Service Support

***** **** ** *.*.

Lake Stevens, WA, *****

Phone 206-***-****

E-mail adhtiz@r.postjobfree.com

Robert Vulliet

Experience

Jun2019-Feb2020 Mindtree Redmond, WA

**** ******* ******* ******* *** Microsoft

Supporting Microsoft GCC High Customers through Email and over the Phone.

Quickly evaluating what the customer’s issue is and restating it for verification.

Searching the internal Knowledge base, Tech Net and the web and evaluating each source for relevance to the Ticket.

Maintaining a professional ticket so that others could use the information stored with in to resolve similar tickets or continue with mine if I’m not available..

Jun2016-May2019 Microland Redmond, WA

Migration Engagement Lead Microsoft O365

Cleared through CJIS, DOJ and DOD as our customers require.

Ran Migrations using the correct tools, verified customer schedules and met the reporting windows.

Setup the migration server environments with the tools, VPN access, and testing the connectivity.

Resolving customers migration issues, loading the customers schedules in to our migration calendar.

Jun2014-May2016 Compucom Bellevue, WA

Field Service Tech Lowe's Hardware

Weekly store walkthroughs where I proactively look for and correct conditions that could lead to a hardware failure.

Trouble shoot cable runs of twisted pair and fiber to all registers and terminals

While onsite resolve any open incidents with delivered parts, perform installs of upgrades, and end user education of proper procedures and processes.

Feb2014-Apr2014 Compucom Bellevue, WA

ITA Help Desk Tech T-Mobile

Was brought in late on the project and was up to speed in two days where I was on par with the other two who were on the project for months.

Customer facing, for checking in the systems to be worked on and explaining how we are minimizing the risk of data loss.

Sep2011-July 2013 CIBER Kirkland, WA

Global Services Center Support Analyst

Maintain an accurate running inventory of issued and returned equipment

Place orders for more equipment if stock is low

Image or re-image systems before issuing to consultants, verifying that required software is installed.

Handle trouble tickets by either repairing myself or contacting and scheduling with vendor support

Main Point of contact for a drive encryption project at one of our clients, Did all of the testing and write up of the instructions for their Seattle area offices.

Apr2009–Jun2011 Volt Redmond, WA

Microsoft Business Productivity Online Suite Tier2 Team Lead

Manage the ticket queue to balance the work load and help keep the engineers on the Phone to keep the SLA up.

Consult with newer support engineers to help them resolve support issues that they are having trouble with

Handle High visibility escalations and take lead for exchange service outages by gathering details of the outage, sitting the bridge calls, or collecting the Service Interruption Event Details for reporting every half hour.

Answer Web Service Requests within Service Level Agreement, Helped walk clients through using power shell scripts with our exchange servers.

Jul2007–Jan2009 Denali Advanced Integration Redmond, WA

Field Service and Onsite Support

Field service I Planned my route to meet with contracted service levels and to minimize traffic delays.

Onsite I quickly familiarized myself with the help desk software, site locations to find customers and systems that needed in person help.

Worked within HIPAA Regulations while repairing and troubleshooting systems for multiple hospitals.

Jan2007–Jun2007 Volt Issaquah, WA

Microsoft Pre Sales and Licensing

Worked with Agent Desktop to track calls and build callers history.

Entered the caller’s information in compliance with COPD standards and corrected errors in callers info when found in Agent Desktop

Mar2006–Nov2006 Softchoice Seattle, WA

Service Desk analyst

Worked with ITSM to solve and place trouble tickets within response time standards.

Re imaged previously deployed systems for new users, Backing up the user’s data in compliance with the Sarbanes – Oxley act.

Added and removed users from Active Directory.

Set up computers with correct load of software for new and promoted users and set up PBX phones with the correct options for the users..

Professional Certifications and Related Skills

Current Certifications

A+ certified since September 9, 1998

MCDST

HP Laser Printer certified

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