Robert J. Yarbrough ac2b67@r.postjobfree.com Linkedin

*** ******* **. *******, ****** 97038 503-***-****

IT Global Helpdesk – Systems Administration

Possess more than 20 years of steadily increasing responsibilities and experience in various capacities of Information Technology, desktop, and systems support and management

Extensive experience in managing customer relations providing a progressive and fulfilling interface between ITSM service environment and stakeholders

Highlights of Qualifications

Excellent customer service, verbal and written communication

Ability to work well with people from diverse backgrounds

Motivated team-player ready and able to learn new tasks

Punctual, detail-oriented, organized and hard working

Dependable, honest, and versatile, Excel under pressure

Able to work efficiently in a busy and demanding environment, Able to handle, absorb and document a wide variety of tasks and procedures

oSkill Sets Include: - Active Directory, LDAP, TCP/IP, DHCP, DNS, Active Roles, Windows XP to 2010, SharePoint 2013, Exchange Server 2013, Google Docs, Cisco Unified Communications-Telepresence, Android & IOS, MS Office 2106, Symantec End Point Protection, VMWare, vSphere, SCCM, RDP-RDS, BitLocker Encryption, MST, WordPress, Drupal, Druva Backup, Cisco AnyConnect VPN, Cisco Jabber, IBM Sametime, Bomgar, HP Service Manager, Remedy.

Skills and Experience

Help Desk Analyst – Administrator

Founding Member of the 24hr Global Help Desk for Mentor Graphics Global operations

System Triage

Monitored all WAN/LAN connectivity issues globally.

Conducted major network and power outage triage.

Diagnose, troubleshoot, and resolve hardware, software, network and system problems,

Originated and managed conference bridges for all incidents requiring multi-site staff or technical assets.

Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.

Account Management

Night shift lead supporting 5500 Microsoft and Unix based users in 22 countries via phone, email, network monitoring tools. Documented service requests via HP Service Manager

Manage backup, security, and user help systems.

Configure, monitor, and maintain enterprise applications. Exchange, VPN, Anti-Virus, SCCM, MS Office, VMWare, Cisco UC Telephony, Android, IOS, Google Docs - Drive, and other enterprise software requirements as required.

Create roles, maintain and support Virtual Machines in three regional data centers

All account management in Active Directory and LDAP, including but not limited to….

oExchange and ActiveSync accounts

oGoogle Docs and SharePoint Accounts

oService and group accounts

oCreate and managed scripted, static, and security enabled distribution groups

oCreate and Managed GPOs, (Group Policy)

User Training

Develop training materials and procedures, trained users in the proper use of hardware, software, and other system resources

Train staff and users to work with computer systems and proprietary applications.

Strong advocate for creating end user self-help tools and documentation.

Developed end user documentation, training materials, self-help guides and procedures via email templates, Drupal, WordPress and SharePoint content. Building on best practices with an emphasis on self-resolution of common end user issues

End User Support

Resolve or escalate as needed all customer questions or issues. 85% first call resolution.

Develop documentation and revise system design procedures, test procedures, and quality standards.

Provided and user technical support for voice services and equipment, voice mail system, and telecom system. Primarily via the Cisco Unified Communications Platform

Configure, monitor, and maintain enterprise email applications, VPN, Anti-Virus, MS office VMWare and software.

Provide network and home based users with direct technical support for all computer and networking problems, using Bomgar, WebEx, MSTSC, and other remote connectivity tools

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Provide staff and users with assistance in solving computer related problems, such as hardware malfunctions, program, and network based issues.

Proficient in all Windows Operating systems, up to and including Windows 10, Working knowledge of Linux, and Macintosh platforms

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. All actions recorded in Remedy or HPSM tracking systems

Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications, software licensing, and configurations.

Work History

Mentor Graphics (Wilsonville) Help Desk – Systems Admin 2007-2017

Gartmore Morely Asset Fund (Lake Oswego) Local IT - Systems Admin 2006-2007

GE Security (Tualatin) Local IT - Asset Management 2004-2006

Florida Power and Light (Miami) Help Desk Level I 1998-2003

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