Meet Steve Zellers, Tier II Technical Support Engineer

Tier II Technical Support Engineer, Steve Zellers, joined our team in 2019 when SkyTalk Plus merged with S-NET. Steve is currently responsible for the smooth transition of former SkyTalk clients to S-NET’s services and is excited to see what new challenges his work will bring after the migration.

Tell us a little about your background. How did you choose this career path?

IT was a natural fit for me since I was interested in computers from a very young age. I started building and repairing computers when I was 13, but I received my technical training at the Keesler Air Force Base in Mississippi. I studied Electronic Principles, Computer, Network, Cryptographic & Switching Systems (CNCS), and received extensive Cisco training.

After my service in the Air Force, I had the opportunity to work as an IT Manager for a couple of different companies. In 2013, I was approached by Wes Pace, founder of SkyTalk Plus, to join his new venture. As Technical Support Manager for SkyTalk, I oversaw 4 technicians, and was responsible for escalations, endpoint templates and internal IT as well. I worked there until the company joined forces with S-NET in 2019.

How has your role changed since joining S-NET?

I currently work as a Tier II Technical Support Engineer at S-NET, and I am responsible for migrating former SkyTalk customers to the S-NET Communications platform. My former SkyTalk team are still reporting to me as their supervisor, so my role has not really changed too much. But I know that it will develop further as the migration project winds down, so I am excited to see what new challenges will be coming my way.

Has your work environment changed?

S-NET and SkyTalk have a lot in common, including their culture. I would say that the biggest difference between the two is size. From the moment I first stepped into the S-NET office, I felt like I was accepted into a big family!

What do you enjoy most about your work?

I love figuring out and resolving problems. I could probably equate it to someone enjoying complicated puzzles as a hobby. The most challenging aspect is trying to help resolve an issue that is caused by something outside of my control. I won’t give up on it, though. I always go above and beyond to ensure we can reach a resolution.

I also enjoy learning something new each day. Over the years, I have a gained a great deal of knowledge and understanding of networking, SIP technology and back-end systems. But there is still a lot more to learn and experience. Very exciting!

What have been your most rewarding S-NET projects so far?

I am most proud of the successful migration of our largest and most complex customers. A lot of work and planning went into those projects and they went very smoothly. I also enjoyed migrating SIP trunk customers, and clients who use Adtran IAD systems. It is very challenging to migrate those technologies at high efficiency to keep downtime to an absolute minimum. It was rewarding to see that customers didn’t notice any downtime at all.

How often do you interact with clients?

I interact with our customers and channel partners daily, so this job is not just about technical skills and proficiency. There is also a customer service aspect, and making sure that clients and partners are well taken care of. I am proud that I have developed a good working relationship with many of them, and I really enjoy getting to know them. There are many interesting people out there that I would not have “met” otherwise.

How do you like to unwind after work?

After a hard day’s work, I enjoy immersing myself in the fantasy world of a video game, like the The Legend of Zelda! When I’m not trudging through the virtual Kingdom of Hyrule, I enjoy watching TV shows and movies. I am big fan of Game of Thrones and Westworld, but I also like sci-fi shows and comedies.

I also love traveling. My wife and I got to take a vacation to London and Paris recently, and we had an amazing time! Ireland is next on our bucket list. But I would love to visit London again and have a more relaxed visit. The goal is to have another great trip and experience abroad, wherever that may be.

Tell us one thing most of your coworkers and clients don’t know about you!

During the Holidays, my wife and I go all out decorating for Halloween and Christmas! I have 2 kids, 3 stepchildren and 4 grandchildren, so holidays are great celebrations in our house.