Robert Anderson v11

Robert A Anderson

**** ******* ***** ***** 702-***-**** (Cell)

Las Vegas, NV 891**-***-*** 9454

Email address **************@*****.*** or **************@*******.***

What I can bring to your organization I bring to your organization the following

• Over 20 years of customer service experience in the Information Technology field support including software, hardware and networking support. This also includes hands on experience.

• Over 20 years of Technical and Sales training, that includes the delivery as well as the writing of the material.

• As a team player, I will do what ever it takes for your organization to meet their goals on time.

• Over 16 years Project Management experience.

• Reliability- I have not been late or absent of the last 10 years.

Professional experience 11/2008 to 1/2009 Wynn Resorts Las Vegas, NV

Mass Account Creation Expert (MACE team) / Help Desk

• Create network user accounts for the Encore resort.

o Assign network access to Hotel, Food and Beverage and gaming applications such as Opera, MMS, Kronos, Time card management

• Manage network access using Active Directory services (users and groups)

• Managed the print servers

• Supporting the following applications

o Opera, Kronos, Spasoft, MMS Green screen and blue screen, Jazz, Remote Desktop Support (ADAMIN, Carbon Copy and PC Anywhere), Altiris, Altiris Console, The Wire, SQL

• Current Gaming Card

• Remotely troubleshoot software and hardware- Help desk

4/2002 to 9/2008 Spherion Technology Las Vegas, NV

Lilly US Field Help Desk Supervisor

• Maintained and approved changes to the databases that the helpdesk and Eli Lilly used for information as well as troubleshooting documents. (The databases are in the Lotus Notes format.)

• Retrieved 90% of the files the field user’s lost due to customers inexperience.

• Monitored the network of the system.

• Controlled the use of the available bandwidth got the helpdesk by setting priorities on the required tasks while meeting the goals and objectives.

• Monitoring the software loaded on the computers to make sure the systems are in FDA compliance.

• Managed the use of which printers were used in order to control the costs and quality.

• Respond to problems that come to Technical Support from the Eli Lilly user community.

• Managing user and group accounts in Active Directory with Eli Lilly approval

• Manage a technical staff to resolve all service requests related to supported applications networks and hardware for 6500 end users (Tier 1, Tier 2 and Tier 3 level helpdesk)

• Planning for and maintaining the staffing levels to support the growth of Eli Lilly.

• Managed the budget for the helpdesk

• Develop Training and Policy/Procedure documents

• Train Technical Analysts on all Software, Hardware and Policies to support Eli Lilly Sales and Marketing and Clinical Research staff in USA and Puerto Rico.

• Design and implement new processes to streamline operations and support.

• Complete HR and Payroll functions

• Interact with other Eli Lilly user departments and other support groups ensure quality service and support

• Trained tech’s on new software provided by the client (Eli Lilly)

• Supported the customer on the phone for hardware and software issues

• Project management for rollout and other projects for Eli Lilly and Company

• Performed the following tasks on a daily bases

connectivity issues, desktop, Helpdesk, configuration, desktop support, network connectivity, desktop and laptop, laptops, installation, McAfee, Performed, deskside, escalation, help desk support, system problems

Accomplishments

• Changed the training of the agents to be more proactive--Results were to provide better customer service for the client.

• Increased the output of the agents by 200%

• Increased customer satisfaction levels

• Service Level Agreement levels were exceeded for the last 5 years (Speed to answer 38 seconds Goal was 90 seconds, First call resolution was 92%- Goal was 68%, Abandon rate was 0.5% Goal was 8%)

• Certified Help Desk Professional credentials obtained from STI International Certification Organization

7/1998 to 4/2002 Comp USA Las Vegas, NV

Hardware and Software Instructor/ Department Lead

• Instruct adults on courses starting at basic computer concepts (Hardware and Software) to A+ preparation classes.

• Software instruction on the Microsoft business software, Lotus Notes, Photoshop, Basic networking concepts and other current software.

• Maintained the classroom networks and computers of two locations in Las Vegas.

• Trained the new instructions in both locations in Las Vegas. Sold classes to current customers

• Hired, scheduled and evaluated instructors

• Sold training packages, Hardware and Software items

6/1995 to 7/1998 Computer Skills Institute Las Vegas, NV

Director of Education

• Managed the classroom environment including training instructors, course development and school budget.

• Managed AR and AP, payroll.

• Taught courses when required,

• Maintained the computers in the school

• Developed new training projects

Accomplishments

• Increased the number of classes by 200%

• Managed the growth of the school with in the budget

• Changed to courses taught to fit the needs of the employers of Las Vegas

6/1980 to 5/1995 Canon USA Costa Mesa, CA

Western Region Technical Training Supervisor/ Assistant National training Manager

• Managed and developed training facilities in the US

• Resolved technical issues in the field

• Managed the help desk environment for the 5 regions within the US

• Developed employees skills

• Managed the training budget for the Western Region Training facilities (13 Western States)

• Managed projects for Canon Inc in Japan

Accomplishments

• Developed and wrote the “Train the Trainer programs” used in US and Japan. Program is still used today.

• Certified over 400 trainers in North America and Japan.

• Canon INC. Certified Technical Training Instructor

•

• Increase Technical classes in the US by 200%

• Developed technical training courses for new products

• Certified to teach over 90 different products

• Developed a Sales training program

6/1977 to 5/1980 APECO Corp Costa Mesa, CA

Copier Technician/ Assistant Service Manager

• Servicing Copiers

• Managed accounts (Both Sales AND Service)

• Managed the service department when the service manager was not there.

• Developed employees skills

5/1968 to 5/1972 and 5/1973 to 5/1975 United States Marine Corps

Radar, Radio, Crypto Technician

• Repaired various electronic equipment to the component level

• Managed various technical shops departments

• Various duties in Viet Nam

Education

4/2009 to Present Kaplan College Online courses

Internet Technology

Web Development and Network Security

5/1975 to 5/1977 Orange Coast Community College Orange County, CA 714-***-****

Business

General Business Studies

5/1972 to 5/1973 Coast Line Community College Seattle WA

Business

General Business Studies

12/1968 to 5/1969 USMC Electronic Courses

Technical Repair Courses

Radio, Radar and Crypto repair courses.

9/1964 to 6/1968 Foster High School Seattle WA

Business classes

General Business Studies

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