Steve Tonon

117 Sandalwood Court

Walkersville, MD 21793
301-788-5557
tonon_steve@hotmail.com

Goal oriented help desk technician with eight years of experience in diagnosing and resolving technical problems in a high-
pressure multi-user environment. Advanced knowledge of Windows XP, Vista, 7; Mac OSX; Linux Ubuntu; Microsoft Office;
Microsoft Outlook; Exchange e-mail client and Internet access issues. Experience in project management and team
leadership.

• Provide Tier I and II Help Desk support as a part of a two person Help Desk staff under intense conditions for over
500 employees locally (200) and remotely (300).
• Closing out more trouble tickets than any other employee in company history, over 5,000 tickets, working with the
Humane Society of the United States.
• Manage IT projects including departmental moves, coordinated group software installs, and board meeting set ups.
• Help develop strategies to stabilize and ensure a more efficient Help Desk.
• Train and ensured smooth learning transition for new Help Desk personnel.

Skills Software/Hardware/Network Installation/Troubleshooting, Windows 98/2000/Server

2003/XP/Vista/7, MacOSX, Linux Ubuntu, MS Office 2003/2007/2010 (Beta), Active
Directory, Exchange Systems Manager, Trouble Ticketing (Altiris, Elementool, ZenDesk),
User Inventory (Altiris, CMas360, Kaseya ProSuite) Symantec Ghost, AV Support
(Symantec 9/10/11/EPP, TrendMicro, Microsoft Security Essentials), Cisco VPN, PDA
Support (Treo/BlackBerry/BlackJack/iPhone), Remote Desktop, LAN Cabling/Patch
Panels/Routers/Hubs & Switches, Printer Repair, Citrix (GoToAssist, GoToWebinar, Web
Access Gateway), HTML, CSS, JavaScript, FTP, Photoshop CS4, Dreamweaver CS4, etc.
Work History Tier II Help Desk Support | HSUS - Humane Society of the U.S. | Gaithersburg, MD | 01/2008-
Present
The Humane Society of the United States is the nation's largest and most effective animal protection
organization—backed by 11 million Americans, or one in every 28. Established in 1954, The HSUS seeks a
humane and sustainable world for all animals—a world that will also benefit people. They are America's
mainstream force against cruelty, exploitation and neglect, as well as the most trusted voice extolling the
human-animal bond.
• Provide a wide degree of IT technical support via phone, e-mail, and desktop.
• Manage and coordinated several IT projects such as user moves, board meeting set up and
coordination, software upgrades, and user training.
• Use Altiris and ZenDesk ticketing systems.
• Utilize Citrix GoToAssist and Kaseya ProSuite to assist remote users.
• Use Altiris Agent and Kaseya Agent to track user inventory.
• Utilize Active Directory in Windows Server 2003 for account changes such as new account
creation, password resets and unlocking accounts, adding e-mail addresses, changing
exchange e-mail storage limits, changing security permissions, and changing
distribution/security list permissions.
• Utilize Exchange Systems Manager in Windows Server 2003 for public folder changes, creation,
or changes to security settings.
• Image laptops and desktops with Symantec Ghost.
• Back up user data with external HDD and migrated data to newer or updated source.
• Deploy and install Dell desktops, laptops, docking stations, monitors, etc.
• Deploy, repair, and install, HP/Lexmark/Canon/Samsung/Brother printers.
• Tie in local users to Netgear/Trendnet 4 and 8 port gigabit switches and tested connectivity.
• Install and provide troubleshooting for Verizon and AT&T PC and USB air cards.
• Provide new user orientations based on IT and company guidelines.
• Provide heavy MS Office 2003/2007 support, with emphasis on Outlook and Exchange issues.
• Provide Citrix Access Gateway & Cisco VPN login and connectivity support.
• Configure e-mail exchange account and provide troubleshooting support for
Treo/BlackJack/BlackBerry with Windows Mobile.
• Configure e-mail exchange account and provide troubleshooting support for iPhone 3G/3GS.
• Set up and provide support for meetings with projectors and sound systems.
• Provide basic Mac OSX and Entourage e-mail support.

Environment: OS: Windows 2000, Server 2003, XP, Vista, 7, Mobile, Mac OSX, iPhone | PC and Laptop Models:
Dell, HP, Toshiba, Macintosh, Lenovo | Ticketing Systems: Altiris, ZenDesk | Software: Microsoft Office
2003/2007/2010 (Beta), Symantec AV 9/10/11/EPP, TrendMicro, Altiris Inventory Agent, Kaseya ProSuite, Ghost,
Adobe (Acrobat, Photoshop CS4, Dreamweaver CS4, etc., ACT!, FRx, Great Plains, Raiser’s Edge, Remote
Desktop, Malwarebytes’ Anti-Malware, CCleaner, Citrix GoToAssist/GoToWebinar/Access Gateway, Cisco VPN,
Google Postini | Hardware: Printers (HP/Lexmark/Canon/Samsung/Brother), Dell Docking Stations/Monitors,
PDAs (Palm/Treo/Samsung Blackberry, BlackJack/iPhone), HDD, External HDD, IDE/SATA-to-USB HDD Device,
Aircards (Verizon/AT&T), MBs, CPUs, RAM, Video/Sound Cards, CD/DVD ROM/RW Drives, 4-8 Port Switches, KVM
Switches, etc.

Tier I Help Desk Support | NPR – National Public Radio | Washington, D.C. | 11/2006-12/2007
 NPR – National Public Radio is an internationally acclaimed producer and distributor of noncommercial
news, talk, and entertainment programming. A privately supported, not-for-profit membership organization,
NPR produces and distributes programming that reaches a combined audience of 26.4 million listeners
weekly. NPR Member organizations operate 784 stations, and another 117 public radio stations also present
NPR programs, for a total of more than 900 stations nationwide who broadcast NPR programming. Each NPR
Member Station serves local listeners with a distinctive combination of national and local programming. With
original online content and audio streaming, NPR.org offers hourly newscasts, special features and ten years
of archived audio and information.
• Provided Tier 1 help desk support to customers calling and e-mailing the help desk.
• Logged incoming problems into the trouble ticketing tool (Elementool) and properly escalated
unresolved issues to Tier 2 support work groups.
• Assisted users with website navigation and radio programming subscription issues on
subscription website.
• Provided support for browser issues and Internet connectivity.
• Performed research on solutions to problems for future use and added to knowledge base.
• Conducted customer satisfaction surveys and entered them into a database.
• Monitored live radio feeds for interruptions and relayed any issues to Network Operations
Center.

Environment: OS: Windows 2000, XP | PC and Laptop Models: Dell | Ticketing Systems: Elementool | Software:
Microsoft Office 2003, Adobe Acrobat Professional 8.0; Live Radio Feed Monitoring Software

Network Installation Technician | Dell / NMCI Project (TEKsystems) | Springfield, VA |10/2006

Dell / NMCI Project was a partnership between Dell and NMCI for new equipment and security upgrades.
Dell contracted TEKsystems to assist in this project.
• Deployed new Desktops, Notebooks and Printers
• Migrated legacy data via crossover
• Setup Custom Navy VPN script/client (BuRAS) that authenticated via end users CAC
(SmartCard)

Environment: OS: Windows XP | Desktop/Laptop Models: Dell | Software: Microsoft Office 2003

Web/Graphic Designer, IT Tech | Professional Surveyor Magazine | Frederick, Maryland | 08/03-

02/04
Professional Surveyor Magazine covers land, aerial, and hydrographic surveying, informing professionals
in the surveying, mapping, engineering, GIS, and related geomatics fields. Professional Surveyor Magazine is
sent to more than 37,000 surveying professionals every month.
• Worked in group to address problem solving and advertising issues regarding company
website.
• Reorganized and edited existing websites, images, and backgrounds; coded in XHTML, CSS,
and JavaScript in Dreamweaver MX; edited images with Photoshop and ImageReady.
• Prepared and presented new magazine covers and new website designs.
• Prepared media kit and programmed media kit CDs.
• Provided support for 4 and 8-port switches and cabling for patch panels.

Environment: OS: Windows 98, 2000, ME, XP; Mac OSX | Desktop/Laptop Models: Dell, Compaq, Toshiba, and
Macintosh | Software: Microsoft Office 2003, Dreamweaver MX, Adobe Photoshop 7/CS, SmartFTP | Hardware: 4
and 8 port switches, patch cabling

Commercial Imaging Operator/Tech | Moore Business Comm. | Thurmont, Maryland | 03/03-

01/04
Moore Business Communications (Now R.R. Donnelly) is a global provider of integrated
communications. Founded more than 145 years ago, the company works collaboratively with more than
60,000 customers worldwide to develop custom communications solutions that reduce costs, enhance ROI
and ensure compliance. Drawing on a range of proprietary and commercially available digital and
conventional technologies deployed across four continents, the company employs a suite of leading Internet
based capabilities and other resources to provide premedia, printing, logistics and business process
outsourcing services to leading clients in virtually every private and public sector.
• Operated, supervised, and repaired Xerox and IBM industrial printers.
• Sorted and organized stacks of printed invoices.
• Operated, supervised and repaired book binderies and book cutters.
• Operated and supervised credit card production machines.
• Filed and sorted incoming mail.

Environment: Hardware: Commercial IBM/Xerox Copiers/Printers, Credit Card Printers, Industrial Book
Cutting/Binding Machines

Tier I Help Desk Support, Web Editor | Enterprise Computer Sys. | Frederick, Maryland | 01/02-
02/03
Enterprise Computer Systems (ECS) was established in July of 1994. For three years, owner Fred Purnell
devoted himself to building his small computer store into a successful business, specializing in building new
computers and repairing old ones. ECS was a member of the Better Business Bureau of Greater Maryland.
(ECS is no longer in business)
• Provided Tier 1 help desk support to customers calling and e-mailing the help desk.
• Repaired and upgraded software and hardware on computers.
• Assembled new computers.
• Edited website in HTML, CSS, JavaScript.
• Organized and prepared office paperwork.
 Environment: OS: Windows 98, 2000, ME, XP | Desktop/Laptop Models: Dell | Hardware: 4 and 8 port
hubs/switches

Education Associate of Arts, Philosophy | Frederick Comm. College | Frederick, Maryland | In Progress
• Studied abroad in London, UK in Spring 2006 semester
• Grade Point Average: 3.583 out of 4.000

Certificate, Comprehensive Intro to Networking | Learning Tree | Hagerstown, Maryland, USA

| 2009

Certificate, Web Design | Hagerstown Community College | Hagerstown, Maryland, USA | 2000