Technical Support Customer Service

Robert Allen

*** ****** **, ********, ** ***** - 774-***-**** - *********@*****.***

Profile

An Agile/Scrum Technical Support Specialist who excels in providing customer service and technical support to diagnose, troubleshoot, and resolve technical issues at the customer level, or as a member of a project team dedicated to the completion of project deliverables with respect to budget, schedule, and scope.

Technical Proficiencies

Applications: Active Directory, MS Exchange, EMC Source One, Barracuda PST Enterprise, Symantec Antivirus administration, Symantec Endpoint Encryption, Norton Anti-Virus, McAfee Encryption, Remedy Ticketing System, VMWare.

Experience

The Massachusetts Office of Information Technology– Boston, Massachusetts

Agile/Scrum Technical Specialist, Commonwealth of Massachusetts, MASS-IT 2/16 – 7/17

Project team member responsible for the rollout of the Commonwealth’s eDiscovery email archiving initiative. As a key priority of the Governor’s Office, the eDiscovery initiative (known as MassVault) involved the rollout of an EMC archiving solution (SourceOne) to over 100 state agencies representing approximately 50,000 users. This solution directed copies all user incoming and outgoing Exchange email to a central archive with dual failover redundancy. Responsibilities involved:

Working with each agency’s MS Exchange teams to implement the solution and resolve any subsequent records and archive issues using Agile Scrum methodologies

Working within the developer team to complete 2 week sprints

Resolving agreed upon tasks at planning meetings with Scrum Master and Product Owner

Participation in daily 10 minute scrums to check in on whether or not the previous day’s tasks were completed, or if there were impediments to completing tasks

State Street Corporation, Boston, MA

Lead Desktop Support Technician 10/10 – 2/16

Provided technical support for roughly 3,800 users of all levels; EVP’s, SVP’s, and VP’s, specifically:

Configured and deployed new hardware to both executives and end users

Imaged PCs and laptops utilizing Ghost software

Used Remote Desktop and SCCM to connect to PCs to install applications and troubleshoot issues

Provided support for any desktop related issues on a day to day basis.

Utilized Active Directory for rights/shares access to users

Adding/removing PST files from Outlook

Supporting system hardware platforms, software/operating system platforms, and technology integration and implementation services including network connectivity and desktop systems

Interacting with various departments for the resolution of multiple problems

State Street Corporation, Quincy, MA

Lead Desktop Administrator/ Service Desk Specialist 7/97 – 2/09

Provided technical support for approximately 38,000 users ranging from C-level executives, management, and end users in a group environment, specifically;

Interacted with other groups for ticket resolution

Provided mobile support for all users including the VP level and C-level

Provided support for system hardware platforms, software/operating system platforms, technology integration and implementation services which included telephone, network connectivity, and desktop systems as well as VM remote support.

Provide technical guidance and training to interns as well as other helpdesk associates.

John Hancock Insurance, Boston, MA

Senior PC Analyst/Accounting Clerk/Analyst 1-3 4/82 – 7/97

Daily reconciliation of Variable Life accounts in preparing all cash and check payments for deposits throughout the day to the bank. Prepared Cash Receipts Warrants, Journal Entries Warrants and Cash Disbursements Warrants for delivery to Treasury department each morning.

Maintained all the pension accounts for John Hancock, doing all online updates and reconciliations as needed. Created the interest rates for pensions needed to evaluate and forward to underwriters for review. Worked on the total expenses for all of pensions for charges and recouping of actual expenses within the investment & pension area.

Assisted in the development and implementation of the I&P Hotline and its procedures.

Basic training of clients networking and using of their PC’s. Planning, implementation, roll out and support of NT for entire I&P Sector.

Monthly maintenance to servers and client desktops with patches and files.

Assist, train and provide team members with documentation on procedures for setting up clients’ workstations, upgrades and new installs of applications on clients desktop.

Assigning daily customer calls to other staff members and also resolving individual issues.

Train new staff members

Education

Fisher College, AS Degree, Certified Novell Engineer Coursework

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