Summary
Overview
Work History
Education
Skills
Websites
Certification
Personal Information
Timeline
Generic

Steven Chris Studt

Pueblo

Summary

Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Manager, Product Support

OpenText
01.2023 - 04.2025
  • Manage overall prioritizations between production incidents/problems.
  • Track and report on metrics for tickets assigned to and handled by the Encryption/Archive/Backup team.
  • Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA's.
  • Maintain knowledge management for employee self-service of incidents, and knowledge.
  • Direct, mentor, and develop a high-performing customer support team.
  • Foster a team-centric culture that prioritizes customer satisfaction and continuous improvement.
  • Develop and implement strategies to scale and adapt the customer support organization in response to changing business conditions and customer needs.
  • Utilize data and analytics to monitor performance, identify trends, and make informed decisions to improve service delivery and optimize spend.
  • Champion the voice of the customer within the organization, especially at the senior leadership level.
  • Develop and maintain executive communications, providing regular updates on customer support team performance, challenges, and strategic initiatives.
  • Collaborate with customer support leadership to establish clear performance expectations for team members.
  • Stay abreast of industry trends and emerging technologies to ensure the company remains at the forefront of customer service innovation.
  • Drive the adoption of new tools and platforms to improve customer and agent experience.
  • Interviewing and onboarding new employees.
  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Serve as the primary escalation point for external/internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed promptly.
  • Responsible for goal metrics, performance reviews and merit increases.

Technical Support Team Lead

Zix
08.2021 - 01.2023
  • Manage the assignment of technical work, review work for quality and monitor compliance with service-level agreements (SLAs). Additionally, work tickets to ensure SLAs are being met and customer escalations are being addressed.
  • Train and mentor current and new employees. Expert knowledge in Zix|AppRiver products and services to aid in troubleshooting, diagnose, classify and resolve the most escalated customer technical issues.

Senior Technical Specialist (Level 3) Support Engineer

Zix
04.2015 - 08.2021
  • Install, configure and troubleshoot Cisco Ironport ESA, and proprietary email encryption solutions. Assist in deployments, configurations, troubleshooting and overall system administration.
  • Investigate problems all the way through to resolution, interact effectively with teams from various disciplines to find the root cause analysis.
  • Supported technologies at ZIX: Tier III support for internal/external users, CentOS 6.5+, Red hat 5, 6, 7, VMWare ESXi 6.0+ (Datastore management, Virtual machine deployments), Email Encryption via ZixGateway (Proprietary solution).
  • Tasked with special projects due to expertise (Creating a Cisco lab with 25 ESA's and corresponding ZixGateway's to work with Office365 deployments).
  • Certificate creation/Chaining/Signing using OpenSSL, Entrust EMS (Entelligence Messaging Server).

Senior Information Security Engineer

CONEXIS
11.2009 - 04.2015
  • Administrator for Cisco Ironport (and related internal email security), Active Directory, management and implementation of certificates (both self-signed through IIS and OpenSSL, as well as trusted third-party through Entrust and GoDaddy).
  • In addition to primary administration, performed tier 1-3 end-user support within the organization.
  • Wrote and implemented policies and procedures as part of team to meet PCI compliance - implemented auditing and security systems, reporting, alerting, and backup of audit trails.
  • In addition providing ongoing auditing and documentation to ensure continued compliance.
  • Experience in the following Information Security/Governance reporting standards (SAS70, SSAE16 (Internal and External) KPMG, PCI auditing).
  • Acted as senior technical SME within department, advising on critical large-scale projects within the organization, including setup of new domains/forests, overseeing and implementing deployment of security technologies designed to meet contractual and regulatory requirements.
  • Familiar in deployment, configuration and ongoing best practices of a variety of different security appliances and technologies such as (Just to name a few): Cisco Ironport ESA, Tipping Point IPS/IDS, Solarwinds LEM, Sophos AV, McAfee Web Gateway, Dual factor authentication (RSA, PortalGuard), PKI Certificates.

IT Senior Helpdesk Engineer

CONEXIS
11.2008 - 11.2009
  • Provide 1st, 2nd and 3rd tier helpdesk support for internal and remote employees.
  • ASA (Avaya site Administration) Full Telecom support.
  • Active Directory.
  • Symantec Endpoint Encryption.
  • Symantec Anti-virus.
  • Malware Bytes and various other Spyware and Malware applications.
  • Norton, McAfee and Limited Trend Micro.
  • OnTime case logging system.
  • Setup of Windows server.
  • Remote Desktop.
  • Wireless and LAN connectivity.
  • Building new laptops and desktops to be deployed to incoming employees.
  • Entire MS Office suites (2007, 2010).

Help desk analyst III

Accenture
04.2003 - 11.2003
  • Backup/Restore- Problems or requests regarding the backup or restoring of applications, databases, network data, or hardware (e.g., computer hard drive backup or restoring a database).
  • Configuration- Problems or requests regarding the configuration of applications, workstations, or hardware.
  • Connectivity- Problems or requests regarding connectivity to mainframe, Internet, or network resources.
  • Development- Problems or requests regarding development of databases, such as Lotus Notes databases, or new applications.
  • Enhancements- Problems or requests regarding enhancement suggestions, such as to existing applications, hardware, or network systems.
  • Failure- Problems or requests regarding general failures regarding applications, network equipment (e.g., servers), and hardware, printing, or telecom issues.
  • ID Processing- Problems or requests regarding any type of security access or ID creation, deletion, or modification.
  • Installations/Upgrades- Problems or requests regarding installation or upgrades of hardware and/or software.
  • Reports- Problems or requests regarding forms, report setup, receipt, availability, and report printing.
  • User Procedure- Problems or requests regarding user procedures (e.g., how-to questions).
  • Virus-Problems or requests regarding computer viruses or other malicious programs affecting applications and/or data.
  • RSA Token - Token connection/Troubleshooting connectivity issues.
  • Active Directory - Limited support on active directory in regards to adding permissions and modifying permissions.

Senior Helpdesk Lead/Manager

EarthLink
12.1996 - 03.2003
  • Taking inbound calls for a wide variety of issues from basic connectivity issues to extensive windows related problems.
  • Track all calls using Vantive and Remedy case logging systems.
  • Responsible for monitoring agents productivity.
  • Running daily, weekly and monthly agent reports via CenterVu.
  • Providing monthly one-on-one evaluations.
  • Setting up of training for employees in order to keep them up to date on new technology and procedures.

Education

Computer Science -

North Lake College
01.2007

Skills

  • IT Strategy
  • Strategic Thinking
  • Technical Leadership
  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Staff management
  • Task delegation
  • Goal setting
  • Documentation and reporting
  • Relationship building
  • Strategic planning
  • Cross-functional teamwork
  • Customer relationship management (CRM)
  • Performance management
  • Staff development
  • Shift scheduling
  • Policy implementation
  • Conflict resolution
  • Schedule preparation
  • Performance evaluations
  • Key performance indicators
  • Clear communication
  • Employee onboarding
  • Coaching and mentoring
  • Trend analysis
  • Teamwork and collaboration
  • Computer skills
  • Problem-solving
  • Attention to detail
  • Multitasking
  • Hiring and training
  • Customer relationship management
  • Employee coaching and mentoring
  • Problem-solving aptitude

Certification

  • Train the Trainer
  • CompTIA A+ (220-1002) Cert Prep
  • 4: Command-Line Interface and Scripting Languages
  • Linux System Engineer: Networking and SSH
  • Leadership Tips, Tactics, and Advice
  • Working with Upset Customers

Personal Information

Title: Manager, Product Support

Timeline

Manager, Product Support

OpenText
01.2023 - 04.2025

Technical Support Team Lead

Zix
08.2021 - 01.2023

Senior Technical Specialist (Level 3) Support Engineer

Zix
04.2015 - 08.2021

Senior Information Security Engineer

CONEXIS
11.2009 - 04.2015

IT Senior Helpdesk Engineer

CONEXIS
11.2008 - 11.2009

Help desk analyst III

Accenture
04.2003 - 11.2003

Senior Helpdesk Lead/Manager

EarthLink
12.1996 - 03.2003

Computer Science -

North Lake College

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Steven Chris Studt