ROBERT L. KRUSE

PROFESSIONAL PROFILE

A highly effective IT End User / Desktop Support Specialist who meets challenges head on and creates positive change with 12 years of technical experience. 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.

TECHNICAL SKILLS

SAMSUNG KNOX ENGINE MANAGER - Ticketing System CISCO MERAKI

ANYCONNECT - VPN WORKSPACE ONE – Mobile Device Mgmt. AZURE

BOMGAR – Remote support HALO – Ticketing system C-LEVEL SUPPORT

GOTO RESOLVE – Remote Support KACE – Endpoint Mgmt. CISCO PHONES

SERVICE NOW - Ticketing System MICROSOFT 365 ANDROID/iOS

SECURITY VULNERBILITY VMWARE – Virtualized Software WINDOWS

AGILE\JIRA TRAINING TENABLE – Security Vulnerability Tool MS TEAMS

SCCM SAP BCM – Call Center phone system KB DOCUMENTS

EMPLOYMENT HISTORY

Federal Signal/Jetstream (Contract)

Desktop Field Engineer 03/2023 – 07/2023

Provided desktop support to a wide range of users, including executives. Expertise includes custom imaging, software installations, printer network configurations, off boarding, onboarding, and equipment inventory. Management of Active Directory accounts and devices, provide white glove support, and assist with software licensing.

Led the rollout of a new Cisco VOIP phone model, and managed Android and iOS devices. Proficient in using Tenable Network Security to identify and mitigate security risks. regularly updated old software to current versions, push out Windows and Microsoft updates, and run BIOS updates. Use of the KACE tool to create custom images for better security management.

TIMEC Oil & Gas (Contract)

Senior Desktop Engineer 12/2022- 03/2023

Provides comprehensive desktop support to a wide range of users, including executives. Expertise includes imaging laptops, installing software, printers, and network configurations; managing Azure and Active Directory users, groups, and devices, including MFA and SSO authentication; supporting Mobile Device Management (MDM) for Android and iOS devices; Microsoft Licensing for E1 and E3 licenses; technical support via phone, email, or Teams; workstation setups, including monitors, keyboard, mouse, and phone; software installation, including Office Suite; ticketing with Engine Manager; WIFI support with Cisco Meraki; remote technical support; C-Level executive support for software, mobile devices, network connections, and training; AV setups for Webex, Zoom, and Teams; and knowledge base creation for technical processes.

Sysco Foods

End User / Mobile Device Management Technology Administration 2013-2022

Extensive experience in end-user support and mobile device management technology administration. Managed enterprise mobile devices, iPads, tablets, and cell devices, and have supported Workspace One /AirWatch (MDM) Authentication SSO/MFA issues through Active Directory. Provided desktop support for VPN connections, Workspace One issues, and softphone registrations, as well as break/fix support.

Provided VIP white glove treatment to company presidents and board of directors, supporting their specific needs via remote access, Teams, or onsite support. Provided technical support for Webex/Teams video, sound, and connection issues. Experience with Active Directory, including adding, creating, removing, and resetting users and groups.

Saved the company $150,000 per year by creating an automated IVR for the call center. Experience with Office365, including domain migration, and with Service Now ticketing.

Extensive experience with software installations, including Workspace One, Jabber, and CDT (Computer Desktop Telephone). Experience with Cisco telecommunications, including supporting phones, Jabber phones, and CTI. Provided telecom VOIP cloud support, using 3rd party software to manage the phone system. Experience with workforce management, supporting call center CSR agents. Experience managing inventory and managing phone hunt groups, phone queues, and phone supplies.

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

Experience in production batch processing on MVS large scale mainframe and nightly Reorgs. Supported Sysco’s Data Center working with a variety of different systems, including AS400 iSeries batch processing, Logistics, and weekly backups on over 35 systems. Also monitored several different server applications such as CTL-M, LIBERTY, VERITAS, VRFS, and HOSTFAX.

EDUCATION

•Associate Degree - Computer Science - National Education Center

CERTIFICATES

•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).

•Agile Awareness.

•VMware Anywhere Workspace Solution Essentials: Use Cases.

•VMware Workspace ONE: Unified Endpoint Management for Android Rugged Devices.

•Microsoft Teams Foundation (UC).

•Critical Thinking Skills.

•HMM Stress Management.

•HMM Time Management.

•Communicating to Succeed.

•HMM Difficult Interactions.

•HMM Meeting Management

•HMM Global Collaboration.

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