Robert Derrah

978-***-****

** ******* ***, ****** ** 01906

adwsp5@r.postjobfree.com

EDUCATION:

Lincoln Technical Institute, Lowell, MA September 2010-October 2011

Networking Communications and Information Systems 1080 Hour Diploma Program

University of Massachusetts, Lowell, MA

Bachelor’s in Business Administration Associate's in General Psychology

SKILLS and Overview:

• CompTIA A+ Certification

• CompTIA Security+ Training

• LANDESK Systems and Endpoint Security Management Suites

• Worked with COTS applications, software and products

• Solving team challenges and support colleagues with achieving objectives. Highly capable of troubleshooting system issues for a multifaceted aggregate of system users

• Incidents Management

• ITIL and ITSM

• Office 365/Microsoft Office, Active Directory, Azure, Java, Xerox DocuShare

• Dedicated to high-quality support to achieve maximum efficiency. Combine strong technical skills and a respectful manner with production of excellent customer service and a commitment for business continuity

• Worked with COTS applications, software and products

• Leader in identifying and proficiency with new technology solutions and system upgrades that enhances organizational ability to address different business challenges

• SCCM/YODA Software Deployment

• Citrix, VPN, VoIP, Cisco Webex

• ZScaler

• Service Now, HEAT, Chromatix Ticketing Sysyems

• A/V Installation, Configuration and Troubleshooting

• Windows 10 and Mac OS environments

• Disk imaging and Migrations

• Mobile device and MDM experience, Airwatch, Intune, Android, iOS, Tablets

• Asset Inventory and Inventory Management

EMPLOYMENT:

Swissport Inc.

East Boston MA

July 2022-April 2023

North American Desktop Support

• Outlook 2019/O365 Configuration and Installation

• Coordination between corporate and executive departments

• Service Now Ticketing System

• CATO Migration and MiFi

• Network Configuration

• Windows 10 Support

• Executive Technical Support

• Deployed new computers to the end user community

• Imaging and Deployments

• Mobile device and MDM experience

• Inventory Management

Takeda Pharmaceuticals

Cambridge MA

January 2021-July 2022

North American Desktop Support

• Imaging and Deployments

• SCCM/YODA Software Deployment

• System builds/Upgrading migrations, along with installations and configurations of software applications

• Deployed new computers to the end user community

• Coordination between corporate and executive departments; kept updates on project progress

• Active Directory Configuration, Azure

• Asset Inventory and Inventory Management

State Street/IBM

Boston MA

February 2019-December 2020

North American Desktop Support

• Imaging and Deployments

• SCCM

• System builds/Upgrading migrations, along with installations and configurations of software applications

• Deployed new computers to the end user community

• Outlook 2010, 2013, 2016 and O365 Configuration and Installation

• Office 365 Installation and Troubleshooting

• Coordination between corporate and executive departments; kept updates on project progress

• Worked with team leads for application installations and upgrades

• LANDESK Systems and Endpoint Security Management Suites

• ServiceNow Ticketing System

• ZScaler

• Network Configuration

• Windows 10 Support

• Executive Technical Support

• Experience in upgrading migrations, along with installations and configurations of software applications

• Deployed new computers to the end users

• Asset Inventory and Inventory Management

DESKTOP SUPPORT SPECIALIST AND A/V SUPPORT/IRON MOUNTAIN/HCL AMERICA

Boston MA

December 2017 – February 2019

AV/North American Sesktop Support

Coordination between corporate and executive departments; kept updates on project progress. Audio and video support for all conference rooms. Polycom phones and AMX A/V panels support. Dell and HP support for all end users. C-Level Executive level support. Worked with vendors and OEM for application installations, upgrades and patching. Active Directory and Group Policy. SCCM/Installation of network printers. Experience in Service Now, Remedy, and ServiceNow service management software.

Putnam Investments

Andover MA

June 2016-November 2017

IT Support and Desktop Systems Analyst

• Executive Support Technician that excels in field service, socially IT savvy and possesses Mobility support and Conference/Video support knowledge

• Intracompany Customer Service

• Database documentation

• Interaction with Investment and Support Departments

• Installation and configuration of network printers for various locations

• Troubleshooting for issues with Lotus Notes

• Active Directory: Password resets, add/remove users, permissions, privileges, adding printers to domains

• Wireless Networking

• LAN and WLAN infrastructure

• A/V Installation, Configuration and Troubleshooting

• Experience managing system builds/upgrading migrations, along with installations and configurations of software applications

PlumChoice,Inc.

Lowell MA

April 2014-May 2016

Remote Desktop Technician

• Customer service

• Strong knowledge of identifying and troubleshooting PC hardware and software issues

• Database documentation

• Developed business relationships with customers

• Interaction with Sales and Care departments

• Email setup and configuration

• Experience installing and configuring network printers for various locations

• Ability to troubleshoot issues with the Microsoft Office 2012 business suite, primarily with Outlook

• Bomgar Remote Desktop Utilization to clean up and reconfigure customers' systems • Citrix Receiver

• Active Directory: Password resets, add/remove users, permissions, privileges, adding printers to domains

• Hands on remote support experience, installation of Office 365 and configuring VPNs

• Virus/Malware Removal

• Wireless Networking

• Tier 2 Helpdesk Desktop Support

• Experience supporting Windows XP,7, and 8 OS environments

• Maintenance of servers performing hardware and software updates

• Experience supporting & troubleshooting MAC OS environments via Bomgar Remote Access

• Experience using Chromatix ticketing system and asset management software

• Experience managing system builds/upgrading migrations, along with installations and configurations of software applications

• Experience deploying as well as supporting company infrastructure systems, while warranting

that team members are completing core responsibilities within the process

Hewlett Packard

Andover MA

February 2012-September 2014

IT Support/Desktop Support Analyst

• Process merchandise orders from businesses

• Responsible for auditing merchandise

• Packed, scanned and prepared merchandise for shipping

• Restocked computer parts and computers

• Responsible for wiping all data from used hard drives and motherboards

• Citrix Receiver

• Fourth Shift Auditing Database Software

• Degaussing

• Installation and support of printers

• Installation and configuration of client workstations

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