Help Desk

Ashley A. Robinson

Bowie, MD *****

*****************@*******.*** 202-***-****

IT Help Desk/Field Tech

To obtain a full time position utilizing my education, self-motivation, skills, and past work experience to grow, learn and advance with a company. Authorized to work in the US for any employer. Fully Vaccinated

WORK EXPERIENCE:

Zell’s Kitchen & Lounge – Lanham, MD – 09/2024 – Present

IT Manager/Developer

Develop and implement technology strategies that support the restaurant objectives and drive operational efficiency in the restaurant environment.

Manage the installation, configuration, and maintenance of hardware, software, and networking systems in restaurant locations.

Ensure data security and integrity by implementing and maintaining robust backup systems, firewalls, and cybersecurity protocols.

Collaborate with internal stakeholders to understand their technology needs and provide recommendations for improvements and enhancements.

Identify and evaluate emerging technologies, assessing their potential impact and benefits to the company.

Conduct regular technology audits to identify areas for improvement and make recommendations for upgrades or replacements.

Provide technical support and troubleshooting assistance to restaurant staff, ensuring minimal disruption to operations.

Develop and maintain documentation, including standard operating procedures and training materials, to support technology systems and processes.

Stay up to date with industry trends and best practices, proactively recommending technology advancements and innovations to optimize restaurant operations.

Cendyn – Remote Role 04/2022 – 06/2023

Tech Support Specialist Tier 2

·Handled complex service delivery issues with Cendyn-specific software solutions

·Troubleshooted application issues, providing operational support for nightly processing of Cendyn applications

·Executed complexed incremental customer requests to assure customer satisfaction and delivery of new revenue

·Provided efficient client support and technical assistance via email, online chat, and telephone, and identified solutions for technical challenges

·Completed delivery tasks and projects for both external and internal customers

·Supported customers with business and or technical questions to complete mission readiness

·Troubleshoot and updated printers via remote tools. RDP or via server

·Tested and troubleshooted Cendyn products and integrations, researched and solve data- and software-related problems

·Developed and maintained strong SQL query and process analysis skills, ensuring the consistency and stability of Cendyn applications by maintaining standards and procedures for operating technical solutions

·Managed customer support issues, operational functionality and conveyed the results during team building meetings. Conveyed complex topics into key talking points and communicated solutions to clients and co-workers in a simple out-of-the-box manner using a consultative approach

·Communicated with customers, vendors, and other external contacts as needed to assure customer satisfaction and success

·Mentored support team members to increase knowledge and understanding to drive more one-touch tickets and improve the quality of solutions

·Acted as liaison amongst internal and external customers, as well as third-party partners in the areas of application design, modifications, and troubleshooting, with focus on smooth and robust results

·Worked closely with escalation resources in other Cendyn teams, addressing issues directly or engaged additional assistance when needed. Serve as a subject matter expert (SME) in the relevant product domains

·Managed the processes, product design, and solutions documentation

·Analyzed complexed business needs as presented by both internal and external customers and recommended delivery methods to satisfy their needs

·Conducted root cause analysis and provided actionable solutions and reported incidents combining data analytics, business acumen, technical product features and made sound recommendations

·Contributed peer-to-peer training with other team members related to applications and operational topics

Harris - Bowie, MD 01/2022 – 05/2022

Controls Installer

·Planned layouts and installation of electrical wiring and equipment based on job specifications requirements, and local codes

·Connected wires to electrical components as needed for a complete and operational system

·Tested electrical systems or continuity of circuits in electrical wiring or equipment using testing devices, such as ohmmeters or voltmeters to ensure compatibility and safety of systems

·Placed conduit, pipes, or tubing, inside designated partitions, walls, or other concealed areas, pulling insulated wires or cables through the conduit to complete circuits separation between boxes, and worked via ladders, scaffolds, or roofs to install, maintain, or repair electrical wiring or equipment. Was responsible for personal and team safety on jobs

·Assembled, installed, tested, maintained electrical, electronic wiring, and equipment using hand tools or power tools

Johnson Controls, Inc. – Capital Heights, MD 11/2019 – 06/2021

HVAC TB Controls Tech

·Diagnosed and repaired complexed control systems malfunctions requiring extensive knowledge of a variety of electronic or digital controls systems and demonstrated the ability to test and write modifications in multiple languages of systems software

·Consulted with the customer through data gathering and site assessments. Provided field proposals for retrofits, upgrades and or enhancements to existing equipment. Assisted sales team by providing technical recommendations for sale leads

·Managed assigned workload, meeting deadlines, and customer satisfaction. Reported problems or changes to management immediately. Interfaced with branch managers, service managers, service project managers or subcontractors on projects to coordinate activities as required in an ethical and professional manner

·Provided graphics of field changes and discrepancies for engineering corrections and architectural drawings. Assisted with job blueprint layouts for proposal bidding

·Communicated with customers upon arrival and before leaving the work site. Ensures high levels of customer satisfaction. Met regularly with customer to become familiar with operations. and problem solving

·Adhered to all Johnson Controls and customer safety standards. Provided safety leadership and instruction to all control technicians in the branch. Provided safety awareness while working onsite with Johnson Controls subcontractors

·Trained the customer in control systems operations. Delivered manuals and documentation to the customer for training needs as required, and provided mentorship for certification of Controls Technicians and Service Technicians on complex of building automation systems

·Conducted extensive self-study (reading, research and practice) to improve and maintain technical proficiency in company's product lines. Completed certifications as required by the company

·Created flow diagrams, sequence of operations, network layouts and electrical schematics as required. Assisted in the development and testing of software programs necessary to operate the system per the intent of the project requirements

·Compiles and/or completes project as built and close-out documentation

·Assisted in the coordination and creation of necessary drawings and equipment schedules for submittals and installation

·Managed orders and tracked the delivery of materials for assigned projects. Coordinated factory-mounting processes to meet factory and project scheduling

·Assisted in the loading and commissioning of all system and network-level controllers as required. Assisted in validation of complete system functionality and troubleshooted problems with subcontractors and other trades to ensure proper operations

·Managed and provided field change information to the project team for the creation of as-built drawings and software

·Communicated with management and JCI contractor, or customers of job progress and issues

·Assists in performing site-specific training for owner / operator on the total building control system

Johnson Controls, Inc. (Malone Solutions) – Capital Heights, MD 07/2018 – 11/2019

Help Desk Representative II (Non-Government)

·Network and Desktop troubleshooting experience with Re-Imaging Desktops, Windows 7 and 10 Operating Systems, Tier I and 2 support

·SME in Microsoft Office Tools, also considered the Secondary Point of Contact or Help Desk Specialist for ALL incoming customer technical issues and processed customer queries and resolved issues

·Updated and maintenance all printers and data cards

·Followed document blueprints and standard operating procedures (SOP’s). Ensuring accurate logging of all calls. Achieved high customer satisfaction levels

·Managed user account using Microsoft Active Directory 2008 and 2012

Capital Impact Partners – Crystal City, VA 04/2018 – 06/2018

Desktop Support II (Non-Government/Private Sector)

·Performed day to day desktop servicing, repair and/or installation of hardware and software for all end users

·Assisted customers to diagnose problems and provide resolutions for technical and service issues including end-users local-area network access problems, e-mail, Internet, and network or local printer problems

·Provided one-on-one end-user problem resolution with LogMeIn and in-person

·Coordinated timely support and repair on various IT equipment covered by third-party vendor maintenance agreements

·Performed multiple, technical tasks with a need to routinely upgrade skills to meet changing job conditions, encrypted and formatted SSD/SATA Hard Drives

Small Business Administration – Washington, DC 09/2016 – 04/2018

Service Desk Analyst Tier II (Federal Contractor)

·Provided advanced problem resolution for Level 1 problems as escalated

·Determined the functional area of the problem being reported, e.g., hardware, software, telecommunications and provided detailed analysis of corrective actions

·Determined if equipment was warranted and arrange appropriate resolution under warranty

·Performed incident analysis to determine possible cause and potential fix and updated assigned tickets and continuously coordinated necessary work recommendations

·Documented status updates and communicated to necessary parties and provided following-up recommendations and resolutions

·Ensured all systems and infrastructure were running optimally, with high availability and quality. Provided hands-on system service desk support, system maintenance and operations support for both internal and external customers

·Maintained track of equipment inventory. Add remote printers from the network

·Patched cables in the LAN closet and set up new end user workstations

·Managed physical repair for Dell Laptops and consulted with Dell for onsite laptop repair as needed.

·Performed migrations of end users to Windows 10 utilizing OneDrive

·Created and Managed user ID’s, computers and network printer, using Microsoft Active Directory

Lockheed Martin - Fairfax, VA 12/2015 – 09/2016

Help Desk Analyst (Federal Contractor)

·Provided support for on-site servers and users at various locations (Rayburn Building, Ford Building, Cannon Building and the U.S Capital)

·Managed vendor trouble tickets, from open to closed

·Consulted and supported customers using Intranet Quorum (IQ) solution in U.S. Senate and other markets as assigned

·Analyzed, trained, and support the solutions for customer use. Troubleshooted and resolve complex desktop issues

·Installed, configured, upgraded PC Hardware and Software, including Smartphones

·Troubleshooted and configured Microsoft Office for windows and Mac Book iOS systems

·Remotely installed and configured network printers and scanners

·Assisted staff with installing the email "Agent" app onto their iPhones

·Preformed Data Transfer from end users hard drives

Insight Global (Department of Transportation) - Washington, DC 10/2015 – 12/2015

IT Specialist (Federal Contractor, Temporary Assignment)

·Provided second level support for IT Help Desk

·Worked with Tier 1 Support staff to triage IT issues and record issues in ticket tracking system. Installed, configured and troubleshooted hardware ensuring information security, and information assurance policies, principles, and practices were followed

·Managed, organized, and distributed user’s PC's. Installed new software versions, updates, configured hardware, and user systems for effective integration of software systems functionality

National Capital Contracting (NIH) - Bethesda, MD 12/2014 – 10/2015

Help Desk Specialist (Federal Contractor)

·Managed technical customer product issues. Analyzed the problems with equipment or software applications to identify the problem areas and recommended effective corrective actions

·Maintained logs of issues so that reoccurring issues can be reported to product development and Mac Support Experts

·Maintained and Troubleshooted with Microsoft Office Products. Worked on issues of moderate scope. Such as, Mail Support, Outlook, Entourage, Mac Mail,

·Managed Network Support, LAN, Wireless, VPN troubleshooting, Blackberry Enterprise, MS Servers, iPhone Devices, troubleshooted VoIP telephones (resetting voicemail box), Service Now Ticket System and Manage network accounts via Active Directory

Randstad Technologies (University of Maryland) - Lanham, MD 10/2012 – 11/2014

Tier1 Analyst (Non-Government)

·Maintained VoIP Appliances (Avaya and Cisco)

·Provided exceptional and professional customer service support to clients

·Logged all client contacts, calls, emails, web forms, chat sessions, or voicemails into the appropriate ticketing tool systems

·Troubleshooted, diagnosed and resolved application issues following standard operating procedures and used knowledge support tools

·Escalated issues, situations, or problems requiring urgent attention to Level II Analysts and routed tickets that cannot be resolved at the Tier1 level to appropriate technicians, or escalation groups

·Collaborated effectively with other service desk team members to resolve and document unfamiliar issues and participated in ongoing training for service desk operations

·Worked on and completed tasks or projects assigned by supervisors

·Maintained remote client support of various enterprise and desktop applications utilizing Cisco Webex and assisted customers with gaining access to SQL/iSQL via Nova

·Assisted customers with file transferring from Nova to FileZilla and Core FTP

·Provided input into service desk team performance reviews and attend performance review sessions

·Completed training requirements for new service desk team members and facilitated or overseen other colleague training

·Worked with Team Leads and IS Managers to ensure adherence to audit requirements, including security, data retention and data destruction

·Tracked hardware inventories, monitored Avaya systems for employees work performance and assistant manager with payroll

·Developed necessary user tools and motivated employees, ensuring they had the necessary guidance to use the developed tools to be more effective within their job scope

·Participated with employee performance results and conducted coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors

·Identified team and individual training needs and developed plans for immediate and long-term performance improvements

·Provided primary management support for IT Support agents, and participated in the interviewing and promotions process to ensure hiring of the best candidates

·Ensured maximum utilization of support associates to maintain coverage across all contact channels and monitored real-time queue and adherence reports.

·Developed and maintained understanding of Corporate and IT policies and procedures SOP’s

Comcast Cable - Largo, MD 03/2010 – 10/2012

Customer Account Executive

·Rendered Internet tech support to customers via telephone

·Managed operating systems such as Internet Networking Systems, Home Telephone Service and Cable Television Service

·Troubleshooted with Windows XP, Visa, MAC, and Windows 7 operating systems, to include setting up users’ profiles and installing software and hardware

·Troubleshooted with outlook for end users to include setting up customer email accounts

·Rendered customer support for Cable modem connections via telephone and supported customers with wireless networking issues

·Troubleshooted with Comcast Digital Voice Service (VOIP) phone service and handled billing and sales calls in an efficient and timely manner. Also sold Comcast products and services via telephone sales

·Managed and Tracked customer tickets through Remedy Ticketing System and ensured tickets were resolved, before closing out the tickets

EDUCATION:

Strayer University

B.S. Computer Science Minor: Networking

Winter 2023

Lincoln Tech Institute

Air Conditioning, Refrigeration & Heating Technology Certification

June 2021 - October 2022

High School Diploma

Clarksburg HS

August 2006 to January 2010

SKILLS:

Microsoft Office (10 years), Adobe (5 years), Java (3 years), Unix Administration (2 year), Active Directory (7 years), VPN (7 years), Remedy (4 years), SharePoint (4 years), Computer Hardware (5 years), Computer Repair (6 years), Mac OS X (5 years), Mobile (8 years), Blackberry Enterprise Server (3 years), Printers (5 years), Word (6 years), Excel (6 years), Cloud Computing (3 years), Networking (5 years), Data Entry (10 years), Customer Service (11 years), Calendar Management (5 years), Webex (5 years), SCCM (3), HVAC (2 year), ISTM, Remedy, Service Now and Salesforce Ticking system. Virtual Desktop Access (VDA), Core FTP/ FileZilla. Video Teleconferencing (VTC), Metasys, Metasys UI, SCT, CCT and Type 60-65 wpm

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