Posted by Nexigen Nexigen Press Room

May 19, 2015

Nexigen is happy to welcome Steve Ristau as Services Manager, adding leadership to our growing team of Technology Professionals.  Steve, who will head our entire service and support deliver, brings over 30 years of experience in technology services, technology management, and various regulations' compliance support and implementation.

 

Steve’s most recent work experience included Service Desk Manager for Vantiv (Formerly Fifth Third Processing Solutions), where he:

• Led a large team of technical resources focused on all aspects of the procurement, deployment, operations and engineering of the more than 4500 endpoints and nearly 1000 remote users

• Successfully migrated the Windows XP environment to the Windows 8.1 platform including application rationalization, user state migration and role based access and entitlement methodologies

• Developed a comprehensive “desktop image” utilizing Microsoft SCCM/MDT and WSUS along with group policy, logon scripts, registry edits, proxy PAC files, Bit9 application control, Mandiant cyber security, Websense filtering, McAfee endpoint encryption and DLP

• With a focus on compliance and vulnerability management, developed rigorous software patching procedures

• Developed procedures for documenting, prioritizing, assigning, escalating and completing over 500 incidents and 600 work orders per month within established service level guidelines

• Developed a comprehensive life cycle management process to address the selection, procurement, receipt, inventory, tracking, repair, refresh and disposal of all desktop and mobile fixed assets

• Developed procedures for on-boarding and off-boarding all Vantiv employees across 9 campuses

• Utilized key metrics regarding arrival rate, response time, resolution time, average speed to answer, average handle time, abandon rate and first call resolution for both training and continuous process improvement

• Managed key vendor relationships with Microsoft, Dell, Lenovo, Xerox, Sharp, Pomeroy, Polycom, BlueJeans, Haivision, SoundCom, McAfee, Foxit, and TeamViewer

 

Prior to Vantiv, Steve held similar roles with Dayton Public Schools and NCR Corp. And while he can qualify complex concepts as well as develop initiatives for communicating to staffers who are non-technical, Steve is all about the white glove treatment he provides to clients and to others at Nexigen. Nexigen founder Jon Salisbury states “Steve’s not only an exceptional technology manager – he’s also easy to relate to.”  Steve himself says, “Customer service is in my DNA.”

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