Robert O. Cates

***** ******* ***. *** *

Kansas City, Mo 64137

Cell 816-***-****

ad3p51@r.postjobfree.com

EDUCATION

Columbia College, Columbia, MO

Bachelor of Science, (Computer Information Systems / Minor Business Admin.)

Associate in Science, (CIS / Electronics)

Navy (Completed Electronics / Avionics school) Honorable Discharge

LinkedIn link https://www.linkedin.com/in/robert-cates-a41273150/

WORK EXPERIENCE

Intermountain Health (Contract)

Oct 2023 – Feb 2024

Helpdesk Technician

Remotely resolve connectivity issues for Intermountain Health laptop and desktop equipment in an enterprise based environment. Utilizing Bomgar Remote access software

Used Service Now ticketing system (SNOW bases)

Resolved computer malfunctions including password resets and other software application.

Support for internal company employees.

NTT Data (Contract)

Apr 2023 – Oct 2023

Helpdesk Technician

Remotely resolve connectivity issues for TxDOT ( Texas Department of Transportation ) laptop and desktop equipment in an enterprise based environment. Utilizing Log me in Remote access software

Used Service Now ticketing system (SNOW bases)

Resolved computer malfunctions including password resets and other software application.

Support for internal company employees.

Mainframe password reset support for end users

DXC (Contract)

Jun 2022 – Feb 2023

Helpdesk Technician

Remotely resolve connectivity issues for VPN and laptop and desktop equipment in an enterprise environment. Utilizing Bomgar and Logmein Remote access software

Help support for three different companies Prat & Whitney, Bath Iron Works, and Eaton

Used Service Now ticketing system (SNOW)

Resolved computer malfunctions including password resets and other software application.

Support for internal company employees.

Limited mainframe support for end users

T-Mobile (Contract)

Aug 2021 – March 2022

Helpdesk Technician

Remotely resolve connectivity issues for iPhone and Android for VPN and laptop equipment in an enterprise environment

Utilized remote access software Logmein and Quick Assist to resolve home & company-based laptops and desktops applications.

Used Service Now ticketing system (SNOW)

Used break / fix technique to resolve computer malfunctions including password and other application access.

Supported internal company employees

Unisys CFI Henkel Remote Support (Contract)

Mar 2021 – July 2021

Helpdesk Technician

Remotely resolve connectivity issues for Apple iPhone and laptop equipment in an enterprise environment.

Utilized remote access software to resolve home based laptops and desktops

Used Service Now ticketing system (SNOW)

Used break / fix technique to resolve computer malfunctions

Utilized the internet to resolve undocumented computer issues

I have developed very strong customer service skills over the past 10+ years

Freelance Projects Remote Support (Contract)

Feb 2019 – Mar 2021

Desktop break fix

Working with small office such as insurance offices with 4 or more employees resolving and maintaining computer and phone systems as a freelance agent while looking for more long-term projects

Utilized remote access software to maintain these same offices

Setup Censes office in preparation for upcoming censes for the year 2020

Moved and setup 200 + computers and other hardware for an engineering firm that moved from Overland Park to a downtown location in Kansas City

Kindred Home Health (Contract)

Mar 2018 – Feb 2019

Helpdesk Technician

Resolve connectivity issues for Apple iPad and laptop equipment in an enterprise environment.

Experienced in providing hardware and software support for 500+ home health providers.

Utilize Dame Ware remote access software to configure and resolve Software issues for desktop, and laptop support.

Trouble shoot VPN connectivity issues.

Provided limited support for configuring IBM AS400 integration with Windows.

Utilize Active Directory to reset passwords and modify member group access.

Summary

Looking for a remote position. I have 10 + years of experience in the IT field. Remote and on-site computer repair. Both tier 1 & 2 experience. Android OS Configuration and trouble shooting. Successfully handled 25-30 calls per day with a 75% – 80% closure rate. Used SNOW (service now 2 years). Willing to put in as much time as required in order to resolve computer issues regardless of shift constraints. Major clients include Allstate insurance and other Doctor and Lawyer offices that do not have the need or resources for a full time IT staff.

SKILLS

Skill Name

Skill Level

Last Used

Experience

Manager U.S. Navy

Electronics Tech. Navy

Instructor Navy

Help Desk

Desktop PC Tech

Database Administrator

Expert

Expert

Intermediate

Expert

Expert

Intermediate

6+ Years Ago

6+ Years Ago

6+ Years Ago

Currently used

Currently Used

6+ Years Ago

12 years

12 Years

4 years

12 years

12 Years

3 Years

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