This document is a resume for Ronnell Stevenson summarizing his qualifications and professional experience working in help desk roles. He has over 5 years of experience providing tier 1 and 2 technical support to clients in both the public and private sectors. His skills include troubleshooting hardware, software, and network issues as well as installing and configuring various applications and devices.

1. Ronnell Stevenson
2205 S ST. N.E.
20002
stevensonronnell@yahoo.com
(202) 422-0046
SUMMARY OF QUALIFICATIONS
• Skilled Help Desk Technician with experience providing PC and Client/Server tech support for small to
medium sized businesses.
• Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, application
support and training, installations and upgrades.
• An articulate, flexible and personable communicator with excellent skills in client and vendor relations.
PROFESSIONAL EXPERIENCE
Environmental Protection Agency March 2014 –
Present
Helpdesk Analyst /Tier 2
• Responsible for Password Resets.
• Provide Helpdesk support to end-users of proprietary software.
• Answer questions about product features and resolve use problems.
• Created service orders to replace defective parts or request technician assistance.
• Enable and Disable user AD accounts.
• Provide local and remote desktop support in order to resolve technical issues.
• Performed Data Recovery.
• Managed the MS Office Suite 2013.
• Interpret clients’ needs and utilize “Service Desk” software solutions, personal knowledge and
troubleshooting skills to identify possible resolutions.
• Install software or perform updates to user computers.
• Follow established procedures to handle inquiries and resolve concerns to ensure
client satisfaction.
• Maintain a technical working knowledge of product or products supported by the department.
• Map users to their personal drives, the network and local printers.
• Document user issues using remedy ticketing system.
• Set up users lotus notes accounts
• Answering voicemails and creating ticket in Remedy
• Iphone and Windows Phone set up and Active Sync
• Interview tier 1 technicians for hire.
• Manage ticket Que.
• Design training Modules for new employees.
• Train and Develop new employees .
• Genesys phone Administrator.
• Configuring IP Phones to connect to server.
• Asset management
Quality Technology January 2013-March 2014
Application Support-Obama Care /Tier 1.5
• Responsible for Password Resets.

2. • Enable and Disable user AD accounts.
• Managed the MS Office Suite 2013.
• Follow established procedures to handle inquiries and resolve concerns to ensure
client satisfaction.
• Responding to users inquiries via Email Support.
Maintain a technical working knowledge of product or products supported by the department.
• Assisted users by navigating them through website.
Document user issues using remedy ticketing system.
DefCharge Networks December 2011-January 2013
IT Technician/Software Support
• Responsible for the maintenance, repair and installation of personal computer and network hardware and
software.
• Reviewed, maintained and performed upgrades to existing personal computer systems.
• Troubleshoot problems and determine solutions. Duties include system administration, user account
creation, backup/restoring data, and providing specialized support to system users.
• Troubleshoot by responding to user reports about service interruptions, analyzing network logs to locate the source
of a problem and applying an appropriate solution.
• Applied solution by restoring broken or intermittent connections, adjusting software configurations,
installing patches and rebooting the entire system.
• Monitored daily server traffic and system usage; maintained user accounts and access privileges; maintained
network logs; updated network, application and security software; performed scheduled backups; performed
scheduled tests; assisting with the realization of special projects; wrote user documentation; trained new users.
• Installed, troubleshoot, and configure Windows 7 Client, Microsoft Office Suite, applications and various
internet browsers.
• Investigated hardware and software problems and perform minor system hardware and communication
connection repairs.
• Experience utilizing the performance testing emulation tool HP LoadRunner to simulate an operational
transaction load in performance testing scenarios.
• Determined user specifications for hardware and software and perform purchasing of hardware and
software to meet the user’s needs.
• Assisted with managing and maintaining hardware and software inventories.
• Assisted with patch management of desktop operating systems.
• Developed client SharePoint sites and provided support as needed.
Competitive Innovations June –Dec 2013
Customer Support Analyst Tier One (Part Time)
• Performed internet research on a broad range of subjects
• Provided end user support and basic training for SharePoint 2010 Foundation
• Performed basic telesales and scheduled appointments
• Assisted with the design, migration and updates of Kentico websites
• Supported Microsoft Office 365 Migration, Archiving, eDiscovery, Compliance and Data Loss Prevention
EDUCATION
Urban Ed, Inc. – IT Apprenticeship (Placement)
H.O.P.E. Project – Helpdesk Support Training Program Certificate – (Graduate)

3. New School for Enterprise PCS High School
Diploma
Certifications
CompTIA A+ (ZW4X32EB6CRQCPK2)
Microsoft Office Outlook 2010
Achieve Global - Stellar Customer Service
SKILLS
Patch/Security Management - Active Directory - Windows Server 2003/2008 - Microsoft Exchange 2007
SnagIt 9.0 – Adobe Acrobat Professional - SharePoint 2010 - Windows XP/Vista/7 - MS Office 2007/2010
IE 7 and IE 8 – Google Chrome – Firefox- OpManage Service Desk – Bomgar - WebEx Corporate - LogMeIn Remote
AnyMeeting – Office Communications Server 2007 –Asterisk VoIP – Blackberry/Android/IPhone/IPad Support
TCP/IP – Networking- Kentico- Project Management – Vendor Management – Remedy