Customer Service Management

David Robbins, Jr.

Danville, IN *****

Home 317-***-****

abkgeh@r.postjobfree.com

Director/Web Developer/Desktop Support

*/**** – Present Extra Musical www.extramusical.com

Oversee project management of web development, customer service, desktop support and network activities. Windows Office,

XP, Vista, SEO, HTML, PHP, MySQL.

Contract work with Dell/HP- Network Printer Rollout, Field Service Technician- Memory Upgrades, DR

Pepper Cat5E Cable Run and Kiosk Install. Geeks on Site Contract -Hardware Installation, Network, Printers,

Laptops and Desktop Support Field Service, Onsite Technical Support, Administrative Duties, Time management and

Scheduling of Calls. Teleaid- Cat6 new office building install.

2/2009-6/2009 Dell temp assignment St Vincents/Ingersoll Rand

• Data migration Lotus Notes, Novell NAL, Netware, and Groupwise Archive.

Asset Management, Printer Migration-Rollout, Large Scale Hospital Enviroment. Data migration of Outlook PST’s,

Lotus Notes archives, XP profile and documents, ghost multicast imaging, light network activity, asset management,

PC builds and deployment. Project extended-last of 3 techs. Also did tier 2/3 site support.

Help Desk Analyst – Sallie Mae

8/2008-2/2009 Temp assignment with Sallie Mae

• Password Resets, Service Desk ticketing system, SSL VPN, SecurID, Citrix, active directory, Remote connection,

Novell, Desktop, Laptop, Groupwise, exchange server, Office 2007, Network Printers, Outlook and blackberry support.

Originally a 3 month assignment.

Desktop Support Tech/Deployment Specialist

5/2008-8/2008 Temp assignment with St. Vincent Hospitals

• PC assessments, re-image, and deployment using ghost and network driven installations. Windows 2000 to Windows

XP migration and Quest upgrade. Asset management and PC builds.

Help Desk Analyst

3/2008 – 5/2008 Temp assignment with Telamon

End-user consumer PC troubleshooting and support. Data entry in custom CRM. Vista, MAC, Linux. TCP/IP, and ISP

support. Firewall monitoring.

GM/Web Developer/Desktop Support

2/2000 – Present Extra Musical www.extramusical.com

See description above.

Microcomputer Specialist

5/1996 - 2/2000 SCT, Indianapolis, IN

MCP/MCDST Equivalency. PC, Mainframe, Network Hardware/Software/Cabling Level 2 Tech Support Level 2

Helpdesk Did punch down and run of CAT5, coax troubleshooting, node/client repair, network

diagnostic/repair, pc setup installation, ghosting, imaging, switches, routers, firewalls, and wireless access points.

Responded to and resolved problem tickets assigned by the Desktop Support Center requiring desk-side support /

resolution within the designated Service Level Agreement (SLA). Logged and tracked all customer questions and

problems through resolution in Heat. Escalated customer problems by following documented escalation procedures.

Wrote, updated, and distributed technical and/or troubleshooting tips and knowledgebase documentation to the

Desktop Support Center staff. 30% travel. Completed research and special projects as assigned. Completed

Deployment Project involving over 1000 PC's

Education

1/1992 - 5/1996 IUPUI, Indianapolis, IN

2 Year Business Certificate from IU

Intro to Computing

2009 TechSkills - MCSA Courseware

Certifications

Comptia A+ Essentials - scored 843 out of 900

Comptia A+ IT Technician – scored 825 out of 900

On last assignment before Network+ Test

Microsoft Certifications

Outlook – Getting Started 10/19/2008

New Ribbon Interface 4/8/2008

Intro to Exchange 2007 Server 10/19/2008

Word 2007 – Getting Started 10/19/2008

Excel 2007 – Getting Started 10/19/2008

Dell Certifications (5 Dell Certifications Not listed)

787 Desktops ATX V.1 Certification 2/12/2009

722 Trusted Advisor for Field Service 2/12/2009

640 DSP Customer Experience V.2.5 Certification 2/12/2009

702 Managed Deployment Tech Lead Assessment Rev. A01 2/12/2009

577 Basic Wireless Technology – Certification 2/12/2009

685 DMS (NON_DSP) Client Softskills Certification 2/12/2009

Skills

Skill Name Skill Level Last Used/Experience-Years

Active Directory Intermediate Currently used/8

Exchange 2007 Beginner Currently Used/1

Ghost Intermediate Currently Used/10

Groupwise Intermediate Currently Used/8

Linux Intermediate Currently used/1

Mac Beginner Recently Used/1

Netware Admin/Console One Intermediate Currently Used/6

Lotus Notes Intermediate Currently Used/1

Microsoft Frontpage 2003 Intermediate Currently used/6

Microsoft Office Expert Currently Used/10

Microsoft Office 2003 Expert Currently used/6

Microsoft Office 2007 Expert Currently used/1

Microsoft Windows 3.0 Intermediate +4 years ago/4

MS Dos Intermediate Currently used/14

Novell Netware Intermediate Currently Used/12

Outlook Intermediate Currently Used/7

TCP/IP Intermediate Currently used/10

Windows 95,98,ME Expert Currently used/10

Windows 2000 Expert Currently Used/7

Windows Server 2003 Intermediate Currently Used/1

Windows Vista Expert Currently used/2

Windows XP/XP Pro Expert Currently used/6

Windows 7 Intermediate Currently used/1

References

Reference Name Phone Email Type

Jeff Brewster 317-***-**** abkgeh@r.postjobfree.com Professional

Pastor Dean Devries 765-***-**** abkgeh@r.postjobfree.com Personal

Darrin Trapp 765-***-**** abkgeh@r.postjobfree.com Professional

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