Desktop Support Help Desk
Resume:
Kelly Robinson
Southlake, TX *6092
******************@*****.***
Summary:
I am a results-driven and highly skilled Lead Engineer/Desktop Support professional with extensive experience in the IT industry. Equipped with a comprehensive background in desktop support, asset management, and customer service, I have consistently delivered exceptional solutions to support organizational needs. I am proficient in a wide range of technical skills, including network support, software troubleshooting, and active directory administration. My strong ability to evaluate and prioritize customer inquiries allows me to provide effective resolutions and ensure customer satisfaction. I am currently seeking a challenging role where I can utilize my expertise and contribute to the success of an organization.
During my time with Dimiour, HCL Tech, HCL America, and NTTdata, I gave VIP White glove service while working at these companies. Worked in at the corperate offices for the companys.
Work Experience
Telecommunications Desktop Support Engineer
Dimiour LLC
Augast 2023 to August 2024
•Assisted VIP users with application issues, ensuring prompt resolution and minimizing disruptions.
•Addressed printer issues for VIP users, troubleshooting and resolving problems.
•Managed ticket queue on Service Now, responding to user inquiries and resolving application-related issues.
•Assisted VIP users with setting up administration rights on their PCs and laptops, granting necessary permissions.
•Provided support and troubleshooting for connecting to conference room audio and visual equipment.
•Collaborated with IT teams and vendors to ensure seamless integration and functionality of conference room equipment.
•Maintained a customer-centric approach, delivering excellent service and support to VIP users.
•Documented and escalated complex issues to appropriate teams for further investigation and resolution.
•Maintained thorough knowledge of applications and equipment to provide accurate and efficient support.
•Ensured adherence to service level agreements and quality standards for VIP support.
Lead Engineer\Desktop Support
HCL TECH
May 2023 to September 2023
Provided VIP desktop support and asset management services.
•Assisted VIP users with application issues, ensuring prompt resolution and minimizing disruptions.
•Addressed printer issues for VIP users, troubleshooting and resolving problems.
•Managed ticket queue on Service Now, responding to user inquiries and resolving application-related issues.
•Assisted VIP users with setting up administration rights on their PCs and laptops, granting necessary permissions.
•Provided support and troubleshooting for connecting to conference room audio and visual equipment.
•Collaborated with IT teams and vendors to ensure seamless integration and functionality of conference room equipment.
•Maintained a customer-centric approach, delivering excellent service and support to VIP users.
•Documented and escalated complex issues to appropriate teams for further investigation and resolution.
•Maintained thorough knowledge of applications and equipment to provide accurate and efficient support.
•Ensured adherence to service level agreements and quality standards for VIP support.
Field Service Tech
NTTdata - Coppell, TX
September 2022 to March 2023
Provided assistance to users, resolving desktop and laptop issues promptly and effectively.
•Assisted users in troubleshooting Wi-Fi and LAN connections, ensuring connectivity.
•Worked with scanners and tablet devices, addressing any issues or concerns.
•Managed assets for the Corporate Offices, Takis Coppell TX plant, and Popcornopolis plant in Vernon CA.
•Oversaw the inventory and maintenance of various devices, including Zebra printers, Zebra and Honeywell scanners, laptops, and desktops.
•Troubleshot VPN issues, ensuring secure and reliable remote access for employees.
•Addressed O365 and Outlook issues, providing support and troubleshooting to optimize productivity.
•Collaborated with cross-functional teams to identify and resolve complex technical problems.
•Maintained documentation and records related to asset management and issue resolution.
•Ensured compliance with security protocols and best practices in asset management.
•Managed ticket queue on Service Now.
Field Service Tech
GTN Technical Services / NTTdata contract
December 2021 to September 2022
Provided assistance to users, resolving desktop and laptop issues promptly and effectively.
•Assisted users in troubleshooting Wi-Fi and LAN connections, ensuring connectivity.
•Worked with scanners and tablet devices, addressing any issues or concerns.
•Managed assets for the Corporate Offices, Takis Coppell TX plant, and Popcornopolis plant in Vernon CA.
•Oversaw the inventory and maintenance of various devices, including Zebra printers, Zebra and Honeywell scanners, laptops, and desktops.
•Troubleshot VPN issues, ensuring secure and reliable remote access for employees.
•Addressed O365 and Outlook issues, providing support and troubleshooting to optimize productivity.
•Collaborated with cross-functional teams to identify and resolve complex technical problems.
•Maintained documentation and records related to asset management and issue resolution.
•Ensured compliance with security protocols and best practices in asset management.
Helpdesk Support Technician
Lance Soft Inc / T-Mobile
Septmber2021 to December 2021
7668 Warren Pkwy
Frisco TX 75034
Worked in a call center environment, assisting employees with application and device issues.
•Handled employee calls regarding password resets and multi-factor authentication problems.
•Provided support for various devices used in stores, troubleshooting and resolving issues.
•Assisted employees in resolving application-related issues and providing guidance.
•Ensured prompt and effective resolution of problems to minimize downtime for employees.
•Maintained a customer-centric approach, delivering excellent service and support.
•Collaborated with team members to identify recurring issues and implement proactive solutions.
•Documented and escalated complex issues to appropriate teams for further investigation.
•Maintained thorough knowledge of applications and devices to provide accurate and efficient support.
•Communicated technical information clearly and concisely to non-technical employees.
•Ensured adherence to service level agreements and quality standards.
Desktop and Server Support
Galaxy Technical Services
2583 N.E. 33rd
Fort Worth Tx.
Febuary2021 to August 2021
•Worked for a Multi-service provider.
•duties covered desktop support.
•server support
•Helped with O365 application support along with Outlook mail application.
•Printer support
Desktop Support Technician II
HCL AMERICA -
Frisco, TX
May 2019 to November 2020
•Worked on PepsiCo account, providing technical support and overseeing various projects.
•Traveled to Wytheville, VA to support site transition, onboard new tech, and ensure smooth operations (June 2019 - Mid July 2019).
•Assumed responsibilities in Tumwater, WA as a replacement for the previous tech until a new tech was onboarded (Mid July 2019 - Mid-August 2019).
•Trained employees at both sites on new processes and ensured their understanding and satisfaction.
•Managed desktop support operations for Dallas, Mesquite, and Lancaster locations.
•Successfully upgraded Lancaster and Mesquite sites to Windows 10 image.
•Served as Assistant Project Manager for the Windows 10 project, coordinating with techs and management at East Coast, Chicago Headquarters, and Bradenton FL Tropicana Plant.
•Facilitated installations and managed equipment and stock for various divisions within PepsiCo organization.
•Took over desk side operations for Parkwood HQ, Mesquite Plant, and Dallas Plant.
•Managed a Virtual Tech Bar during COVID-19, providing remote support to customers through chat.
•Assigned techs to resolve customer issues while also working on essential sites.
•Became Asset Manager for the North American PepsiCo account in June 2020.
•Processed orders for laptops, desktop devices, and Macs, ensuring accurate inventory management.
•Utilized SCDB to create node names for each order and handled PC operation-related problems through a dedicated mail group.
•Transitioned to Asset Manager for Mobility Devices, overseeing inventory for North America.
•Maintained a 98% SLA adherence and received a job rating of 95%.
•Proficient in Service Now ticking system and Calero ticket system for efficient order processing.
Desktop Support Technician
IDC Technologies / Mphasis -
Lewisville, TX
March 2019 to March 2019
to March 2019 to March 2019
Desktop Support Setup workstations and laptops for users Setting up new HQ For DOJ Global.
Desktop Support Technician
K Force Professional Services
March 2018 to February 2019
•Answered phone calls from users regarding computer problems and questions.
•Provided customer service by troubleshooting and resolving computer-related issues over the phone.
•Serviced and maintained printers, label printers, and hand scanners to ensure optimal functionality.
•Managed data room servers and backup servers to ensure data integrity and availability.
•Set up user accounts on DMS (Document Management System) and Dematic systems.
•Monitored Automated Crane, Conveyor, and AGV (Automated Guided Vehicle) systems for smooth operations.
•Actively managed and prioritized the ticket queue on the Service Now platform.
•Provided timely resolution to user issues by assigning and tracking tickets in an efficient manner.
Benefits Verification Specialist
Kelly Services \Lash Group -
Frisco, TX
November 2017 to March 2018
•Works diligently to ensure that patients' health care benefits cover the necessary medical procedures
•Contacts patients' insurance companies to verify coverage levels and gather essential benefits information
•Educates patients on their health care benefits, providing clear explanations and guidance
•Plays a crucial role as a valued member of the health care team, collaborating with other professionals to facilitate necessary medical procedures for patients
•Advocates for patients, helping them navigate the complex landscape of health insurance to access the care they require
•Demonstrates a deep commitment to patient well-being by leveraging knowledge of insurance policies and benefits to optimize patient outcomes
•Maintains strong communication and coordination with insurance companies, healthcare providers, and patients to ensure seamless and efficient healthcare delivery
Desktop Support Technician
Insight Global Staffing -
Fort Worth, TX
July 2017 to September 2017
•Evaluated and prioritized customer problems and complaints, ensuring that inquiries were addressed in a timely and appropriate manner.
•Utilized tools such as Outlooks Lync, Remote Desktop, and other remote access software to connect to customers' desktops and provide assistance.
•Assisted customers in resolving technical problems related to desktop and laptop computers, offering guidance on both software and hardware issues.
•Resolved issues and performed password resets on various systems, including Mainframe applications, SAP Applications, and Active Directory
•Demonstrated strong troubleshooting skills to diagnose and resolve customer concerns effectively.
•Provided clear and concise instructions to customers, guiding them through troubleshooting steps and offering solutions to their technical challenges.
•Maintained a customer-focused approach, ensuring a positive experience and customer satisfaction throughout the support process.
Delivery Driver
Arrive On Time Delivery Inc -
Dallas, TX
May 2017 to July 2017
Customer Service Representative
Apartment Movers/Optimist -
Dallas, TX
March 2017 to May 2017
Cable Installation Technician
Ash Communications Inc -
Plano, TX
March 2016 to March 2017
•Install, maintain, and repair residential cable television and Internet services, ensuring high-quality connectivity for customers.
•Service feeder lines that supply cable access to multiple homes, as well as work with drop lines that facilitate access for individual residences.
•Perform inspections of cable lines to identify and address any issues or potential hazards.
•Lay ground cable as necessary, ensuring proper installation and adherence to safety protocols
•Drive work vehicles to assigned job locations, efficiently managing time and resources.
•Install equipment for cable, internet, and VOIP (Voice over Internet Protocol) phone services, ensuring accurate and reliable installation for customers.
•Collaborate with team members and supervisors to ensure efficient workflow and effective communication.
•Provide excellent customer service, addressing customer inquiries, resolving issues, and ensuring customer satisfaction.
•Adhere to safety guidelines and regulations, promoting a safe working environment for oneself and team members.
•Maintain accurate documentation of job activities, including service records and equipment installations.
Desktop Support Tech Tier 2
Chipton Ross (Northrop-Grumman) Inc -
Irving, TX
March 2015 to December 2015
•Evaluate and prioritize customer problems and complaints, ensuring that inquiries are addressed and resolved appropriately.
•Utilize remote desktop tools to connect to customers' desktops and provide technical assistance.
•Assist customers in resolving technical problems related to desktop and laptop computers, offering guidance on software and hardware issues.
•Resolve issues and perform password resets on Mainframe applications, SAP Applications, and Active Directory
•Perform Active Directory administration tasks, including password resets and user account setups.
•Provide excellent customer service by delivering clear and concise instructions to customers, guiding them through troubleshooting steps and offering solutions to their technical challenges.
•Maintain accurate documentation of customer interactions, including issue descriptions, resolutions, and follow-up actions
•Collaborate with team members and escalate complex issues to appropriate technical support personnel when necessary.
•Stay updated with the latest technologies and industry trends to effectively assist customers with their technical needs.
•Adhere to company policies and procedures while maintaining a strong focus on customer satisfaction and problem resolutions.
Customer Service Representative
Teleperformance Inc -
Abilene, TX
September 2013 to March 2014
Evaluated, and prioritized customer problems and complaints to ensure that inquiries were resolved appropriately Connected to customers desktop using Outlooks Lync, and Remote Desktop Assisted customers in resolving desktop and laptop technical problems by providing guidance regarding software and hardware problems Issue resolution and password resets on Mainframe applications, SAP
Applications, and Active Directory. Utilized Northrup Grumman Ticketing System and Knowledge Base to enter tickets for Field and Site Techs. Troubleshoot basic Outlook Email issues. Performed Active
Directory administration, password resets, and user account setups.
Manager in Training
Allsup's Convenience Stores Inc -
Abilene, TX
May 2013 to September 2013
Customer Service Consultant
Clear Talk Wireless Inc -
Abilene, TX
April 2012 to April 2013
•Provided excellent customer service, assisting customers with questions about service plans and contracts.
•Assisted customers in the sales of Cellphones and hotspots, offering guidance and recommendations based on their needs.
•Demonstrated product knowledge and features to customers, highlighting the benefits of different Cellphone models and hotspots.
•Utilized effective communication skills to build rapport with customers and create a positive sales experience.
•Answered customer inquiries promptly and accurately, ensuring customer satisfaction and retention.
•Handled customer complaints and resolved issues in a professional and timely manner.
•Collaborated with team members to meet and exceed sales targets and goals.
•Maintained a high level of product knowledge, staying updated on the latest Cellphone models and hotspot technologies.
•Participated in sales training programs to enhance selling techniques and customer service skills.
•Handled cash transactions and processed sales through the point-of-sale system.
Support Specialist
CSC Inc -
Coppell, TX
May 2000 to August 2011
•Evaluated and prioritized customer problems and complaints to ensure proper resolution and customer satisfaction.
•Utilized Remote Desktop to connect to customers' desktops and provide assistance in resolving desktop and laptop technical problems.
•Offered guidance and support to customers in troubleshooting software and hardware issues.
•Resolved issues and performed password resets on Mainframe applications, SAP Applications, and Active Directory.
•Conducted Active Directory administration tasks, including password resets and user account setups.
•Demonstrated expertise in issue resolution and provided effective solutions to customers.
•Maintained a customer-centric approach, ensuring prompt and efficient problem-solving.
•Collaborated with cross-functional teams to address complex technical issues.
•Documented and maintained accurate records of customer interactions, resolutions, and follow-up actions.
•Ensured compliance with security protocols and best practices in Active Directory management.
Education
CLC
Garland Tx
Certificate of Completion in Network Engineering
Ashford University Clinton Iowa 2 yrs. -
Clinton, IA
Abilene High School
Abilene Texas,
Graduated 1980 HS Diploma
Skills
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Cabling
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Desktop Support
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VoIP
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Software Troubleshooting
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Active Directory
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ServiceNow
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Microsoft Windows
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Remote Access Software
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Operating Systems
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Microsoft Windows Server
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Help Desk
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Network Support
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Computer Networking
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Troubleshooting
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DNS
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DHCP
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LAN
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VPN
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TCP/IP
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System Administration
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Technical Support
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Microsoft Exchange
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Azure
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Microsoft Office
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Microsoft Outlook
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English
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Microsoft Excel
Management
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IT support
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Customer service
Military Service
Branch: US NAVY RESERVE
Rank: E4
August 1981 to August 1992
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