Help Desk Technical Support
Resume:
CHRISTIAN ROBINSON
I T & C l i e n t S e r v i c e Management
COMPETENCIES
Adobe Creative Cloud
ADUC & Group Policy
Avaya IP Call Agent
Calabrio
Cisco AnyConnect
Cisco Webex
Citrix VPN & RDP
Connectwise
Crowdstrike
Cyberark IAM
DUO Mobile 2FA
Java SDK
LANsweeper
Microsoft 365
MS Azure/Entra
MS Intune
OneDrive
Pulse Secure/Ivanti VPN
Putty
SCCM
ServiceNow
SharePoint
Siebel
Windows 7, 8, 10, 11
Workday
Workfront
PROFESSIONAL EXPERIENCE
UBS Financial Services
Online Support Specialist Nov 2024 - Present
• Trained 200+ financial advisors on account services and system functionalities, boosting client satisfaction by 20%.
• Managed secure email, phone, web chat, and fax communications, ensuring compliance with sensitive document protocols.
• Resolved debit card inquiries and PIN/password resets with 95% first-call accuracy, streamlining transaction troubleshooting.
• Delivered Tier 1 support for browser and mobile app issues, reducing resolution times by 25% with effective troubleshooting and documentation.
• Optimized operational efficiency by 20% through strategic use of Microsoft 365 Suite and Dynamic365 ITSM.
Minerals Technologies
IT Consultant for World Tech Inc. Jul 2022 - Jul 2024
• Reduced Active Directory ticket volume by 75% using strategic process improvements.
• Cut inbound IVR call volume by 55% through advanced routing automation.
• Decreased Help Desk Ticket TTR by 60% using ticket prioritization and efficient distribution.
• Developed 35 Knowledge Base guides, streamlining ServiceNow submissions and reducing errors.
• Onboarded 300+ remote employees, enhancing support quality and IT compliance across the organization.
Comcast Corp.
Advertising Quality Technician Oct 2020 - May 2022
• Monitored network systems and escalated issues using automated protocols.
• Operated in a 24/7 environment, identifying and resolving issues within strict SLA windows.
• Provided first-line telephone support for hardware and software, reducing system downtime by 20%.
• Guided clients on installation, configuration, and customization, improving system adoption rates.
• Utilized Jira and ServiceNow tools to expedite incident resolution, cutting ticket backlog by 30%.
Olympus Corp.
IT Help Desk Technician Sep 2019 - Feb 2020
Sequential Technologies, Inc.
WFM Scheduler Jun 2016 - Jul 2018
Sequential Technologies, Inc.
IT Service Desk Agent May 2015 - Jun 2016
**************@*****.***
Linkedin.com/in/ChristianITConsultant
Phillipsburg, NJ
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