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IT Professional

Las Vegas, Nevada, United States
45 - 55 k
March 21, 2019

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Richard Robles

IT Professional

Las Vegas, NV ***45


Information Technology Professional with over 12 years in I.T and I.T. Management in an Enterprise environment with focus on technical support, service desk support and maintenance, contract and purchasing administration, systems administration, project planning, computer development, educational training, and customer-focused technology-based business solutions. Demonstrated ability to act decisively and solve problems through creative and strategic thinking to shape the firm’s IT strategic direction and long-term-visions.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

IT Systems Administrator Consultant

Sweet Life Travel Agency - Huntington Beach, CA

March 2006 to Present

• Successfully installed and maintained Windows SBS Server 2008 and print server, Windows XP/7 client workstations, VPN, e-mail and Exchange service, Ethernet and Wireless network configurations, and typical PC troubleshooting maintenance. Recently implemented Office 365 for access to company documents and resources via MS Cloud.

• Responsible for all aspects of systems and network management, design, and implementation including DNS replication, DHCP, power up/down procedures, disaster recovery, GPO’s, OU’s, Virus protect and spam filtering

• Assisted in Travel Bookings and training and implemented new BYT CRM and Social Media software technologies

Technician Consultant

Magic Marbles PC Repair - Las Vegas, NV

March 2015 to August 2018

Established PC Repair and Consulting for small businesses and home users. Service all sorts of pc and mac computer issues to networking, printing issues, virus/malware removals, hardware and software issues, backups, databases, mobile devices, and cloud computing. IT Associate Manager

Sutherland Global Services - Las Vegas, NV

December 2015 to December 2016

• Assisted in the launch of the new site in January 2016 at The Lakes - Las Vegas. Built new customer service Call Centers for ATT, MetLife, Nationwide, Airbnb, Nordstrom, PlayStation Vue, and USAA. This location grew from 100 to over 2500 computers and has a personnel of approximately 2200 employees.

• Maintained and managed all onsite IT projects and day-to-day IT functions; including Active Directory, SCCM, desktop support, laptops, mobile devices, peripherals, network switches and routers, and VOIP telephony infrastructures for corporate staff and client Customer Support Call Centers. Executed and monitored PCI and Data Security audit compliance, equipment procurements/purchasing, asset management, inventory compliance, IT infrastructures, data communications, computer networks, digital signage and Client IT related products. Collaborated with Facilities, Network, and Project Managers on build-out projects

• Provided time-critical support to system users. Ensured maximum efficiency to achieve maximum customer satisfaction. Negotiated and secured client contracts for Service Quality Levels and SLA agreements. Utilized Altiris ticketing system to measure compliance, resolutions and project expectations.

• Oversaw 100% of the Service Desk and Field Support requests, incidents and problems. Managed and coordinated urgent and complicated support issues. Acted as the escalation point-of-contact for all requests and incidents. Developed and matured phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determined root cause of issues and communicated appropriately to Incident, Service Level, Change, Configuration, Release and Access Management Teams; along with internal/external customers and 3rd party vendors.

• Delivered optimization to the projects to improve client’s business applications, infrastructures and services conducting PMP principals and ITIL v3 fundamentals.

• Participated on all senior management meetings and put forward suggestions on the quality improvement, changes and trends for Call Center implementations.

• Shaped the workplace culture by offering support and inspire positive attitudes among IT technicians. Built, coached and trained a staff of 17 Technicians to handle 24x7 coverage. Measured performance on company KPI’s, utilization percentages, data reports and analysis and observations.

• In July 2016, received Platinum Achievement Service Award for demonstrating outstanding services in company’s core areas of Integrity, Leadership, People, Clients and Entrepreneurial Spirit.

• Managed department budgets and expense costs. Researched new techniques and technologies. Calculated future needs to achieve accuracy capacity planning. Negotiated hardware and software purchases, and vendor maintenance contracts. Analyzed equipment repair and replacement costs. IT Coordinator / IT Manager of Operations

Angel Management Group - Las Vegas, NV

August 2011 to September 2014

For over 300 employees, oversaw all IT projects including day-to-day operations and activities; set IT policies,

procedures, technical standards, methods, and training. Provided corporate offices and off-site casino venues with IT

support and maintenance for computers, LAN/WAN server infrastructures, SQL Servers, AV equipment and telephones to meet

company and casino standards and codes.

• Created new asset management inventory policies and procedures for all servers, computer hardware, software, over 250 mobile devices (MDM) and audio/video equipment. Reduced asset inventory costs by 17%.

• Negotiated all vendors and support contracts including Verizon, ATT, ViaWest, HP, CDW, TigerDirect, CenturyLink,

Microsoft, Ricoh, ADP, MGM Resorts, Caesars Entertainment, Agilysys. Consistently researched new providers.

• Maintained staff by recruiting, selecting, orienting, and training employees. Developing personal growth opportunities and communicating job expectations through coaching, counseling, and enforcing company policies and standards.

• Accomplished financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures;

analyzing variances; and initiating corrective actions. Review with CFO and Executives during IT Annual Audits.

• Evaluated existing information technology hardware, software, and training needs of all departments. Proposed

recommendations and implemented technology improvements to maintain and improve the quality of services.

Reduced purchasing costs by 19% in 2014 by implementing new direct purchasing procedures. Lead Field Service Technician - Contractor TEKSystems CLEAR Broadband - Las Vegas, NV

November 2009 to October 2010

Perform advanced troubleshooting of customers' wireless broadband, faulty radio frequency IP services, wireless

routers, modems, home and small business networks, email, and web services. Trained customers on CLEAR

products usage and up-sell services.

• Trained proper RF and Network troubleshooting procedures and technician programs to newly hired technicians

• Maintain Service Level Agreement reports and report transmitter tower issues to Radio Frequency Teams

Technical Writer / Trainer

Silvertrac Software - Las Vegas, NV

September 2007 to November 2009

Technical Support/Technical Trainer/Writer

• Develop customer technical training sessions and training documentation for use with the web-based Silvertrac

Security Management software and smartphone and mobile devices. Web and Tele-Conferencing

• Organized and translated information into clear writing documentation including layouts, designs, and graphics.

Regularly updated and revised training materials to reflect changes in company products.

• Troubleshoot all technical issues with Silvertrac Software, and customer Smartphone and mobile devices.

Information Technology Manager

Greenberg Traurig Law Firm - Las Vegas, NV

January 2007 to May 2007

Oversaw all Technology related projects including systems optimization, technology training, documentation

development; and daily maintenance of copiers, phones, Microsoft Servers (Active Directory), Windows XP desktop

workstations and network security devices for over 60 employees.

• Successfully implemented an organized Document Management filing system (FileSite) and developed a training

program and documentation for over 60 employees.

• Negotiated vendor equipment support, services, and third-party maintenance contracts Technology Training Manager

United Parcel Service - Los Angeles, CA

January 2004 to March 2006

Developed, directed and maintained the technology development program for all Help Desk and Support Technicians, and employees based on individual job requirements. Facilitated and coordinated over 25 technical workshops

including Network+, A+, Microsoft Office 2003, Outlook/Exchange, Windows XP and PDA usage. Created user

manuals and provided technical support.

• Identified and coordinated strategic technical training locations and equipment. Maintained 4 technical training

facilities based on geographical requirements. Purchased and inventoried training equipment for each facility.

• Collaborated with Human Resources, Finance and Operations Excellence Departments to conduct non-technical

training for Corporate Legal and Regulatory compliance. Field Support / Service Desk Supervisor

United Parcel Service - Los Angeles, CA

September 1999 to January 2004

Supervised and coached 16 Level I and Senior computer technicians. Performed quarterly feedback and follow-up on individual training plans, performance appraisals audits, and technical knowledge assessments to enhance and

maintain technician computer and networking skills.

• Reviewed and measured monthly purchase and repair costs. Successfully developed a Master Inventory Operation

Plan and database to monitor inbound/outbound equipment activity and costs. Trained employees proper equipment

troubleshooting and repair techniques. Repair costs dropped almost 30% in 3 years. Disposition costs dropped

21% district wide. Overall department cost reduced 11.9%

• Managed and supported hardware and software operations at 6 Operation Centers including more than 15 Windows

2003 Servers and 600 client workstations, providing 24/7 service to over 2000 employees.

• Consistently monitored service level agreements with staff and customers, ensuring compliance and quick resolution of specific problem issues. Achieved an average of 98% systems availability and 96% customer satisfaction for 4

straight years.

• Maintained goal initiatives on core projects including Ethernet Infrastructure Rewiring, AD/Windows 2003//XP and

Office 2003 migrations for 2750 desktops and laptops, internet and anti-virus security applications, Automation and database integrations for over 2500 external customers, and a Point-Of-Sales implementation at Operation and Data

Centers. Collaborated with affected departments on new application rollouts and upgrades. Senior Technician/External Specialist

United Parcel Service - Los Angeles, CA

1992 to 1999

Performed routine software and hardware installations of all internal and external UPS computer and automated

systems, server pc repair and maintenance, program updates, and troubleshooting. Knowledge of Novell 4.0,

Microsoft Windows 98/95, NT/2000, IBM OS/2, Microsoft Server 2000/AD migrations. Education

Bachelor of Science in Business Administration - Office Systems California State University - Northridge, CA

Supervisor and Manager Leadership Certification in Management United Parcel Service Academy - Los Angeles, CA


IT Management (10+ years), Technical Support (10+ years), Project Management (8 years), Technical Writer (2 years), Technology Training (5 years), Help Desk Support (3 years), Mobile Device Solutions

(5 years), Inventory Management (10+ years), Systems Administration (7 years), zendesk (3 years), Coaching - Leading (10+ years), Call Center Support (1 year), Network Administration (6 years), Cloud Computing (1 year), SAN and Cloud Storage (5 years), Active Directory (10+ years), Mac OS X (6 years), Windows 200o/XP/7/8/.1/10 (10+ years), TCP/IP (10+ years), DNS (10+ years), Dhcp (10+ years), hyper-v (6 years), Vmware (6 years), VPN (10+ years), Peoplesoft (6 years), IOS (6 years), Android (6 years), mcsa and mcse (8 years), Microsoft Office 2007 / 2010 / 2013 / 2016 / 365 (10+ years), sql (3 years)



Platinum Service Award

June 2016

Demonstrating outstanding services in company’s core areas of Integrity, Leadership, People, Clients and Entrepreneurial Spirit.


ITIL V3 Foundation

April 2015 to Present

Offers a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.

MCSA Windows Server 2012 R2

June 2015 to Present

Shows that I have the primary set of Windows Server 2012 skills, relevant across multiple solution areas in a business environment, to reduce IT costs and deliver more business value. Earning an MCSA: Windows Server 2012 certification will qualify for a position as a network or computer systems administrator or a computer support specialist.

MCP - Microsoft Certified Professional

June 2015 to Present

Microsoft Certified Professional (MCP) is the term used to describe an individual who completes a professional certification program by Microsoft. Microsoft certifications train individuals on implementing Microsoft products into practical business environments. MCSE Windows Server 2003

January 2009 to Present

By earning the premier MCSE credential, individuals are demonstrating that they have the skills necessary to lead organizations in the successful design, implementation, and administration of the most advanced Windows operating system and Microsoft Windows Server 2003. MCSA Windows Server 2003

October 2008 to Present

Microsoft Certified Systems Administrator (MCSA) for Windows Server 2003 qualifies an individual to implement, manage and troubleshoot the ongoing needs of Microsoft Windows 2000 - based operating environments, including Windows 2003

CompTIA A+

June 2009 to Present

The A+ certification demonstrates competency as a computer technician. Officially, CompTIA A+ certification is a vendor neutral certification that covers numerous technologies and operating systems from such vendors as Microsoft, Apple Inc., Novell and some of the Linux distributions.[ CompTia Network+

June 2007 to Present

Network+ is a certification that is used to measure skill as a network technician: understanding of network hardware, installation, and troubleshooting. Topics include network hardware, connections, software, the OSI Reference model, and different protocols used in local area networks (LANs) and wide area networks.

Additional Information

Operating Systems: Windows XP/7/8.1/10, Microsoft 2003//2012 Server, Microsoft SBS 2003/2008 R2, Ubuntu, Fedora,

MAC OSX (Mountain Lion to Sierra), Chrome, DOS

Networking: Active Directory 2003/2008/2012 R2, ISDN, DSL, RDP, Wireless Network Configurations, Network

Attached Storage, Proxy Servers, Firewalls, Citrix, Terminal Services, POS, VMware, Hyper-V, VPN, TCP/ IP, DNS,

WatchGuard firewalls, Barracuda, Symantec Endpoint and Backup Exec, Avaya VOIP Hardware and Software: Servers, Hubs, Routers, Switches, Windows 8 Mobile, Microsoft Exchange 2010,

MS Office 2007/2010/2013/2016, Outlook, Visio, Yosemite, Photoshop, Veritas, PeopleSoft, Zendesk, SkillSoft, Ghost, Adobe,

Blackberry Enterprise Server, Sharepoint, ACT, Symantec Endpoint, ActiveSync, IPhone, Blackberry, Android, ADP, Great

Plains, Other Proprietary Software

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