Robert J. Lamb III

Phoenix, AZ

Phone: 413-***-****

adcok8@r.postjobfree.com

www.linkedin.com/in/rob-lamb

Summary:

Experienced I.T. Professional with over twenty-five years experience in support and service based roles. Enthusiastic to engage with supporting teams not only to receive assistance but to offer my support as necessary. Delivery focused measured by verifiable metrics in order to bring improvements and efficiency. Often proactively engages with support and operations teams to both learn and engage in work efforts. Personally focused on defining and documenting repeatable efficient process to show consistent improvement while recognizing that perfection is not a goal but a constant process.

Experience:

2019 – Current Security Surveillance Service Manager Daily operations include documenting impacting incidents and deploying teams Implemented a ticketing system to track and trend incidents and issues Improved instant communication by establishing a common digital workspace Organized response teams to best utilize individual abilities and knowledge Promoted cross training opportunities to improve response capabilities Heavy focus on defining repeatable process and documentation Weekly meetings with Project and Sales to ensure resource availability 1996 - Current Digital Insanity Productions Owner/Operator Own and operate a full service digital production company Logistic solutions for small businesses

Design and implement home automation systems

Hardware/Software installation and troubleshooting Problem mitigation through trending and troubleshooting Emergency 24 hr on-call service for impacting incidents 2018 - 2019 Artech (contract through IBM onsite American Express) Incident Manager Managed severity 1 and 2 incidents impacting accounts and authorizations Identify and document ongoing problem candidates for Problem Management resolution Coordinate with teams and vendors to ensure project implementations have no negative impact Lead work efforts to minimize impacts to SLA

Participated in root cause analysis to ensure proper resolution Manage change bridges to ensure procedures are followed and no impact incurred 2017 - 2017 Artech (contract through IBM onsite New York State) Incident Manager Managed Severity 1 & 2 incidents for state agencies operating in New York State Coordinate support teams during emergency work efforts Reporting to state-wide agencies of impact and current work effort Trending of incidents to identify problem candidates Manage change bridges to ensure procedures are followed and no impact incurred 2015 - 2016 MassMutual Financial Group Incident Manager Managed Severity 1 & 2 incidents impacting customer service and financial transactions Defined process that lowered engagement times to less than two minutes Worked to ensure application recovery and support plans were in place Reviewed and consulted on change events during weekly C.A.B. Meetings Ran weekly root cause analysis meetings to ensure proper resolution Monitor and report on 240 physical locations utilizing NC4 information security service Ran daily 7AM status meetings to inform teams of current and previous efforts 2011 - 2015 MassMutual Financial Group Lead Technical Advisor Managed onsite and offsite technicians to resolve 1 and 1.5 support level incidents Implemented repeatable workflows to identify and escalate impacting incidents Established S.M.E. roles to ensure knowledge immediately accessible Reviewed escalated tickets to ensure documentation was clear and informative Updated and optimized the internal knowledge-base to ensure more functionality Implemented several self-service options for customers to utilize during high volume 2010 - 2011 Staples IT Service Technician

Diagnose and removal of virus infections

Repair hardware/software issues

Install new hardware/software

2007 - 2009 CNC Manufacturing Network Administrator Daily network operations and troubleshooting

Integrate older CNC controlled manufacturing machines to modern networks Installed and maintained physical network infrastructure Designed and maintained company website

2003 - 2006 Guzik Motors Network Administrator

Daily network operations and troubleshooting

Established a centralized database and routine back ups Designed and implemented customer information terminals Designed and maintained company website

1999 - 2002 RCN Corporation (Formerly JavaNet) Cable modem technician Troubleshoot and resolve cable modem and dial-up connections Configuration changes to cable modems, routers, and nodes Resolve billing inquires

1994 - 1999 M-Pact Engineer

Audio/Visual Engineer for both prerecorded and live events Managed teams of up to ten technicians

Worked on production teams in roles from Engineer to Director and Producer Upgraded broadcast and production suites from Analog to Digital technologies Education:

1994 - 1998 Pathfinder Regional Vocational Technical High School Computer Programming

Editor in Chief “Parent Page” school newsletter 1995-1998 Published School's first website 1997-1998

2004 – 2006 Springfield Technical Community College Majored in Webmaster Program

Computer Lab Programming Tutor

Skills:

ITIL, Incident Management, Change Management, ServiceNow, Incident Tracking, Metrics Analysis, HP Service Manager, CA Service Desk, Active Directory, VMWare, Microsoft Exchange, Cisco Identity Services, Citrix, SharePoint, VPN Support, Data Center Operations, Technical Call Center Operations, Multi-factor Authentication, C++, Windows, Unix, Linux

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