Robert Tyson Email & Phone Number

Plano, Texas, United States

Utilize ServiceNow ticketing system to manage full workload of technical service requests with complete responsibility for customer satisfaction. Perform work remotely with clients. Create an environment for team participation in documentation.• Completed L1 technical issues on over 1000 Horizon VMWare VDI desktop assignments completing all tickets 99.8% within SLA.• Granted access to requested VDI Pools or Dedicated VDI assignments• Administered client software installation, configuration, connection, and technical issues per client requests including follow ups to ensure 100% client satisfaction.• Developed documents in OneNote to create and maintain shared technical and on boarding documentation for new hires and team, including information procedures, ticket redirects, and technical resolutions.• Conducted remote work with Skype for business, Microsoft Teams, and WebEx.

Excelled in all aspects of desktop engineering, hardware, software, imaging, asset tracking and setup for 2200 onsite and remote employees. Developed remote service skills using Dameware, SCCM Remote, RDP, Skype, WebEx, PXE pre-boot. Resolved all tickets assigned via Service Now ticket system (SNOW) averaging 7 tickets per day.• Structured OneNote to build and maintain shared technical and on boarding documentation for new hires and team, including information procedures, redirects, technical resolutions, and asset management.• Executed data recovery on drives encrypted with Symantec Endpoint Encryption (SEE) and Microsoft BitLocker.• Directed vendors on hardware replacement as mandated by warranty contract.• Delivered on-site maintenance and repair, system reconfiguration, system installation, discontinuance, relocation, upgrade modification, and asset management. • Publishing member of knowledge base team writing and approving technical knowledge base articles.

Dallas/Fort Worth Area

IQBar Site Focal Lead / Project Specialist Managed, trained, and mentored 10 + technicians. Standardized training documentation, procedures, and policies within walk-up support environment. Communicated with IBM management to inform status of work, potential or existing problems, and report root cause analysis on issues found.• Project Lead for Texas - Oversaw all Texas conference calls to review status and next steps for existing and upcoming projects. Led projects and technicians on location of 200+ pc with lease rolls from retiring hardware to new leased hardware.• Operated technical services at AT&T headquarters, with 5,000+ clients fulfilling a 98% approval rating.• Conducted advanced on-site maintenance and repair, system reconfiguration, system installation, discontinuance, relocation, upgrade, and modification.• Accomplished complex problem determination and repair activities for laptops, desktops, phones, and tablets. Installation, configuration, and support of several retail and internal businesses applications.• Collaborated directly with 3 different hardware vendors (HP, Dell, and Toshiba) for hardware repairs.

Continuing Education Classes

Introduction to SQL Intermediate SQL

Computer Information Systems

Computer Information Systems

Adult And Continuing Education And Teaching

Networking Essentials Windows 2000 Windows 2000 Server

Continuing Education Classes

Windows NT Server 4.0 Windows NT Workstation 4.0