Robert Hunnicutt Email & Phone Number

• Overseeing escalated incident and service order tickets from Level 1 Service Desk Representatives, ensuring efficient resolution and team member satisfaction.• Taking charge of live escalations for critical work-stoppage issues, promptly addressing and resolving them to minimize downtime.• Taking the lead on software upgrade and deployment projects, showing some project management skills.• Developing KACE scripts to streamline software installations and troubleshoot issues, utilizing batch files and PowerShell scripts for effective automation.• Serving as a key contributor in training initiatives for new hires and existing team members, covering troubleshooting methodologies, procedural guidelines, and software functionality. Providing constructive feedback to team members on previously escalated tickets that have been successfully resolved.• Collaborating with other IT teams to address high-level incidents, fostering a cross-functional approach to incident resolution.

• Provided remote support efficiently using Interaction Desktop by Genesys and the Bomgar Cloud client, effectively resolving software and hardware issues.• Managed Service Orders for seamless software installations and user account creations, ensuring a smooth end-user experience.• Contributed to various software deployment and upgrade projects, demonstrating proficiency in project execution.• Adapted to a rotating on-call schedule, remaining responsive and ready to address technical challenges as they arose.

• Conducted in-depth diagnostics and repairs for client device issues, addressing both software and hardware challenges.• Managed the shipment and receipt of devices to/from our Geek Squad service centers, ensuring a smooth operational workflow.• Provided client education on effective device usage, offering guidance and support.• Played a key role in training colleagues on repair processes, imparting expertise, and educating other departments on our operational procedures.• Earned iOS certification, demonstrating proficiency in repairing iPhones.

Mission Viejo, California, United States

Sales Associate for the Smart Home and Computers department

Mission Viejo, California, United States

Family owned pet shop. I was the primary care taker for all the reptiles in the shop.

Laguna Hills, California, United States

Clubhouse Aide for a clubhouse that also had a theater. Was responsible for setting up chairs, tables, mics, projectors and small stages for events. Would also do basic sound technician work and operate a spotlight for shows in the theater.

Education record

High School Diploma