Robert Harrell Email & Phone Number

Currently enrolled in a comprehensive 24-week cloud program leveraging real-world projects and industry mentorship.•Acted independently and collaborated with peers in utilizing and ramping up various cloud systems and other current technologies including: AWS, Linux, Python, Containers, and Terraform.

North Carolina, United States

Proactively engage in understanding and exceeding client expectations, ensuring high levels of satisfaction.* Answer and resolve support cases across all severity levels, providing timely and effective solutions.* Take ownership of client issues, meticulously tracking and managing them through our ticket tracking system.* Manage and own all client communications, ensuring messages are concise, professional, and aligned with company standards.* Share and document knowledge through the creation of internal and client FAQ/KB articles.* Mentor junior support engineers through comprehensive training and coaching sessions, contributing to team development.* Efficiently manage multiple projects and support cases simultaneously, showcasing strong organizational and multitasking skills.* Advocate for consumers internally, championing their issues to ensure prompt and satisfactory resolutions.* Represent the company externally, maintaining a positive and professional image during client interactions.* Lead large multi-participant client calls, including hot escalations, demonstrating effective leadership and problem-solving abilities.* Operate autonomously, typically receiving little instruction for day-to-day tasks, with general guidance on new assignments.

Winston-Salem, North Carolina, United States

Anticipate the needs of clients and manage communications to provide a consistent workflow. Provides support for projects and other support teams where needed. Manage multiple tasks and priorities in a fast-paced and changing environment.• Coordinate, provide training, and support IT-related activities and initiatives.• Support or lead any additional project work and task requested by management.• Automate solutions for common problems and find innovative ways to resolve issues.• Identifies trends in incidents and work orders, identifies solutions, and reduces incidents.• Identifies and proposes possible solutions within the Site IT as well as other areas of IT, including data and voice networks, software applications, and process improvement.

Greensboro/Winston-Salem, North Carolina Area

Provided second-level support for PC hardware and software. Troubleshoot issues experienced by local & remote workstations as well as identify and resolve issues. Worked to meet the Service Level Agreement (SLA) on all tickets sent to the Help Desk. Worked with IS staff and vendors to resolve unusual problems. Lead and motivate a team of support technicians in fixing existing issues, new technologies, processes, and procedures.• Ensured coverage of the Help Desk phone and ticket queue during assigned times.• Closed and addressed calls with responsibility assigned to the help desk. Answered all calls, emails, and ticketing systems, such as Zendesk and Service Now. Thoroughly documented all calls and walk-ups to the Help Desk according to defined standards.• Documented and troubleshot issues relating to in-house applications.• Set up new user accounts and mailboxes via Active Directory and Exchange. Set up and configure company software and hard such as Office 365, printers, and VPN.• Assembled, installed, and configured acquired PC hardware/software in a manner that meets company policies, procedures, and guidelines. Follow Help Desk procedures provided by Help Desk Team Lead.• Provided basic Windows server troubleshooting to provide better information to the infrastructure team during off hours. Created and published company standards of procedures and trained and coached current and new employees.

North Carolina, United States

Actively monitor and assist in the resolution of technical support cases created by assigned Premier Support Accounts. Act as the escalation point of contact for assigned Premier accounts and orchestrate Dell’s response on escalated issues. Develop relationships with client accounts by conducting onboarding meetings with new Premier Support accounts and become an expert on their implementations. Leverages understanding of client to identify and communicate themes in client pain points to internal leadership, driving long-term improvements for customers.• Provide clients with remote guidance and expertise to resolve technical problems. Act as second-tier end user contact and resolution. Accurately document user information, triage steps, and resolutions or escalation notes • Manage personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests. Follows knowledge base articles as a standard for resolving client reported issues.

Greensboro/Winston-Salem, North Carolina Area

Performed varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements.• Installed, Moved, Added, and Changed (IMAC) activities, as well as data backup and restore on certain accounts for clients. • Resolved problems and performed IMAC's within Service Level Agreement (SLA) objectives and completed all related administrative duties. • Understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of and taking action on the problem.

Cloud Devops Engineer, Information Technology

Currently enrolled in a comprehensive 24-week Cloud DevOps Engineering program leveraging real world projects and industry mentorship.

Information Technology Security And Administration Program