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 17 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

February 2017 – Present
Rise OMG, Orem, UT
Assistant Server Administrator

Manage various systems for VM Servers, assist with monitoring the ticket queue, being a resource for other members of the IT team and Helpdesk, as well as taking care of escalated and assigned tickets and projects.

October 2015 – February 2017
Rise OMG, Orem, UT
IT Support Specialist

Manage systems and users with Microsoft Active Directory. Troubleshoot hardware and software. Microsoft Windows 7, 8, 10. Manage system with SCCM, remote desktop, logmein, Advance IP scanner. Travel to remote offices to assist with various tasks, installing new systems and printers.

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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