Customer Support Active Directory
Resume:
Kris Robnett
Everett, MA *****
****.*******@*****.***
SUMMARY
A customer focused Deskside Engineer who enjoys multi-tasking and can adapt quickly to high complexity enterprise level environments. Can quickly assess and troubleshoot existing technical break-fix as well as implement new installations. Over 25 years of experience working in large high-stress I.T. environments, with strong documentation skills and exceptional communication with team and management. Is able to relate to customers at any level of knowledge that best fits the situation.
SKILLS
Excellent tech support skills tailored to any user knowledge level
Deskside support for Windows 7,10,11 – MS Office 365 – Active Directory support
Remote support of Teams, Skype, Beyond Trust (BOMGAR), Webex
Backup and Recovery of Enterprise Data (Commvault Enterprise Backup, Netapp Snapprotect, Symantec BackupExec, Netbackup)
Enterprise Tape Libraries (Dell Powervault 124T, ML6000, TL2000/TL4000)
Enterprise Deduplication (Dell DR4000, DR4100) and Archiving (Dell DX6000)
Data Domain Deduplication (Dell DD610, DD660)
Virtualization (VMware, Microsoft Hyper-V)
Commvault backup software deployment and support (version 6.1 – 11)
Commvault User Instruction and Education based on Commvault Books Online
Top 25 Contributor on Commvault Customer Support Forums
Fiber Channel Switching (McData, Brocade, Cisco)
Storage Connectivity (Fiber Channel, iSCSI, SAS)
RAID Architecture (RAID implementation, maintenance and troubleshooting/recovery)
Servers (DELL, HP, IBM)
CERTIFICATIONS
Commvault Certified Engineer
Commvault Certified Administrator
Commvault Certified Support
Brocade Certified Network Engineer
EXPERIENCE
11/2024 – Present Massachusetts General Brigham Somerville, MA
Information Specialist
Troubleshooting technical issues for end-users of Mass General Brigham and all its entities.
Help maintain knowledge database and other documentation to help resolve issues – O365, Win10,11,MS Intune for IOS, Android, MAC OS
Communicated with subject matter experts via Teams/Service now messaging and ticketing applications
Prioritizing and triaging calls to appropriate groups when needed.
Enterprise support of Dell Latitude/Precision laptops, Iphone/Android support
Participate on projects including Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology.
02/2023 – 09/2023 FM Global Norwood, MA
Information Specialist
Enterprise support of Dell Latitude/Precision laptops
Upgrading systems from Windows 10 to Windows 11.
Office 365 and Active Directory administration
End user remote and in-house support using Bomgar (Beyond Trust), RDP, Teams.
Hardware troubleshooting, including creating and managing Dell support tickets
Imaging new laptops for users as well as migrating user profiles.
A/V Conference Room set up and troubleshooting.
07/2022 – 12/2022 John Hancock/Manulife Boston, MA
Deskside Engineer III
Support of Enterprise Windows 10 laptops and users using ServiceNow, MS Intune and Aternity
O365, Active Directory support
User profile migration to refreshed laptops.
Hardware and software support of Dell Latitude and Precision laptops
Hardware refresh including imaging, deploying and user setup (Dell laptops, rugged tablets, iPhones, iPads) in computer lab.
Support for Intune Company Portal software
CyberArk for security access – Multi-Factor Authentication support
Support in “Tech Lounge” environment for user walkups.
Support using Service Now for ticket tracking
Remote user support including troubleshooting VPN connectivity using Cisco AnyConnect
10/2021 – 06/2022 TJX-Cognizant-Diverse Lynx Marlborough, MA
Contract Technical Support
Support TJX remote employees returning to office location.
Troubleshooting desktop/laptop hardware and network connectivity issues.
O365, MFA, and printing troubleshooting.
Installation of new equipment as needed for office desktop use in PC lab/staging room.
Ensure smooth transition and from remote location to office.
Use of ServiceNow system to track inventory of computing assets and create/work break-fix and install tickets.
12/2019 – 07/2020 Massachusetts Water Resource Authority Chelsea, MA
Commvault Contract Consultant (The Computer Merchant, LLC)
Support of Commvault 11 for MWRA state agency.
Troubleshooting daily backup/restore issues.
Perform upgrades, service pack installations
Assessment of Commvault environment and recommend performance improvement modifications
Document Commvault environment to aid in continued support by additional support staff.
4/2019 – 9/2019 Tierpoint, LLC Raleigh, NC
Commvault Engineer
Support of Commvault in a Multi-Tenant, very large commcell environment.
Performed system updates, including service pack and hot-fix installations.
Troubleshooting of Commault’s Web Console and Admin Console features.
Use of Agile Jira software for project management.
Use of InsightIQ for EMC Isilon storage management.
9/2015 – 4/2019 Netapp Raleigh, NC
Technical Storage Engineer
SnapProtect (OEM version of Commvault Intellisnap) support for Netapp enterprise customers
Troubleshooting Snapprotect backups in a Netapp environment utilizing Netapp filers with Snapvault and Snapmirror
Use of Netapp’s suite of software including CDOT, 7-Mode, DFM/OCUM
5/2015 – 9/2015 CHS/Entero (Contractor) Inver Grove Heights, MN
Commvault backup support
Completed daily restore requests
Created new backup client and scheduled for new VM’s
3/2006 – 11/2014 Dell Oklahoma City, OK
Senior Storage Engineer
Backline / Second Level support for technicians with complex enterprise customer issues.
Direct interfacing with Commvault, Symantec and Data Domain Engineers.
Developed and delivered Commvault 10 training for internal technicians.
Worked directly with enterprise level customers troubleshooting various backup issues.
8/2005 – 3/2006 Advanced Financial Solutions Oklahoma City, OK
Hardware Integration Specialist
Windows 2003 Server installations configured with RAID5 and using Marathon Technologies redundant server solution.
Performed Windows XP workstation installations configuring for use with Unisys Quantum, Unisys SourceNDP, Canon CR180 and NCR 7780 sorters.
Received AFS internal hardware certification.
10/1996 – 4/2005 The Boeing Company Oklahoma City, OK
System Administration
Installed and maintained computer workstations for the B-1, B-2 and Technical Publications programs on Tinker Air Force Base.
Installed and supported Oracle database application Centra2000/KonfigCM).
Provided system performance optimization and monitoring for the user community.
Provided mobile computing support for connectivity issues of travelling users.
Supported 200+ users via SMS and Terminal Server client connectivity.
1/1996 – 10/1996 United Health Care Oklahoma City, OK
Network Administrator – Software Support
Novell Netware 3.12 network administration. P.C. workstation hardware upgrades for customers.
Supported proprietary medical records and nursing home care plan software.
6/1990 – 1/1996 Fred Jones Manufacturing Company Oklahoma City, OK
Technical Support Analyst
Maintained 100+ personal computer workstations running Novell Netware 3.12 and 4.0 with TCP/IP connections to a UNIX host.
Developed procedures for troubleshooting hardware and software.
Supported DOS, Windows 3.1, Windows 95, Microsoft Office and UNIX terminal emulation software.
EDUCATION
1998 University of Central Oklahoma
Bachelor of Science in Computing Science
Dell Support Training
Commvault Galaxy (Simpana) 5.9-11
Powervault tape library training
Symantec Backup Exec 10/11
Boeing Internal Training
Oracle Backup and Recovery (Oracle Corporation)
Oracle Archiving and Administration (Oracle Corporation)
Centra2000 Administration I and II (Auto-Trol Corporation)
Solaris 2.x Network Administration (Sun Microsystems)
SPARC Desktop Maintenance (Sun Microsystems)
ISO9000 In The Workplace (The Boeing Company)
REFERENCES
Provided upon request
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