Rob Waters Email & Phone Number

Norfolk, VA, US

Reston, Virginia, United States

Norfolk, Virginia, United States

Norfolk, Virginia, United States

• Primary administrator of the ScienceLogic SL1 monitoring platform, utilizing a PowerFlow integration to automate ticketing from SL1 events into ServiceNow for a 7,000+ device environment.
• Developed monitoring apps through OID manipulation and PowerShell to enhance monitoring capabilities.
• Conducted remote datacenter administration and performed backups using the Rubrik platform.
• Provided automation support and performed various duties within the Infrastructure Operations team, including server birthing and retirement, triage ticket resolution, and troubleshooting Linux and Windows servers.
• Demonstrated skills in server monitoring, incident management, Windows Server administration, system administration, disaster recovery, training, and VMware.

Chesapeake, VA

• Established and managed a productive offshore partnership, fostering effective communication and team building.
• Defined key performance indicators (KPIs) to measure service levels, identified risks, and collaborated with the offshore partner to minimize them.
• Conducted quality checks for work performed by the offshore partners, ensuring adherence to processes and procedures.
• Acted as a point of escalation during business and off-business hours, providing guidance and support to the offshore partners.
• Led and participated in projects to onboard applications and devices into monitoring tools, facilitating seamless operations.
• Disseminated information on new products, procedures, and documentation to the offshore partners.

Norfolk, Virginia Area

• Monitored Gannett's server environments in multiple data centers, ensuring optimal performance and resolving issues.
• Troubleshot and resolved high CPU and memory issues, conducted disk space cleanup, and escalated complex problems to subject matter experts.
• Migrated between monitoring platforms and set up/configured new monitors based on product owner requirements.
• Provided training for contractors and new hires, participated in outage calls and CAB calls, audited user accounts and event management alerts.
• Offered after-hours assistance for NOC staff via the VictorOps platform and handled technical escalations from Tier 1 operators.
• Demonstrated skills in server monitoring, incident management, Windows Server administration, system administration, training, and VMware.

Norfolk, Virginia Area

• Provided independent support and repair services for clients using Windows machines.
• Conducted virus and infection remediation, ensuring the removal of malicious software and enhancing system security.
• Supported clients with printer setup and troubleshooting, ensuring proper functionality and resolving any issues that arose.
• Performed software updating and patching to keep systems up to date with the latest security and feature enhancements.
• Facilitated hardware upgrades, including RAM, storage, and other components, to improve system performance and meet client needs.

Chesapeake, VA

• Reviewed, created, and implemented IT policies as needed to ensure security and compliance.
• Provided comprehensive support to internal end users, assisting with the utilization of Office XP suite, BPCS, custom B.I. reporting tool, and AS400 via "green screen" interface.
• Maintained and serviced printer equipment, ranging from laser printers to copiers, including troubleshooting, maintenance, and filing supply requests with vendors.
• Served as the network and system administrator for a single forest domain on Windows 2008 R2, with responsibility for a Windows 2003 file server.
• Conducted system administration tasks for the AS400, including query creation, file system maintenance, printer and output queue management.
• Performed end-of-month module closing for BPCS, encompassing Inventory, Financial, and Order Entry, ensuring smooth transitions for month-end closing procedures.

Norfolk, Virginia Area

• Executed the Virginia Beach Public Schools upgrade contract, working as a part of the Electronic Systems Inc. team.
• Installed new hardware and performed configurations of new PCs onto the VBPS Windows Active Directory (AD) network.
• Ensured seamless integration of hardware and software components, adhering to project requirements and timelines.
• Collaborated with team members to coordinate and execute the deployment process efficiently.

Yorktown, Virginia

• Delivered exceptional phone and remote support to clients, assisting with backup equipment such as SANs, tape backup systems, and disaster recovery options from the installation phase to daily use and providing.
• Conducted in-house testing of customer equipment to diagnose and troubleshoot issues, and performed necessary repairs.
• Responded to client requests and provided on-site service for installation, troubleshooting, and repair of backup systems.
• Proficient in working with iSCSI/SCSI connections and implementing various backup schema to meet client requirements.
• Authored both internal and external white papers, expanding client and peer knowledge on backup solutions and best practices.
• Collaborated with sales agents, offering technical information and expertise to prospective customers to support the sales process.

Virginia Beach, Virginia, United States

• Successfully operated a company delivery vehicle, servicing routes in VA/NC region.
• Provided exceptional customer service and billing support to clients during route visits.
• Utilized judgment and decision-making skills to assess customer credit for merchandise.
• Took proactive measures to place orders for customers based on their specific needs and seasonal business growth.
• Educated customers on additional service products and programs, effectively promoting their benefits.
• Conducted contract additions as necessary to accommodate customer requirements.

Chesapeake, Virginia

• Delivered comprehensive technical and account support to cable internet customers of Cox Communications.
• Resolved customer issues efficiently and effectively through various communication channels, including telephone, email, and live chat.
• Assisted both PC and Mac users in troubleshooting and resolving technical issues related to internet connectivity and service performance.
• Collaborated with field service technicians, dispatching them when necessary to resolve complex issues that required on-site assistance.

Chesapeake, Virginia

• Provided comprehensive hardware and software technical support for Canon USA, Canon Computer Systems, and Canon Software Publishing.
• Supported a wide range of products, exceeding 1400 in number, including basic printers, scanners, professional digital video cameras, and consumer digital cameras.
• Assisted customers in troubleshooting and resolving technical issues related to Canon products, ensuring customer satisfaction.
• Conducted extensive testing of drivers for products on both Mac and PC platforms, providing valuable feedback and suggestions for improvement.
• Collaborated with cross-functional teams to address customer needs and enhance product performance and usability.

Norfolk, Virginia

• Delivered tier 1 and tier 2 technical support to internet access customers, assisting them with various operating systems such as Windows 3.1x/95/98 and up to MacOS 9.0.4 for internet, email, and other related services.
• Provided prompt and efficient phone and email support to employees in the newspaper industry, addressing their inquiries and troubleshooting internet and email access and usage.
• Acted as a shift senior technician, assuming responsibilities such as handling priority callbacks, providing support and backup to technicians on the floor, and assisting the shift supervisor as required.
• Demonstrated strong problem-solving skills, resolving technical issues effectively and efficiently to ensure customer satisfaction.