Robert Slade Email & Phone Number

Secaucus, Nj, Us

Atlanta, Georgia, Us

Providing Level II support analyzing and repairing end user hardware and software computing problems in person, via phone and utilizing Beyond Trust remote jump client. Assist with the administration of computer security policies and vulnerability checks using established policies and procedures. Provide and coordinate warranty and non-warranty technical assistance for hardware (RMA) and software for 3rd party vendor support and follow-up. Assist with the implementation of tactical projects and software releases using predefined project guidelines. Responsible for identifying, imaging and configuring replacement equipment (SCCM/MECM) for non-compliant laptops and desktops on the domain in preparation for corporate move to Windows 11 (with a scope of more than 12,000 non-compliant endpoints).

Richmond, Virginia, Us

Primary HelpDesk contact for a wide range of issues including application support, loss of connectivity on OMGs and internal network, iPhone and Android configuration. Troubleshooting technical problems and providing answers to queries by telephone and remote administration. Utilize LogMeIn and VNC for remote access. Maintained all Dell Printers, Desktop and Laptop PCs, IP phones, HP Toughbooks OMGs and associated equipment. Performed daily preventive maintenance of all ambulance hardware (2 Toughbooks and the OMG). Handling problem tickets and How-To questions on Outlook, Office 2013 Professional, and various COTS applications.

Troubleshooting technical problems and providing answers to queries by telephone and remote administration, resolving connectivity problems involving domain access and VPN for remote doctors, nurses and medical facilities. MS Communicator and Remote Desktop are used for remote access nationally/internationally. Supported CSRs, Agents and Off Premise Workers (approximately 60,000 customers) in their use of MS applications, Verint, ccPulse, GAD, HRS, Citrix, COTS applications and printing. Supported Active Directory and Blackberry devices.

Provide Command Center level support for a wide range of bank technological outages and issues in support of multiple lines of business. Triage issue and provide preliminary assessment of severity and impact performing FCR Services (First Call Resolution) utilizing Runbooks and Knowledge Base. Drive bridgeline conferences for problem resolution to completion, assembling Domain, LOB, Technical, Infrastructure and Vendor support as needed. Utilize Maximo ticketing system for Incident/Problem Management and distribution of work based on SLA and ticketing protocols. Troubleshooting connectivity, application and service problems and issues.

Assisted with domain migration moving users from Wachovia to Wells Fargo domain. Migrated users utilizing VB scripts and batch files. Attended bridge conferences for problem resolution during and following migration. Fielded problem tickets using Remedy ticketing system changing logon scripts, drive mappings and other desktop migration related issues.

Troubleshooting technical problems and providing answers to queries by telephone and remote administration, resolving connectivity problems involving domain access and VPN for remote doctors, nurses and medical facilities. Dameware, MS Communicator and Remote Desktop are used for remote access nationally/internationally. Supported Off Premise Workers (approximately 60,000 customers) in their use of Citrix for applications and printing. Unix server also managed via various desktop tools. Supported Active Directory and Blackberry devices.

Resolved connectivity problems involving domain access and VPN for remote users. Troubleshooting technical problems and providing answers to queries by telephone and remote administration in support of 80,000 users. Responsible for heavy 1st level support of Windows 2000/XP, MSOffice 2003, Outlook and Lotus Notes database access and configuration. Dameware, MS Communicator and Remote Desktop are used for remote access nationally/internationally. Supporting over 62 mainframe systems providing system violation, password reset and client session and role additions. Reflections, Rumba, Attachmate and Client access are the main emulators utilized. Unix server security also managed via various desktop tools.

Responsible for desktop support of windows 2000 and XP, Office 2K/03/07, and Lotus Notes resolving technical problems and providing answers to queries by telephone and remote administration in support of 230 local and over 1000 remote users internationally (used Proxy, Dameware, VNC and Altiris for remote access on remote systems). Diagnose, identify, isolate and analyze computer hardware, software and connectivity issues, including VPN and authentication. Documented procedures in Remedy for Knowledge Base development, ITIL procedure and administrative tasks. Trained new technicians and serve as their mentor. Provide limited HP and Sun server and Cisco Networking. Supported SAP, Active Directory, LDAP JDEdwards Mainframe and Blackberry. Used Ghost and Rapid Deploy for imaging before COTS installs. Supported Odyssey Wireless Project installing Cisco 4400 Wireless infrastructure throughout the Manufacturing campus.

Provide front line support for a wide range of issues including emergency support, loss of connectivity and security issues in an IP environment utilizing HP OpenView. Generate hourly statistical reports utilizing Crystal Reports. Query UNIX/Linux servers utilizing PuTTy to access servers and run batch scripts to capture data for Excel reporting. Provide inter-company and intra-company escalation. Escalated internally to upper tiers for outages that negatively affect customers. Also dealt directly with Vendor/Customer's NOC when additional information is required or customer will be affected. Use Remedy for service request, incident, problem, change, and service level management.

Outsourced to CSC (ITIL Certified Enterprise) in December 2001. CSC introduced CA-USD for asset control and ITIL operating procedure to the business. SAP order entry and retrieval. Administer and troubleshoot the NT/2000/XP/Novell network environment (TCP/IP WINS, DNS, etc.). Supported Lotus Notes 5 as email client. Assisted in the transition of the company from a mixed infrastructure to an IP only environment, removing Novell and MAC. Tracked hardware and software assets utilizing ZenWorks from delivery to disposal including . Troubleshoot VPN and Citrix connectivity issues. Supply Tier III Problem Resolution and ICMS services for the development, test and production environments. Assist in documenting procedures for systems administration tasks; test and debug shell scripts used to automate daily administration tasks as well as software installs. Install and configure hardware and software on workstations, desktops, and laptops for production and developers domains. Utilized Ghost for imaging.

Zurich, Zh, Ch

Høvik, Oslo, No