Remote Customer Connection Specialist (Work From Home)

J. ROBERT ENGLISH, III

615-***-**** ******.********@*****.*** https://www.linkedin.com/in/robertenglish3 Nashville, TN

Results-driven Computer/Network Technician/Field Engineer with extensive experience, and education in deployment, migration, troubleshooting, break fix, support, and administration of information systems in Microsoft, IBM, HP, Lenovo, Dell, Cisco, VOIP, Mainframe, and UNIX LAN/WAN environments.

Operating Systems: Windows (11, 10), AS/400, UNIX, Linux

Networking: Windows 7/8/10/NT, 2003 - 2016, Novell NetWare, IBM iSeries, AS/400, UNIX, Linux, LAN\WAN, Cisco, Citrix, Webex, PCNow, GoToMyPC, Altiris, VPN, SMS, Exchange, HP Openview, Active Directory, GroupWise, Internet / Intranet, TCP/IP, DNS, T1, DSL, Cable, DHCP, Wireless, IR, VOIP, Switches, Routers, Firewalls, Aircard, VNC, Putty

Hardware: Dell, Lenovo, HP, Compaq, IBM, Cisco, Linksys, Fortinet/Meraki/Cisco Load Balancers -Firewall, Laptop, Desktop, Server, terminals, Wi-Fi, printers, copiers, CDRW, Modem, NIC, PDA, Blade Server, Thin Client, Kiosk, Motorola, Ingenico, Scanners, Digital Signage, iPhone, iPad, SSD, M2, tablet, Android, MAC

Software: Active Directory, Spreadsheet / Database Analysis and Design: Microsoft Office 2016/365, Sharepoint,, SaaS, DaaS, Lotus Notes, Cisco, Google, WebEx, Backup Exec, Bitlocker, Wipe, Firefox, Chrome, Internet Explorer, Netscape, Zenworks, Antivirus Utilities, Norton Utilities, Checkit, Ghost, HTML, Putty, pcAnywhere, Citrix, Altiris, MDT, Clarify, Client Access, Remedy, DameWare, SMS, Tivoli, Legato Networker, GoToMyPC, Remote Access, Carbon Copy, Microsoft RDC, PCNow, UltraVNC, VNC, PCLaw, WUPOS, Sysinternals, Chexar, Netspend, Sysaid, Cerner, Citrix, ServiceNow, SharePoint, Microsoft SCCM, WSUS, Bomgar, XenApp, XenDesktop, Acronis, Rightfax, Laplink, Jamf, PCMover, Pegasus Workflow, Zoom, Microsoft Teams, Okta, MFA, PowerShell

PROFESSIONAL EXPERIENCE

NTT Data Services at VUMC 5/2022 – 1/2026

Field Tech Senior Associate – North Vanderbilt Campus

-Utilized the VUMC Pegasus Ticketing system, and Microsoft Teams

-Provided walkup customer service and per call Pegasus ticket customer service

-Performing computer refresh with Dell computers, Laptops, MAC, and iPads Imaging and deployment utilizing Microsoft Intune/Azure, Windows 10 to 11 migration

-Laptop setups with Dell docking stations for ease of network and peripheral connectivity

-Performed Epic EHR Go Live

-Installing Printerlogic for printer connectivity and Mapped Drives

-Imaging computers in preparation to deploy to end users utilizing PowerShell scripts

-Performing work remotely using BeyondTrust Bomgar Remote Support when available

-Cloud based data through use of OneDrive and Microsoft Office 365 on Desktops, Laptops, iPhones, and mobile devices

-Utilize Pegasus Knowledge Base for learning new procedures on performing various tasks

-Manage Mac computers utilizing Jamf Pro, deploying Mac Apps, and software updates

-Image, deploy, and troubleshoot Zebra Label Printers as needed

-HIPPA Certified

UBS/Computacenter – Contract

2/2022 – 5/2022

Computer Consultant

-Performing work Utilizing ServiceNow ticketing system, Skype, and Teams

-Performing Windows 10 imaging of Thin Clients and Laptops

-Deploying computer systems

-Performing Social distancing computer equipment desk moves

-E-Wasting DTP’s utilizing Blancco wiping software and Sage disposal services.

Advance Auto Parts Distribution - Contract 7/2021-1/2022

IT Support Specialist

-Performing nationwide remote and onsite Lenovo Support utilizing Microsoft Teams and Okta

-Setup AD users by moving to the correct OU, adding to HighJump WMS, O365, Office 2016

-Performing Active Directory user support

-Working tickets through ServiceNow

-Supporting Oki Data, Sharp MFP, and Zebra WT41/TC52 RF Scanners & Label Printers

-Installing and Supporting Vertical Industry Software

Nashville Magnet School – Contract

5/2021-6/2021

Computer Consultant

-Performing Dell Latitude 5400 & Lenovo 100e Chromebook preparation for new school year

Reliance Steel & Aluminum Co - Robert Half - Contract 4/2021

Computer Consultant

-Performed setup of new HR Kiosk Station on a 10Zig Thin Client, HP Laser printer setup and configuration.

-Utilized Cisco Webex conferencing for remote corporate configuration.

DRiV Incorporated – Abbtech - Contract 3/2021

Computer Consultant

-Imaging Dell 3080 or Dell 5470 computers with Windows 10 20H2

-Performing Computer Deployment and Migration Throughout the Smyrna, TN Plant

-Backing up User data profiles to USB, Network drive, or OneDrive and migrating to replacement computer

-Replace current computer with newer Dell 3080 computer or Dell 5470 and hook up all peripherals.

-Install and configure vertical industry software.

-Setup Network Printers on the computer

Ascension Healthcare – Abbtech - Contract 12/2020-1/2021

Computer Consultant

-Performing Computer Deployment and Migration Throughout the hospital system

-Backup User data from current computer to network.

-Replace current computer with newer computer and hook up all peripherals.

-Get the End user login to the new computer.

-Migrating from Microsoft Office to Google Office

-ITSM

-Setup Network Printer connections

Universal Health Services, Inc. – Source 1 Solutions Contract (Client) 10/2020–10/2020

Computer Consultant

-UHS, Inc Worldwide Ransomware infection short term contract

-Essential Worker

-Performed multisite Windows 10 Pro imaging

-Windows Systems Administration

-Installing Red Cloak Threat Detection and Response

-Joining domain, Updating group policy

-ITSM

-Installing local and network printers

-Troubleshooting various computer issues

-Local Server cleanup while main servers were down

Citizens Bank \ Franklin American Mortgage – Pomeroy IT Solutions - Contract 09/2018–09/2020

Computer Consultant/Help Desk/Field Engineer

-Provided Onsite and Remote Windows 10 Enterprise, Windows 7 Pro Deployment and Technical Support

-Performed Windows 10 Migration from Windows 7 with SCCM Imaging, and Microsoft Deployment Toolkit

-Performing latest Windows 10 version updates

-Utilized Jira and Service Now Ticketing system

-PXE Imaging Laptops and Desktops with Windows 10

-Essential Worker – HIPAA Certified – Desktop Support

-Windows 10 Local Administrator/Help Desk/Technical Support Utilizing ITSM ServiceNow, and Jira Helpdesk Ticketing Systems

-Utilized Active Directory Users and Computers to administer user and computer accounts, groups, printers, organization units, and contacts.

-Site utilized the Cloud, DaaS, SaaS, Confluence, Slack, Citrix, Office365, PowerShell, Cisco VOIP Phones, iPhones, iPad, various Android phones/devices and VMware installed, used, and supported.

-Provided secure remote support utilizing BeyondTrust Bomgar, Cisco Jabber, or Cisco Webex connections to end users’ computers to perform various desktop/software/administration support from installing/troubleshooting/setup user, printer, driver, and other Windows 7/10 software and issues.

-Utilizing Sophos Security Suite, Group Policy, BitLocker, BIG-IP Edge Client - F5 VPN, Okta Verify, RSA SecurID Multi-Factor Authentication, USMT, Secure Print

-Moving computers to the proper OU’s

-Performed Local & Network Multifunction Printer installation and troubleshooting.

-Studied and acquired Ongoing Regulatory University - Educational Required Certifications

Omni Hotels & Resorts – Server Engineer – Client 05/2018– 05/2018

-Performed Hotels site wide Linux TV Servers Troubleshooting and Installation

AIG – Network Technician – Client 04/2018– 04/2018

-Performed large scale Windows 10 computer move and setups.

BB&T – Network Technician – Client 02/2018– 02/2018

-Performed Cisco router installation and configuration.

Regions Bank – Logista Solutions Network Technician – Client 11/2017 – 12/2017

-Performed Windows 7 & 10 software install and configuration at over 50 sites in a 2-hour radius of Nashville Tennessee.

-Built, Installed, configured, and tested HP Signature capture devices.

NCR – Field Engineer/Network Technician – Client 9/2017 – 11/2017

-Performed NCR deployment of new POS equipment at multiple sites throughout middle Tennessee.

eBryIT – Technical Team Lead/Network Technician – Client 8/2017 – 9/2017

-Performed HP Williamson County School District 2320 Chrome Book rollout

Franklin’s Printing – Computer Consultant – Client 8/2017

-Performed Windows RAID SATA HDD hot-swap and troubleshooting.

Others available upon request

EDUCATION & ACCREDITATION

-Networking and Information Systems, MCSE, CNA, CompTIA A+, Dell DCSE, CompTIA Security+, HIPPA certifications

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