Philip Robinson

**** ******** **. *** *******, Ca 90037

Email: acesot@r.postjobfree.com

Cell: 213-***-****

Summary

• Over 15 years of experience in the IT industry, and proven knowledge of customer

relations, escalation procedures, and issue ownership.

• Proficient in Symantec Ghost imaging, Deploying, Application, Migration from Windows

XP to windows 7. CCRM, infrastructure support.

• Supported over 1500 end users in a 1st thru 3rd Tier call center environment, maintaining

95% average over all call metrics, in a corporate environment, utilizing various remote

desktop software, VPN and VOIP (Altigent software).

• RSA/ Token Administration, Ace Server administration.

• Successfully installed configured Windows server 2k -2k8, including Exchange

2k3 and active directory administration: Organizational Units, Domains and Sites Mac

OS X Installation and configuration.

• Provided outstanding issue CRM/KB documentation, ensuring end user and team

members are promptly updated of status.

Abilities

• Strong communication, writing and interpersonal skills that promote a team approach to

problem resolution.

• Strong customer service skills.

• Self-motivating individual.

• Ability to handle calls from all levels of technical complexity.

• Ability to learn and support proprietary software quickly and effectively.

• Ability and desire to learn new technologies quickly.

Pomeroy Technologies

Migrations Tech – 01/14/2014– 04/14/2014 (Contract)

Duties: Install/configure/Deploy: Win 7 images, on HP/Dell Laptops/Desktops, Image 33,000 + devices

along with user support, utilizing (CCRM) also all MS updates, and Peripherals. Inbound/Outbound asset

staging.

Fidelity Investments

Migrations Tech - 9/2013 – 12/2013 (Contract)

Duties: Install/configure/Deploy: Win 7 on HP Laptops/Desktops, Image department Image 600+ devices,

utilizing Acronis software, disk imaging, unboxing, boxing old and new assets, shipping as well.

Genesis10/Horseshoe Casino - Cincinnati, Oh

Desktop Support/Analyst - 09/2012 – 11/2013 (Contract)

Duties: Install/configure/Deploy: Win 7 on Dell OptiPlex 3010, Image department specific hard drives,

per specs, Citrix thin client agent/s, Micros POS systems, BOD(Beverage On Demand) Systems, IAPP

systems, ELO touchscreen monitor, Xerox printer configuration.

Support.com California - Los Angeles

Solutions Engineer 09/2011 – 11/2012 (Contract)

Comcast/Xfinity Duties: Complete home solution remote network setup wireless, security e.g., WPA-

PSK, viral/rootkit identification and removal, software installation configuration, all areas

of computer optimization. Responsible for router to computer depending on end user subscription scope.

Chase and Washington Mutual

Lead Technician 10/2013 – 08/2011 (Contract)

WaMu/Chase conversion. Lead technician responsible for managing peripheral removal, installation, and

integration of all workstations, change machine and TCD’s at WaMu (Escondido branch), and the direct

liaison to Chase helpdesk and branch manager from staging to conversion.

• Manage team expectations.

• Manage team, issues, and escalations.

• Communicate team status to Insight Global.

• Ensure all peripherals are installed and functioning properly.

• Ensure MICR printer is setup properly.

• Ensure old assets are properly prepared for disposal/shipment.

• ITIL training.

Target Media Partners

Systems Analyst 1/2008 – 08/2013

(TMP) is an advertising company, my responsibilities range from 1st-3rd Tier support under direct

supervision of the Systems administrator, limited to no supervision required. Multi-state support (travel)

Accomplishments:

• Successful roll out of 300+ employees (8 Dell Servers-300+ end users).

• Install/Configure ESX Server-HP VMotion-VMware.

• Successfully maintain helpdesk issue resolution SLA’s for call center.

• Created Altigent VOIP system quick reference guide for helpdesk team to assist end

users.

Armstrong World Industries, Inc. Addison, TX

Technical Helpdesk 10/2002-1/2008

• Support 1500+ users’ national/international.

• HW/SW install, configure, troubleshoot, (Multi-Tier).

• Active Directory support, account management.

• Printer/server support (print admin).

• VPN Support (Nortel).

• Administer user directory and equipment numbers.

Accomplishment/s

• Assisted in the implementation Global rollout of Lotus Notes R6 to all (U.S. based) Armstrong

employees.

• Supported Implementation of Dell Desktop, Laptop Roll-out of 3,000+ users upgrading from

IBM to Dell.

Legal Research Network, Los Angeles CA, Westwood, CA

Senior Technical Helpdesk Support 4/1998 - 10/2002

• Support 15000+ users national/international (1st and 2nd Tier support).

• Send/Receive inbound/outbound calls/emails.

• Hardware/software configuration, installation and troubleshooting.

• LAN/WAN TCPIP configuration, troubleshooting network connectivity.

• Web based tutorial Support, access, functionality, HW/SW compatibility.

• Direct communication with knowledge services account executives, sales, QA, and

Development teams, troubleshoot both client/server side issues.

• Responsible for (T.A.C) team objectives, priorities, training, and team motivation.

• Weekly call monitoring, submit results to management, matrix evaluation, address

positive and problem areas.

• Create/Maintain TAC (Technical Assistant Center) documentation.

Accomplishment/s

Successfully supported Fortune 500 companies at LRN, maintaining 85- 90% call

resolution.

Successfully created LRN’s first Technical Assistance Center manual, providing process

oriented support and escalation policies.

Supported Software

• NOS: 2k-2k8 OS: XP, Win2k-Win7

• App Suites: MS Office 2k3-2k13, Lotus Notes, CCRM, Adobe, Symantec, Ghost Enterprise

• CRM: Remedy, Heat, SalesForce

• VPN: Nortel, CheckPoint, Cisco

• BackUp: Symantec, Acronis, Veritas Avaya,

• Telecom: Fujitsu PBX Systems

• Network: TCPIP, CMD, WEP,WAP, Remote Desktop, TeamViewer

Education:

Computer Education Institute Los Angeles, Ca. - New Horizon, Addison, TX

• A+ HW/SW (Completed Course)

• MCSE 2000 Trak (Completed Course)

• Lotus Notes Systems Administration (Fast Trak) Lotus Notes R6 System Administration

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