Support Systems

Richard W. Roberts

*** ** **** ** ********, FL **008

386-***-**** *******.*******@*******.***

Systems Administrator Business & IT Consultant

Comprehensive experience in IT consulting and support with extensive background in direct administration of network infrastructure and user accounts. Proven expertise in developing practices and procedures and implementing process improvements that streamline IT systems, easing end-user experience, and lead to overall greater efficiency and productivity for client companies. Has illustrated strong ability to provide IT support, both remote and on-site, for numerous systems and processes.

CORE COMPETENCIES

Internal Computer Hardware Installation & Maintenance End-User/Diagnostic Support AD Profiles

Team Management Solutions Advice Service Desk Support Remote Diagnostics & Support VOIP

System Management, Inventory Control, & Related Management Systems Professional Communication

Problem Solving Training Exchange Mail Accounts Switch Configuration Fiber Connectivity

Data Backup w/ Backup Exec & Recovery Network Topology Diagrams Antivirus & CADD Support

Workstation Imaging Procedures Technical Document Creation IT Systems & Process Improvement

MS Office Suite Cat5e Server 2003/2008 Support DOS Windows Android iOS MacOS

EDUCATION & CERTIFICATIONS

Computer Servicing Technologies Certification A+ Certification Network+ Certification

PROFESSIONAL EXPERIENCE

CompuCom, Jacksonville, FL 9/2015 – 2/2017

Desk Side Support Technician

tMaintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers' needs.

tExpert with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks.

tResident Expert, consulting with colleagues on an as-needed basis, for resolution of particularly challenging issues.

tExpert utilization of remote support mechanisms to resolve issues with remote users

SELF-EMPLOYED, Branford, FL 7/2014 – 9/2015

Independent IT Consultant

tResolves IT issues for clients by providing on-site service and support for all computers and computer related equipment, performing server and network administration, offering computer helpdesk support, completing new office, wireless internet, router, and computer installations, optimizing systems, removing viruses, setting up networks, providing ongoing network troubleshooting, and training clients on IT systems, including Windows and Mac systems.

tConsults businesses on their IT systems and offers recommendations for improvement. Collaborates with clients to implement solutions, enhancing technological systems and processes throughout client companies with greater efficiency and higher productivity.

SMARTSOURCE, INC., St. Charles, IL 6/2015 – 9/2015

IT Consultant

tCompletes various, local IT contract jobs, offering clients IT solutions that will streamline system processes and increase workflow fluidity companywide.

tAs Lead Technician on a technology refit project supporting a Bank of America/Ameris Bank changeover, spearheaded a team of four’s efforts to install and implement all IT equipment, computers, and network infrastructure for the new Live Oak branch. Following the refit, provided end-user support in order to ensure all employees were knowledgeable of IT systems, understood systems’ benefits to workflow, and

were able to use all aspects of systems to keep company operations running smoothly, efficiently, and productively.

EXCLUSIVE CONSULTING, Estero, FL 3/2014 – 7/2014

IT Consultant (1099)

tOffered clients full service business and IT consulting by providing services including on-site installs, maintenance, and assistance related to all computers and computer related equipment, server and network administration, computer helpdesk support, new office, wireless internet, router, and computer installations, data and voice wiring, virus removal, system optimization, network setup and troubleshooting, client training and education on systems, and overall consultations on existing IT systems and potential improvements. Enabled client to understand where IT systems could be improved and presented them with the opportunity to upgrade IT equipment and implement smarter, faster, and smoother IT processes.

CLEARTEC Solutions, St. Petersburg, FL 8/2013 – 10/2013

Systems Administrator Help Desk/Side Desk Support

tProvided Tier 1/2 remote technical support to 300+ end users in over 5 states, as well as internal staff, by installing, maintaining, and upgrading Dell computers in a fast paced environment, monitoring SCSM support queues, creating and cleaning active directories and email accounts, giving VOIP and VPN support, conducting bi-weekly new hire orientation, and responding to emails and phone calls to offer quick support response, uphold support standards, and keep customers satisfied. Employed the following tools: Standard Image, LogMeIn, System Configuration Manager, Active Directory, MS Exchange 2010.

FLORIDA DEPARTMENT OF CORRECTIONS (DOC), Sanderson, FL 2/2006 – 8/2013

Distributed Computer Systems Analyst

tOversaw IT support for multiple correction facilities by completing computer installations, managing AD users and workstations, administering institutional VOIP system, creating quarterly updated, standardized workstation imaging used across region, and providing post-installation education and assistance for computer hardware and software on distributed networks, local area networks, mainframe peripherals, data communications, and software applications, contributing to the improvement of IT systems and their use for the agency.

tResearched and established standards for workstation configuration and operation, which were added to the official IT Field Manual and permanently adopted and implemented statewide.

tProvided support for 400 system users, working varying shifts, related to 223 network computers, five servers, and 150 non-networked computers in multiple facilities. Proven ability to orchestrate operations, including implementation and education, for multi-location unit with many users.

tRan antivirus initiative for region, ensuring error-free systems and information security, by monitoring virus alerts, quickly attending to alerts, keeping DOC updated, and systems properly functioning.

tDeveloped configuration for new Kiosk project, which was utilized for Florida Department of Children and Families/Florida Department of Corrections re-entry partnership and integrated into state agency systems, allowing for more streamlined, efficient, and affordable operations.

FLORIDA DEPARTMENT OF TRANSPORTATION, Deland, FL 2/2004 – 2/2006

Computer Support Specialist, Level II CADD Support Technician

tHelped end-users with network access issues, hardware problems, and software usage support, performed preventative maintenance, and upgraded systems as a part of IT workstation support that made Department of Transportation computer systems more user friendly.

tAs primary CADD support technician, provided software and hardware support for users.

tServed as district representative for the Microsoft patch test team and tested Microsoft critical updates on systems prior to wider distribution, guaranteeing that any issues were discovered and addressed before wider distribution and that updates functioned with district systems.

tPlanned and executed migration of 200 systems from MicroStation J to MicroStation V.8. by reloading each machine and restoring each user’s settings and data. User production was minimally impacted, attesting to skill in improving systems and processes without halting productivity of existing ones.

ANTEON CORPORATION, Deland, FL 9/2002 – 3/2004

Computer Operator II

tProvided IT workstation support for the Florida Department of Transportation as contract employee. Assisted end-users with network access, computer hardware problems, and software usage questions, upgraded computer systems, and completed preventative maintenance on 100 personal computers.

tTrusted to provide sole support for two remote sites, displaying ability to accomplish tasks without assistance and dedication to completion of shared, companywide objectives.

SERVICE ZONE, CLIENT LOGIC, SITEL, Lake City, FL 7/2000 – 9/2002

Senior Technician, Level II

tOffered technical telephone support for Dell Computer Corporation by fielding end-user calls, addressing issues, providing solutions, and coordinating warranty repair if hardware replacement was required in order to give callers correct and timely answers to issues. Exhibited problem-solving, conflict-resolution, communication, and customer service skills as designated technician diffusing escalated situations and remedying existing problem and caller displeasure.

tTrained, educated, and supervised other technicians when providing support on difficult computer issues by providing instruction and correction as needed and observing their technical skill level to ensure their abilities matched the service standards of company.

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