Robert D. (Bob) Park 346-***-****
**** ********* **., *******, **. 77095 *********@*******.***
LinkedIn - (https://www.linkedin.com/in/bobpark65)
SUMMARY OF QUALIFICATIONS
Operations Manager, Desktop Analyst and Systems Administrator with extensive experience in an enterprise business environment. Certified skills with most Microsoft products. Received numerous commendations for exceptional customer service. A gifted communicator to all levels of clients. Creative problem solver, team player and adaptable to any environment. Can accurately diagnose hardware/software problems using skill, intuition, experience and innovative thinking.
Technical Skills
oMicrosoft Certified Engineer – Windows XP (MCSE)
oMicrosoft Certified Engineer – Windows 7 (MCSE)
oMicrosoft Certified Professional - Windows 8.1 (MCP)
oMicrosoft Contributor/Beta-tester – Windows 10
oMicrosoft Office Suite Expert – Ver. 2003 through 2013
oMicrosoft Office 365/Cloud Proficient
oMicrosoft Outlook Expert - Ver. 2003 through 2013
oMicrosoft SCCM deployment – OS and Applications
oServer 2008 r2 monitoring/optimization
oMicrosoft Active Directory (Multi-OU)
oMicrosoft Lync Support – Versions 2010 and 2013 (with video)
oProject Management experience
oVirtual Server (VMWare) proficient
oNetwork Configuration Analyst - DHCP/DNS/WINS
oProficient with Hardware Upgrades, Repair and Provisioning
oApplication Troubleshooting (Local, Network, Web)
oApplication Licensing (FlexLM Server Administrator)
oKnowledge Base Documents author – “Sustainable Support”
oMalware/Adware/Virus Remediation Expert
oBMC Remedy ticketing system Expert
oService Now ticketing proficient
oAsset Manager for IT inventory
oExcellent communicator to all client expertise levels
oInstinctive and Innovative problem/Root Cause diagnostician
oLiaison for vendor/business communication
EDUCATION & TRAINING
Microsoft Certified Systems Engineer,
Microsoft
September 1998 - Present
High School diploma - 1982
Terre Haute South High School, Terre Haute, IN.
(Graduated as Junior, 3.8 GPA)
PROFESSIONAL EXPERIENCE
Conocophillips, Houston, TX. 2003-2015
Oil and Gas Exploration
Systems Administrator
Responsible for all OS and application issues in all Windows environments
Active Directory administrator for 450+ clients providing user accounts, security verification and group memberships
SCCM point of contact for application delivery per client needs
Employee Lead for all contracted staff in supported business units
Server 2008 r2 performance and monitoring
Provided hardware upgrades and break/fix solutions for all clients
FlexLM license server Manager for application license provision. (Includes monitoring and reporting on compliance/availability for all clients)
Interface with Citrix team for client application provisioning within local Citrix farm
Document all client issues in Remedy and Service Now ticketing systems
Provide root cause analysis and preventative documentation for all recurring issues
Network technician responsible for DNS, TCP/IP and DHCP problem diagnosis
35% accelerated resolution metric over standard SLA as Dedicated Support Analyst
Liaise with vendors for application compatibility, licensing new products and participation in testing phase of new releases
Provide 24/7/365 support for all clients world-wide via VPN/email/phone
Computer setups in desired locations, including peripherals and cabling
Image new workstations using SCCM, Acronis and/or Ghost, ensuring user data migration/application reinstallation before delivery
Coordinated warranty repair of Dell and HP desktops/laptops
Outlook email account provisioning, maintenance and group creation
Point of contact for all MS-Office suite troubleshooting. (Ver. 2003, 2007, 2010, 2013 and Office 365)
Asset Management of all IT related equipment in various business units (laptops, desktops, monitors, and peripherals)
PROFESSIONAL EXPERIENCE - cont.
National ProSource Staffing, Houston, TX. 1998-2003
IT Service Provider (Contracted to Conoco)
Desktop Support Analyst
Provided desk side support of all hardware or software issues reported by clients via central help desk through BMC Remedy and Service Now ticketing systems
Leveraged Level II or III support personnel as warranted for complex problems
Daniel Radiator Inc., Houston, TX. 1986-1998
Manufacturing - Automotive
Operations Manager
Supervised 2 shifts of mainframe operators to ensure accurate, daily data retrievals and report generation from 46 nationwide locations
Participated in all HR functions for employee management
Supervised and scheduled maintenance with mainframe supplier during off hours
Overall Career Accomplishments
99% SLA resolution rate achieved per ticketing system metrics for 5 consecutive years as a contractor at Conoco
65% accelerated resolution metric achieved (above standard SLA) as Systems Administrator at Conocophillips
Upgraded 95% of all hardware in supported business units
Forged professional relationships to ensure confidence in service.
Managed project to upgrade 9 conference rooms for new A/V technologies at Conocophillips
Ensured no application license expirations or unscheduled server down time on FlexLM servers for 7 consecutive years
Winner of the 2012 Conocophillips SPIRIT award for real-time collaboration in the first world-wide safety symposium encompassing 4 continents and 6 countries simultaneously.
Earned 10 “Special Thanks” commendations for exceptional service.
Authored “Sustainable Support” and “Best Practices” briefs regarding information security, inventory control, asset management and issue remediation. (Published on the Conocophillips internal “Network of Excellence” Wiki portal.)
100% business continuity in all U.S. offices during Windows 7 upgrades and deployments project.
Upgraded workstation hardware for Windows 7 compliance in 3 U.S. offices.
Deployed 46 computers nationwide to branch sites as Operations Manager (1989)
Please visit my customer testimonials regarding my service in the “Recommendations” section on my LinkedIn page at: (https://www.linkedin.com/in/bobpark65)
Affiliations
Conocophillips Alumni Association – LinkedIn
Conocophillips Deepwater Exploration Alumni
Microsoft System Administrator Society – LinkedIn
IT Administrators and Systems Engineers – LinkedIn
Microsoft Contributor – Windows 10 Beta tester/Early adopter