Robert M. Email & Phone Number

United States

New York, United States

Charged with the task of onboarding all new clients from a technical perspective and documenting all aspects of the IT Infrastructure and process in all internal documentation areas.• Use effective, precise, and professional communication with clients to determine timelines for onboarding their technical infrastructure in internal systems.• Gather and disseminate technical documents related to, but not limited to, Network, Server, Virtual, phone, and Physical infrastructure.• Meet with clients face-to-face in a professional manner to discuss IT procedures and processes and document in a scalable way into internal systems for engineering teams to follow.• Meet deadlines related to Technical Onboarding• Work with and communicate to the Customer Success Team and Client any issues related to Onboarding deadlines not being met and for what reason.• Review technical infrastructure and create documentation regarding all aspects of IT.• Travel to clients for Discovery visits before go-live to meet with their Team and discuss expectations, documenting all requirements and technical information. • Create technical recommendations to provide to the internal Strategy Team to review with the client. A deep holistic understanding of each client and their network is required to provide these recommendations.• Deploy RMM and Coretelligent tools and services during onboarding. Updating the scripts as needed depending on the IT tools in use at each client and adapting to those networks is necessary.• Audit recently onboarded clients submitting requests and calls to support to ensure documentation is properly set up for those engineers to troubleshoot the issues.

New York City Metropolitan Area

• Communicate with clients on-site to resolve technical issues and close tickets• Serve as an IT lead for the client, be aware of their needs, assess trends, and make both proactive and reactive recommendations and changes• Collaborate with internal client stakeholders and Coretelligent stakeholders• Utilize strong knowledge of Windows desktop troubleshooting to assist clients with connectivity, printing, customization, user profile, and applications• Provide strong Microsoft Office and Mobile Device troubleshooting to resolve client issues• Perform Virus/Malware removal• Deploy new hardware using Imaging technology• Responsible for user account management in Active Directory, Exchange, spam filter, and other platforms. This includes creation, removal, changes, password resets, and bulk operations• Utilize basic knowledge of Networking and Services to provide client support. This includes: DHCP, local DNS, and VPN• Perform Wi-Fi connectivity troubleshooting• Update and maintain documentation• Effectively participate in on-call rotation resolving after-hours technical issues• Perform after-hours work as needed for onsite support and infrastructure/server maintenance

Holmdel, New Jersey, United States

• Address and resolve all service requests• Utilize all necessary resources within the company to resolve issues and retain customers• Ensure that the quality of the service providers’ work is within client standards• Maintain focus on customer satisfaction• Build positive rapport with customers, Local Exchange Carriers, and co-workers• Communicate effectively with customers via telephone and e-mail• Build strong relationships with customers and other business affiliates• Ensure proper records are maintained for all equipment deployment• Attend internal meetings, providing updates as needed• Perform daily tasks with a true sense of ownership

New York, New York

• Maintained Cisco Jabber and WebEx hosted environments• Configured hunt groups, auto attendants and dial plans• Migrated 9000 users from WebEx and Cisco Jabber to Zoom Conferencing and Phone• Administered Zoom environment for video conferencing and newly implemented Zoom Phone • Handled all ServiceNow Incidents that were escalated to the Unified Communications Team• Reduced Unified Communications Ticket queue by 76% • Developed user facing documentation, as well as “How To” documents for Level 1 and Level 2 support teams• Performed vendor escalation and work with Level 1 and Level 2 teams to resolve technical issues• Represented Unified Communications team on outage calls to coordinate with our vendor and internal teams• Managed mobile devices through MDM portal• Procurement of mobile devices through Verizon Enterprise Portal

New York, New York

• Handled and resolve end user issues via telephone, incoming tickets and provided onsite support within SLAs• Provided support for end users in Windows XP, Windows 7 and Windows 10 domain environments• Communicated with team and management to facilitate correct answers to support questions • Troubleshooted software, operating system, local area network, and hardware-related issues• Participated in departmental and client meetings• Assisted with departmental documentation (internal or external)• Utilized overall job knowledge to make suggestions to improve the MacOS support and services• Installed software manually and via SMS and SCCM• Supported VPN connectivity and utilize remote tools (TeamViewer. Bomgar, MS Remote Control) to facilitate efficient resolution of issues • Modified group policy, SMTP, and login scripts • Documented all issues in tickets and updated knowledge base articles for other engineers

Bridgewater, New Jersey

• Created and maintained users and groups in Active Directory• Configured Digital and IP Phones through Avaya Manager• Provided support for desktop operating systems, hardware and peripherals• Supported Poloycom and Cisco video conferencing equipment• Cisco ACS administration for Wireless Client access• Level 1 and Level 2 resolution in ServiceNow• Configured email for IOS and Android based devices• Recorded and updated all IT assets

Clients: Horizon Blue Cross Blue Shield

• Managed a team that was responsible for direct support of 7000 migrated users.• Logged and communicate migrated user issues and provided daily status reports to Program Manager• Preformed Knowledge transfer to onsite support staff• Provided feedback and information for FAQ and “How To” documentation for end users• Tested coexistence functions between Outlook and Lotus Notes• Confirm that Outlook and Lync clients had been installed for end users• Communicated with Exchange Architects to resolve any user issues• Verified mail, calendar and contacts had been migrated from Domino Server to Exchange• Manually configured Outlook profiles in case of auto discovery failure• Diagnosed and resolved Outlook and Lync certificate issues within MacOS

Clients: Jp Morgan Chase, Alliance Berstein, Prudential, Bbdo

• Setup new machines, including iMacs, MacBooks, Dell and Lenovo laptops• Supported mobile devices (iPhones, iPad, Android and BlackBerry)• Imaged desktops and laptops using SCCM• Monitored ticket queues in Remedy• Added users and machines to domain application groups via Active Directory• Activated and configure blackberry handsets on enterprise server• Provided Lotus Notes Support and Outlook Exchange support• Requested and replaced parts for Dell desktops via DOSD site documentation• Performed diagnostics on defective hardware