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Technical Engineer Support Representative

Location:
Wilmington, DE
Posted:
July 31, 2021

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Resume:

MARK ROBINSON

**** ***** **** **. ****#***, Wilmington, Delaware 19806 • Home: 302-***-**** • Cell: 484-***-**** • adnzi8@r.postjobfree.com

Professional Summary

IT Professional seeking to join the team in a successful reputable company. Utilize my many years of professional experience in a corporate environment and add growth to the overall success of the company. Self-starter, technically proficient. A team player with proven leadership ability. Managed large budgets ~ two million dollars. Information Technology, hardware, and software conversions/updates, along with the ability to teach others result in proven goal-oriented results.

Technical Skills

Business process improvement

Strategic planning

Results-Oriented

Effective Multi-Tasker

Systems Development Life Cycle (SDLC)

Change management

Service-oriented architecture

Requirements gathering

Collaboration tools

Team player

Work History

Field Tech Associate, 09/2019 to 03/2021

NTT DATA Services – Wilmington, DE

Coordinated with End User on expectations and availability to conduct Managed Client Services.

Perform troubleshooting, part replacement, system upgrades, and basic deployments & repair Client Assets.

Strive to meet all Client SLA's & Customer Satisfaction Goals within 100% of End Users.

Ensure Customer Satisfaction by advising Customers of Preventative maintenance and configurations which impact product performance.

Identify potential issues to enhance the End User experience to consistently deliver excellent customer service.

Asset Inventory, Setup, and Delivery as well as Asset Disposal and Quarantine Utilizing Service Now Ticketing System.

Infrastructure (MAC-D) Move, Add, Change, Disposal

Field Tech Associate, 02/2019 to 09/2019

DecisionOne Corporation – Wilmington, DE

Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.

Coordinates with Client End User on expectations and availability to conduct Managed Client Services.

Perform troubleshooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets.

Identify potential issues to enhance the End User experience to consistently deliver excellent customer service and configuration support.

Strives to meet all Client SLA's & Customer Satisfaction Goals within 100% of End Users.

Follows predefined procedures and tasks in everyday activities.

Ensures Customer Satisfaction by advising Customers of preventative maintenance and configurations which may impact product performance.

Technical Community Support Agent, 09/2017 to 09/2018

Ring Solutions – Malvern, PA

Provide 100% of technical support with Ring devices and software for all Ring Neighbors.

Resolve issues from both CONUS and OCONUS Neighbors.

Develop specialized knowledge/skills in company systems and configuration.

Proven ability to consistently deliver excellent customer service, and administration configuration support.

Maintain exceptional levels of communication with 100% of end-users.

Collaborate with engineering and support teams to launch projects on time and within budget.

Tested and implemented new technology-based global projects such as Ring Protect.

IT Support Representative -3, 08/2011 to 06/2016

Comcast Business Services – Horsham, PA

Provided 100% of technical support with laptops, desktops, and IT support projects for 500 to 1000 internal employees.

Set-up deployed and repaired 100% of the laptops, desktops, printers, and peripherals.

Developed specialized knowledge/skills in voice networks. Responsible for 100% of the AVAYA phone platform configuration.

Single point of focus for Wired and Wireless hardware administration configuration support.

Strengths in network protocols, TCP/IP, routing, subnets, VOIP.

Developed implemented, and maintained disaster recovery and back-ups.

Maintained exceptional levels of communication with 100% of end-users.

Team Lead managing desktop, laptop, and ancillary devices in Corporate environment for 500 to 1000 internal customers in a level 3 supporting role.

Worked directly with File Transmission File Transmissions and File Transmission Protocols. (FTP, HTTP, HTTPS, etc.).

Installed, configured, and supported software from multiple sources such as Microsoft and other Enterprise Applications.

Worked directly with internal and external departments, clients, and managers to achieve desired results across all platforms.

Customer Account Executive, 07/2008 to 08/2011

Comcast Business Services – Horsham, PA

Delivered on-site IT and technical support for customers.

Contractor, Technical Engineer, 06/2007 to 07/2008

Comcast Business Services (Tech USA Corporation) – West Conshohocken, PA

Translated technical specifications into detailed product requirements.

Systems Administrator, 06/2001 to 03/2002

Enterprise Information Systems, Lockheed Martin, Corp – King of Prussia, PA

Gathered detailed use cases and requirements through regular on-site visits, virtual meetings, and customer advisory board sessions. Responsible for a 2-million-dollar budget including return on investment calculations with supporting data.

Education

Aeronautical Science: Aeronautical Sciences Major

Embry-Riddle Aeronautical University - Daytona Beach, FL



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