Résumé

Kim R Robinson

341 Birchwood Drive, Orem, UT 84057 | Tel: (801) 472-4554 | kim@kims-r-us.net

Summary

  • A highly results oriented and dedicated IT professional over 16 years of over all experience providing exceptional technical and administrative support in multiple customer service settings; researching workstation and network issues to resolve customers’ technical challenges.
  • Well versed in providing technical support for 650 to 700+ users, providing 2nd level support, analyzing situations beyond 1st level ticket and resolving and management directing workstation, audio/visual, and user issues while on the phone or in person.
  • Highly effective in contacting users and vendors, replacing hardware, installing software, troubleshooting networking issues and working with other departments as needed until issues are resolved.
  • Highly efficient in performing hardware and software upgrades, experienced in supporting both Windows and Macintosh workstations, has researched and resolved multiple computer performance and break/fix issues
  • Highly skilled in providing phone support for troubleshooting errors, application issues, and driver issues for Windows 2000, Windows XP and Windows 7 operating systems, helping users successfully install Windows, troubleshoot error messages, and resolve problems with devices.
  • Maintained Active Directory user and custom-in-house application user access, additions, deletions, and terminations.
  • Well experienced in reissuing RSA tokens for Cisco VPN, accessing servers, such as Active Directory and file servers, for various user access, aiding users transitioning from server to server.
  • Highly efficient in using MS Office tools and the Internet, etc in data handling, searching and reporting.
  • Growth inspired and highly adaptable to changing professional work environment to implement solutions in an efficient manner.
  • Works independently with minimal supervision handling multiple work loads.
  • Great team player with excellent communication, analytical, written and presentation skills with strong aptitude towards learning new technologies and business applications.

Skills

  • Website Builders (CMS): WordPress, Weebly
  • Operating System: Proficient with Windows 2000/XP/Vista/7, Active Directory, Exchange, Mac OS X; Linux;
  • Microsoft Office: Word, Excel, PowerPoint, Access, Project, Publisher;
  • Other Software: Word Perfect, Electrical CAD, Architectural drafting;Other hardware: VPN routers, iPhone, Blackberries (email & software setup), VOIP phone systems (various accesses)

Experience

October 2015 – Present
Rise OMG, Orem, UT
IT Support Specialist

March 2013 – October 2015
EIG/Bluehost, Orem, UT
Web Expert

  • Assist customers with understanding their hosting control panel and starting their website with one of the following website builders:
    • WordPress
    • Weebly
  • Assist customers with getting started with Reputation Monitoring and SEO QuickStart
  • Assist customers in understanding how to get started with their Social Media pages and accounts
  • Able to build simple WordPress or Weebly sites in a few minutes.

November 2011 – February 2013
USPS / Convergys, Orem, UT
Customer Service Agent / Customer Service Supervisor

  • Answered incoming calls, track and confirm packages, created cases,
  • Assisted customers in understanding various situations dynamically, and transfer to other groups as needed.
  • Additional training and positions: Stamps sales and ERC

April 2010 – November 2011
Teleperformance, Lindon, UT
iProfessional / Technical Support

  • Support Windows and Macintosh Personal Computers (PCs), dynamically troubleshooting each call as it comes.
  • Used system tools and resources, proprietary knowledge base, peers, and Internet to effectively find solutions to customer’s problems
  • Performed data entry as needed

December 2009 – April 2010
iTOKhelp.com, Lehi, UT
Remote Technician / Account Manager

  • Managed 2-6 technicians, at a time, who: Clean and repair infected computer systems, configure or troubleshoot email client issues, troubleshoot and fix applications and plugins, such as Internet Explorer, Microsoft Office, data backup and security software
  • Setup systems for membership of iTOK Helpdesk, backup and antivirus software.
  • Performed system maintenance, such as defragment hard drives and updating software; working on multiple remote systems at a time.

December 2008 – October 2009
Symantec/EDS/Pinnacle, Lindon, UT
IT Help Desk Analyst/Site Services

  • Supported for 650+ users
  • Provided 2nd level support, analyzing situations beyond 1st level ticket
  • Contacted users, vendors, replaced hardware, installed software, troubleshoot networking issues and worked with other departments as needed until issues are resolved.
  • Reissued RSA tokens for Cisco VPN, accessing servers, such as Active Directory and file servers, for various user access, aided users transitioning from server to server.

August 2006 – October 2008
Tahitian Noni International, Provo, UT
IT Helpdesk Technician

  • Provided technical support for 700+ users
  • Resolved and management directed workstation, audio/visual, and user issues while on the phone or in person.
  • Supported both Windows and Macintosh workstations
  • Maintained Active Directory user and custom-in-house application user access, additions, deletions, and terminations.
  • Performed hardware and software upgrades.
  • Researched and resolved multiple computer performance and break/fix issues
  • Performed imaging and workstation deployment locally and to remote sites.
  • Hand selected to represent Helpdesk in on-call status.

November 2004 – August 2006
Nortel / Convergys, Orem, UT
Nortel Networks Certified Support Specialist

  • As network support specialist helped hundreds of system administrators configure, troubleshoot and replace or RMA VPN (Virtual Private Network) Routers.
  • Proficient with all models: 100, 200, 1000, 2000 and 5000 series.
  • Common support areas included: VPN Client installs on PC and Mac, server IPSEC rules and guidelines, Firewall rules with port and protocol blocking/opening, routing rules, NAT (Network Address Translation), and SSL (Secure Socket Layer) card and technologies.

August 2000 – November 2004
Microsoft / Convergys, Orem, UT
Microsoft Service Professional

  • Provided phone support for troubleshooting errors, application issues, and driver issues for Windows 2000 and XP operating systems.
  • Helped people successfully install Windows, troubleshoot error messages, and resolve problems with devices.
  • Commended for customer service skills and ability to calmly talk customers through complex computer installations and troubleshooting.
  • Used Microsoft system tools and resources, proprietary knowledge base, peers, and Internet to effectively find solutions to customer’s problems.
  • Wrote multiple Knowledge Base Solutions for specific software and hardware configurations.

August 1999 – July 2000
Storesonline.com/ Netgateway, Orem, UT
Customer Support Agent

  • Assisted customers and resolved problems encountered while maintaining their e-commerce storefront hosted by Netgateway.
  • Monitored critical system servers to ensure web sites were operating correctly; performed quality assurance checks on web sites
  • Monitored proper content, corrected use of grammar and punctuation, and overall functionality.
  • Completed upgrades to websites utilizing in-house systems and HTML.

Education

  • Masters of Science in Computer Information Systems, University of Phoenix, October 2005
  • Bachelors of Science in Information Technology/Web Design, University of Phoenix, May 2003

 

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