Technical Support It
Resume:
Robert Sills Jr.
Clemmons, NC 27012
CAREER SUMMARY
IT Support Analyst with over 20 years of management, customer support and technical experience.
AREAS OF EXPERTISE
System Management Desktop Support Technician System Analyst
Small Project Management Hardware & Software Upgrades Technical Training
Application Support Process Development & Testing Management
PROFESSIONAL EXPERIENCE
IT Manager, FSA Technology Solutions, HTR, Hampton, VA July 2020- Present
Supervise daily operations in technical support group and shape the department.
Oversee responsibilities assigned to the technical support reps and pc field reps.
Handle all escalated technical issues politely, efficiently, and promptly. Assure that all problem issues are in process of being resolved and contact has been made with the requestor.
Document and retain all communication regarding a given issue and RCA.
Maintain a good working relationship with all vendors and potential customers.
Coordinate all special projects and other tasks as needed.
Stay informed on the latest industry techniques and methods.
Manage the technical support reps and field agents and evaluate their performance.
Ensure customer service is timely and accurate daily with all vendors.
Recruit, train and technical support representatives and technicians in the field.
Set specific standards for technical desk and field agents.
Establish best practices through the entire technical support process.
Develop daily, weekly, and monthly reports on tech agents and field techs.
End User Support, Premier Research Group, Raleigh, NC June 2017- September 2017
Analyze hardware, software, and application problems for all network or stand-alone computer systems and network resources supported for the store point of sale.
Use of network and environment monitoring and reporting tools e.g., Lan-sweeper or Microsoft System Center 2012.
Working knowledge of supporting and a large mobile workforce with remote support tools such as Dame Ware or VNC. advantage
Microsoft Exchange Mailbox setup and support
Working knowledge of supporting and a large mobile workforce with remote support tools such as Dame Ware or VNC. advantage
Working knowledge of computer imaging provisioning software e.g., Symantec Ghost
Monitor computer systems, networks, and applications for response time, problem prevention, performance, and resource utilization.
Attracts potential customers by answering product and service questions and suggesting information about other products and services.
Working knowledge of computer imaging provisioning software e.g., Symantec Ghost
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Customer Service Rep, Holmes Oil Company, Raleigh, NC April 2017- August 2017
Analyze hardware, software, and application problems for all network or stand-alone computer systems and network resources supported for the store point of sale.
Monitor computer systems, networks, and applications for response time, problem prevention, performance, and resource utilization.
Attracts potential customers by answering product and service questions, suggesting information about other products and services.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
System Analyst, Dartmouth- Hitchcock Medical Center, Lebanon, NH Nov 2012 – Feb 2015
Monitored computer systems, networks, and applications for response time, problem prevention, performance, and resource utilization.
Tested workflow scripts in Epic Environments POC, Test, and SUP
Validated build changes as well as upgrades in various Epic environments
Facilitated daily communications between Ambulatory IS and the help desk.
Served as liaison, problem solver and facilitator between the Epic teams and physicians, nurses, and practice administration team.
System Administrator, Northrop Grumman, Raleigh, NC April 2012 – Oct 2012
Migrated postal employees’ desktop, favorites and my documents while upgrading to Windows 7.
Analyzed problems and implemented technical solutions.
Participated in the evaluation of new hardware and software (technical tests) for the clinical applications department.
Installed and configured network, software, application, and hardware issues.
Managed campus break/fix and computer management using AIMS
IT Support Analyst 2, HP Enterprise Services, Raleigh, NC May 2010- Feb 2012
●System administrator duties including creating ids, assigning rights and passwords.
●Provided Technical support for Department of Homeland Security.
●Managed high severity outages and escalations with ARS Enterprise Remedy.v7
●Installed and configured network, software, application, and hardware issues.
●Monitored LAN, Wan devices, and issues with CMS and LMS.
Technical Support, IBM Global Services, Durham, NC Sept 2000- Nov 2009
●Provided PC and mainframe support for various accounts.
●Review, plan, and schedule hardware issues, dispatching them to various larger hardware vendors for onsite repairs.
●Wrote technical training documents, tests, and conduct refresher courses.
●Coordinated training program schedules and managed other small projects.
●IT Trainer for the department, refresher training, ticket review, coach sessions, training schedules etc.
●Tested and implemented new software and existing software.
MILITARY EXPERIENCE
Petty Officer 3rd Class, United States Navy, Bremerton, WA Sept 1992 - Sept 1996
●Provided technical support for my division.
●Reviewed monthly maintenance schedule with new employees.
●Coordinated training program, schedules, and managed division projects.
EDUCATION
Master of Science in Management - Healthcare Administration
Southern New Hampshire University, Manchester, NH
Bachelor of Science in Computer Information Systems
Minor in Business Administration
North Carolina Wesleyan College, Rocky Mount, NC
Diploma – Networking Administration Office Technology
ECPI Technical College, Raleigh, NC
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