Mark Robb Email & Phone Number

South San Francisco, Ca, Us

Palo Alto, California, Us

• Responsible for installing, configuring, troubleshooting and maintaining Microsoft Windows 10/11 Lenovo X1 Carbon, LG Gram computers and peripherals• Support 200-300 employees • O365 support• OneDrive support • Microsoft Teams support• Two-factor authentication (2FA) - Multi-factor authentication (MFA) support• Leverage Microsoft Intune administration to configure, enroll, reset and wipe computers• Enroll organization-owned devices; use Intune for MDM• Enroll personal devices in bring-your-own-device (BYOD); use Intune for MAM• Provide L2 support using OKTA SSO and password management • Provide L2 support via Splashtop, TeamViewer remote access • Escalate to IT Security to configure and troubleshoot Zscaler • Manage uniFLOW print account management• Canon printer configuration and troubleshooting • Document issue resolution using Zendesk ticketing system• Manage Audio/Video Zoom conference rooms. Provide Zoom support to reoccurring meetings• Escalate to external vendor to keep conference room technology online• Manage, support and troubleshoot DTEN All-in-One family inventory • Process Onboarding / Off-boarding• Provide computing support to Bonneville Labs remote office • Create, publish and utilize knowledge base articles via Zendesk• Perform weekly conference room maintenance check• Perform weekly audit of inventory hardware• Order procurement peripherals as needed• Update shipping progress ticket queue

Redwood City, Ca, Us

• Responsible for the evaluation, implementation, integration, deployment and maintenance of firm-wide applications, including: Windows 10, O365, WebEx, Citrix, DUO, Symantec PGP, Deep Instinct, Ivanti and various PC applications • Provide L2 support to employees and network/systems maintenance• Work with vendors and third-party integrators to deliver customer application solutions• Provide end-user support and document solutions to the firm's Help Desk calls• Participate in planning meetings for IT projects to determine resources needed• Identify and escalate problems and opportunities for improvement in the firm’s software applications, infrastructure and technology• Diagnose problems and develop proactive processes to ensure maximum application availability

South San Francisco, California, Us

 Configured and deployed a monitoring tool, opManager, to enhance proactive response time to network/virtual environment issues and improve operational performance. Worked closely with the development team to conduct standard set of tests to validate that the program meet requirements.  Ensured accuracy of changes, logs exceptions and expands upon test plan created by developer to account for other situations that may need to be tested following the SDLC methodology. Utilized tools to analyze and remove system malware, spyware, adware, viruses and other threats.

Daly City, California, Us

 Resolved all L1 and L2 hardware break\fix incidents (Lenovo and Dell).L2 Win 7 and applications incidents. Resolved all L2 network issues incidents; TCP/IP troubleshooting, network printers and VoIP Nortel phones. Address all tickets and complete tasks within Opsgenie ticket system. Provided ticket updates, close tickets and resolve all tasks and incidents before due date (SLA). Escalated all non-L2 tickets quickly or work with L3 engineers to resolve. In charge of Image hardware and onboard new hire per hospital SOP and resolved WOW (workstation on wheels) environment.

Palo Alto, Ca, Us

 Resolved all L2 hardware break\fix incidents (Dell) and L2 Win 7/10 and applications incidents. Resolved all L2 network issues incidents; TCP/IP troubleshooting, network printers and VoIP phones. Addressed all tickets and complete tasks within ticket system JIRA. Provide ticket updates, close tickets and resolve all tasks and incidents before due date (SLA). Escalated all non-L2 tickets quickly or work with L3 engineers to resolve. In charge of Image hardware and onboard new hire per company SOP.

Waltham, Ma, Us

 Resolved all L2 hardware break\fix incidents (Dell) and L2 Win 7 / 10 and applications incidents. Resolved all L2 network issues incidents; TCP/IP troubleshooting, network printers and VoIP phones. Addressed all tickets and complete tasks within ticket system ServiceNow. Provide ticket updates, close tickets and resolve all tasks and incidents before due date (SLA). Escalate all non-L2 tickets quickly or work with L3 engineers to resolve. Handled the following projects: Hardware refresh, Win 7 to Win 10 domain and data migration, assist with WAN migration testing and server room rack and stack (switches and AP’s).

Global, Gb

 Provided support to IBM Lenovo family and peripherals. Manage Audio/Video conference via Acano coSpace (virtual meeting) using Crestron & Polycom Maintained and troubleshot Microsoft Windows 7 environment. Provision of mobile devices via IBM MaaS360 administrator account. Maintained and troubleshot Microsoft Office 2010, support eDocs DM 5.3.1 and Skype for Business 2016. Supported iPhone & iPad environment, VPN and RSA wireless environment, WebEx interface. Administered support Cisco 8861 desk phone and provided remote support via PROXY Pro Master v8.

North Chicago, Illinois, Us

 Responsible for installing, configuring, troubleshooting and maintaining Microsoft Windows 7 / 10 Dell computers and peripherals. Supported wide range of print services including set up and other peripherals. Develop eDocs Document Management access request process and training. Supported day to day issues in person, by telephone, Jabber / Lync or via email. Maintain excellent communication with all end users and other members of the technology department. Responsible for disconnect-reconnect computer hardware and peripherals during move IMAC (Install, Move, Add, and Change). Supported iOS devices in a networked environment, including Mobile-Iron – Enterprise Mobile Security. Developed on-boarding and off-boarding processes and training. Managed Audio/Video conference logistics including WebEx configuration and set up. Documented issue resolution using ServiceNow Service Management and Footprints ticketing systems.

Foster City, Ca, Us

• Perform Tier II support via phone, email on-site or remote management applications.• Provide support for hardware, software and applications as needed for corporate users in a hi-tech environment • Support customers with Desktop application support and configuration. (Microsoft Office Suite, Active Directory (password reset), printer setup).• Utilize Microsoft System Center Configuration Manager (SCCM) to image and configure Dell families (7240 and 7440) hardware• Assist remote users with access problems, including performing password administration.• Configure applications in Windows 7 environment, install hardware and peripherals for customers• Provide users solutions to their reported issue, then update the Incident or Request information in the ITSM application.• Work with ITSM (IT System Management) systems and update Incident and Request information in a concise manner.• Manage and prioritize the work assigned to work queue in the ITSM application (ServiceNow). • Perform data migration during hardware refresh• Follow standard operating procedures and resolve incidents assigned to them within ITSM application.• Directly resolve or appropriately escalate user reported problems/issues to other IT groups.• Support customer application requests and perform break/fix or remote installations as needed.• Ability to move tickets to other and categorize within the different fields of IT (i.e. Network Support, Desktop Support, Server Support, etc.)• Provision Cisco unified IP phone 7900 series utilize Cisco CallManager (CCM) • Advanced Cable management skills (waterfall technique)

Sunnyvale, Ca, Us

• Subject Material Expert (SME) for Cepheid’s Instrumentation product lines, operator’s software and Laboratory Information Systems interfacing • Provides technical direction and support to customers and field sales on operation and maintenance of company products in a call center environment • Serves as primary customer contact on technical product-related issues and resolves them in a timely manner• Works closely with sales and marketing, QA/QC, research and development to address customer concerns, determine corrective action and customer follow-up • Provides support to end users for various applications for complex automated instrumentation • Follows SOP to ensure adequate complaint handling into call tracking database • Follows procedures set forth in ISO regulations and QSR for medical device• Authors Technical Bulletins or troubleshooting guides for global distribution• Troubleshoots instrumentation product line designed for a clinical laboratory setting• Works directly with end users and the Technical Support Manager to identify areas to Implement best practices that positively impact customer satisfaction• Provides phone/email support on Cepheid’s GeneXpert and Infinity line of products• Works on technical problems of varied scope, conducts failure investigation with cross functional teams • Works closely with Cepheid Service group to investigate issues and set forth standard operating procedures• Designs and performs technical trainings for internal and external clients

Amsterdam, Noord-Holland, Nl

Provide technical support via phone and email to Philips customersFront line support of Philips' iSite PACS products, including iSite Enterprise and iSite RadiologyRespond to customer support requests submitted via phone calls and emails Respond to system errors and warning messages reported via the Philips Heartbeat applicationDocument all actions taken during problem resolution using the internal issue tracking tool (HEAT)Troubleshoot operating system issues quickly and effectively on Win2K and Win2K Advanced Server Troubleshoot hardware issues quickly and effectively on IBM xSeries servers and RAID hardwareTroubleshoot advanced TCP/IP problems with customers Open service requests with Microsoft Support and IBM Field Service Support as requiredRecord and document customer reported field defects including example files, application logs and steps to reproduce; and provide proper escalation to Philips L2 support for validation

Oakland, Ca, Us

Department moves - Disconnect and reconnect desktops, laptops, LCD's, printers and other technical equipment.

South San Francisco, California, Us

Project lead - migrate to Google MailProject lead - upgrade to Office 2003Configure, support and troubleshoot Windows XP, 2000, NT 4.0 and Mac OSX 10Configure, support and troubleshoot TCP/IP networking, remote / wireless access and DHCP Configure, support and troubleshoot the following applications: Microsoft Office Suite, Google Calendar, Google Mail, VMware, Connected Backup, Webroot Spy Sweeper, Symantec AntiVirus, Oracle Calendar, Corporate Time Calendar, FileMaker ProConfigure, support and troubleshoot Nortel VoiP telephonesConfigure, support and troubleshoot iPhone, Blackberry, Palm Tungsten C, Palm VConfigure, support and troubleshoot validated GMP laboratory hardware with emphasis on Chemstation and AKTA Configure, support and troubleshoot local and network printers including Xerox, Hewlett Packard, IKON and BrotherConfigure, support and troubleshoot POMS MES printers utilize Loftware label softwareUtilize remote tools RDC, SMS, LANDesk, DameWareConfigure and support extensive Hewlett Packard, Apple and Dell hardware families of notebooks and desktopsImage hardware utilize Ghost 7.0; Administer local and server accounts through User Manager and Active DirectoryExecute and retrieve data using enterprise Connected BackupStrong emphasis on customer serviceClose day to day cases utilize Remedy application

South San Francisco, California, Us

Configure and support remote access using Check Point SecuRemote and Firewall to utilize Virtual Private NetworkConfigure and support Hewlett Packard families using Windows XP, 2000, NT 4.0 and Macintosh to utilize Virtual Private NetworkProvided VPN support via front line services environmentUtilize Remedy application for tracking tickets

Diploma, Computerized Business Systems

Diploma, Mainframe Computer Operations