1. STEPHEN SIGRIST
Lincoln, CA 95648 916.600.7642
www.linkedin.com/in/stephensigrist ssigrist@gmail.com
END USER SERVICES TEAM LEAD
IT Infrastructure and Computer Deskside Support | Tracking and Reporting SLA Metrics
Remote Team Supervision
Self-starter and leader with broad-based hardware and software configuration background. Expert at looking at
problems with fresh perspective and resolving system issues, solving problems no one else can solve. Track
record of minimizing downtime and maximizing profits. Efficiently prioritize and assign workflow for reliable
resolution.
Comprehensive personnel management experience, including managing resources at multiple locations across
western United States and off shore. Excellent communication and multi-tasking skills. Known for providing
outstanding onsite and remote assistance and customer service.
Core competencies in:
Microsoft SCCM | Active Directory | Service Now | Remedy
Print Server Management | ITIL
PROFESSIONAL EXPERIENCE
(Contract) Kaiser, Pleasanton, CA
2015 to Present
WDT Sr. Desktop Tech 2015 to
Present
Led team upgrading hardware and software in NCAL Kaiser Pharmacies. Installed configured and setup POS
workstations with required hardware. Worked with Pharmacy business partners to check working components
and verify functionality. Served as SME for printing environment in all pharmacy conversions.
• Gathered information and created print queues on Windows 2008 server.

2. • Led team on remote cut over of new printing environment.
• Continued growth and learning of new technologies at Kaiser.
• Work customer support ticket queues.
IBM, Rancho Cordova, CA 2008 to 2015
End User Services Team Lead
Directed IT team in Managed Health Care Corporation. Managed technology-related activities in information
systems for 4.5K end-users. Planned and coordinated IT projects and project activities. Evaluated project
proposals for feasibility and requirements, including recording and reporting IT department activity. Handled
hardware and software requests. Served as SME for print server management and upgrade of print server from
Win 2003 to Win 2008R2.
• Directed daily operations of department, analyzing workflow, establishing priorities, developing standards,
and setting deadlines.
• Met with department heads, managers, supervisors, vendors, and others, soliciting cooperation and resolving
problems.
• Managed print server migration process, changing process from 5 minute downtime per user to transparent,
completing migration for over 2K users at several office locations with only minimal calls to service desk.
• Exceeded 92% customer satisfaction goal by more than 4% for 2 consecutive years by tracking and reporting
SLA results.
• Improved first call resolution 2% by instituting weekly meeting of Service Desk, Application Packaging, and
Deskside Teams for knowledge transfer.
IBM (Continued)
• Served as point of contact and tester for implementation of Citrix Xen-Desktop, evolving system to support
3K+ users on Xen-Desktop.
• Resolved any ticket over 15 days and reduced open ticket backlog 20% by creating weekly Aged Ticket
meeting.
• Increased remote support both at Service Desk and Deskside Support and improved remote resolution from
35% to 55% by researching, evaluating, and submitting for deployment new remote support tool.
• Served as Subject Matter Expert (SME) for Service Now implementation, exceeding SLA first month after
implementation.
• Coordinated daily operations of department, analyzing workflow, establishing priorities, developing
standards, and setting deadlines.
• Facilitated transition of EUS team from internal to external vendor, ensuring efficient operations.
• Used IBM Global Delivery Framework (Six Sigma / Lean) process, analyzing processes and reducing staffing
35% with best practices applied.

3. • Reduced printer count 75%, creating process for migration from HP printers to Ricoh multi-function devices.
HEALTH NET INC., Rancho Cordova, CA 2003 to 2008
Client Support Services Lead Tech 2004 to 2008
Managed technology-related activities in information systems. Led team in disaster recovery. Served as main
point of contact for site moves / expansion and transformation of office space for 1250 users, 60 users, and 75
users.
• Oversaw transition from W2K to Windows XP upgrade for 4.2K users, ensuring minimal downtime.
• Served as SME for print server management and upgrade of print server from Novell Print services to Win
server 2003.
Network Field Services Technician 2003 to 2004
Performed wiring and network support in desktop and server areas at several locations on day-to-day basis.
Provided network support on projects, including upgrades, moves, expansions, and closures at several assigned
regional sites. Interfaced with multiple departments in planning and execution of projects.
• Worked with outside vendors, completing network cabling and telecom upgrades.
• Completed wiring and expansion at several remote locations throughout U.S., including installation and setup
of switches, routers, servers and desktops.
• Maintained change process for server and switch installation, avoiding unplanned outages and application
unavailability.
ADDITIONAL RELATED EXPERIENCE
RHI TECHNOLOGIES, Sacramento, CA
Desktop Support Tech
NORTEL NETWORKS, Sacramento, CA
Systems Engineer
PACKARD BELL NEC, Sacramento, CA
LAN Admin
Desktop Support
Workstation Engineer Tech
Workstation Repair Tech
QA Auditor
EDUCATION AND CERTIFICATIONS

4. Associates in Applied Science (AAS), Electronics Engineering, ITT, Rancho Cordova, CA