Desktop Support Technician - Jason Robb, Austin, TX

JASON ROBB

Austin, TX 314-***-**** ************@*****.***

Professional Summary

Infrastructure Analyst with expertise in ServiceNow ticketing, hardware deployment, and asset management. Skilled in troubleshooting Windows systems, imaging, and coordinating equipment lifecycle to maintain system reliability. Known for delivering exceptional customer service and optimizing IT processes across multiple sites.

Core Skills

•Ticketing & Tools: ServiceNow Ticketing(3756 total tickets), Smart Deploy, Remote Access Tools

•Hardware & Asset Management: Asset Management, Shipping & Receiving, Lenovo Warranty Coordination, Hardware Deployment

•Software & Operating Systems: MS Office Suite, Microsoft Azure, VPN, Windows Operating Systems, Security & JAWS Support

•Technical Support & Troubleshooting: IT Infrastructure Support, Technical Support Experience, Troubleshooting Skills, Customer Service,Remote Technical support for 1200 agents.

Professional Experience

Marriott International Nov 2022 - Present

CEC Infrastructure Analyst Austin, TX

Results-driven Infrastructure Analyst with extensive experience supporting Marriott International operations. Expert in ServiceNow, Smart Deploy, imaging, and asset management. Recognized for delivering exceptional customer service, maintaining system reliability, and optimizing IT processes across multiple sites.

•Manage infrastructure support tickets across North America via ServiceNow ticketing, applying troubleshooting skills to resolve issues promptly(3756 total tickets).

•Oversee shipping and receiving for multiple sites including Austin, San Antonio, and Miami(1200 agents)

•Serve on JAWS, SNOW Template, and Security Support teams.

•Coordinate Lenovo warranty processes and ensure timely equipment repairs.

•Conduct asset management inventory audits, maintain server rooms, and oversee hardware deployment and computer imaging.

•Recognized for exceptional service and reliability supporting remote teams through remote access tools.

Marriott International Dec 2019 - Nov 2022

CEC Site Support Admin Austin, TX

•Managed real-time adherence for call center operations using MS Office Suite reporting tools.

•Maintained internal databases and executed ServiceNow ticket workflows while providing technical support and troubleshooting on Windows operating systems.

Education

University of Missouri, Columbia

B.A., History

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