Call Center End User

ROBERT L. KRUSE

Hm # 832-***-****, Cell # 832-***-****

E-Mail: **************@*****.***

PROFESSIONAL PROFILE

A highly effective IT END USER/DESKTOP Specialist who meets challenges head on and creates positive change. An accomplished performer, with in-depth experience and a proven track record of success working in high-performing team environments to create practical, reliable, and stable technology solutions in challenging, fast-paced environments.

BACKGROUND SUMMARY

I have over twenty years of IT experience

SAMSUNG KNOX ENGINE MANAGER TICKET SYSTEM WORKSPACE ONE

AZURE/ACTIVE DIRECTORY FORTINET/ANYCONNECT VPN AIRWATCH (MDM)

BOMGAR HALO TICKET SYSTEM VIEWDIRECT

GOTO RESOLVE KACE SYSTEM MANAGEMENT VOIP PHONES

SERVICE NOW MICROSOFT OFFICE SUITE ANDROID/iOS

SECURITY VULNERBILITY VMWARE IMAGING

AGILE\JURA TRAINING TENABLE SOFTWARE INSTALL

EMPLOYMENT HISTORY

Federal signal/Jetstream. Houston, TX. - Desktop Field Engineer 03/2023 – 07/2023

Desktop support – Custom Computer Imaging. Add, Remove, and modified users, devices, groups in Active Directory. Installed Software and configured network devices. Supported and troubleshot Office365, VoIP phone, Android/iOS, and Security Vulnerability issues.

Vulnerabilities:

•Used Tenable Network Security to find potential security risks.

•Updated old software on computers to current versions.

•Removed software the business was not supporting or EOL.

•Pushed out Windows and Microsoft updates.

•Ran Bios on machines to update Firmware and Drivers.

•Used KACE tool to custom image for better security management.

TIMEC Oil & Gas Pasadena, TX. - Senior Desktop Engineer 2022- 03/2023

Imaging laptops, installing software, Printer and Network configurations.

Azure\AD experience. Add, Create, Remove, Users and Groups.

VMware Workspace One. Mobile Device Management (MDM) Android/iOS

Microsoft Licensing.

Technical Support. Network and printer configurations. Software installation.

Infosys / Sysco Foods, Houston, Texas. - End User / Mobile Device Management Technology Administration 2013-2022

End User / Mobile Device Management Technology Administration.

Manage Enterprise mobile devices, iPads, Tablets, Cell devices.

VMware Workspace One Admin.

Workspace One/AirWatch (MDM) Authentication SSO/MFA issues through Active

Desktop Support.

Break/fix.

VIP White Glove Treatment.

Webex/Teams Support.

Active Directory.

End User Support.

Office365

Service Now

Software installation.

Telecom VOIP Collaboration Support.

Maintained Enterprise Contact Call Center servers, Redundancy, Load Balancing.

Managed Phone Hunt Groups, Phone Queues for different Departments.

Saved the company 150,000 dollars a year by creating an Automated IVR for the Call Center

Call Center Work Force Management.

Sysco Foods, Houston, Texas 2003-2013. Senior Computer Operator

Supported Sysco’s Data Center working with a variety of different systems.

• Production batch processing on MVS large scale mainframe and nightly Reorgs.

•AS400 iSeries batch processing, Logistics, and weekly backups on over 35 systems.

•Monitored several different server applications such as CTL-M, LIBERTY, VERITAS,

VRFS, and HOSTFAX.

EDUCATION - High School Diploma

•Ralston High School, Ralston, Nebraska

•National Education Center, Houston. - Associate Degree in computer Science

CERTIFICATES

•Microsoft Teams Foundation (UC)

•Cisco Unified Call Manager Configuration and Trouble Shooting - Demonstration (UC) Enterprise Mobility Management VoIP Overview

•Cisco Dial Plan Management and Understanding the VoIP Protocols (UC) Cisco Unified Call

Manager Configuration - Demonstration (UC) AS400 Operator certification

•NETg Introduction to Telecommunications Fundamentals Course NETg Fundamentals of Voice over IP course Certifications

•Agile Awareness VMware Anywhere Workspace Solution Essentials: Use Cases VMware

Workspace ONE: Unified Endpoint Management for Android Rugged Devices

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