Customer Service C

Denard F . R obinson (703-*-**-****

***** * *****, * * 2 0190 ac2cb1@r.postjobfree.com

CAREER S UMMARY

Accomplished r esults-driven p rofessional w ith o ver t en y ears o f c ustomer s ervice s upport e xperience a nd 5 y ears i n t he I T f ield a s a H elp D esk S pecialist. s trong r eputation f or d eveloping a nd c ultivating corporate r elationships, p roven c ommunication s kills, s earching t o m aximizing r esources a nd p roviding value i n a chieving c orporate o bjectives.

AREA O F E XPERIENCE

● Personnel M gmt. ● Deductive R easoning ● Communication S kills

● Inventory M gmt. ● VMWare ● Active D irectory

● Configuration M gmt. ● ITSM ● WebEx

● Workflow D elegation ● Solarwinds ● Problem S olving S kills

● VOIP ● Maximo ● Mobile D evices

● Adobe A crobat/Connect ● Remedy ● Multi-Tasking

● MS O ffice

2008/2010/2013

● Cisco A ny C onnect ● Quality A ssurance

● Training/ M entoring ● Help D esk S upport ● Data E ntry

● Team B uilding ● Analytical S kills ● Database M gmt.

● Asset M gmt. ● VSphere ● Teamwork s kills

Experience

MARCH 2 016 - M AY 2 017

Department o f J ustice ( ARES S olutions), W ashington D .C. - J r. S ystems E ngineering S pecialist

● Applied s ystematic t roubleshooting m ethodology t o c onsistently a nd a ccurately d iagnose technical p roblems.

● Performed d esktop s upport o n a f requent b asis d ocumenting u sing R emedy t icketing s ystem. Follows u p w ith e scalation p oints o f c ontact t o e nsure s atisfactory r esolution o f e nd u ser t echnical problems a s n eeded.

● Employs c ritical t hinking s kills t o q uickly a ssess e nd u ser n eeds f or h igh a nd l ow v olume s ervice and s upport e nvironments.

● Configured a nd r econfigured m obile/portable d evices i n a t imely m anner f or a ll c ustomers.

● Troubleshoot a nd g ive t he a ppropriate a ssistance w ith a ll l aptop a nd t hin c lients o n a d aily b asis.

● Able t o d etect, d iagnose, a nd r esolve s oftware a nd h ardware f ailures.

● Created a nd m aintained d ocumentation r elated t o s ystem c onfiguration, m apping, p rocess, a nd service r ecords.

● Experience w ith M icrosoft O ffice S uite 3 65, 2 008/2010/2012. Denard F . R obinson

● When u sing A ctive D irectory p rovide t he a ppropriate a ssistance ( if p ossible) t o t he d omain admins.

● Performed w eekly b ackups a nd a ssistance w ith S ymantec E ndpoint E ncryption.

● Created a nd d isable u ser a ccounts a nd r eset p asswords f or A ctive D irectory.

● Assisted w ith G ood M obile C ontrol A dministration.

● Created a nd p rovided b asic e nd-user t roubleshooting a nd d esktop s upport o n W indows, M ac, a nd Android s ystems.

MAY 2 014-MARCH 2 016

Customs B order a nd P rotection, H erndon, V A - J oint A ctivities a nd A ccountability C enter ( JAAC) Technician

● Restored n ormal s ervice o perations a s q uickly a s p ossible a nd t o m inimize t he a dverse i mpact o n business o perations, t hus e nsuring t hat t he b est p ossible l evels o f s ervice q uality a nd a vailability are m aintained.

● Provided t imely n otifications a nd u pdates t o t he e ntire T SD t echnical s upport s taff a nd t o s enior TSD M anagement w ith c omplete a nd a ccurate c ommunication o n a ll e scalated u rgent/critical incidents c e xpedited s ituational a wareness.

● Overseen t he d ay t o d ay o perations o f t he I ncident M anagement p rocess.

● Effective a nd e fficiently m anaged t he f low o f a ll c ustomer i ncidents a nd r equests e scalated t o t he JAAC w ith t he g oal o f e nsuring r esolution o f a ll c ontacts i n a t imely m anner.

● Acknowledged h and-off o f a ll i ncidents t hat a re e scalated t o t he J AAC f rom t he T SD S upport Staff, P rogram O ffices, a nd a ssume o versight o f c ritical/urgent i ncidents.

● Reviewed a ll e scalated i ncident r ecords f or a ccuracy a nd e nsure c omplete i nformation h as b een captured.

● Provided a ccurate a nd t imely c ommunication t o t he a ppropriate T SD d istribution l ist a nd s enior management w ith c urrent s tatus, n ew d evelopments a nd w ork e fforts.

● Novell A dministrator p asswords a nd c reate u ser a ccounts MARCH 2 013 - M AY 2 014

Crown b olt, N orthern V A - M erchandiser

● Implemented c ompany s tandards f or a ppearance a nd a rrangement o f m erchandise. C oordinate signage f or a ny s pecial p romotions.

● Assisted o perations w ith l ayout t o e nsure p roper m erchandise p lacement a nd f low.

● Planned a nd c oordinated m erchandise f low-through.

● Serviced a nd m aintained a ll a ssigned l ocations a ccording t o a s et w eekly v isitation s chedule.

● Verified a ll e lectronically t ransmitted d ata, u sing V OS s ystem f or C BI, a nd u pload s tatus r eport for c ustomer.

● Generated s ales v olume o n p articular m erchandise b y r esearching s ales h istory f igures i n customer s ystems.

SEPTEMBER 2 012 - M ARCH 2 013

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Denard F . R obinson

BAE S ystems, H erndon, V A - H elp D esk S upport A nalyst

● Successfully r esolved T echnical s upport i ssues w hile d ocumenting p roblems a ccurately a nd troubleshooting i ssues t hat m ay a rise.

● Supported e nd u sers t hat u se a w ide v ariety o f h ardware a nd s oftware f rom W indows 2 003 t o 2010.

● Efficiently c reated t ickets f or d esk s upport r equest v ia p hone, e mail a nd s elf-service t icketing system, t roubleshooting q uestions w ithin s cope o f t he p osition w hen p ossible;

● Coordinated n ew s et-ups w ith t ier I I s upport;

● Monitored t he s tatus o f s upport d esk t ickets e nsuring t hey a re c ompleted i n a t imely m anner.

● Escalated t ickets t o s econd l evel s upport.

● User a dministration i ncluding m oves, a dds a nd c hanges o f a ctive directory o bjects, t elephones a nd p rovisioning o f h osted resources s uch a s M icrosoft E xchange m ailboxes.

● Break/fix t roubleshooting a nd r epair o f c lient w orkstations a nd p eripheral d evices Install/Configure n ew w orkstations/phones/users

● Created a nd A dminister a ccounts i n A ctive D irectory, N ovell, D eltek, O utlook, P eopleSoft, a nd AT&T c onnect, B lackberry E nterprise A ctivation a nd G ood M obile C ontrol A dministration. FEBRUARY 2 012 - A PRIL 2 013

Spectrum B rands, S t. L ouis, M o - D istrict M anager - N orthern V irginia

● Managed merchandising and inventory controls of Spectrum brand products in Wal-Mart, Target, H ome D epot a nd L owe’s s tores i n t he N orthern V irginia a rea.

● Coordinated r egional a dvisement a nd s ales p rograms w ith c orporate h eadquarters.

● Supervised t raining o f i n-store a ssociates o n t he h andling o f S pectrum p roducts a nd m aterials.

● Managed m erchandising a nd i nventory f or 5 3 s tores w ithin t he N orthern V irginia t erritory.

● Prepared, u pdated a nd d istributed s tore s tatistics r eports t o c orporate h eadquarters.

● Ensured a ll b udgeted e xpenditure w as c ontrolled i n a ccordance w ith c orporate p rofit a nd l oss statement.

● Ensured a ll e mployees w ere i n c ompliance w ith S pectrum B rand p olicies a nd procedures o f m aintaining t he “ Corporate” p hilosophy. AUGUST 2 002 - O CTOBER 2 011

The H ome D epot, M anassas, V A - S upervisor/Asst. M anager

● Accountable f or t he m anagement o f a 1 20,000+ s quare f oot r etail f acility w ith a s taff o f 4 department m anagers a nd 5 0+ a ssociates.

● Evaluated a nd s creen a pplicants, p erform a ppraisals t o d etermine p ay i ncreases. S upervised training p rograms, p erform a ssociates e valuations a nd c ounseling.

● Coordinated, m anaged a nd d evelopment t raining t o a ssociates a nd d epartment m anagers.

● Created an environment that fosters open communication and information sharing among all associates.

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Denard F . R obinson

● Successfully s upervised t he i mplementation a nd t raining o f t he “ First P hone” I nventory, communications a nd P oint o f S ale s ystem.

● Coordination a nd e xecution o f t raining p rocesses f or d epartment a ssociates/peers.

● Liaison t o d istrict a nd c orporate m anagement r egarding s tore o perations a nd s ales r eports. Education

JANUARY 2 001 - D ECEMBER 2 004

Virginia S tate U niversity, P etersburg, V A - I nformation T echnology

● Bachelors: I n p rogress

● ITIL v 3 f oundation C ertification: 2 017 S ummer 4

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