Stephen Lounsbury
Gilbert
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously, with a high degree of accuracy. Astute IT Support Lead, highly skilled in ticket queue management, project management, hardware/software procurement, and team collaboration. Talented individual offering nine years of experience and training. Proven talent in information technology services and vendor management.
Overview
15
15
years of professional experience
Work History
IT SUPPORT LEAD
ZipRecruiter
Phoenix
07.2021 - Current
- Incident commander for Tier 3 technical escalations.
- Deployed, configured, and managed SaaS applications such as Google Workspace, Slack, Atlassian applications, and collaboration tools.
- Collaborated with HR, Legal, Finance, CRM, and Sales to drive cross-functional projects to completion.
- Planning, developing, and creating technical support policy and procedures.
- Managed vendor services and hardware/software procurement globally.
- Served as the lead for IT responsibilities for new site builds and expansions.
- Implemented ITSM tools such as Ivanti Neurons, JAMF, Okta, and JIRA.
- Trained and mentored junior IT support employees, providing guidance and direction.
- Managed ticketing system for tracking support requests effectively.
SR. IT SUPPORT
ZipRecruiter
Phoenix
04.2018 - 07.2021
- Providing timely technical support to all internal customers.
- Lead IT orientation for employee onboarding.
- Provisioning and deprovisioning employee accounts.
- Assist with vendor services and hardware/software procurement globally.
- Assist with planning, developing, and creating technical support policy and procedures.
- Worked with cross-functional teams to achieve goals.
IT SUPPORT
ZipRecruiter
Phoenix
09.2016 - 04.2018
- Providing timely technical support for Tier 1 and Tier 2 tickets.
- Performs installations, repairs, upgrades, backups, and other maintenance tasks.
- Provisioning and deprovisioning employee accounts.
- Assisted in the development and implementation of new processes related to IT support activities.
- Collaborated closely with other departments such as operations teams and IT support staff when needed.
INFLIGHT TECHNICIAN
United States Navy
Jacksonville
08.2010 - 08.2016
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
- Optimized system performance through thorough testing, analysis, and adjustments as needed.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained compliance with regulatory standards and safety requirements.
Education
High School Diploma -
Mountain Pointe High School
Phoenix, AZ06.2008
Skills
- Vendor management
- Documentation and reporting
- Project management
- Proficiency in Windows/macOS
- Proficiency in Jira and JSM
- CRM
- Compliance and auditing
- Process management
- SaaS application management
- Network infrastructure operations
- IT procurement
- Incident management
- Cross-functional collaboration
- Team leadership
- IT policy development
- ITSM tool implementation
- SaaS deployment
Timeline
IT SUPPORT LEAD
ZipRecruiter
07.2021 - Current
SR. IT SUPPORT
ZipRecruiter
04.2018 - 07.2021
IT SUPPORT
ZipRecruiter
09.2016 - 04.2018
INFLIGHT TECHNICIAN
United States Navy
08.2010 - 08.2016
High School Diploma -
Mountain Pointe High School