Robert Edmonds

**** ******** *****, *******, ** *7005

ad2d37@r.postjobfree.com

865-***-****

https://www.linkedin.com/in/contactedmonds

https://www.viewmyresume.site

Technology Solutionist, problem-solving with creative thinking.

Managed Projects

* Virtualization (VMware, Citrix)

* Disaster Recovery

* Software Development

* National PC refresh

* Google Office Suite to MS Office Suite

Technology Experience

* Microsoft Office 365 suite

* Google Office Suite

* MS SQL, SSMS

* MS C#, Visual Studio

* System Center Configuration Manager formerly SCCM

* Windows 7, 10

* Jira issue & project tracking

* Remote Support

o TeamViewer

o Dameware

o Bomgar

o LogMeIn

Skills

* Managing multiple complex projects simultaneously

* Team building

Personal Traits

* Critical thinking

* Decisive

* Adaptable

* Experienced in conflict resolution

Certified & Experienced

* CompTIA A+

* ITIL Foundation

* Toshiba Master Tech Training

* Behavioral Interviewing

* Conflict Resolution

* Data Entry Forms in SQL & C# certificate

Trained (Not certified)

After receiving the training these skills have been used and projects have been managed.

* Project Management Professional (PMP), PMI PMBOK course completion

* Kaizen (Continuous Improvement) Onsite training with GE trainers

* ServiceNow System Administration Training

* The summary of a Technology Solutionist (troubleshooter)

Having been in the technology field in one form or another for years from the pre-internet days when Google did not exist through the growth and expansion to cloud technology. The adventure continues and more fun is yet to be had.

Starting as a programmer teaching people how to use custom designed software helped to refine existing soft skills that were greatly needed later. Growing up a carpenter’s son of a successful contractor and business owner. Skills were passed along from my dad on how to collaborate with people. Learning to listen and when to ask questions if people are not sure what they want or need. Reading between the lines, salesmanship and craftsmanship have been adapted to the technology world.

Managing projects, clients/customers and the technology became part of the daily activities. Critical thinking, coaching, mentoring, training, and support are areas where I excel, and these are the opportunities being sought out.

Recent Work history

Coin ConneXion, Director of Research & Development Nov 19- Present

Migrating a twenty-year-old desktop application to the Cloud. Selecting a cloud provider (Azure), database (MS SQL), programming language (MS C#) and setting the sprints and short-term goals.

Writing business plans, technology roadmaps and documenting projects and software.

KBR, IT Business Operations Analyst May 17 – Oct 19

* IT Business Operations Analyst writing and documenting ITIL processes.

* Help Desk Manager of Tier1, 2 and Remediation team. Side projects accompanying daily activities.

- Site-wide system refresh with minimal downtime for the end-user.

- Windows XP, 7 to Windows 10 operating system standardization.

- Implemented a laptop loaner policy.

- Migrated from Google Suite to MS Office.

- Software standardization and weekly upgrades.

SAIC Inc. positions held while at SAIC (worked part-time while at KBR) Nov 08 to Dec 18

* IT Project Manager, subcontracted to ATT for managing the server team, porting phone numbers nationally and a twice a year major disaster recovery project.

* Service Desk Manager for the California Courts. Achieved ISO 9000 certification and raised the customer satisfaction scores from 85% to 97%.

* Software Development Manager for a team that made customer software for the fifteen call center clients with hundreds of end-users.

* Virtual Desktop Infrastructure (VDI) Project Manager using VMware for the backend and Citrix as the front-end solution. Supporting the center and end-users.

Service Desk Manager for the Department of Energy (DOE) (Oct 2015 – Dec 2016)

Service Desk Manager for the Department of Energy as a contractor included mobile, desktop and incident management support for tiers 1, 2 and 2.5. (Tier 2.5 was a limited sysadmin role).

* Implemented a desktop refresh for every system across the U.S. from California to DC.

* Managed the project to replace the Jira ticketing system with ServiceNow.

* Increased user satisfaction from 80% to 98%

IdleAire Technologies, Inc., Technology Manager (Aug 2002 – Oct 2008)

Simultaneous positions held while maintaining the Technology Manager role.

* Network Operation Center (NOC) Manager, setup Cisco switches, monitored sites and reached out to vendors for the 200 locations across the country.

* Advanced Technical Corporate Support, software management and standardization. System troubleshooting and replacement for corporate and sites. Assisted with elevated issues from customer service.

* Customer Support Manager, first point of contact (POC) for end-users and corporate. Customer support assisted the end-users with a custom solution provided by IdleAire.

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