Robert Rousselle Email & Phone Number

-Resolved customer issues by troubleshooting hardware, software, and network-related problems.-Assisted with installation of new hardware and software systems.-Configured computers, laptops, printers, and other peripherals for users.-Documented all helpdesk interactions in a ticketing system.-Monitored server performance and ensured efficient operations.-Tested network connections for proper functionality and speed optimization.-Provided guidance to junior technicians regarding best practices in IT support.-Implemented backup procedures for critical business data.-Configured and maintained network devices, including routers, switches, and firewalls.-Participated in after-hours on-call rotation to provide 24/7 support for critical issues.-Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

· Completed daily/weekly/monthly tasks created by mainframe jobs and at the request of application analysts using multiple FTP services and AutoSys tasks· Encrypted and decrypted files on a daily/weekly/monthly basis for specific jobs· Managed and tracked the completion of server backups daily as well as their monthly counterparts· Restored files and folders from previous backups that had been deleted or corrupted upon user request· Coordinated with system and database administrators to troubleshoot resolutions for failed backups and failed daily/weekly/monthly tasks· Coordinated with various vendors to troubleshoot server problems and schedule maintenance when required· Under supervision of the 1st shift supervisor, installed servers in server racks and UPS battery units in various locations in the Rhode Island Hospital building upon special request

· Co-managed operation for Pennsylvania Virtual Charter School (PAVCS)· Responsible for reimaging, registering, and shipping laptops, printers, and other accessories to students· Received student returns and managed student orders using AuditBench· Incorporated a Quality Assurance Log to ensure quality of all PAVCS deliverables· Maintained inventory and locations of all PAVCS equipment using Edit Grid, Google Docs, and Excel Spreadsheets· Shipped equipment and maintained tracking of packages using UPS WorldShip and the UPS website· Communicated and provided timely response to PAVCS requests, needs, and any problems with the Project Coordinator

· Contracted job from TEKSystems to UMASS Memorial Hospitals in Worcester· Primary responsibility entailed rolling out 2,000+ thin clients (wired and wireless) in a hospital environment, as well as re-imaging machines to upgrade to new programs· Trained to troubleshoot virtual desktop complications such as printing issues and user settings· Hospital environment required great communication and customer service skills to converse with non-technical clientele· Team environment promoted employees to work together to accomplish this task