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Stephen Shaver

Second level support for Systems Supp... at Pyramid Consulting, Inc.
Intro Book
IT professional with technical support and management expertise.
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Location
Dallas, Texas, United States, US
Skills
  • Technical Support
  • Troubleshooting
  • Linux
  • Unix
  • Software Installation
  • Show all
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Bio

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Stephen Shaver is a seasoned IT professional with extensive experience in technical support, troubleshooting, and management. He has worked with various companies, including Intuit, TELETECH SERVICES CORP, DISCREET LOGIC/AUTODESK, INC., and Pyramid Consulting, Inc., providing level two support, training, and testing services. Shaver holds a strong background in Linux, Unix, Citrix, and customer support, with experience in managing teams and resolving complex technical issues.

Experience

  • Pyramid Consulting, Inc.
    • Plano, Tx
    • Second level support for Systems Support Specialists @ Intuit Inc.
      • 2015 - 2016
      • Plano, Tx

      Provide level two support for front line support specialists, when they are unable to provide resolution to customers issues in a timely manner.Provide call back to customers when resolution requires a higher degree of troubleshooting that could be provided in a timely manner of the original call.

  • TELETECH SERVICES CORP.
    • Ennis Texas
    • Team Lead for Systems Support Specialists
      • 2014 - 2015
      • Ennis Texas

      Responsible for up to 18 support specialists, who provide troubleshooting and issue resolution on Intuit professional tax software on Windows OS. Also provide level two support when needed. Write performance reviews, listen to and evaluate incoming calls for quality and correctness, complete r...

  • Intuit
    • Plano, TX.
    • Combined systems support engineer / Renewal sales consultant
      • 2007 - 2014
      • Plano, TX.

      Support 20-30 customers daily, providing troubleshooting and issue resolution to logical conclusion on professional tax software running on Windows OS and in a Citrix environment. Assist level two personnel with escalations and stand in for, when needed. Processed order renewals and identified ...

  • DISCREET LOGIC/AUTODESK, INC.
    • Greater Los Angeles Area
    • Customer Support Engineer
      • 1995 - 2004
      • Greater Los Angeles Area

      Served as sole engineer on virtual TV studio implementation; completed installation and provided support, repair, and maintenance services on high-end video compositing and editing software in UNIX, Linux, and Windows environments.Created and implemented a video switching and recording engineerin...

  • US Navy
    • Aviation Anti-Submarine Warfare Technician First Class (E-6)
      • 1973 - 1982

      Managed 20 personnel in aircraft electronics repair division; achieved zero flight cancellations due to electronics.Served as Lead Technician for “special missions” aircraft, Quality Control Inspector, and PhotographerLead Recruiter for Garland, Tx. recruiting office.

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Industry Focus. “Computer Networking”

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