ROBERT HOOVER

adzy8h@r.postjobfree.com:adzy8h@r.postjobfree.com

973-***-****

Lake Hopatcong, NJ

QUALIFICATIONS

Personable technical support individual with over 20 years’ experience working in fast-paced corporate environments. Possesses a broad range of knowledge and capabilities in the technical field. Expeditiously manages high volume support calls.

PROFESSIONAL EXPERIENCE

Weichert Realtors – Morris Plains, NJ

Senior Service Desk Analyst 2015 - 2023

Provided superior PC customer support to over 300 employees

Responsible for office network connectivity and phone systems

Utilized Service Now ticketing system to document company issues, managing up to 65 calls per day

Installed and configured multiple operating systems and applications

Provided new employees with access to SAP and multiple print servers

Created remote access accounts for users utilizing Citrix web application

Troubleshoot hardware, software, and network outages in a timely manner

Provided technical support to management on the use of Microsoft Office applications

Provided permissions to WIN program and FTP system

Assisted with systems security

Maintained office registry as well as roaming and local profiles to ensure server connections were working

Assisted with special projects as required

KPMG – Montvale, NJ

(Contracted through CGS Technology Associates, Inc., Piscataway, NJ) 2011 - 2015

Helpdesk Support

Daily individual performance measured by call capture, available time, speed of answer, call resolution and customer support

Troubleshoot applications and software for over 90 internal and external customers daily, pertaining to operations, development and other business units using extensive knowledge of network operating systems and coordinating response from the appropriate support organization

Recorded problem systems and status information using Remedyversion 7.1

Technical experience in various areas of networking and software such as, servers and 3rd party applications: McAfee Safeboot encryption, RSA Authentication Manager, Mobile Iron, GOOD for Enterprise, eAudit, Tax, Advisory, CLEAS and DELL data encryption

Maintained user profiles for Timenx - payroll utility

Provided technical support to offshore users utilizing Citrix servers, Virtual PC, Anyconnect VPM client 2.4.1012 and Cisco VPN clients

Experience with current PC applications, various levels of Network Operating software and desktop software, e.g., XP, Vista, Windows 7, MS Office 2003, 2007 & 2010

24/7 Helpdesk environment supporting 25,000 users worldwide: Audit, Tax, and Advisory

Becton, Dickinson and Company(BD) – Franklin Lakes, NJ

(Contracted through TEK Systems, Parsippany, NJ)

Global Helpdesk Analyst 2009 – 2010

Provided customer support for all BD sites worldwide

Specialized in Lotus Notes and Cisco VPN connections

Managed associate accounts in Active Directory (AD)

Managed account activation and password change requests for all SAP systems and QDMS

Independently researched, diagnosed, and resolved help tickets from other support teams within established Service Level Agreements

Provided excellent service to customers while thoroughly documenting work

Answered staff questions via phone on all company supported applications

Determined root causes of computer problems (hardware, software, user access etc.)

Weichert Realtors – Morris Plains, NJ

Technical Support Specialist 1999 - 2009

Installed and configured multiple operating systems and applications

Traveled to all corporate offices to assist employees with technical issues

Maintained network systems

Created remote access accounts for users utilizing Citrix web application

Responsible for acquiring and implementing new and updated software from the network

Performed PC repair and replacement when computers become obsolete

Provided technical support to management on the use of Microsoft Office applications

Maintained office registry as well as roaming and local profiles to ensure server connections were running

Completed Microsoft technical training program from New Horizons Computer Learning Center

EDUCATION

The Chubb Institute, Parsippany, New Jersey

Graduated with a diploma in Computer Networking & Security

Course work included: Computer Science, Computer Technical Support, Business Relations

COMPUTER SKILLS

Microsoft Office Excel, Word, Outlook, PowerPoint, Access, Teams

Operating systems MacOS, Microsoft Windows, IOS, Android

Windows NT, 2000, XP, VISTA, 10

Citrix web applications

RSA Secure ID database

AS400, ATB Trial Balance, Selacraft secured wireless network

Active Directory (AD)

SAP System

QDMS

HP Service Center

Nortel and Cisco VPN

ESS System

SMS Remote Tools

MobileIron Software

RSA Secure ID data base

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