Service Desk Technician Information Security
Resume:
Robert Stelle
St Augustine, FL 32084.
**********@*****.***
https://www.linkedin.com/in/robert-stelle
Professional Summary
CompTIA IT Operations Specialist with experience in Information Technology. Firm belief and commitment to life long learning and continues education Skills & Abilities
Superior team skills but thrive in a self-directed setting Excellent analytical, problem-solving with a high EQ Well organized, able to prioritize tasks proficiently Bilingual Fluent English/Spanish Earned a solid reputation for exceptional customer service Technical Qualifications
Proficiency with Windows 7-10, Apple OS, Office 365, Microsoft 365 Provide excellent customer support in person, by telephone or email Management, configuration, and maintenance of virtual environments, mobile devices Manage basic networking/server configuration issues Troubleshoot most hardware, software issues, from password reset to user training Certifications
CompTIA IT Operations Specialist, 2021 CompTIA Security+, 2021 CompTIA A+, MTA IT, MTA Security, MTA NETWORKING.
Education
New Horizons Computer Learning Center Orlando, FL. Technical Certificate in Information Technology 2017-2019 Daytona State College 2013-2017 .
Associate in Science INFORMATION TECHNOLOGY.
Bachelor in Science Information Technology (BSIT Pending) Professional Experience
SecureSI
MSP Helpdesk Support Technician August, 2021 to February, 2022, Jacksonville, Fl.
• 1st call resolution on Tier 1 tickets
• Assisted the Mayo Clinic migration process to the Cloud environment
• Azure Active Directory support and administration
• Managed the Airwatch Mobile Device Management, from analyzing policy configurations to assured user’s profiles/mobile devices observed the minimum hardware/software security requirements, enrolling/un-enrolling users, pushing certificates, for all recommended apps
• Set up users within Office 365 applications (i.e. Microsoft Teams, Skype for Business, OneDrive, Microsoft Outlook, etc.)
• Verified Office 365 subscriptions, and registered licenses for users
• Ensured users had all services and tools, required for their daily work assignments
• Mapped drives, set Skype for business, set outlook emails, internet connectivity, etc.
• Managed the RSA token, set up, distributions, etc.
• Set, configured (MFA) as another tool to harden the network security
• Educated users on policies, procedures, app requirements, tools, and programs
• Supported all related problems with connectivity to VPN Big-IP Edge Client
• Used Device Doctor to remotely support Win10 Enterprise virtual environment
• Go-live Support Environment
• HIM/EHR/EPIC/HIPAA and ITIL basic knowledge, and compliance
• Assured secure management for health information
• Aided as the first point of contact for Mayo Clinic onsite/remote End-Users
• Volunteered on the COVID-19 outbreak hotline created to inform all those affected
• Captured detailed ticket documentation with ServiceNow ticketing system
• Ensured those incidents solved in a timely and satisfactory manner
• Delivered excellent customer service
SOS Furniture, Orlando, FL. March, 2012 to April 2020.
• Attained an 80% reduction of work-related injuries by enforcing OSHA regulations
• Planned, executed the new warehouse outline and organization arrangement
• Managed procurement, processing, and the distribution of merchandise
• Applied the FIFO system thus reducing by 50% the inventory overhead
• Cut restacking time by 30% with an alphabetized inventory scheme
• Analyzed, monitored, set up, troubleshoot all virtual network devices performance
• Provided onboarding training to all new/regular employees
• Fostered customer, providers, and team relations
• Oversaw all aspects of the Field Service Representative Level 1 performance
• Compiled, analyzed all SQL reports shipping/receiving, inventory daily
• Repaired hardware, software, security, update requirements daily
• Awarded for performance, innovative ideas/team building Hewlett Packard, Jacksonville, FL
Computer Service Specialist April 2008-March 2012
• Promoted and educated the use of personal computer systems.
• Recycled donated devices, cannibalizing good known spared parts,
• Serviced disabled, low income, seniors with all their IT related necessities
• Repaired hardware, software, security, update requirements daily
• Removed viruses/ransomware using SCCM
• Overhauled infected devices with a new OS, antivirus program, etc.
• Educated customers on the importance of cybersecurity awareness https://www.linkedin.com/in/robert-stelle
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