Business Systems Technical Support

Robert A. Lavoie

Johnson City, TN ***** 865-***-**** *******@*****.***

www.linkedin.com/in/bobskilavoie

Professional Summary

Dynamic IT specialist with over 4 years of experience troubleshooting complex technical issues, customizing business systems, and ensuring cybersecurity compliance. Skilled at managing large-scale systems, providing technical support, and driving process improvements in fast-paced environments. An adaptable service oriented professional with two decades of experience working with people of diverse backgrounds to build teams and common goals. Seeking to leverage my diverse expertise to find a technology role with a strong goal focused team environment and a healthy culture so I can achieve and grow. Grove Point Financial / Atria Wealth / LPL Financial Technology Specialist

July 2022 – July 2025

● Provide tier-2 support, diagnosing and resolving software/hardware issues for 130 back-office staff and 700 financial advisors.

● Provided user access for all systems applying the principle of least privilege for back office staff access and provisioning client access based on business need and outcomes.

● Support complex systems like Broadridge, NetX360, and Albridge, customizing to meet unique business needs and regulatory requirements such as system branding and customized reports.

● Administer system integrations, including email hosting (Smarsh Intermedia), DNS setup, Salesforce and OKTA for single sign-on access.

● Expertise in email flow, troubleshooting, DNS issues, and email client compatibility gaining the ability to diagnose and resolve technical issues efficiently.

● Monitored service ticket requests via Salesforce and Zendesk successfully prioritizing tasks and workloads to provide strong customer service and positive business outcomes.

● Lead for department documentation of processes and procedures in Jira Confluence collaborating with colleagues and other departments to set compliant systems.

● Spearhead comprehensive vendor management initiatives, streamlining onboarding processes through risk assessments and contract reviews while maintaining detailed vendor documentation to enhance strategic partnerships.

● Executed large-scale vendor data cleanup projects, implementing quality control measures to ensure record accuracy and regulatory compliance while optimizing database management efficiency.

● Led critical cybersecurity enhancement programs, including enterprise-wide multi-factor authentication (MFA) deployment, resulting in strengthened system security and reduced vulnerability risks.

● Grove Point Financial was bought and sold twice in my tenure requiring adaptability, a willingness to learn new technologies and function in a changing environment. Johnson City Schools

Tech Assistant, Lakeridge Elementary School

May 2021 – July 2022

● Performed routine software maintenance and repair of school technology.

● Problem-solving hardware issues, diagnosing component failures, and as a Dell-certified repair technician ordering components and completing repairs as needed.

● Providing service to stakeholders providing positive experiences and communicating timelines and outcomes.

● Mapping hardware on the network and provisioning access to network resources such as copiers, printers, and data storage resources.

● Used Apple MDM to monitor, update, and provision apple products such as iPads, and Macbooks, even locating missing devices from time to time.

● Managed building inventory and life cycles of all equipment building wide.

● Set-up and maintained multimedia equipment such as interactive projectors, audio systems, and building wide information distributed via wall mounted TVs and monitors. Interim Teacher and Educational Assistant

August 2019 – May 2021

● Analyzed diagnostic data to evaluate student educational needs through a data driven process focused on areas of improvement.

● Developed and implemented an individual remediation program using the diagnostic data to improve student outcomes.

● Constructed and applied lessons for a diverse group of student(s) ensuring alignment with state educational standards, and improvement of state testing scores for students. Knox County Schools - Washington County Schools - Johnson City Schools Professional Educator

1998 – 2022

● Worked at several schools including Chilhowee intermediate School, Powell Middle School, Westview Elementary School, and Lake Ridge Elementary School.

● Licensed Professional Educator K-8 certified from 1998 - 2022.

● Collaborated with community stakeholders to educate students using state guidelines, curriculum, and meeting system requirements.

● Created, presented, and self evaluated units and lessons to focus on cognitive, physical, and emotional needs of students and families to efficiently streamline student learning.

● Communicated with all stakeholders to foster collaborative and open relationships for all involved.

Edward Jones / NY Life / Securities Service Network Financial Professional

2013 – 2018

● Licensed Financial Advisor holding a series 7 and 66 financial license.

● Licensed to sell life products in the state of Tennessee.

● Gathered client information and maintained a CRM database of 700 clients and prospects.

● I gathered client data through a combination of door knocking, phone calls, and daily events such as small business events like B2B networking.

● Knowledgeable on all lines of financial business including public offerings like stocks, bonds, and mutual funds, as well as private offerings like realty investment trusts

(REITs).

● Versed in Life insurance products such as term and whole life, annuities, and long term care.

● As a product specialist with Securities Service Network I managed out business to business relationships requiring strong verbal and written communication skills, time management, and adaptability.

● I managed the company product database, reviewed new products, and previewed all new contracts related to products and company relationships.

● I provided the corporate executive team with product data, to drive marketing initiatives, sales opportunities, and to manage business relationships. Technical Skills:

● Operating Systems: Proficiency in Windows and macOS, basic knowledge with Linux environments.

● Networking: Understanding of TCP/IP, DNS, DHCP, VPNs, and using network architecture to optimize resources and security..

● Hardware Support: Expertise with desktop and laptop hardware maintenance and repair.

● Software Support: Familiarity with common business applications such as Microsoft office, Outlook, Teams and Slack as well as troubleshooting techniques for each.

● Security: Knowledge of cybersecurity principles, access management, multi factor authentication, firewalls, antivirus software, and data encryption.

● Experienced with email management of DNS, email flow, and registry.

● Working knowledge of scripting in Powershell and some python.

● Cloud computing experience with storage in Google, OneDrive and AWS as well as basic understanding of AWS architecture and management. Education

Master of Arts in Teaching

Carson-Newman University

Bachelor of Science in Pre-Veterinary Medicine

University of New Hampshire

Bachelor of Arts in English

University of New Hampshire

Certifications & Training

● Dell Client Foundations – Computer Diagnostic & Repair

● Dell EMC PowerEdge Corrective Management – Network Architecture Knowledge

● Dell Storage Corrective Maintenance – Storage Array Maintenance

● Google IT Support Professional Certificate

● AWS Cloud Technical Essentials - in progress - TBC May 14, 2025

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