Rob Bursk Email & Phone Number

Alexandria, Virginia

As the IT manager, I'm currently leading a team of talented individuals both on-site and remotely, providing top-tier customer support. We've transitioned from a simple Trello board of requests to Zendesk, and now Atlassian's Jira Service Management, elevating our ticket tracking, collaboration (internally and externally), and providing amazing reporting that allows us to track individual performance, trends in demand for our team, and identifying emerging issues. Daily work:• Leading our Tech Support team in a hybrid setup, in multiple locations• Streamlining IT workflows based on trending issues, constantly reevaluating how we support our fellow Fools• Adding transparency to processes through documentation, KBase articles, automated responses, and ad-hoc meetings• Collaborating with other departments to identify blockers or roll out trainings to ease the transition to new systems• Purchasing and managing our employee hardware + essential software, ensuring we have an effective balance of budgets, daily needs, and life-cycles that maximize our spend• Keeping up with current tech to provide the best solutions available, ensuring the team has the opportunity to learn along the way• Identifying trends and implementing proactive procedures to reduce blockers and encourage self-service or automated responses as much as possible• Maintaining the highest level of customer satisfaction through white-gloved approaches and implementing changes (both internally and cross-team) based on internal customer feedback

Alexandria, Va

• Led administration of global Mac fleet using JAMF Pro• Collaborated with all departments to identify and remove blockers for current and future workflows• Maintained and deployed macOS servers/VM’s• Built and maintained packages via Casper Suite for macOS• Provided escalation for desktop support (macOS/Win10)• Supported cloud-based eco-systems • Identified, documented and resolved emerging issues • Tested beta software to identify potential changes to current systems and workflows• Expanded security measures for users and systems• Led desktop support initiatives and Helpdesk Temp, eventually created the basis of our new streamlined ticket tracking and support systems

Fredericksburg, Virginia

Vienna, Va

• Took ownership of tasks and drove swift resolutions• Partnered with management and other teams to support company wide projects• Technical support, training and guidance to staff in both local and remote locations• Deployed installs of operating systems and software applications• Transferred data and rebuilt staff systems (cross-platform)• Resolved wired & wireless networking issues for user’s systems, including facility wide hardware and IP phone systems• Managed and maintained inventory of company assets, systems and peripherals• Identified, documented, escalated and resolved emerging issues • Supported world-wide on-call team with a focus on immediate responses and solutions• Maintained telepresence and conference rooms • Tested pre-release software and operating system upgrades, providing feedback to Engineering team members (black box QA/UAT)• Supported cloud-based eco-systems for all users and teams• Mentored IT Support Team regarding technical and training opportunities

• Managed all Apple based products and systems• Led IT Helpdesk team, spearheading future initiatives to improve customer satisfaction• Ran MDM project for Macs and iOS devices• Maintained Mac and PC security servers, software and licensing agreements• Managed landline phone systems for multiple locations across the US• Coordinated and leads design of graphics for corporate identity• Collaborated with System Administrator team to review and resolve issues• Tested beta software to identify potential changes to current systems and workflows• Apple Certified Associate 10.11 (Mac integration in mixed environment)• TS/SCI ClearancePREVIOUS POSITIONS:JR. SYS ADMIN / HELPDESK TECHNICIAN (2014-2015)• Led integration of Apple products in a predominantly Windows based environment, including OS X Server setup and device setup/profile management• Managed inventory for computers, phones, pagers, peripherals, and software licenses• Assembled, installed, configured, and tested computer equipment• Ran ticketing system to track and resolve issues• Supported on site meetings in telepresence conference rooms• Provided offsite support via phone and remote desktop• Administered domain accounts with Windows Server• Designed graphics for corporate materials and proposals

Reston, Va

PREVIOUS POSITIONS:QUALITY ASSURANCE & USER ACCEPTANCE TESTING (2014)• Worked as a part of an Agile programming team to create strategic test writing and execution; identifies bugs and files enhancement requests for future releases• Executed ad-hoc and regression testing coupled with developer feedback• Developed new test planning templates and helped standardize project naming conventions to streamline future project development and testing• Reviewed and wrote scripts with automation engineerTRAINER (2010-11, 2014)• Created a welcoming environment for customers with a wide range of skill levels to encourage personal discovery and development• Facilitated several different types of training for OS X, iOS, and professional applications• Lead internal training for new hires and employees transitioning into new roles• Ensured high customer service scores through best practices and a commitment to providingcross-team feedback• Collaborated with management on scheduling and future planning to maximize team utilizationGENIUS / Macintosh Technician (2011-2013)• Provided face-to-face technical support for all Apple hardware and software, with a focus on efficiency in both session length and issue resolution• Recorded meticulous documentation on issue systems and possible causes; constantly drew onencyclopedic personal knowledge and experience with hardware and software• Trained new team members and assisted management to identify growth opportunitiesFAMILY ROOM SPECIALIST / Mobile Device Technician & Trainer (2010)• Identified and resolved hardware and software issues on iOS devices• Migrated data on from customer-owned equipment (Windows, OS X) to new OS X machines• Conducted one-on-one customer training and product showcase workshopsSPECIALIST / Sales & Business Team Support (2010)Demonstrated hardware, software and services, with focus on identifying customers’ needs and using personal knowledge and resources to present a customized solution.

Creating corporate identities Design for printDigital photography & photo manipulation

Fort Lauderdale, Fl

• Managed design team tasks and provided guidance for Graphic Designers• Designed print-ready graphics for clients, including corporate identities• Maintained customers products for e-commerce websites and data through FTP accounts• Led customized presentations for clients regarding printing and promotional products• Employee of the month for 3 consecutive months