clients
troubleshooting hardware, software, peripherals, mobile devices, networking issues, telecom
issues, and other various issues.
 Performed Team Lead responsibilities such as training agents, reviewing team tickets created for
Quality and proper escalation, and creating / updating knowledgebase articles.
 Performed Client Advocates duties to include handling client complaints, prepared reports &
presentations for Quarterly Business reviews, and traveled to client sites as needed for various
reasons.

2. Stephen Kelly
IT Coordinator / Deskside Technician
Technical Support Analyst / Consultant
BravoTECH
Sep 2004 to Mar 2005
 Completed Inventory on Printer Equipment for the Dallas ISD.
 Worked on the Internal Helpdesk for CompUSA
 Worked on the Helpdesk at CompuCom
NOC Operator
NexGen City, LP
Apr 2004 to Sep 2004
 Configured Spectrum (One Click) to monitor connectivity issues with access points and wireless
routers.
 Used Preside to monitor the management of the city’s fiber ring.
 Utilized Netcool to monitor and send alarms as pages to the on-call person.
 Ran daily and weekly reports regarding the status of the networks activity and stability.
 Pre-provisioned access points and wireless routers to prepare them for field installation.
 Performed a drive-by when needed to test and troubleshoot access points and wireless routers.
Technical Support Agent
TelVista
Sep 2003 to Apr 2004
 Received inbound calls assisting with DSL issues, installation issues, and DSL home network
configurations.
 Created Case Tickets in Remedy
 Escalated issues to 2nd level of support as needed.
Technical Support Agent
Stream International
Jan 2001 to Mar 2002
 Received inbound calls assisting customers with hardware and software issues for Dell.
 Promoted to the Major Accounts Software department providing support for major clients.
EDUCATION:
01/03 – 04/03 DeVry University, Irving, TX
09/92 – 03/93 El Centro Community College, Dallas, TX

3. Stephen Kelly
IT Coordinator / Deskside Technician
SYSTEMS CERTS/EXPERIENCE:
 A+ certified Technician
 ITIL v3 Foundations
 OS - Windows XP/Vista/7/8/10/Server 2003/2008 R2, and little Mac OS
 Software Installation/Support – MS Office Suite 2010/2013/2016, MS SharePoint
2007/2013, Active Directory, MS Exchange, Lotus Notes, Internet Explorer 8/9/10/11,
Chrome, Firefox, Live Meeting, MS Communicator, SCCM, Cisco VPN/AnyConnect, Citrix,
Kaspersky, Symantec, INFOR
 Hardware Installation/Support – Motherboards, Processors, RAM, Video Cards, Hard Drives,
Optical drives, Local & Network Printers, Copiers, Barcode printers, Scanners, Barcode
scanners, External drives, Wyse/IGEL thin clients, UMS Management
 Networking - Monitoring, Hubs/Switches, Routers, Access Points, UPS, Cat5e/Cat6 cabling,
Firewall, Barracuda Tapeless & Tape Backup systems
 Telecom - Cisco Unified Communications Manager (v9/v10), Cisco Unity Connection
(v9/v10), PBX
 Security - Pelco Security Camera System (DVR/NVR), HID Badge Readers/ Sielox Controller
Cards, HID Badge Cards (Proximity with/without Mag stripes), Pinnacle v9 app
 Mobile Devices/Support - Blackberry, Android, iPhone/iPad, tablets
 Remote Control Tools - Carbon Copy, Remote Desktop, PCAnywhere, TeamViewer, LogMeIn,
Dameware (very little)
 Ticket & KB Systems - Clarify, Remedy, ServiceNow, Right Answers, Assyst
 Troubleshooting skills – software/hardware, networking/internet issues (proxy
settings/firewall), Ethernet wiring
 Awards – Analyst of the Year Nominee 2007 with HDI (nominated by the CompuCom Help
Desk Director); Voted MVP (Most Valuable Peer) by my team(s) more than 5 times; and
Voted Team Member of the Month by my Team Supervisor more than 3 times.
 6 years of providing onsite / deskside support. 10+ years of providing phone / help desk
support
 Knowledge of Change Management, Incident Management, & Problem Management.
OTHER INTERESTS:
 Firefighting, emergency medical services, and rescue
 Fishing, camping, and hunting
 Golf and softball
Professional & personal references are available upon request.