Customer Service Desktop Support

ROBERT LESESNE COOK Page *

**********@*****.*** 202-***-****

INFORMATION TECHNOLOGY

Self-motivated professional pursuing an opportunity to provide technical and customer service support in an organization that will benefit from my experience and knowledge and provide growth opportunities. Experienced Help Desk Analyst proficient in identifying, analyzing, and resolving software & hardware issues, installing network cabling, and providing business machine maintenance & repair. SKILL SUMMARY

Customer Service, Help Desk Support and

Ticket Management

Communication

Teamwork

Adaptability

Problem-Solving

Operating Systems: MS Windows XP, Vista,

7, 8,10, Linux

Software Applications: ServiceNow, MS

Office 365, Adobe Acrobat, driver installation,

Interactive Desktop, Skype, Cisco IP

Communicator, Cisco Jabber, Cisco WebEx,

Zoom

Hardware: PC, printers; general computer

builds, repairs, component installations and

swaps

General networking experience; cabling,

connections, and router configuration

familiarity

TOOLS

PuTTY

Remote Desktop Connection

CERTIFICATIONS

CompTIA A+

CompTIA Security+

AWS Certified Cloud Practitioner

Microsoft Office Specialist (Outlook)

PROFESSIONAL EXPERIENCE

HUMANTOUCH LLC April 2019 - Present

IT Services Management Company, Client: Food and Drug Administration (FDA) Helpdesk Analyst

Facilitated Checkpoint and McAfee disk encryption password/machine resets for verified users, enabling them to log on successfully

Troubleshot/resolved Virtual Private Network (VPN) connectivity issues on Dell laptops (Windows 10), MacBook and mobile devices (iOS and Android) by guiding users through step-by-step processes via telephone and Remote Desktop Connection

Leveraged ServiceNow ticketing system to document, fulfill and/or escalate software requests to appropriate tiers or liaisons to maintain compliance with the company’s service level agreement (SLA) and allow users to obtain the software needed to fulfill their job requirements

Authenticated employees and contractors via internal company application ROBERT LESESNE COOK Page 2

**********@*****.*** 202-***-****

Provided remote laptop support to users regarding various IT-related incidents and requests such as Outlook ost. file repair, Adobe Acrobat installation repair, software installation and uninstallation, driver troubleshooting etc.

Issued Personal Identity Verification (PIV) exemptions and RSA tokens to verified employees and contractors, allowing authorized users to access FDA network resources without the use of a smart card.

Assisted new hires with getting acclimated to the help desk through training and shadowing

Guided users through step-by-step processes to resolve MaaS360 mobile device issues (iOS and Android) ROYAL DOMINION LLC August 2013 – April 2019

Real estate firm offering 20+ years of experience in residential and commercial purchase and lease. Consultant/Sales, Desktop Support Technician

Assembled agent desktop workstations

Generated Identity Access Management (IAM) accounts, allowing agents to access resources in the cloud

Troubleshot/resolved network connectivity, PC, and multifunction printer issues

Managed file storage using AWS Simple Storage Service (S3)

Generated billing alerts via CloudWatch alarms

Created and submitted comps and sales proposals for clients

Effectively managed, negotiated and partnered with vendors, clients, and sales teams to ensure quality product/solution delivered within budget and on schedule BETHESDA NORTH MARRIOTT HOTEL & CONFERENCE CENTER April 2014 – January 2018 A leading global provider of lodging, conference and event services and facilities. Guest Service Representative/Night Auditor

Managed Guestware, a cloud-based guest experience and ticketing software, to improve guest service scores (GSS)

Leveraged Marriott’s Automated Reservation System for Hotel Accommodations (MARSHA) and Property Management System (PMS) software to manage reservations and perform quality customer check-in and checkout

Supported Front Office in achieving a “Green” score on the annual Brand Standard Audit

Assisted guest with logistical needs in a knowledgeable and business-friendly manner

Produced and maintained various occupancy, financial, and area room rate reports

Provided Accounting Night Audit support; balanced revenue/expense transactions & managed hotel’s night activities

Received several management recognitions for stellar customer service performance ASIS INTERNATIONAL January 2013 – July 2013

A global community of security practitioners, each of whom has a role in the protection of assets – people, property, and/or information.

Tier 1 Help Desk Specialist (Intern)

Imaged computers including back up, and recovery

Resolved tickets relating to various hardware/software issues supporting 200 clients via internal ticketing software

Installed distinctive software for users such as Citrix, Adobe CS, DSS Player, Audacity, Full Circle Budget etc.

Generated failed email reports, teamed with Network department for root cause analysis and resolution

Troubleshoot network and desktop printer issues

Aided Microsoft Office 2010 and 2013 users

Managed computer access to defined user groups and permissions using Active Directory

Installed ethernet cables extending user workstations to server room patch panel and switch EDUCATION & TRAINING

YEAR UP, NATIONAL CAPITAL REGION, NOVA COMMUNITY COLLEGE July 2013 Graduation

Enrolled in a career development institute, through which students can earn a six-month corporate or government internship and college credit following six months of rigorous technical and professional training

Mastered coursework in desktop support, IT helpdesk, computer networking, business writing, professional skills, personal finance, and customer service

ROBERT LESESNE COOK Page 3

**********@*****.*** 202-***-****

Earned Cisco IT Essentials certificate via Year Up, a Cisco Networking Academy; coursework including advanced networking, repair, and troubleshooting skills as well as critical thinking skills LEADERSHIP & VOLUNTEER EXPERIENCE

Montgomery Md. County Recreation – Recreation Assistant III July 2012 – August 2012

Math Ballers – Basketball Coach/Counselor March 2012 – May 2012

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