WAYNE A. ROBERTSON

***-** ******** ******, ******

Hollis, N.Y. 11423

917-***-****

Technical Support Specialist

Accomplished Technical Support specialist with the ability to establish and maintain effective communication with management and users. Efficient, organized, detailed oriented, and consistent thorough follow-up. Quick learner, accustomed to a fast-paced environment where deadlines are priority and handling multiple jobs simultaneously is the norm. Comfortable understanding and working with all types of people. Keenly aware of the importance of completing assignments on time, within budgets while maintaining management satisfaction.

CERTIFICATIONS Certified Novell Administrator

Microsoft Certified System Engineer

Microsoft Certified System Administrator

PROFESSIONAL EXPERIENCE

Canon USA, Melville, NY 7/05 – 5/20

System & Technical Support Specialist

Provide advance telephone and web based technical assistance to Canon Resellers all over the United States regarding hardware, and software, product connectivity, and functionality in order to provide timely solutions to Canon's independent dealers and Canon Solution America trained technicians.

Duplicate, re-create, or setup the environment within an open pre-escalated case, in order to obtain information, provide a solution and, or assess the problem that a customer may be experiencing and report the status as well as any possible fixes.

Log all calls into our Call Management System in order to manage caller’s inquiries in the most effective and professional manner.

Support Windows7, Windows 10, Macintosh, Windows Servers, Unix, and AS400 Mainframe printing to various high end copiers like, imageRUNNER ADVANCE, imagePRESS, VarioPrint Series, Prismasync, and Multifunction scanner equipment.

Use Webex, Teamviewer, or GotoMYPC for extra remote control support, to dealers at customer locations.

Support uniFLOW, which is a complex print management software for the Canon copiers.

Use state of the art lab equipment to duplicate, recreate, the environment in order to obtain information, provide a solution and or assess the problem a customer may be experiencing and report the status as well as any possible fixs.

Document all calls into the Call Remedy Management system in order to manage callers inquiries in the most effective and professional manner to ensure efficient follow up and timely solution

Actively contribute and share information through the knowledge base for both internal and external users. Video production, producing short How to Videos to share through Canon's e-support technical website which has libraries to assist technicians and system engineers how to complete certain task without having to call for assistance.

Throughout all the call centers in the Tri State New York Region, The Canon Technical Support Center has provided 11 Consecutive years of Excellence by Benchmark Portal and I am proud to be a part of the team. I am one of the primary speakers on the team in a Canon video. https://youtu.be/1u1dm3Qc5-4 During the 10th year of the review by Purdue University, the inspector listen to one of my calls. I solved it after troubleshooting and the end user ask for my name and thank me profusely. The inspector was impress and included that in his report to Canon. We won the 10th award.

Shen Milsom & Wilke, Inc., New York, NY 4/02 – 3/05

MIS Assistant

Assist the MIS Director on the day-to-day support of the network. Provide phone support to offices.

Support 250 users in 11 cities in the United States and oversees. Responsible for servers, which includes Windows 2000 Server and Novell. Responsible for answering and solving requests from users experiencing problem with hardware, software, networking, and other computer related technologies. Hands on knowledge of Windows 95/98/NT/ME/2000/2003/XP, MS Office, Groupwise and Netware 4-5. I maintain, analyze, troubleshoot, document, and repair computer systems, hardware, and computer Parts.Responsible for backups of all servers and our 2 T1 lines.

In charge of network when Director is at other locations. Setup network connections, provide rollout of pc’s to various remote offices. Support various network application, and network printers. Backup software administration using ArcServe 2000 and Veritas Backup. Installed patch cable in server room for workstations. Upgraded all Dell workstations from 98 to 2000. Communicate with high-level executives in time sensitive, high-pressure situations. Clone machines and roll them out with Ghost software. Setup firewall and VPN. Problem solve hardware and software issues on all systems expeditiously with minimum disruption to end users. A focus on special needs of executives and their assistants, i.e. laptops, remote email setup, and support relating to business travel. Installing and configuring new equipment. Assisting users with desktop software.

The Conde Nast Publications Inc., New York, NY 10/00-10/01

HelpDesk Support Specialist

Supported 2500 users in a TCP/IP environment. Responsible for general phone support with various network applications and devices. Used Lotus Notes ver. 4.6 to create, open and manage client databases. Landesk into pc desktop, laptop, and fixed problem over the network. Used timbuktu to fix Macintosh problems. Macintosh hardware ranges from a Powermac 7300/120 to G4 Cube. Supported Compaq workstation. Setup email in lotus notes for new clients. Troubleshoot lotus notes problems. Supported both pc and macintosh problems from MAC OS systems crashes to no Novell login prompts.

Setup remote shiva dial-ins for both Macs and PC. Setup Replications for both PC’s and MAC laptops. Responsible for responding to email and voicemail request. Troubleshoot virus problems and ran virus software remotely from my workstations. Escalated VIP clients to the appropiate queues.

Yeshiva Univeristy/Albert Einstein School of Medicine, New York, NY 10/99 - 10/00

Computer Support Specialist

Support 1500 users on a wide area network as well as local area. Provide help desk support and personal user support.

Maintain and update user records. Responsible for network wide antivirus program installed on users machines.

Install and test new software applications and provide testing for users. Desktop support for personal computers used in a class and laboratory environment. 1st. Level support for hardware, software, network. Support mainframe application, and provide support for Microsoft Office suite. Support email and printing.

New York Hospital/Cornell University Medical Center, New York, NY 7/97 - 10/99

User Support Specialist

Support 2500 users in various departments located throughout the Hospital, College, & office bldgs.

Troubleshoot, diagnose, maintain and install new operating system consisting of Windows95, Windows98,

Windows for Workgroup, WindowsNT and, WindowsNT Server and Macintosh OS. Daily responsibilities include help-desk phone support, new connection, on-site troubleshooting, projects, and supporting departmental servers.

Support various network application, & network printers. Install and diagnose various hardware such as NIC, OS, and scanners. Troubleshoot PC’s, Macintosh workstations and network printers. Troubleshoot various network applications and telnet sessions. Use flukes and toners to troubleshoot network wiring connections and data jacks, and infrastructures.

EDUCATION

College of Aeronautics, LaGuardia Airport, Flushing, NY 1988-1991

Bachelor of Technology, Aircraft Maintenance

Queensborough Community College/City University of New York, Bayside, NY 1994-1996

Associate in Applied Science, Computer Science

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