Robert Washburn Email & Phone Number

Naugatuck, Ct

Middlebury, Ct

-Contract through TEK Systems; deliver Level 1 technical support by creating tickets from inbound phone calls and emails sent to the Service Desk internal mailbox, escalating to higher level support when required. Systems supported include Windows XP/7, iOS devices (iPhones/iPads), Microsoft Office 2003/2007 suites, SAP, remote access (Citrix /Cisco VPN).-Primary team member on project to perform software upgrade for Chemtura’s Bomgar remote control appliance; also responsible for general… Show more -Contract through TEK Systems; deliver Level 1 technical support by creating tickets from inbound phone calls and emails sent to the Service Desk internal mailbox, escalating to higher level support when required. Systems supported include Windows XP/7, iOS devices (iPhones/iPads), Microsoft Office 2003/2007 suites, SAP, remote access (Citrix /Cisco VPN).-Primary team member on project to perform software upgrade for Chemtura’s Bomgar remote control appliance; also responsible for general administration for the Bomgar appliance as well as creating /updating related support documentation.-Liaison for the Service Desk at weekly Change Control Management meetings.-Responsible for drafting and sending global support notification emails regarding planned/unplanned outages, software installations, and other IT-related notifications to multiple Chemtura sites as needed. Show less

-Contract through American IT Associates; delivered Level 1 technical support to internal employees by creating trouble tickets from emails sent to the Service Desk internal mailbox and escalating to the appropriate support teams. Systems supported include Windows XP, Microsoft Office 2003/2007 suites, AS400, and remote access (Citrix/iPass VPN).

Hartford, Connecticut Area

-Twelve-month contract through American IT Associates; delivered Level 1 technical support to internal employees and offshore contractors across multiple lines of business. Systems supported include Windows XP, Microsoft Office 2003/2007 suites, Lotus Notes 6, AS400, and remote access (Citrix /Cisco VPN).

-Temporary consultant through The McIntyre Group and PCS; participated in project to image and configure 450+ HP tablet PCs for Purdue's sales representatives.-Installed Windows 7 Enterprise via SCCM/AD implementation.-Subsequently conducted quality control to confirm applications and settings were installed and configured correctly, and that user data synchronized properly with the PC.

-Provided Level 2 deskop technical support for users; performed software/hardware troubleshooting, resolution and installation in a Windows XP environment.-Team member responsible for PC refresh project to replace workstations coming off warranty, and to maintain accurate hardware inventory. -Utilized Microsoft SMS software deployment and Active Directory to add workstations into domain environment, as well as administer user/computer group permissions.

-Delivered Level 1 technical support for approximately 9,000 employees (both internal and external government associates/vendor employees). Systems supported included Lotus Notes 6, Citrix Presentation Server 4.0, Reflections, Microsoft Office 97-2003 suites.-Key team member in development and revision of internal Help Desk knowledgebase policies & procedures for problem management.-Collaborated with desktop support to install/replace obsolete desktop PCs as part of corporate hardware… Show more -Delivered Level 1 technical support for approximately 9,000 employees (both internal and external government associates/vendor employees). Systems supported included Lotus Notes 6, Citrix Presentation Server 4.0, Reflections, Microsoft Office 97-2003 suites.-Key team member in development and revision of internal Help Desk knowledgebase policies & procedures for problem management.-Collaborated with desktop support to install/replace obsolete desktop PCs as part of corporate hardware refresh/upgrade project.-Participated in applications testing of Windows XP prior to corporate rollout to upgrade from Windows 2000. Show less

Diploma, Analog Electronics/Pc Networking

Diploma