Help Desk/ Technical Support

Robert L. Lucky

Orlando, FL ***** ■ 407-***-**** ■ *************@*****.***

CUSTOMER SUCCESS/ TECHNICAL CLIENT SUPPORT

AREAS OF EXPERTISE

Troubleshooting and Issue Resolution

End User Training and Support

Root Cause Analysis

System Implementation – SDLC Knowledge

Scheduled and Ad hoc Maintenance

Strong Customer Service Skills

Increased User Engagement

Client Relationship Management

Rapid Ticket Response Time

SOC 2 Audit Support

Ability to Rapidly Resolve Issues

Excellent Interpersonal Skills

System Administrator

Google Workspace

TECHNICAL COMPETENCIES

Operating Systems: Windows10/ 8.1/ 7 /Vista//XP/NT/2000, Lotus Notes, Pro/2000 Server/XP Pro, MS-DOS, Mac OS X, working knowledge of UNIX and Linux, Cisco,

Hardware: Desktop and Laptops, motherboards, processors, storage, printers, scanners, monitors, USB, IEEE-1394, SCSI, iPad, iPhones,

Software: MS Office 2016 (Outlook, Office 365, Word, Excel, Power Point, Teams), MS Exchange, Norton AntiVirus, Lotus Notes, Norton Ghost, Adobe Photoshop, Adobe Acrobat, PeopleSoft 8, Internet Explorer, Chrome, Firefox, Symantec Ghost, Symantec PC Anywhere, Active Directory, Top Desk, Remedy, ServiceNow, Jira, Zendesk and various other help desk tracking/logging programs.

Networking: VOIP, TCP/IP, MS Exchange Enterprise Server, WAN/LAN, VPN, FTP, Internet, hubs, routers, switches, NIC’s, wireless networking, user management (DNS, SMTP, DHCP, etc.)

PROFESSIONAL EXPERIENCE

AdventHealth Orlando, FL

Information Technology Procurement Specialist 02/22 – 07/22

Coordinate the activities of IT purchasing and IT vendor relationships and software licensing in the area of IT infrastructure.

Manage the procurement process for bid contract formation, requests for proposals, preparing and processing procurement docs etc.

Preparation and Participation in the purchasing of IT equipment and software (tender organization,

participation in negotiations and contracting, implementation of new suppliers)

Work with vendors and contracts daily: order & delivery, reporting, complaints, troubleshooting,

correspondence, financial/legal/management document flows according with internal procedures.

Holiday Retirement Winter Park, FL

Information Technology Specialist 04/18- 12/21

Acting team lead for help desk support team supporting over 300 living communities and 7000+ employees

Provide daily support and supervision to Service Desk staff who serve as the first point of contact for phone and in-person issues.

Address and resolve concerns regarding hardware/software, all types of computer systems (PC, Mac, and Linux), networking, printer problems, e-mail, mobile devices, desktop applications for all types of computer systems, and applications developed or deployed.

Resolve user issues accurately and efficiently and to the satisfaction of the customer. Ensure that the solution enables the customer to work productively with minimal additional disruption.

Perform risk and vulnerability assessments, providing results and recommendations to senior management

Respond to and track requests and ensure issues are moving forward and are solved in a timely manner.

Provide mobile device management support remotely

Stay informed as to application changes, system changes and/or scheduled downtimes and communicate them to the organization as necessary.

Provide follow-through to ensure issues and problems reported to the Helpdesk are resolved to the user’s satisfaction

Apply expertise to team projects creating a seamless helpdesk experience for the customer

JetBlue Airways Orlando, FL

Reservations Support (Contractor) 10/17 – 04/18

Responsible for representing the airline and providing excellent customer service over the phone

Consistently meets the Customers' needs through prompt responses to customer inquiries and requests

Bishop Moore High School Orlando, FL

IT Desktop Service Technician 12/16 – 3/17

Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications

Assist all school users with any logged IT related incident when called upon.

Accurately record, update and document requests

Install and configure new IT equipment

Resolve incidents and upgrade different types of software and hardware

Resolve incidents with printers, copiers and scanners

Maintain a first-class level of customer service ensuring that all customers (teachers, staff, students, parents) are treated in an appropriate manner

Demonstrate excellent verbal communication skills by communicating effectively with technical and non-technical colleagues at all levels in the organization

Create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of incidents and service requests and enable users to become more self-sufficient

Attend internal training as necessary to keep up to date with the latest technology and internal system processes

Orange County Public Schools Orlando, FL

Digital Learning Consultant (Contractor) 11/15 – 12/16

Collaborates with Digital Curriculum Project team to complete implementation of Digital Curriculum at identified OCPS schools.

Trains both internal and external customers in the functionality of OCPS digital solutions, within the assigned territory.

Maintained superior level of customer service while handling escalated issues with online platforms

Proactively engages key educators, staff and administrators to ensure successful implementation and usage of digital educational tools

Demonstrates key platforms to adopters of digital product, measuring activation and usage

Provides personal consultation for schools and departments that are implementing a digital product

Provides quality demonstrations and presentations of products with major focus on educational technology

Aon Hewitt Orlando, FL

Customer/Client Service Representative (Contractor) 2/15 – 4/15

Responsible for answering and handling inbound calls from client employees as well as conducting outbound calls for follow up as required.

Solved complex issues relating to their health, savings and retirement plans and human resource related issues.

Alere, Inc. (Healthcare Division) Orlando, FL

IT Customer Service Representative – (Contractor) 05/14 – 2/15

Identified and escalated obstacles influencing timely resolution to customer requests.

Followed all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA and SOX requirements

Identified, researched and resolved technical problems while providing prompt, quality assistance to the users of Alere Healthcare Home Monitoring computer systems.

Provided first and second level helpdesk support

Provided technical assistance to computer users by answering questions or resolving computer issues in person, via telephone or remotely

Troubleshoot and repaired computer hardware and software, including printing, installation, software support, electronic mail, and operating systems

Managed the setup and installation of hardware systems including personal computers, printers, and phones

Taylor Communications/Hilton Grand Vacations Orlando, FL

Desktop Support Analyst (Contractor) 12/13 – 3/14

Provided first and second tier level field support for all company applications

Responsible for installing desktop systems and associated software.

Worked as system administrator with vendors to troubleshoot all LAN, WAN, Wireless and Telephony issues.

Handled procurement of all IT related hardware and software.

Administered User training.

Install and configure software systems that support the network infrastructure such as, network monitoring systems, log monitors, DNS servers, firewalls, and IDS/IPS systems.

Ensured hardware and software inventory was up to date at all times.

Set up equipment for end-user use, performing or ensuring proper installation of cable, operating systems, and appropriate software.

Installed and performed minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

Efficiently monitored ticket tool queue for requests, and action/resolve in a timely manner within SLA guidelines.

Updated and maintained accurate vendor records

Ensured that Anti-Virus system is up to date on all workstations and servers.

Developed and maintain image management for all systems.

Nemours Hospital - Healthcare Orlando, FL

Information Systems Analyst/Service Desk & Desktop Support 10/08 – 10/13

Provided first, second and third tier level end- user technical customer support for PCs, peripherals, telecom devices, audio visual equipment as well as company applications

Installed, maintained, troubleshot, and repaired desktop-related equipment and software (PCs, peripherals, laptops, printers, etc.) used in the enterprise

Accurately documented instances of hardware failure, repair, installation and removal

Coordinated with appropriate vendors to repair warranty items in a timely manner

Trained vendors on various applications and processes

Created workflow instructions and training materials as it pertained to particular scenarios and applications

Worked with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients as per company SLA’s (Service Level Agreements)

Researched new and innovative technologies that could be introduced to IT team

Interacted with numerous computer platforms in a multi-layered client server environment

Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems

Supported all end-user clients, including training end-users on all desktops/equipment.

Analyzed and resolves incidents and requests regarding use of application software or hardware

Followed up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer satisfaction is complete.

Extensively utilized Remedy application to record and track issues

Documented resolutions and update self-help and staff knowledge bases

Hands-on experience with new user setup and in depth knowledge of Windows Active Directory

Ability to work well with people from different disciplines with varying degrees of technical experience and with limited supervision

Responsible for the strategic development and implementation of cost-effective training and support solutions that are designed to provide improved productivity, streamlined operations, and faster access to critical information

Responsible for ensuring administrative functions are completed in a timely manner including status reports, metrics

Received and processed inbound communications to the Help Desk from internal Nemours customers.

Able to resolve complex problems immediately, and quickly escalate calls to level III support when necessary.

Performed technical functions such as password resetting, deployment of images, provide users support, provide drivers, patches, and software for multiple systems including, but not limited to, Active Directory, SAP, IBM AS400, Blackberry Enterprise Server, Mainframe/Rumba, POS, Cisco VOIP, Avaya, Citrix and over 20 proprietary applications.

Established bridge/executive calls and served as IT Coordinator liaison for the Support Center. Participated in the bridge call if more information needed to be obtained.

Delivered regular, ongoing preventative maintenance activity to desktop applications and hardware

Minimized down time for users.

Involved in a project designed to make processes more stream-lined and efficient for all aspects of supported Nemours technologies. Analyzed current policies, procedures; made recommendations and discussed problematic areas. Tested, documented and implemented new procedures, tools and policies.

Sprint Nextel Maitland, FL

Technical Support Representative 10/03 – 3/08

Primary focus was Network Customer Retention

Responsible for resolving complex subscriber network troubles

Assisted MSO Operations in confirmation of customer trouble resolution

Performed liaison activities between the NETS, Engineering, Operations, S&R, and CLC Participated in national level personnel and customer care notification process on unscheduled and scheduled system outages

Performed escalations when needed, driving trouble resolution and customer satisfaction Ensured minimal Network Churn.

Troubleshot and resolved all customer problems, including identifying errors, unit issues, and network related problems.

Responsible for maintaining the process for customer reported troubles

Performed liaison activities between engineering, operations, sales, marketing, customer care and corporate engineering.

Familiar with resolving subscriber network issues using trouble management software tools

Alabanza, Inc. Baltimore, MD

Website Support Customer Service 03/02 – 08/03

Provided high-volume business customers with fast, reliable, and secure registration services pertaining to website domains and technical support regarding all applications

Monitored queues in specified intervals, Logged specific impacts to business.

Worked in compliance with clients to improve procedures/processes,

Tested Client website before live launch

Reset Passwords for clients

Answered incoming telephone calls and e-mails to the Support Tracking System professionally and courteously

Resolved clients’ questions related to BulkRegister.Com's products and services

Maintained an accurate spreadsheet of the phone messages for each phone workgroup and sent to the Customer Support Manager daily

EDUCATION

Valencia College Orlando, FL

A.A. General Studies concentration in Information Technology, Dec 2023

Valencia College Orlando, FL

B.S. Computing Technology and Software Development, In Progress

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