Rob Cromwell Email & Phone Number

• Provided in-person and over the phone support to 700 users company wide.
• Equipment custodian for over 600 pieces of equipment (monitors, laptops, docking stations, desktops) and in-charge of purchasing quotes for new equipment.
• Re-imaged 5-10 new machines daily via Clonezilla usb imaging program with Windows 7 operating system
• Provided support for 30 different applications
• Set up users with printer access
• Replaced hard drives, upgraded/replaced ram in laptops and desktops.

Columbia, MD, US

• Support the CMS PORTAL (portal.cms.gov) website which is access by over 50,000+ users.
• Handle simple queries on EIDM application, act as gate keeper for remedy tickets assigned to EIDM O&M Team.
• Provide Helpdesk Tier 2 and Tier 3 Support to perform detail analysis on issues that could not be resolved by Helpdesk Tier 1.
• Conduct analysis of data, error reports, and ticket trends to proactively identify and resolve issues.
• Provide Helpdesk Support Services to CMS applications and end users of CMS applications integrated with EIDM.
• Develop support services scripts and training for Tier 1 Call Center or support the center service desks.

• Support the CMSA PORTAL (portal.cms.gov) website which is access by over 50,000+ users.
• Handle simple queries on EIDM application, act as gate keeper for remedy tickets assigned to EIDM O&M Team.
• Provide Helpdesk Tier 2 and Tier 3 Support to perform detail analysis on issues that could not be resolved by Helpdesk Tier 1.
• Conduct analysis of data, error reports, and ticket trends to proactively identify and resolve issues.
• Provide Helpdesk Support Services to CMS applications and end users of CMS applications integrated with EIDM.
• Develop support services scripts and training for Tier 1 Call Center or support the center service desks.

• Provided in-person and over the phone support to over 9,000 APG employees and Army service members.
• Provided remote support for all tickets that Tier I (call center) support could not resolve.
• Performed software installations (Roxio, adobe, MS Office Suite, etc…)
• Resolved VPN issues with CISCO AnyConnect.
• Manually installed Win 7 on machines that failed to receive the update via SMS.
• Mapped local and network printers onto user machines.

• Provided in-person support for over 19,000 Pentagon (OSD,WHS,PFPA) employees.
• Assisted users with NIPR and SIPR account unlocks and password reset.
• Assisted in the re-imaging of users machines and transferring of data.
• Performed troubleshooting of hardware, network, software, and printing issues.
• Managed user’s accounts via Active Directory.
• Performed replacement of hard drives and peripherals.

• Provided Tier 1 and Tier 2 support to over 6,000 CMS employees via phone and in-person support.
• Responds to 40-50 tickets daily.
• Managed user’s accounts through Active directory.
• Provided remote support through Tivoli remote desktop tool.
• Provided assistance with the Windows 7 refresh upgrade of all CMS systems.

• Delivered dependable, comprehensive, management services related to end-user hardware and software for more than 50,000 FBI employees worldwide.
• Enabled uninterrupted service by responding quickly and effectively to 50-60 helpdesk tickets daily.
• Maintained compliance with FBI information security polices for multiple network enclaves, supporting classified web-based and offline software systems.
• Manage users’ Active Directory accounts and groups.
• Deployed and configured complete classified and unclassified equipment, running fiber optic cables to computers and added computers to domain as member of Next Generation Web (NGW) deployment team.
• Ensured connectivity and functionality of PC software, hardware, printers, and Blackberries through utilization of wide-ranging troubleshooting skills.

• Managed efficient and responsible handling of individuals’ personal effects.
• Performed forensic scanning of service member media devices.
• Delivered desktop support and assisted in setup of printers and password resetting.

• Key team member for troubleshooting computer systems issues via phone and onsite for 436th Communications Squadron.
• Maintained more than 5000 computers in excellent operational order, including more than 100 Secret and Top Secret computers.