Help Desk It Support

Robert J. Arthur

+1-310-***-**** ******.*.******@*****.*** Redondo Beach, CA 90277

July 13, 2025

Hiring Manager

Legend Biotech Corporation

Dear Hiring Manager,

I’m excited to apply for the Help Desk & Live Chat Support Specialist position. With a strong background in IT support and a passion for customer service, I bring both technical know-how and a calm, user-friendly approach to solving problems— especially under pressure.

In my previous roles, I’ve supported users remotely across a range of platforms, from basic login issues to more complex troubleshooting in SaaS environments. I’m adept with tools like Zendesk, Intercom, and Freshdesk, and am comfortable juggling multiple live chats while navigating various systems. My typing speed exceeds 60 WPM, and I pride myself on staying clear, responsive, and efficient in every customer interaction. I’m also deeply familiar with endpoint troubleshooting, network basics, and remote desktop support. I’ve supported Office 365, mobile apps, VPN setups, and know how to translate tech speak into friendly step-by-step guidance. What sets me apart is my ability to maintain both professionalism and empathy—turning even frustrating user experiences into smooth, reassuring resolutions.

I’m enthusiastic about joining a remote-first team that values both customer experience and continuous growth. I’d welcome the opportunity to bring my skills to your support team and grow into more advanced IT roles as the opportunity arises. Thank you for your time and consideration—I look forward to connecting. Warm regards,

Robert J. Arthur

Robert J. Arthur

+1-310-***-**** ******.*.******@*****.*** Redondo Beach, CA 90277 PROFESSIONAL SUMMARY

Hands-on, solutions-oriented IT leader with a proven track record of leading, directing and optimizing corporate and public sector IT departments and initiatives. Adept at analyzing, planning, implementing, and managing IT solutions aligned with business goals. Hands-on knowledge and experience delivering strategic solutions that improve operational efficiency, enhance system performance, and drive organizational growth. Experienced in cross- functional collaboration, streamlining processes, and leading teams through complex technology transformations to meet evolving business needs. WORK EXPERIENCE

HEAD OF INFORMATION TECHNOLOGY, Chicken Soup for the Soul Entertainment May 2020 - December 2024

Overall responsibility for the support and management of all aspects of the Information Technology department supporting offices in Los Angeles, New York and Cos Cob with Data Centers in Las Vegas and Toronto.

• Hands-on technical lead of an IT team of 20+ employees, providing leadership throughout the organization related to information systems and activities including Level-III and Executive Support as needed.

• Oversee security and integrity of data, infrastructure, intellectual property, and health information to protect it from internal and external risks and threats.

• Successfully lead the consolidation of three disparate email platforms to Office 365 within first 3 months.

• Successfully deployed Dropbox Enterprise for all employees and migrated all data (200+TB) from on-prem file shares and Google Drive.

• Consolidated 100+ individual Zoom accounts to a corporate Zoom account providing greater costs savings, account control and user management with experience hosting company-wide Webinars with Backstage.

• Personally implemented Azure SSO across Office 365, Dropbox and Zoom with MFA enforced, providing better security and data protection.

• Personally deployed Darktrace Protect and Detect, greatly reducing the number of spoof, phishing and spam emails while using AI to look for and prevent anomalous behavior from the end user community.

• Management of all vendor relationships, budgets, and contracts. DIRECTOR OF INFORMATION TECHNOLOGY, Sonar Entertainment June 2017 - May 2020

Daily responsibility for the support and management of all information technology platforms, business systems and applications while supporting offices in Los Angeles and Toronto and remote users around the world, with all VMWare hosts located at our Data Center in Las Vegas. Responsibilities included:

• Responsibility for the design, support and maintenance of VMware environment including the vSphere Hypervisor hosts (ESXi), vCenter Server appliance, vRealize Operations Manager & Skyline (5.0, 5.5, 6.5 U2, 6.7)

• Experience with deployment and daily operations of the Azure-AD Hybrid Office 365 environment

• Advanced skills managing Office 365 using PowerShell scripting (i.e. Adding new users, Delegate permissions, modifying Auditing defaults globally and mailbox recovery)

• Onboarding and Offboarding new and existing accounts in an AD Synchronized Hybrid environment, Windows Server 2012 r2, 2016 with experience on Windows Server 2019 beta.

• Experience installing, managing, and troubleshooting directory sync using Azure AD Connect

• Supporting the evaluation, implementation, sync and sharing of large volumes of data with OneDrive

• Experience with Intune for mobile device management and Windows 10 device management

• Experience with Compliance Management, including in-Place eDiscovery & hold (HR issues), auditing (Exchange Online and Active Directory) and retention policies.

• Documenting all change, knowledge base and help desk incidents in SpiceWorks ticketing system.Management of all vendor relationships, budgets, and contracts

FULL TIME PARENT, INTENSIVE PHYSICAL THERAPY, AND HEAD DOG WALKER, Recovery from Motorcycle Accident

August 2009 - June 2017

On August 29 2009, I was in a motorcycle accident that required multiple surgeries and years of physical therapy. After a long but successful recovery, I was I was initially hired as an hourly contract-employee with Sonar Entertainment in June 2017. After successfully demonstrating my abilities with no special accommodations for 6 months, I was offered and accepted a full-time salaried position in February of 2018. I had the daily responsibility to provide support for all Information Technology business systems and applications. This includes 1st, 2nd and Executive Support for all Office 365 end-users in Los Angeles and Toronto and remote users around the world, with all VMWare hosts located at our Data Center in Las Vegas. In January of 2019, I was promoted to the Director of Information Technology. Robert J. Arthur

+1-310-***-**** ******.*.******@*****.*** Redondo Beach, CA 90277 WORK EXPERIENCE

SENIOR INFORMATION TECHNICIAN, City of Rancho Palos Verdes September 2007 - March 2009

Responsible for the daily management and support of all aspects of the IT environment at City Hall and seven park locations, with 100+ end users.

• Support and maintained on-site Active Directory and Exchange servers.

• Provided Helpdesk support to all end users.

• Responsible for the setup and maintenance of all audio video equipment used at city council meetings. SYSTEMS ADMINISTRATOR, Acre Solutions

October 2005 - August 2007

Responsible for the installation, maintenance and troubleshooting of all IT systems and applications at corporate and offsite managed properties. Responsibility for the design, support, and maintenance of all web servers.

• Provided Helpdesk support to all end users.

• Management of all vendor relationships, budgets, and contracts. ENTERPRISE SYSTEMS CONSULTANT, Dell, Inc.

April 1999 - October 2005

Met or exceeded all sales objectives while providing the lead technical role in the sales process to ensure that the Dell solutions were positioned appropriately, achieved the customers stated goals and provided an outstanding customer experience.

• Responsible for Southern California and Hawaii, traveling 50% of the time for onsite presentations and customer visits.

• Technical SME for all Dell PowerEdge Servers, Dell/EMCNAS and SAN products. DIRECTOR OF INFORMATION TECHNOLOGY, New Age Electronics January 1998 - April 1999

Responsibility to build and oversee all aspects of the IT department during the growth from a $250 million to $850 million dollar organization. Demonstrated ability to plan and manage the timely delivery of multiple large projects while recruiting and managing the necessary personnel, technical and budgetary resources.

• Planned and managed two office/warehouse relocations including the entire voice and data network build out.

• Migrated multiple disparate email systems to on-Prem Exchange server.

• Standardized hardware platforms across the organization.

• Management of all vendor relationships, budgets, and contracts. MANAGER, TECHNICAL SERVICES, Universal Music Group July 1996 - January 1998

Managed six analysts who provided second and third level technical support for 1100+ end users within the Universal Music Group and associated labels.

• Prioritized all Helpdesk tickets and daily and weekly reports.

• Acted as 3rd-Level support as needed on all Windows and Mac support tickets. MANAGER, TECHNICAL SERVICES, CIC Systems, Inc.

December 1991 - July 1996

Primary responsibility for providing Hewlett Packard pre-sales technical service and support in the Western United States.

• Responsibility to manage and support all aspects of the corporate IT environment at seven office locations.

• Managed 7 technicians and provided Help desk support to 80+ end users. Robert J. Arthur

+1-310-***-**** ******.*.******@*****.*** Redondo Beach, CA 90277 EDUCATION

Los Angeles Harbor College

1991-1993

General Education

SKILLS

Active Directory, Analysis, Audiovisual Design, Auto Delivery, Azure, Business System, Compliance, Contracting, Customer Service, Data Center, Deployment, End Users, Hardware, Help Desk Support, Hypervisor, Information Technology, Macintosh, Management Skills, Microsoft Windows, Mobile Device, Office 365 Administrator, On Boarding Management, OneDrive, PowerShell, Scripting, SME, Sonar, Systems Administration, Technical, Ticketing Systems, Troubleshooting, Veeam Backup and Replication, Vendor Management, VMware, VMware ESXi, VMware vCenter, VMware vSphere, Windows Server, Windows 10/11, all versions of macOS

CERTIFICATION AND LICENSES

REFERENCES

David Ellender

CEO

Halcyon Studios

310-***-**** / ********@**.***

Pamela Popp

Head of Operations

Chicken Soup for the Soul Entertainment

323-***-**** / **********@*****.***

Amanda Edwards

SVP

Chicken Soup for the Soul Entertainment

203-***-**** / ******@*********************.***

Rick Andreoli

Director Program Marketing

Sony Pictures Entertainment

213-***-**** / ************@*****.***

Jeffrey Tebele

CEO-owner

RCS Professional

646-***-**** / *******@***************.***

Microsoft Certified Systems Engineer 94

Certified Novell Engineer 92

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