IT Support Technician

Robert E. Lee

(Bob)

Southfield, MI ******@*********.*** 248-***-**** Mobile

I have 25+ years of experience in the Information Technology industry, working as a Hardware Support Technician, Network Support Analyst, Desktop Support, and Help Desk Analyst and Manager, combining technical skills and empathy to help people be more productive in their jobs.

●Hardware Support Tech

●Desktop/Deskside Support

●Purchasing

●Help Desk (all levels)

FCA/Stellantis 11 years February 2013-December 2024

Employment Type: Contractor With CDI (6 years), Artech (5 years)

Industry: Automotive – (35,000+ employees)

Position: Computer Hardware Support Technician

Environment: Laptops/Desktops/Win10 & 11/Google Apps/MS Office/Outlook

Tools: Service Now/Active Directory/VNC/USMT/SCCM

●Diagnose and repair out of warranty computer hardware for 5,000+ engineering laptops and desktop PCs

●Order computer parts for 35,000+ computers that need repairs

●Improved performance of computers and provided peripherals as needed for productivity increases in the workforce.

●Upgrade memory and hard drives on computers

●Create new hire accounts

Valassis Corporation 3 years February 2010-February 2013

Industry: Marketing – (4,000+ employees)

Position: Senior Support Technician, Deskside Support

Environment: Win 7/XP/Office 2010/Outlook 2010/ Symantec/Laptops/Desktops

Tools: Active Directory/VNC/PC Anywhere/Ghost

●Desktop support at World Headquarters building, supporting C-level VIP’s and other associates.

●Resolve more problem tickets than my two co-workers, combined

●Helping upgrade 1000+ computers/year, working on Win 7 migration in 2012.

●Break/fix repair for multiple offices, nationwide., each month (laptops, desktops, MS Office/Outlook, IE/Oracle and numerous applications.

Improved the reputation of IT within the organization with my prompt, friendly service

Chase Bank (Contract work) June 2009/October 2009

Lead tech, managed leads and trained techs for Chase Bank computer hardware and system conversion for 2000+ Washington Mutual bank branches (1 months in Columbus, OH and San Diego, CA)

Compuware Corporation 6 years 2003 – May 2009

Industry: Manufacturing – American Axle & Manufacturing (10,000+ employees)

Position: Help Desk Lead Analyst/Desktop Support/Purchasing

Environment: PC/LAN, XP, UNIX, Office/Outlook 2003/2007, Symantec, IE

Tools: Remedy, Oracle 11i, Active Directory, SMS (Microsoft), VPN, Ghost

Increased productivity as Help Desk Lead while department was downsized from ten to three people. Supported sites worldwide via email and phone.

Desktop Support and all I.T. purchasing for the 300+ employees at the AAM World Headquarters.

Diagnosed, fixed, re-imaged and deployed PCs, printers and many applications in a LAN/WAN manufacturing environment at the desktop, over the phone, through email, and using remote connectivity, generating and resolving the most problem tickets.

Developed business processes and design of the new Customer Care Center for the client.

Increased productivity and cut costs of the Help Desk while going from 10 people to three.

Trained I.T. personnel and wrote documentation. Also, assisted with tape backups, reporting and inventory functions as well as Remedy admin.

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Notable Experience outside of I.T.

Sales Promotion, Crain Communications, Inc (3 yrs.)- Promoted a new worldwide automotive business trade show which drew 183 exhibitors and 11,500 attendees.

Program Administrator, Society of Manufacturing Engineers (3 yrs.)- Organized, promoted and successfully ran 10-12 engineering seminars per year at locations around the country.

Stock and Commodities Broker, Dean Witter Reynolds

Education

B.A. – Business Administration/Marketing, Wayne State University, Detroit, MI

Mensa member-1985

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