Technical Support Desktop/Helpdesk

W. BRIAN ROBINSON 774-***-****

*** ****** ****, **** **, Holliston, MA 01746-1288 *****.********@******.***.***

Technical Support Engineer Summary:

An energetic designer of networks, systems, and solutions, with 4+ years of Business Support/Support experience. Major strengths include the talent to design imaginative and beneficial applications for hardware and software, excellent troubleshooting and fault resolution abilities, Telecommunications support (including VoIP and cabling), Desktop Support, Help Desk support, traffic analysis, training, and project coordination. Strong interest in ethical business practices, and task efficiency. SharePoint and Windows 7 migration.

Achievements:

Reduced corporate expenses by inventorying, identifying, and eliminating unused or redundant circuits

Improved corporate support as lead technician by expanding telecom help desk from four to 25 engineers

Saved recurring corporate resources by designing and managing installation of new efficient building circuit demarcation point and main distributing frame for voice, T1 circuits, and LAN

Saved $500k sale by designing multi-site network and dial plan for VoIP telephone system

Reduced expense of dedicated tie lines, and simplified call routing on tie lines, by designing simple, coordinated, dialing plan for Northern Telecom SL-1 and ROLM 9751 PBXs

Enhanced reliability by an order of magnitude on remote PBX equipment by designing and implementing a redundant utilization plan for a double microwave radio installation

Increased corporate efficiency by participating in Windows 7 migration/upgrade teams

4+ year of experience maintaining employee and corporate data security (SOX).

Technical Summary:

Systems: NBX, Meridian, SL-1

Manufacturers: 3Com, Nortel, Dell, HP, ProComm/PictureTel, CLI, VMX/Octel, V-Tel, AdTran, Ascend, Xerox

Protocols: T1, T3, ISDN, PRI, BRI, CTI, TAPI, IMAP, VoIP, Ethernet, 100 Base T, LAN, WAN, Fiber Optic, Cat 5, 6

Products: PBXs, PCs, Inverse multiplexers, Windows 9X, NT, 2000, XP, Vista, Windows 7, 8, 10, Mac OS

Applications: Word Perfect, Word, Excel, Power Point, Access, Outlook, Project, Lotus 123, Lotus Notes, Office 2010, Remedy, Bomgar, HP Service Desk, Dameware, MS Lync/Skype, SCCM

Experience:

PRO-SUMER NETWORKS, Holliston, Massachusetts Apr. 2002 to Present

Consulting services, system planning and support, migration, troubleshooting and repair, moves, adds, and changes, for:

DECKERS, Boston and Wrentham, MA Mar. 2017

Desktop Support Technician through TEKsystems for Dell Computers

Replaced point-of-sale equipment (pin pad – card reader) at UGG Shoe outlets.

GENBAND, Billerica, MA Dec. 2016 to Feb. 2017

Desktop Support Technician through TEKsystems

Assisted with corporate merger, including electronics lab reconfiguration, and individual desktop support.

SPENCER TECHNOLOGIES, Northborough, MA Oct. 2016 to Nov 2016

Technical Support Technician through kForce

Performed remote technical assistance for replacement point-of-sale equipment (cash registers) for GNC. Used customer interaction skills and technical expertise to assist store managers in replacing out-of date registers. Also responsible for employee data security to SOX standards.

IBM, Framingham, MA Aug. 2016 to Sept. 2016

Desktop Support Technician through TEKsystems

Replaced point-of-sale equipment (register/computer, pin pad, etc.) for Walmart at multiple locations.

ANHEUSER BUSCH, Medford, MA Aug. 2016

Desktop Support Technician through TEKsystems

Performed migration or replacement of 45 computers to Windows 7. Used customer interaction skills and technical expertise to solve issues from employees whose computers were recently migrated to Windows 7. Also responsible for employee data security to SOX standards.

TENET HEALTHCARE, Framingham, MA May. 2016 to Jul. 2016

Lead Desktop Support Technician through TEKsystems for Dell Computers

Lead technician for 5-person team performing depot-level migration or replacement of 295 computers to Windows 7. Used customer interaction skills and technical expertise to solve issues from employees whose computers were recently migrated to Windows 7. Checked OU in Active Directory. Also responsible for customer and employee data security to HIPPA and SOX standards.

TOSHIBA, Framingham, MA Apr. 2016 to May 2016

Desktop Support Technician through TEKsystems

Replaced point-of-sale hardware for Walmart at multiple locations.

CLEAResult, Westborough, MA Sept. 2015 to Dec. 2015

Level 2 Technical Support Analyst through Modis

Used customer interaction skills and technical expertise to solve issues from employees whose computers were recently migrated to Windows 7. Remotely connected via Bomgar, HP Service Desk, and other tools. Checked OU in Active Directory. Also depot level migration of computers to Windows 7. Responsible for customer and employee data security to SOX standards.

CVS Caremark, Lincoln, RI Mar. 2015 to July 2015

Level 2 Technical Support Analyst through Randstad USA

Used customer interaction skills and technical expertise to solve issues from employees whose computers were recently migrated to Windows 7. Remotely connected via Dameware and other tools. Checked OU in Active Directory. Also depot level migration of computers to Windows 7. Responsible for customer and employee data security to HIPPA and SOX standards.

BAE Systems, Burlington, MA Jan. 2015 to Feb. 2015

Technical Support Analyst through The Goal, Inc.

Depot-level installation of Windows 7, necessary applications, and employee files onto new replacement computers while maintaining employee and corporate data security (SOX and Mil Spec).

ANALOG DEVICES, INC, Chelmsford, MA Nov. 2014 to Nov. 2014

Technical Support Analyst/ Desktop Support Analyst through TEKsystems

Depot-level installation of Windows 7, necessary applications, and employee files onto existing or new replacement computers while maintaining employee and corporate data security (SOX).

EXEL DISTRIBUTION, Bow, NH Sept. 2014 to Sept. 2014

Desktop Support through TEKsystems

Depot-level upgrade to Windows 7, and reinstallation of necessary applications and employee files onto existing or new replacement computers while maintaining employee and corporate data security (SOX).

STATE STREET BANK, Quincy, MA Nov. 2008 to Jan. 2009

Help Desk Technical Support Engineer through TEKsystems

Used customer interaction skills and technical expertise to solve computer issues from employees. Remotely connected via support tools. Responsible for customer and employee data security (SOX).

TECHNOLOGY ASSET SERVICES, Hopkinton, MA Mar. 2005 to Nov. 2006

Project Manager

Designed, installed, and managed projects for installation of network-based telephone systems and associated networks.

BANK of AMERICA, Multiple MA locations May 2004 to Aug. 2007

Field Engineer through Decision One

Installed new, or replaced, POS equipment.

RNK VoIP, Dedham, MA Feb. 2004 to May 2004

Help Desk Technical Support Engineer

Used customer interaction skills and technical expertise to solve Unix computer issues from employees. Remotely

connected via support tools. Responsible for customer and employee data security (SOX).

Significant prior experience :

Installation and support for telecommunications systems (PBXs) including network-based VoIP systems like the 3 COM NBX, where I was a lead tech support engineer for three years.

Military Service

USAF and MASSACHUSETTS AIR NATIONAL GUARD, Otis ANGB, MA

Education

AS Telecommunications, Northeastern University, Boston, MA 1995

AAS Electronic Systems Technology, Community College of the Air Force, Otis ANGB, MA 1997

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