Project Manager Software
Resume:
Robert Richardson - MCP
Hackettstown, New Jersey 07840
******@*******.***
Computer Software & Hardware Repair/Support Technician/Lead: Desktop
Support & Help Desk Tier 1, 2 & 3
Objective
I am an efficient, proactive, organized, motivated, and detail oriented
professional looking to obtain a position where I can continue to develop
my skills while benefiting the company with my existing knowledge and
drive. I will get the job done myself or on a team to meet your needs.
I'm also an analytical thinker which is useful in all areas. Proven track
record of working in multiple environments simultaneously. Excellent
communication, personal and organizational skills.
Technical experience
0. Troubleshoot/Repair/Configure: software & hardware for- HP, Dell,
Compaq, Toshiba, IBM, Micron & Gateway Laptops & Desktops including:
Latitude, Tecra, Prot g , TE2000, Deskpro, Armada, and Professional
Workstations IBM T & M series & other various compatible components,
PDA's, HP & Xerox printers. Customer Service Rep. Respond to customer
inquiries regarding technical support. Proven ability to address and
resolve issues.
1. Monitor ticket Ques and respond quickly to Help Desk problem tickets
w/ Merckury, Peregrine, Service Center, Magic, Remedy, Clarify/Antenna,
HEAT, and HelpQ/CustomerQ to meet strict SLA's & Manage Que to delegate
tickets to techs and insure updates & follow ups.
2. Software troubleshooting including Microsoft DOS 6.22, Windows 3.11,
95, 98, NT4.0,W2K, & XP, Microsoft Office97- 2k3 and MS Outlook
&Express, 2K/2K2, GroupWise mail/MS Mail/(light)Lotus Notes,
Rumba,Expenselink, AS400, Wireless, Enrole (ID/Password Account
management), IE up to 7.0 & Netscape, Firmware, BIOS, memory & patch
upgrades, A/V set ups (Conference Room)
3. Desktop & Helpdesk Technician in high volume offices- one on one
troubleshooting & resolution, as well as training
4. Installations, upgrades & builds (Ghost, Powerquest, eCore & WBF)
Hardware & Software - setup and testing of both & peripherals. Network
&Local issues for users resolved by myself and team.
5. Minor printer repair- rollers, fusers, ink, jams, cleanings etc.
6. Remote troubleshooting -PC.A., Net meeting, Console1 etc (Logging
into users pc from my pc to work on it)
7. Network Administration & Troubleshooting of- connectivity, password
issues and/or rights issues (Novell) Netware Administrator & some
Active Directory
8. Evaluating/Enhancing System Performance- clean up/back up old files
from HD, adding memory, checking for tested software, virtual memory
settings, upgrading hardware or monitors and settings.
9. Assist team w/ Application, Hardware & OS Roll-outs- in lab or going
to user pc's to install new software/hardware.
10. Asset management- Receive/ship inventory, serial # logging, tracking,
control of all hardware and software in the Remedy system or on Champs
(Vax based purchasing application), Office package or log books.
11. Configuration and testing of Remote Access/Dial-in, VPN Resolve Dial-
in issues, instruct users "how to" using hard/soft tokens, including
wireless.
12. Use of Netware Administrator/Console One and Active Directory -
Password/ID/Account set/resets and to give rights when needed.
13. Strong Communication & escalation/status/follow up skills, great
Multitasker, Ability to interact with users in all levels of the
organization, non technical, local and remote. Adaptable to new systems
and methods
14. Knowledge of IT operations, workflow processes and procedures to
resolve inquiries independently. Ability to use good judgment for
escalation.
15. WinInstall or Application Explorer Zenworks- used to install software
(new or upgrades), experience deploying applications on PCs
16. Able to correctly disconnect and re-connect hardware such as laptops,
desktops, wireless devices and then troubleshoot once all is
reconnected.
17. Able to add / modify users, machines & rights in Active Directory,
work with OU (Organization Unit).
18. Demonstrated results from end to end (requirements to implementation)
hands-on technical experience
19. Ghost, Power Quest & Altiris, eCore software-for computer build
Imaging/Archiving/EDC for FDA audits
20. Enforcing compliance with prescribed requirements, responsibilities
and procedures of FDA rules
21. IMAC duties - scheduling w/ client and tech, installs, need
assessment and documentation
22. Work as part of an IT team to coordinate the release of software
upgrades
23. Maintain system availability, reliability and performance
24. Ability to anticipate, identify and mitigate risks
25. Knowledge of automated PC build processes
26. Asset management /Inventory tagging
27. Delegation of equipment & work load
28. MacAfee, Norton, Ad-Ware, Spy Bot
29. Train Users on Applications
30. Experience in application integration
31. Y2K testing/research/trial
32. Internet Information Searching
33. Use of Test beds & Tech writing
34. Plan, document and test procedures
35. Data entry (comparison/revision)
36. Installation of service packs, patches, and hot fixes
37. Quality Assurance
38. Type 40 WPM
39. Test & Certify software/ hardware
40. Follow strict SOP's
41. PC refresh projects
42. PC and Data migration
43. Project manager for roll-outs
44. Leadership qualities & roles
45. A/V Conference room set up
46. Maintain knowledge base of known problem resolutions and technical
information
47. Excellent documentation and written communication skills for future
reference.
48. Self directed with a strong sense of commitment
Present- Self employment (Due to mass lay offs, mergers & downsizing) -
PC Tech support
Jul 17 '10- Oct 22 '10 PHNS- Tech Refresh/Deskside Technician- Working
alone to gather software inventory on users pc's, receive new hardware
inventory, image new pc's via SMS, test apps on new platform, configure
per user needs/reqs, set up all areas in MS Active Directory, deploy
McAfee via EPO agent tool, Schedule w/ users for redeploy & set up,
then recover old equipment pull hard drives label them and create/keep
spreadsheets for disposal along w/ Asset Management of anti theft tags.
Responsible for resolving problems & performing IMACs within Service
Level Agreement objectives. Multitask as desk side pc issue support
tech as well. Dell, IBM, MS Office 03 &10
Win XP SP3, IE8.
Nov 2 '09 - May 20 '10 Compucom- Team Lead/Manager for high volume walk-
in PC Service Center in Corp HQ: In charge of day to day activities and
4 technicians. Supervises and coaches assigned staff, makes employment-
related decisions (e.g. hiring, promotion, demotion, termination),
addresses disciplinary issues, and appraises performance. Main
interface to the client and to regional infrastructure and key contacts
in the other competencies, i.e. network team, server admin, etc., in
order to ensure that the proper team is aware of, and taking action on
the problem. Monitor ticket system and resolve emergency issues while
delegating standard requests to the team as well as take all walk-ins
simultaneously, along w/ resolving Desk side issues. Duties also
include- hardware refreshes and upgrades, migrations to newer systems
including data/.pst retention w/ limited down time, back ups and
reimages, see that all issues are resolved while meeting SLA's, ensure
techs are keeping service area clean, stocked (Asset Management) and
ready for workloads, develop policies and procedures, support satellite
sites as well w/ same duties as well as shipping hardware they may be
in need of or repairing the pc and sending back out. Test fixes and
perform post-resolution follow-ups with the Business Process Owners to
ensure problems have been adequately resolved- ie: Mcafee issue 4/10 &
Merger migration. Interfaces with other groups on implementation.
Consults w/ senior management on extraordinary matters when needed.
IBM, Dell, eCore imaging, win XP, MS Office Suite 03, VPN.
Jul '08 - Jan '09 Watson Pharmaceuticals, Inc. - Network/PC Support
Specialist II - Desktop support team of 2 supporting end users in a
Corporate HQ setting & via Phone. Duties include: Ticket Que
monitoring, Hardware & Software troubleshooting and/or replacement,
upgrades, Altiris/BartPE imaging- installations, testing; and
troubleshooting, refreshes of HP, IBM Lenovo T series & Windows XP,
basic network troubleshooting to isolate and diagnose common system
problems, install and configure computer equipment with required
software programs and applications and prepare computer equipment for
operation, monitor network closets, cabling and IP address management,
update McAfee Anti-Virus, software distribution, provide problem
resolutions for issues identified by Helpdesk and/or monitoring tools,
contact software and hardware vendors to request service on defective
products, review current computer systems, peripherals and procedures
and streamline as applicable, perform end user training for all IT
supported systems, TCP/IP; Lotus Notes 6.5 and the Microsoft Office
Professional suite, set up of switches/hubs, telecommunication &
Conference room Audio/Video equipment w/ Polycom & laptop set ups, desk
phone set ups (TTI & some punch downs) Light Active Directory usage.
Perform analysis of Level 3 service requests and report cause and
options to resolve. Assist the engineering team with routine
maintenance of the corporate standard and automated build processes &
report bugs w/ image, advise on new models of hardware i.e.- laptops,
tablets, desktops. Provide support for vendor products, work with
business customer until vendor product is configured correctly &
participate in software upgrades to the product. Follow FDA, and other
regulatory requirements. Implement precise documentation of installs
and/or changes. Handle multiple priorities and meet aggressive
deadlines. PM on the implementation of site wide usage of Xerox
Workcenter all-in-ones. Completing a project where I saved the Co time
& money with their usage & improved service and/or the environment.
Demonstrating appropriate levels of ownership and accountability. Sole
hardware tech for HQ field reps, as well as shipping & receiving duties
for all hardware.
Jun '05 - Jan 31, '08 Kemtah Pharma- Desktop Engineering & phone support
Teir3 team of 4 supporting 2k users in house & field. (sales force
support) Desk side & Phone-Troubleshoot/Repair/Build/Configure- Win 2k,
XP, (some Vista and Mac exp.)- Hardware refresh projects, Dell D,GX and
Optiplex series) & HP pc's, certify the use of software applications
and hardware in standard Desktop environment, Xerox networking/set-up,
Console One, Novell, Active Directory, IRI, Zenworks, Pc Docs,
GroupWise mail, WBF/Ghost imaging, Office suite, Outlook, Peregrine
Service Center monitoring system for problem tickets, Odyssey wireless,
Citrix, Documentum, IMS Dataview. Log problem descriptions and actions
taken to resolve user calls, Install new software drivers when new
equipment is added or moved, Troubleshoot application problems, Install
software on stand-alone/node PCs/laptops as needed, provide Tier III
support and troubleshooting Standard Desktop environment, test & tweak
build processes. Chosen to build our test lab, which is still in use.
Manage daily inventory levels, Asset Management- tagging inventory &
logging into Remedy software, Documenting/creating processes for Asset
management & other areas. Order, receive and return equipment
needed/ordered, IMAC duties as well. Effective verbal and written
communications skills to both Senior Management and technical staff,
guiding the technical efforts of team members
Ability to manage within high-pressure situations
Experience in Desktop Operating Systems & Hardware migrations - Project
Manager on some
Support for remote access, VPN, Scan hard drives for viruses, Remote
control via Net meeting or Console 1 to readily resolve end users
problems, Assist with PC moves, Conference room set ups, research
technical problems/issues, Follow-up with users and technical staff to
ensure problem resolution and customer satisfaction, monitor Helpdesk
System and post resolutions to a knowledgebase, Act as Application
Technical Owner for key apps - IRI. Left legacy plan still in place-
Designed and built lab, improving turn-around time lowering down time.
Oversaw rollouts from start to finish.
Jan '05 - May '05 Information Services International- Desktop support
team of 3 supporting 300 users-Monitoring a Que (Magic) & special
assignments, (fixing all hardware issues myself), sales force support,
Troubleshooting all software problems, building/configuring new
laptops/desktops for users, upgrading(software/hardware), imaging,
Novell 5.1 Netware Admin, server Admin & tape back ups, Network & IP
printing set ups, all Asset management., Conference room media
Audio/Video support w/ Polycom (liaison w/ vendor for parts &
upgrades), Dell Latitude & GX models w/ Win2K along w/ Asset management
& IMAC duties.
49. Jul. '04- Jan '05 Novartis- Pharma - Laptop support (IBM/Toshiba),
QC, Electronic Data Capture, Imaging, Builds, file conversions-rtf/pdf,
Asset management. Follow very strict rules/guidelines for all tasks,
FDA, Clinical Trials, support N&S America, Canada,Mexico, Lotus Notes
usage, asset tagging inventory, Enforcing compliance with prescribed
requirements, responsibilities and procedures of FDA rules.
Clinical Database Administration, Team Lead and Project Manager for FDA
inventory, guiding the technical efforts of team members
Aug. 18 '03- Jan. 9 '04 CGI/Aventis Pharma.- Tech support for 6k in
house & field users sales force support - Getting them hardware or
troubleshooting software issues (in house or on the phone), testing &
repairing IBM Thinkpads, HP printers and peripherals. Tracking with
Remedy, ordering hardware i.e. - Hard drives, Rom drives etc. Win 2000,
PDA's, Asset Management- keep track of and dispose of old equipment
received, and keep track of equipment issued to each user, asset
tagging inventory, swap bad inventory under warranty, for new equipment
& IMAC. Shipping & Receiving duties for all hardware.
May 30, 2002- Jun 04, '03 Manpower- Desktop and Laptop software&
hardware support for 2 offices (myself), numerous models & OS's (Dell,
Toshiba, Compaq/98,2000 & XP) Troubleshoot and fix software issues and
repair hardware issues. Toshiba- TAT, Compaq- APS & Dell-DCSE
certified, Asset Management- asset tagging inventory & logging, RMA
returns & PO ordering Hardware for sales force support.
Supporting a global community using Remedy software to monitor tickets &
Antenna/Clarify for hardware tickets, including IMAC.
Ship/Receive/Order/Test/Return (RMA) new & used hardware & Log & Track
it.
Apr, 2002- May, '02 Andrew Personnel/DTW- Data Entry (short term) Use
of scanners & graphic software to copy data into folders.
July 2001- Dec '01 Freelance work for self, Integrated Minds, & Rollouts
Inc. - Hardware/software installs & upgrades-PC's & POS hardware at
store sites.
April 2001- June '01 RCM/Tiffany &Co. Helpdesk, Desktop & Phone
Support(24/7 Global support) of NT 4.0, office 97, Novell 4.11, POS
mainframe, password issues w/ Enrole (issuing rights and profiles via
console), data comparison using spreadsheets (Excel), software, network
connectivity, conference set ups, POS, sales force support and Internet
troubleshooting. (high call volume) Project Manager/ Team Lead for roll-
out, guiding the technical efforts of team members to provide support
for vendor product, integrate the application into their environments &
work with business customer until vendor product is configured
correctly.
August, 2000-Nov.3, 2000 Renner-Brown/Anadigics Warren, NJ- Desktop
&Phone support- Troubleshoot /Fix 95/98/NT, Dial-out set up, testing
and training, PC configurations/ builds and set-ups, (hard & software),
A/V set ups, Ghosting, imaging, printer service, roll-out of scanner pc
packages, software/hardware installs, IMAC's & upgrades.
Jan. 04, 2000, -July 2000 RCM Technologies/ KNOLL (BASF) Pharma -
Helpdesk, Desktop, phone support & Que ticket delegation &
Configurations.
NT4.0/98 Account & OS management dial-in set-up, test & train, Builds,
printer issues, interaction of 1,000 users w/ pc issues, light Novell
Network Admin. Software upgrades from scratch or Wininstall. Compaq
Hardware, Asset Management- asset tagging inventory & IMAC.
Aug. 1999- Jan. 2000 Integrated Minds & Freelance- software/hardware
repair & upgrades
June 1999- Aug.1999 RCM Technologies/ Isolatek International - Desktop
support: Configurations of
95/98/NT4.0, handle all pc & printer issues, hardware/software PC
builds & configurations, Asset management. & IMAC (on a team of 2) set
up conference rm for meetings.
Apr.1997 -Sept. 1998 Integro Staffing/BASF Corp. Desktop PC
Tech/Helpdesk Tech
Hardware/Software builds and configurations, Troubleshooting,
Maintain inventory & order equipment via mainframe, 3.11, 95, 98, NT4.0
OS's, upgrades. Ship/Receive/Order/Test/Return (RMA) new & used
hardware & Log & Track it, Asset Management -Associating orders with
POs for fulfillment, Managing daily inventory levels, asset tagging
inventory, and assigning of inventory to IBM technicians based on
needs, track of and dispose of old equipment received & IMAC - PC Depot
Lead. Skill set same as above for all positions
Troubleshoot & Fix
Certificates
A+, Desktop Support, DCSE (Dell Certified Systems Expert),TAT(Toshiba
laptop tech cert.), Compaq-Accredited Platform Specialist, Excel 2003,
W2K class, GroupWise 6.5 classes 1,2,&3, First Aid (Combat Life Saver),
CPR, Superior Crew Member on Tactical Range, Expert Infantryman Badge,
Army Commendation Medal, Good Conduct Medal, Three Army Achievement
Medals, Honorable Discharge. President's physical fitness badge. Excel
2003, Supervisory Management course.
Education
JAN 08 - Feb 08 - New Horizons Tech *MCDST course completed
Oct.-Dec 2007 - WCCC- Supervisory Management course completed
Sept 98- Mar.1999 -Alphatrain Technical School
Desktop Support Cert: Win95/98/NT/2000 Software, Hardware & Network
Troubleshooting
May 1996 - Aug. 1997 Warren County College
Commercial Graphics
50. Courses of study: Graphics, Desktop Publishing and Animation, CAD
Oct.1989- Nov.1993 United States Army - Fort Benning Georgia
Infantry Training
51. In charge of Bradley Fighting Vehicle, Crew & all equipment/assets
52. Troubleshoot and repair communication equipment under sever stress
53. Radio Telecommunications Operator
54. Communications technology training/usage
55. Team Leader (Supervisor) of Ground forces
56. Squad Leader (Manager)
57. Many hours of Leadership training and exp.
58. Maintain extremely strict quality control/assurance to the maximum
level
59. Strict time & personnel management
60. Managing tasks from inception to completion (PM)
1987-1990 Hackettstown High School College Prep Track
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