Technical Support Technician

Timothy R. Robinson

***********@*****.*** 770-***-**** Acworth, GA linkedin.com/in/timothy-r-robinson/ SUMMARY

Seasoned Technical Support Technician with 27 years of experience in IT operations, system maintenance, and hardware support. Recognized for strong teamwork and leadership abilities, leading to heightened service quality in support and management functions. Expert in Active Directory, Office 365, and ServiceNow; adept at providing technical support for broadcast systems and server infrastructure. Seeking to leverage extensive troubleshooting skills and a customer-focused approach in a Technical Support Technician WORK EXPERIENCE

NTTData / Novelis

Desktop Support Technician Oct 2022 - Jan 2024

• Managed software and hardware operations, ensuring reliability through meticulous installations, laptop imaging, and adherence to security protocols.

• Served as the primary technician at the onsite Tech Bar, providing personalized support for a range of technology issues, including laptop, AV, peripherals, and software troubleshooting.

• Preserved IT inventory accuracy and facilitated user access by skillfully utilizing ServiceNow, Active Directory, and Office 365, alongside resolving phone system problems.

• Provided specialized technical support for major corporate events, enhancing meeting room setups to foster better communication and engagement among participants.

EW Scripts

System Engineer Jan 2022 - Sep 2022

• Delivered robust technical support for broadcast systems, contributing to the seamless performance of live television production.

• Enhanced workflow continuity by proactively communicating with production teams to resolve technical issues promptly.

• Administered Active Directory user profiles and permissions, while providing technical support for essential software such as Slack, iNews, and Office 365, ensuring sustained staff productivity and system security. HPE

Server Support Engineer Mar 2016 - May 2020

• Resolved complex server hardware issues, including adapter malfunctions and configuration errors, ensuring optimal thermal management in data center settings.

• Coordinated with evening shift staff to facilitate seamless communication and teamwork across departments.

• Completed all Managerial assignments for improved data tracking.

• Employed Salesforce for case management, improving the documentation and tracking of support incidents for more efficient resolution

IBM

AIX/Systems Hardware Support Jul 2005 - Oct 2015

• Provided comprehensive support for AIX and Systems Hardware, troubleshooting technical issues and conducting maintenance across diverse server platforms.

• Resolved complex hardware and firmware problems, including the diagnosis and repair of client adapters and power systems, using FTP diagnostics to ensure effective upgrades.

• Contributed to team effectiveness and increased customer satisfaction by engaging in knowledge exchange and collaborative problem resolution.

Rollins Inc.

Lead Systems Operations May 2001 - 2005

• Conducted system maintenance and established preventative protocols, maintaining operational consistency and upholding customer service standards in a demanding billing cycle framework.

• Enhanced documentation protocols and created an internal departmental intranet to facilitate improved access to information and fostered enhanced team collaboration. StaffTech / COLOPLAST

Web Coordinator Jul 2000 - May 2001

• Collaborated with Marketing and Sales departments to enhance the company's homepage aesthetics, utilizing graphic design software to create engaging content and animations.

• Coordinated content editing and publishing activities, ensuring timely project completion and alignment with diverse organizational needs.

Railcar Management

As/400 Operations Support 1999 - 2000

• Administered technical support for AS/400 systems, facilitating effective data transfers and troubleshooting connectivity issues involving lines, controllers, and PC emulation.

• Crafted and implemented detailed operations documentation, improving support procedures and bolstering system dependability.

GTE

Supervisor of Operations / Web Development Feb 1995 - Jun 2000

• Orchestrated the creation of an internal web page and accompanying database, meeting company objectives and delivering the project in accordance with stringent deadlines.

• Implemented an in-depth training program for new hires, promoting seamless assimilation into department workflows and compliance with ISO9000 regulations in a 24/7/365 work environment. Simione Central

As/400 Systems Support Analyst/Supervisor 1997 - 1999

• Provided comprehensive support and training for various operating systems, improving AS/400 emulation performance and establishing effective system backup protocols.

• Administered Software 2000 and managed network operations for AS/400 systems, successfully addressing technical problems across multiple branches.

EDUCATION

The Westchester Business Institute

A.A.S, Computer Systems Management, Computer System Management 1985

SKILLS

VMS • Vax • Hp9000 • Unix • Mac • HPLaserJet III/4/5Si • RCI Master Console • Defender • IBM 3480 / 3420 / 3570 Drives • Siemans 2050 • Lexmark • Oce’ • 9117 • 9406 • 7026 • 9133 • 8233 HPE DL/BL Servers • C7000 • Dell Laptops

• Lotus Notes • Cris • Jes • InfoManagement • RPG • Cobol • Basic • SSP • JCL • Reflections • Acf2 • Backup.UNET • Appletalk • Irma • Cics • Client Access • MSExchange • Retain • PCS • Win95/98/Nt/2000/Xp/7/8 • D915 • PSP • Vm

• Query • Infinium • HTML • Jde • IBM Knowledge Center iLo 4 • Salesforce • Clickshare • Active Directory • SCCM • O365 • Azure • Intune • Cisco AnyConnect • CyberArk • OneDrive • CCure • Troubleshooting • Printer Installation • Data Backup • Hardware Refresh • iSeries • HPOpenView • Xerox Printing Systems • ServiceNow • Technical Writing

• Network Configuration • Communication • Active Listening • Customer Service • Time Management

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