STEVE DALTON Bastrop, TX 78602 │ 512.718.4736 │ spdalton.sd@gmail.com

HELP DESK MANAGEMENT │ HARDWARE & SOFTWARE │ SYSTEMS ADMINISTRATION

Solutions-driven and highly effective professional with broad-based skill set, proven track record of performance, and applied experience in IT, client relationship management, and staff training and development. Instrumental in managing operations to ensure the seamless execution of processes, comprehensive provision of technical support and issue resolution, and optimal application of tools, resources, and personnel. Innovative, industrious, and results-oriented leader. Demonstrated proficiency in designing and integrating process enhancements to facilitate workflows and increase organizational efficiencies and cost-effectiveness. Expertise in computer hardware & software, including installation, configuration, programming, management, and troubleshooting. Exceptional communication and presentation skills further complemented by facilitative and hands-on management style and ability to successfully partner with stakeholders of all levels and across multiple business units.

CORE COMPETENCIES

Troubleshooting │ Debugging

Liaison │ Networking

Strategic Planning │ Implementation

Staff Training │ Development

Cost Consciousness │ Efficiencies

Adaptability │ Resourcefulness

End User Support Practices

Process Improvements │Enhancements

Client Relationship Development

Cross-Functional Abilities

Status Reports │ Briefs

Needs Assessment │ Evaluation

PROFESSIONAL EXPERIENCE

CIVILIAN EXPEDITIONARY WORKFORCE, Bagram, Afghanistan, 2012-2013

Senior Manager, US Army Garrison Command S-6 (Information Management Staff)

Successfully spearheaded the development of a customer support team for a military installation of over 32,000 personnel in a combat zone for the Garrison Command Headquarters (equivalent of a City Manager’s Staff).

Supervised a team of three technical personnel; actively assessed performance and ensured optimal levels of productivity.

Facilitated process transparency by instituting routine task documentation practices and information dissemination to users and file shares.

Efficiently collaborated with multiple groups to conduct appropriate command center wiring installations in strict accordance with planned occupancy levels and information assurance requirements.

Dramatically improved the overall level and quality of the user base service experience by implementing a task-based documentation system and a centralized email help desk address for users to input requests.

Achieved savings of over $75k through the design of a targeted plan that replaced 120 existing, end-of-life cycle laptops with desktops within the Garrison.

Adeptly assumed position as Garrison Contracting Officer, while maintaining responsibilities as S-6 manager, to cover position until additional personnel was secured.

Validated data recovery availability by conducting daily monitoring of system backups.

EPICOR SOFTWARE, Austin, TX, (2001 – 2011)

Senior Hardware Engineering / Hardware Integrations Manager 2005 - 2011

Effectively served as Senior Manager leading the oversight of direct reports consisting of hardware engineers and integration technicians throughout the U.S. and Canada.

Maximized efficiency while concurrently reducing head count and cycle time for systems integration through the effective orchestration of hardware integration centralization for multiple corporate locations across the US and Canada.

Built trust and outstanding rapport with colleagues from various venues to persuade relinquishment of process control in order to centralize hardware integration.

Reconfigured systems integration processes and implemented cross training to optimize employee effectiveness and introduce skill set redundancy.

Improved work flow in integration areas through the effectual application of 5S and Lean concepts.

Partnered with hardware engineers to promote organizational currentness regarding computer hardware market trends, changes, and technologies through continuous research and new technology and tool incorporation.

Performed annual reviews of employees and delivered disciplinary action as applicable; managed work schedules to ensure coverage for regular work weeks, end-of-month, and end-of quarter needs.

STEVE DALTON - PAGE TWO Bastrop, TX 78602│ 512.718.4736 │ spdalton.sd@gmail.com

PROFESSIONAL EXPERIENCE (CONTINUED)

Technical Support Manager, 2003 - 2005 Enhanced the responsiveness of the tech support team and the development and presentation of a new system

administrator class for organization’s customer base.

Awarded promotion in acknowledgment of excellent performance and personal achievements.

Oversaw the planning and logistics of infrastructure for annual company user group conferences as well as the presentation of numerous well-received and attended sessions at those conferences.

Re-tooled company’s computer center and network communications entailing new server construction, wiring, and racking installation.

Facilitated company’s ability to sell IBM hardware by earning multiple IBM certifications; brought company back in line with Microsoft licensing requirements while simultaneously replacing outdated desktops.

Drove resolution of all escalations while serving as escalation point for all customer technical issues.

Data Conversion Programmer, 2001 - 2003 Interfaced with customers to convert existing data files to appropriate format utilized by company data files.

Wrote programs to take the dumped data from customer files and populate company data files.

Aided customers and systematically reviewed information to ensure accurate population of organizational data files with client data.

INFOR SOFTWARE SOLUTIONS, Colorado Springs, CO, 1996 - 2001

Senior Technical Support Specialist and Team Lead

Provided top tier support for a client base of 800 alongside system administrators with various levels of experience.

Supplied deepest-level support for IBM AIX and Universe Database (certified first level support by IBM).

Presented sessions on systems administration at four consecutive annual user conferences.

Previous Employment: Instructor, Dallas County Community College District, Dallas County, TX

EDUCATION & TECHNICAL PROFICIENCIES

Master of Business Administration: Major in Marketing , University of Texas at Arlington, Arlington, TX

Bachelor of Business Administration: Major in Business Administration, Midwestern State University, Wichita Falls, TX

Secret Level Government Security Clearance

COR (Contracting Office Representative) Certification

5S and Lean Training

Red Hat Linux/IBM AIX/HPUX/Sun Solaris/ DGUX/AT&T SVR4 Unix ▪ Windows XP/XP Pro/7 Pro ▪ Oracle ▪ Windows

Server 200X ▪ IBM U2 Databases/Progress Database ▪ IBM/Dell/HP Desktop/Server/Disk Array Hardware ▪ Comptia

Security+ Certified ▪ US Army IA Technical Level 2 Certification

SELECT AWARDS & ACHIEVEMENTS

NATO Medal

Global War on Terrorism Medal

Department of the Army – Commander’s Award for Civilian Service