Stephan Bayer's Resume (Last updated August 18th 2008)

Solutions-oriented Systems Administrator with proven success in the installation, administration, and support of a broad range of systems and network solutions, ensuring functionality, reliability, and stability of corporate technology infrastructures.

Systems Analysis and Administration, Network Administration and Maintenance, Troubleshooting and User Support, Helpdesk Support, Hardware/Software Repair, User Training. Strong technical learning acumen; adept at mastering new technologies and adapting to existing corporate infrastructures, producing quality results immediately upon hire.

Hours per week: 40 (full-time)
Create and implement technical Training. Build SCORM learning modules and implement using E-learning software for MOSS Sharepoint 2007.
Update intranet portal (Sharepoint 2007). Create and implement PHP survey systems for job candidates. Implement open source call recording and assist in building web front-end using AJAX components. Initiate a Quality program. Continued development with open source technologies and experimentation with screen capture utilities to complement call recordings. Knowledge Manager: handling submissions of knowledge base articles by team members.

Hours per week: 40 (full-time)
Managed a 'Special Accounts' team with 8 members. Ensured calls were answered in a timely manner and handled effectively by all team members. Served as an escalation point for technical support requests. Investigated trends and identified root problems of recurring support requests. Assisted with training and developed Standard Operating Procedures (SOPs). Became a VOIP expert and trained team on the product. Used network monitoring applications such as Solarwinds, What's Up Gold, Netflow Monitor and Silverback to monitor and respond to up/down alerts as well as CPU/memory/services/hard Disk utilization alerts. Learned effectiveness of the balanced scorecard method in performance management at HDI Knowledge Management training. Suggested revising customer care staff performance objectives to include leading and lagging indicators as well as quality analysis.

Hours per week: 40 (full-time)
Provided customer service and technical support to a customer base of 8000+ users. Mastered Windows-based environment including Windows Server 2003 administration, user provisioning, file and print sharing, security, file permissions, and problem troubleshooting. Tested systems and performed quality analysis. Used various tools including Process Explorer, WSUS, Hijack This, Trend Micro CW Shredder and Network bandwidth optimizers to improve hardware and application performance of systems. Ensured System and data integrity by utilizing industry best practices and following security principles. Utilized active and reflective listening skills and efficiency-mindedness to quickly bring support tickets to closure.

Systems Analysis and Design (3), Information Security (3), Information Use for Organizational Effectiveness (3), Database Concepts and Applications (3), Web Systems Integration (3), Web Databases (3)Local Area Networks (3), Protocols (3), Intermediate Programming (C++) (3), Intro E-Commerce (3)

Help Desk Institute (HDI) Knowledge-Centered Support Principles

Linux and open source applications. PKI encryption, SSH protocol, and other encryption methods that ensure confidentiality in communications. Network availability and redundancy for E-Commerce systems: horizontally or vertically-scaled solutions and redundant network circuits.