Customer Service Technical Support

Wendell Robinson

**** ** *** ***. ****** Beach, FL 33445

Mobile: 561-***-**** / Email: **********@*****.***

Resourceful, proactive, and highly motivated IT professional with 20 years experience applying management, technical problem-solving, system testing, and programming expertise to improve individual, team, and organizational performance. Offering a combination of technical proficiency and keen business acumen, that ensures system integrity and performance while minimizing downtime, respected leader, successful entrepreneur and provider of consistent superior technical service.

PROFESSIONAL EXPERIENCE

Florida Power & Light – Plantation, FL October 2013 - Present

Outlook/ Exchange Administrator (Contractor)

Troubleshooting and resolving Outlook relative problems with OST and PST files

Maintaining e-mail traffic through MailGate and Microsoft Exchange Online e-mail firewall systems

Creating and managing Exchange 2010 & 2016 users, shared mailboxes, distribution groups

Troubleshooting and restoring mailboxes in Exchange 2010 & 2016

Troubleshooting, creating and restoring Microsoft Lync 2010 & 2016 accounts

Installing and configuring Lotus Notes database and setting up access

Creating and set up Lotus Notes people doc and groups

Troubleshooting and configuring Active Sync accounts in Exchange 2010 & 2016

Performed remote login support using IBM Tivoli to provide Internal Support

Wendell, Incorporated- Delray Beach, FL October 2012- October 2013

Computer Consultant

Problem-solve multiple issues with PC clients remotely for the Geek Squad.

Provide regular maintenance to customer’s computers to make certain it runs smoothly

Responsible to interact with the customers and advise them on the suitable computer models to purchase

Maintain solid reputation for resolving complex IT services issues in a timely manner, while providing exceptional customer service.

Microsoft- Boca Raton, FL September 2010-October 2012

Support Engineer (Contractor)

Provided technical support for MS Exchange Online and ADFS integrating environments

Resolved Cloud services issues by providing technical migration solutions

Verified Domain Name Server records and configured Hosting Zone management

Troubleshot Exchange mail flow and Office 365 integration requirements

Published notifications to MS stakeholders for outages and service impacting events

Utilized Trace analysis, source code, Easy Assist and LogMeIn remote assist tools to analyze technical issues and develop solutions to meet SLA

Discount Mortgage Store- Boynton Beach, FL January 2005-October 2008

Certified Mortgage Broker

Developed solid product knowledge, offered mortgage products fitting specific needs of clientele, and processed each loan timely.

Prospected leads and built various referral based relationships with banks, builders, general contractors, clients, etc.

Fiserv Lending Solutions- Plantation, FL January 2005-April 2005

Test Consultant (Contractor)

Manual testing Mortgage Insurance interfaces to a Loan Origination System (UniFi), to send/receive Interest Only loan products.

Tested the updating of an existing interface to allow the importing of image files.

Platforms and/or Technologies: Client Server windows base.

Publix Supermarket- Lakeland, FL August 2003-October 2004

Test Lead (Contractor)

Worked with project teams to understand system requirements and specifications. Provided oversight to developing testing strategies.

Developed Quality Assurance and testing strategies to ensure software quality through the project's life cycle.

Built test cases/scripts using Mercury Interactive test automation tools. Found and documented bugs in Test Director and followed up on their resolutions.

Platforms and/or Technologies: Client Server windows base and web.

Office Depot- Delray Beach, FL August 2001-September 2002

Sr. Quality Assurance Associate (Contractor)

Wrote test plans, tested the code on wireless WinCE devices (Xybernaut's Atigo and Atigo L) and tested the design of the Store and Mobile Portal Systems.

Designed and implemented detailed software test procedures for the Web base systems.

Found and documented bugs in Test Director; followed up on their resolutions.

Wrote automated test using WinRunner for regression testing.

Platforms and/or Technologies: Wifi Client Server windows base and web.

Fusive.com- Deerfield Beach, FL June 1999-December 2000

Quality Assurance Manager

Built a QA team from ground up. Defined processes/procedures, hired/managed QA Analysts and schedule shared resources in unit. Prepared rollout and implementation timelines and procedures.

Created test plan and test cases. Created specifications for test data/test environment.

Created specifications for automated test scripts and required testing for affected systems.

Analyzed system testing requirements. Established defect tracking system and bug reports.

Scheduled Manual and Automated testing, as needed.

Platforms and/or Technologies: Web.

Office Depot- Delray Beach, FL March 1999-June 1999

Sr. Quality Assurance Associate (Contractor)

Tested the code and design of a Point of Sale System that operated under NT Client Server environment at Office Depot stores nationwide.

Designed and implemented detailed software test procedures for the PC base cash registers and Windows 95 workstations.

Found and documented bugs; followed up on their resolutions.

Wrote automated test using WinRunner for regression testing.

Platforms and/or Technologies: Client Server windows base.

DCI- Tampa, FL April 1998-February 1999

(Certified) Sr. Staff Engineer

Obtained certification in WinRunner as a product specialist and as an instructor. Provided formal training to staff within organization.

Wrote test scripts for customers who wanted to automate existing test cases and/or add new automated ones.

Platforms and/or Technologies: Client Server windows base and web.

MCI- Pinellas Park, FL October 1997-April 1998

Sr. Staff Specialist III

Developed and maintained Voice Response Unit scripts written in Edify's Electronic Workforce. Assisted Microsoft efficiencies with ability to reset MSN customer’s passwords, cancel MSN customer accounts, and update database without using account representatives.

Provided guidance to other staff members to ensure timely launch.

Platforms and/or Technologies: Client Server windows base and web.

MCI- Colorado Springs, CO August 1995-October 1997

Sr. Staff Specialist III (Team Lead)-Promotion

Led staff of 10 LAN administrators, which supported various MCI development groups and call centers offering nationwide coverage.

Led the development and maintenance of internal web sites for each of the development groups for the entire corporation.

Platforms and/or Technologies: Client Server windows base and web.

MCI- Colorado Springs, CO December 1992-August 1995

Sr. Staff Specialist (Team Lead)

Led staff of 5 that designed and implemented test procedures for the OS/2 workstation at MCI customer service centers nationwide.

Led the development/maintenance of Lotus Notes applications and installation of Notes Servers and workstations.

Platforms and/or Technologies: Client Server OS/2 base.

MCI- Colorado Springs, CO January 1992-December 1992

Test Engineer (Contractor)

Tested code and design of an image retrieval application which operated under OS/2 and IBM 3090 platforms at MCI customer service centers nationwide.

Designed and implemented software test procedures for OS/2 workstation.

Set up User Acceptance testing for various customer service sites

Found and documented bugs; followed up on their resolutions.

Platforms and/or Technologies: Client Server OS/2 base.

IBM- Boca Raton, FL May 1990 to December 1991

IBM Technical Support Consultant (Contractor)

Migrated 1500 users to a full token ring topology system. This allowed users to have complete access to gateways and bridges for peer to peer and host or mainframe connection.

Installed token ring card, OS/2 upgrades, reconfiguration of OS/2 and DOS to communicate across gateways and bridges.

Handled technical support. Set up OS/2 LAN issues configuration.

Platforms and/or Technologies: Client Server OS/2 base.

TECHNOLOGY PROFILE

Operating Systems: Windows 10, 8, 7, Vista, XP, 2003 Server, 2000, 2000 Server, NT, 98, 95, Unix, Palm, WinCE, OS/2, OS/2 Extended Edition, PC-DOS, MS-DOS, CP/M, VM/MVS

Machines/Hardware: Intel Pentium IV, III, II, I, 80486, 80386, 80286, Palm Pro, V, 505, Atigo, Atigo L, IBM PS/2, XT, AT, IBM 3090, VAX, PDP-11

Languages: C, Assembler, Basic, Cobol, Pascal, Fortran, Dbase III & IV, Paradox, Lotus Notes, Visual Basic, HTML, Cold Fusion, MS DBWeb, PERL, TSL, ASP, XML, SQL-T, Powershell

Programs/Software: Access, Word, Excel, MS Exchange, Active Directory, MS Project, MS PowerPoint, Test Director, Winrunner, Loadrunner, Linkbot, Lotus Notes, Presentation Manager, Communications Manager, Word Perfect, Netscape, Pagemaker, Adobe Photo Shop, Internet Explorer, Dreamweaver, Calyx Point, FrontPage

CERTIFICATIONS/LICENSES

Geek Squad Certification- Support Space

Microsoft® Certified IT Professional MCITP) - Microsoft Corporation

Microsoft® Certified Technology Specialist MCTS - Microsoft Corporation

Certified Product Specialist- Mercury Interactive Corporation

Certified Product Instructor- Mercury Interactive Corporation

Mortgage Broker (State of Florida) - Tallahassee, FL

EDUCATION

Capella University- Information Technology Coursework

Atlantic High School- Delray Beach, FL

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