Customer Service Engineer

Daryl Robinson

Mobile:410-***-****

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

Technical Support Specialist

Seasoned, results driven IT Professional with notable customer service focus and awards for QA and Top Tech in 2013\2014. Establish effective working relationships with all levels of management, established teams, peers and customers. Perform effectively despite sudden deadlines and changing priorities due VIP Customers, all user messages, high call volume due to outages, etc. Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.

Area of Expertise

* Blackberries *Some AD *SafeBoot

* Network Connectivity * Local/Network Printer Support *KB Articles

* MS Office Suite 2007/2010 * Cisco VPN *New user PC setups

* Remote Desktop\BMC FP *Mobile Broadband Devices, BB Tethering * Win XP, 7 Pro

Professional Experience

GDIT/FSIS/USDA/TEK Systems, Columbia, MD October 2009 April 2015

Support Specialist II

Performed daily called back of escalated tickets in prioritized order of importance from a shared or personal queue, individually and as part of a team with immediate attention to VIP tickets. Work tickets from beginning to end, essentially taking ownership and resolving to end user s satisfaction. Install software such as Adobe Acrobat Pro, MS Office Suite, etc. Remote Desktop via BMC FootPrints Ticketing System to resolve more complex issues. Blackberry Administration which included device activation, tethering, pw resets, device enterprise email setup\activation, security wipes and account creations. Troubleshoot network connectivity issues (EVDO Cards, Blackberry tethering, MiFi Devices, POTS, DSL, T1 lines and Cisco VPN Connections). Install and Map network printers. Map shared drives. Install, Setup and Troubleshoot usb connected printers. McAfee Endpoint Protection\SafeBoot Admin which encompassed pw and security questions resets, synchronization of user\computer accounts and moving objects into correct locations within the Safeboot\AD Structure for proper synchronization. Acted as a liaison between user and vendors to repair, replace or recommend another form of connectivity according to preset guidelines from Telecom. Daily communication to user and their superiors of each stage of the troubleshooting process the issue is in, up to resolution and closure. Provide weekend coverage via scheduled on call rotation. Assisted with special projects as needed, such as Windows 7 migration, Trust Relationship Issues, testing possible resolutions and writing KB Articles. Provided phone coverage at Tier 1 level when needed with First Call Resolution (FCR).

Help Desk Associate/Tier 1

As the initial POC create ticket and document all pertinent information from users via telephone, email, web portal or voicemail. Ask appropriate questions to identify, analyze, isolate then resolve or escalate to the appropriate teams. Resolve Windows XP issues such as corrupted user profile, BSOD, slow performance, etc. Troubleshoot MS Office Suite 2003/2007 crashes, pst files repairs and profile recreation. Assisted with backup and restoring user data with Nero 8. Network connectivity issues such as internal web applications errors, vpn logon, wired and wireless connectivity, installing and setup of EVDO Broadband Cards and blackberry tethering. Internet Explorer crashes. Took ownership of trouble ticket from receipt until closeout unless escalated. Work on call as part of rotation for weekend support. Implemented collaborative initial phone script for call center upon startup.

Robert Half Technology/ExamSoft, Baltimore, MD August 2009 Site Engineer

This was a single day project to gain experience in the industry. As a site engineer for ExamSoft, attended a few technical conferences via phone with the developers as well as familiarize myself with the software via web portal. Assisted end users with SoftTest Software operational issues on their laptops (WinXP\Vista) so they could focus on taking the bar exam and not technical issues. Identified, documented and resolved issues related to SoftTest Software loading or preventing Windows from starting up. Provided the company with valuable data (error messages) for debugging. Resolved users wireless connectivity issues related to the site's WAP.

*Diagnosed application errors and network connectivity problems while effectively supporting ExamSoft end user community

*Demonstrated ability to analyze and resolve software conflicts with variety of MS OS s

TAC Worldwide, Warwick, RI /HP_Bank of America, Baltimore, MD March 2009 - April 2009

PC Technician\Field Tech

This was a four-week project. Coordinated with bank managers and tellers to implement memory upgrade to HP x5150 Desktop PCs. Upgraded older slower RAM from 3 -20 Desktop Computers per site to new faster RAM Modules. Recorded all inventory of memory modules old\new to return at the beginning of each day before scheduling next assignments. Effectively documented all system errors and reached out to the HP Control Center for resolution when warranted. Communicated memory upgrade completion with managers and follow up with a systems check before sign-off and exiting site.

*Demonstrated ability to apply sound technical knowledge and decision making in a live environment at each Bank of America site

*Utilized effective written and verbal communications to co-ordinate memory module upgrade with managers preventing the disruption of normal business operations

Education and Training

Certificate, Network Information Technology October 2008

TESST College of Technology, Towson, MD, GPA: 3.90

Industry Certifications

* MCITP, MCSA, MCTS, MCP,HDI SCA, Network+, A+

Honors

* Top Support Specialist II Technician Award, 2013\2014

* Support Specialist II Technician Quality Assurance Award, 2013/2014

* National Technical Honor Society, TESST College of Technology, 2008

* President's List, High Honors, and Honor Roll, TESST College of Technology, 2007 - 2008

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