Technical Support Project

Immanuel Roddy

**** ******** ****** *********, ** 44109 C 216-***-****

Email: **************@*****.***

Focused Summary:

Visionary IT leader and service-oriented professional with 15+ years collective experience in technological maintenance, troubleshooting, and operational execution – specializing in solutions-focused IT support, analyzing systems to drive resolution, business continuity solutions, technological integration, process improvements, server maintenance and repairs, client support, and project management strategy development and execution.

Highlighted Professional Characteristics

Driving Excellence in Service as a Team Standard

Exceptional Problem Identification & Troubleshooting Skills

Risk Assessment & Management

Innovative Perspective & High Adaptability

Coaching & Developing Others

Strong Information Processing Capability

Highly proficient in, Microsoft Office 365 Suite & Lotus Notes

Solid Written, Verbal, & Interpersonal Communication Skills

Customer-Focused Strategy Building, Communication, & Execution

Developing & Managing High Performance Teams

Excellent Analytic & Critical Thinking Skills

IT Project Mapping

Technology Forecasting

Self-Motivated

Project Management: All Phases - Planning through Implementation

Experience:

Tech Supports Pros

July 2016 – Current Onsite Field Client Technician (Cleveland, OH)

Partnered with customers to identify PC issues, troubleshoot for solutions, and provide technical support to resolve such problems.

Executed TV installs, upgrades, disconnections, and downgrades, as requested, for customers while backing all technical services performed.

Installed, repaired, maintained, and upgraded desktop and other PC devices and components to ensure operation optimization.

Effectively shut down networks and cleared hard drives to ensure data privacy and reduce potential affiliated risk.

Cincinnati Bell Technology Solutions

April 2015 – July 2016 Program Manager (Contract) (Cleveland, OH)

Led IT team to identify, develop, and deliver dynamic, sustainable solutions for various IT programs and projects.

Developed technologically-focused process improvements for a wide client-base – with a focus on sustainability & business continuity.

Mapped projects in entirety to ensure quality, sustainability, and timely project delivery. Planning included defining project scope, establishing cost control measures, identifying and assigning resources/team mobilization, and project timeline & milestone development. Disseminated and executed project expectations, accordingly.

Educated program and technology management teams on execution, expertise, and on-going maintenance needs for process improvement project deliverables.

Provided Level 3 technical support for configuration and maintenance of over 25000 devices for the Cleveland Municipal School District and general support in creating and maintaining 10 main Windows Images for same school system.

Pomeroy IT Solutions

November 2007 – March 2015 Lead PC Desktop Support Technician (Contract) (Cleveland, OH)

Provided exceptional IT Support to a varied client-base – focusing on clear, concise communication when delivering technological solutions.

Maintained knowledge of various PC Tools, software, and updates in technology to assist customers accordingly.

Utilized technical skills to troubleshoot and fix different desktop issues.

Maintained a consistently, proactive support approach to ensure PC maintenance and high performance capabilities.

Effectively maintained Food Services hardware and server applications.

Developed online process for all POS Systems, per Company’s request, within target completion date.

US Army

August 2000 – March 2008 Quartermaster/Chemical Equipment Repair (Cleveland, OH)

Operated and monitored performance of chemical equipment and scheduled maintenance and repair as needed.

Cleaned, maintained, and operated equipment with precision and a high level of expertise to ensure equipment ran efficiently and at its’ identified capability.

Strictly adhered to Standard Operating Procedures (SOPs) to achieve high productivity.

Education/Certifications:

Cleveland State University (Cleveland, OH)

Nance College of Business

Bachelor’s Degree –Finance

Completion Date – December 2010

Cuyahoga Community College (Cleveland, OH)

Electrical Engineering with a Concentration in Computer Hardware & Software Networking

Associate of Applied Science & Business

Completion Date – May 2005

Awards/Recognition:

Army Achievement Medal Army Accommodation Medal

June 2001 June 2002

June 2003

Professional References Available Upon Request

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