Robert Townsend

313-***-**** (C)

adzhff@r.postjobfree.com

Skills Summary

Skilled Desktop Support Specialist offering more than 13 years of solid experience in providing desktop and various IT related support and customer service via remote, email, and face-to-face contact to different industries including Oil and Gas, banking, and supplemental insurance.

Proven skills in troubleshooting, deploying, Break/Fix, asset management, and hardware refresh/imaging. Data migration and data maintenance. Repairing problems related to desktops, mobile devices, laptops, printers, networks and various other hardware/software components and IT peripherals. I have also supported iOS devices/ Apple Product Support (iPhone / iPad) / MAC and other mobile / wireless technologies.

Plant-site experience.

Experienced customer service and sales focused professional.

Well-versed in resolving issues related to Windows (including Windows 7 & 8), network protocols (TCP/IP), mobile / wireless technologies, MS Outlook, Lync, MS Office products, Multi-Function Devices (MFD), and other peripherals.

Effective in handling large volume of tickets using various ticketing system; supported broad end user community including Executives and VIPs. Record, manage and protect customer/client personal and contact information.

Relevant Technology and Customer Service skills.

Microsoft Windows 7, 8 and 10.

Microsoft Office for business.

One Drive for business.

Active Directory Domain services.

JumpCloud

Virtual Desktop Infrastructure.

Citrix Receiver.

McAfee ePolicy Orchestrator (McAfee ePO).

Office 365.

User State Migration Tool (USMT).

Bitlocker Encryption.

SCCM.

Microsoft Deployment Toolkit.

Virtual Private Network technology for business.

Thin client and Virtual Desktop technology.

Dameware Remote Access.

BMC Remedy ticketing system.

Service Now ticketing system.

Cherwell ticketing system.

ISM Service Management.

SAP.

SmartCard authentication technology.

Service Level Agreements (SLA)

Inventory control.

Patience.

Attentiveness.

Clear communication.

Positive language

Goal-oriented focus.

Retail.

Professional Experience.

Information Technology.

Human-IT

Computer Support Technician

1400 Oakman Blvd, Detroit, MI

01/19/2021 to Present

Contact number: 313-***-****

I provide computer support services to students and parents affected by Covid-19 lockdowns by issuing tablets and laptops for home learning, and offering network, software and hardware support for devices.

TEKsystems

SAIC Toyota.

Hardware Refresh and Computer Support Technician

1 Towne Square #700, Southfield, MI 48076

09/2018 to 12/2020

Contact number: 313-***-****

IMAC services (Installations, Moves, Additions and Changes).

Moved user data from the use of one operating environment to another operating environment. Data migrations were accomplished by use of Microsoft Deployment Toolkit.

Deployments included 10000+ desktop computers. Desktop build, training, deployment and troubleshooting experience; installation and troubleshooting Windows 7, Windows 8 and Windows 10 operating systems.

Setting up Office 365 end user accounts and ensuring data is synch to OneDrive.

A3

First Data.

Field Technician/Deskside Support

13612 Midway Rd, Farmers Branch, TX 75244

01/2018 to 09/2018

Contact number: 972-***-****

I Provided service and customer support during field visits to two First Data locations in both Sugarland and Stafford Texas by addressing end-user’s concerns both verbally and written and resolving issues related to system hardware and software by diagnosing specific errors or technical problems and determined proper solutions to resolve them.

ObjectWin

Sasol North America.

Computer Support Engineer

19219 Katy Freeway Suite 275, Houston, TX 77094

09/2015 to 11/2017

Contact number: 713-***-****

Resolved issues related to the corporate domain and all Sasol supported applications (i.e., Microsoft Office tools and VPN access). This service is provided via remote technology, person to person or via phone contact.

International Computer Marketing

Imaging, Deployment, and IT Support

4025 Steve Reynolds Blvd, Norcross, GA 30093

11/2010 to 08/2015

Contact number: 770-***-****

Moved user data from the use of one operating environment to another operating environment. Data migrations were accomplished by use of Microsoft Deployment Toolkit. Deployments included 10000+ desktop computers in a customer service focused environment.

Break/fix services were also a significant responsibility.

Diagnosis and analysis of application, desktop, and hardware problems. Installation, configuration, testing and deployment of new workstations and peripherals.

Retail

Altex Computers & Electronics

Retailer of computers and PC component, sales, and service.

Sales associate and computer technician.

18670 Northwest Fwy Houston, TX 77065

07/2008 to 08/2010

Contact number: 281-***-****

Closed sales by professionally informing customers of product capabilities, and its benefits.

Setting goals relating to both sales and non-sales.

Attracting new customers by adhering to company standards regarding promotions, product representation and product presentation.

Break-fix service for devices covered by Altex product warranty.

Inventory control and organization.

AT&T

Retailer of mobile phones and wireless technology.

Sales Associate.

10727 Eastex Fwy Houston, TX 77093

12/2007 to 07/2008

Contact number: 713-***-****

Maintained knowledge of new mobile devices and other wireless technologies.

Adhered to AT&T’s standard of professionalism, sales driven culture and customer service.

Inventory maintenance and quality control.

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