Robert Boucher Email and Phone Number

Main point of contact for all IT related issues and requests for a growing software development company.Managed all IT assets and infrastructure.Built and configured IIS/SQL Server testing environments for the Development, QA, and Support departments.Major Accomplishments at IssuetrakFacilitated move of IT systems for entire organization to new office space including design/layout of the server room and equipment heat load. Created and configured Always-On MS SQL Server Cluster in Microsoft Azure Cloud to facilitate development and testing for an upcoming software release of Issuetrak. The Azure Cloud environment was created and configured specifically for this project. Migrated all production hypervisors from a mixed ESXi/Hyper-V environment to an all ESXi 6.0 environment managed by VMWare vCenter.Performed Windows 10 rollout to all workstations. Migrated on-premise exchange and file services to Google Apps for Work.2-time STAR Award recipient.

• Manage the day to day workflow of incoming, completed and “standing” tickets.• Provide Tier 1 technical support for inbound issues via phone and internet.• Provide Tier1 technical support for issues via onsite visit• Work directly with Management to improve technical processes including new client on-boarding, new user creation and proactive “check lists” for client sites.• Participate in a weekly meeting/session for staff about current happenings, upcoming projects and ongoing support.• Maintain a daily / weekly timesheet where you achieve a 75% or better utilization rate.

Documentation of all case information and updates as information becomes available Facilitate and expedite the escalation of customer service issues. Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user or a supervisor.Kept appraised of services, products, warranties and promotions. Miscellaneous request and research from internal staff as directed by the Supervisor.

Made corrections and revisions to industrial mining equipment specifications in AutoCAD.