KEVIN D. ROBINSON

312-***-****

ad4fs4@r.postjobfree.com

Summary:

●Over 17 years of experience as a Sr. Desktop Support Engineer with a proven track record in client/server administration, troubleshooting, and support.

●Provide desk side training and support for C suite clients.

●Upgraded and deployed both new and legacy assets from Windows 7 to Windows 10.

●Helped manage the deployment and upgrades of over 5,000 machines for clients.

●Demonstrated excellent communication and client care skills by documenting all analyzed work and communications within ticketing systems.

●Implemented and managed enterprise networks including, application, mid-range systems, local and wide area network components.

●Provided level 2 and 3 support and administration for users using Office 365 suite including MS Teams.

●Maintained the overall design of O365 security solutions, such as MAM, MDM, Conditional Access and Azure Information Protection etc. Ensure solutions meet security requirements while remaining user friendly.

●Administered ADDS, Azure Active Directory and Azure Active Directory Connect.

●Teams Integration with Office365 services (SharePoint, Exchange, Planner, Forms etc.)

●Performed Backend troubleshooting for Microsoft Office.

●Formulated and created Office 365 SharePoint sites for domain users and external client access.

●Triaged upcoming changes and took appropriate action such as analysis, communication for Consistent support for end-users.

●Created and updated documentation as needed, detailing critical procedures and instructions needed to support the messaging environment.

●Proficient Team lead with over five years of management experience with responsibilities for Upwards of thirty technicians.

●Expert in Soft Skill management in high power, result driven environments.

Professional Experience:

SDI Presence /CTA Transit, Chicao, IL.

Sr. Desktop Support Engineer

●Provided daily technical support in a hybrid environment for CTA associates and its passengers.

●Onboarded and offboarded new employees along with a myriad of interns.

●Provided network support for the company as well.

●Tracked issues using Service Now ticketing system.

●Applied ITIL best practices in all aspects of the project

●Helped in supporting the “Red Line Extension Project”.

●Provided field support as a backup for the field engineers.

●Worked aggressively in a Windows 10 and Windows 11 environment.

University of Chicago Medical Center, Chicago, IL.

April 2023 – June 2023

Sr. IT Specialist

●Provided daily support for faculty and staff within the University of Chicago Medical Center.

●Responsible for installation, maintenance, and support of computer equipment for hospital Faculty and staff.

●Troubleshot, diagnose, and resolve data communication, connectivity, and other desktop related Network issues.

Techmate, Chicago, IL. April 2022 – June 2023

Field Support Technician (part time)

●Provide on-site technical support for banks, and law offices in the Chicagoland area.

●Provide "Smart Hands" service or local 'hands and eyes' technical

Support to assist with remote troubleshooting tasks.

●Provide visual verifications and hands on support under the direction

Of remote expert teams.

●Provide on call support by racking/stacking/patching of network devices.

SystemSoft Technologies / Swiss Re, Chicago, IL. May 2022- Sept 2022

Field Support Engineer

●Prepared, and deployed new and existing workplace hardware with the

Latest Swiss Re Windows 10 deployment build.

●Handled incidents and requests in accordance to process

Guidelines within Swiss Re's Service management tool ("SNOW").

●Managed the escalations of Swiss Re issues, working closely with Swiss Re’s senior team Members and other services teams as required.

●Occasionally involved in other types of IMAC/request fulfilment tasks, including Swiss Re desk Moves, print device relocations and local event setup/support.

●Used occasional Involvement in other types of IMAC/request fulfilment

Tasks, including Swiss Re desk moves, print

Device relocations, and local event setup/support.

●Used Microsoft Endpoint Configuration Manager (MECM) to deploy security patches and Applications across the Swiss Re network.

RSG-Global/ Avison Young, Chicago, IL. Feb 2022- May 2022

Sr Desktop Support Engineer

●Performed on-site and remote analysis, diagnosis, and resolution of complex desktop problems for executives in within the Avison Young organization using the industries top MSP tools and Best practices.

●Using Active Directory: supported and managed domain controllers and member servers.

Managed group policy and user account creation, security, and auditing.

●Prepared real-time, accurate, and detailed notes within the Remedy ticketing system.

●Documented of IT processes that were utilized by the Service Desk and technical teams.

●Performed general user and copier location moves for new and existing users.

●Performed hands-on advanced troubleshooting of Windows 10 Operating System, user desktops/ Laptops, printers, mobile devices, and peripheral devices.

●Provided support for enterprise applications such as Zoom, Slack, Workday, Okta, and Tableau.

●Troubleshoot network connectivity and performance using tools like Tracert and Ping.

Deep Blue Data, Chicago, IL. April 2021-December 2021

PC Specialist

●Provided engineering support for multiple small businesses: servers, PCs, networking, firewalls, and Wi-Fi.

●Responded to incoming customer requests via phone, email, and chat.

●Administered RMM platforms – N-Central and ConnectWise Automate: patch management, Automation scripts, software deployment, client reporting, and monitoring.

●Created internal training documents, new client assessment documents, and existing client IT Overview and informational documents.

●Respond to incoming customer requests via phone and email

●Established and maintained strong client relationships and liaised between clients and sales staff.

●Microsoft administration including MS Exchange, and Active Directory.

Wipro Technologies/ Village MD., Chicago, IL. November 2019- March 2020

Desktop Engineer

●Onboard and offboard new associates.

●Create Active Directory Accounts and assign appropriate Organizational Units.

●Provision Office 365 licensees according to business needs.

●Provide day to day technical support for executive level associates, Doctors, and support staff.

●Procure equipment for the company.

●Image and deploy Microsoft Surface machines.

●Used Jira ticketing system to support and resolve technical issues.

Artech Information Systems LLC / IBM- (R1), Chicago, IL May 2018 – May 2019

Deskside Support Specialist II

●Provided daily deskside break/fix support.

●Migrated machines from Windows 7 to Windows10 using Microsoft System Center Configuration Manager along with Power Shell scripting for patches.

●Used Service Now to resolve day to day technical issues.

●Provided support for VIP executives using “white glove” treatment.

●Supported remote users with LogMeIn, ConnectWise, and Remote Desktop Protocol technologies.

●Microsoft Active Directory administration.

●Imaged and deployed HP, Lenovo, and Dell PC equipment using System Center Configuration Manager.

●Provided support for Android and iPhone devices.

●Trained new associates and teammates on policies and procedures.

●Citrix Support.

Northern Trust bank, Chicago, IL. January 2018 - March 2018

Desktop Support Technician

●Daily support working in service now ticketing system.

●Provided IMAC (Install, move, add, and change) support.

●Conference room support, setting up meetings, and printer support.

●Windows support for 7/10 versions.

●Provided technical support for executive level associates.

●Active Directory administration.

General Growth Properties, Chicago IL August 2017 – November 2017

Technical Support Team Lead (Desktop Support)

●Helped to lead a PC refresh project of approximately 200 users.

●Upgrading legacy and new Dell and Hewlett Packard equipment from Windows 7 to Windows 10.

●Managed workflow of 4 technicians to insure Service Level Agreements were met.

Using Service Now.

●Trained and supported C level associates on new operating system.

●Use System Center Configuration Manager to build and distribute application packages along With asset management.

Hewlett Packard Enterprise - Omnicom Account/ Chicago IL November 2017-July 2017

Sr. Customer Engineer-Team Lead (Desktop Support)

●Helped to establish (WSC) Walkup Service Center for associates within the Omnicom network of Media Agencies.

●Instrumental in establishing policies and procedures with management team as it pertained to

The WSC.

●Trained WSC team on newly implemented policies and procedures.

●Installed new, and re-imaged existing equipment including both Macs and PC’s.

●Provided onsite and remote desktop support for Mac (OSX) and Windows (7&10) machines.

●Monitored and managed daily work flow using Service Now ticketing system.

●Verified completion of scheduled jobs, including back-ups.

●Resolved basic network connectivity issues within TCP/IP, DHCP, and DNS protocols.

●Proposed changes or solutions to products and services to provide optimal business results.

Modis / Hewlett Packard Enterprise - Duracell Account / Chicago IL March 2016- October 2016

Sr. Desktop Support

●Provided senior level white glove technical support for executive level associates including the CEO, and the CFO per ITIL best practices.

●Managed and applied IMAC (implement, move, add, and change) services in a Windows Computing environment.

●Worked diligently with engineering team to assist in testing, Imaging, and deploying new assets for executive team.

●Created documentation to add to knowledge base for global colleagues.

●Helped transition into a standalone enterprise environment.

●Implemented inventory management processes and procedures.

Park Hyatt Washington, DC March 2015- December 2015

IT Analyst

●Managed current systems and upgraded future systems in a Windows workstation and server Environment.

●Maintained inventories, conducted on-site training to promote efficient operations and answer Questions to avoid or resolve systems-related problems.

●Managed vendor relationships and provided operational oversight and direction.

●Provided daily technical support to both the administration team as well as hotel guests.

●Helped to insure and maintain the technical environment and systems were compliant with Corporate standards.

Education:

●Prairie View A & M University, Prairie View, TX

Bachelor of Science, Electrical Engineering

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