Robert Grounds Email & Phone Number

Villa Park, Illinois, United States

Lincolnshire, Illinois, Us

• Perform software system/platform implementations and base configurations• Implement software systems/platforms including integrations with existing cloud and on-premises infrastructure• Deploy software systems/platforms to technology assets including end user devices• Monitor and maintain software systems and platforms• Monitor software systems/platforms for performance, availability, and security metrics• Actively manage software systems/platforms to maintain alignment with identified service goals• Provide 1st and 2nd level tech support for company software systems/platforms including end user support and assisting end users with accessing vendor support resources where appropriate• Monitor and maintain network and infrastructure resources including corporate LAN/WAN, Microsoft Active Directory and Azure public cloud • Track and manage technology assets including server, network and end user devices• Perform end user asset provisioning and deprovisioning as needed• Monitor and manage software licenses to ensure compliance with licensing agreements• Track software usage and assist in license procurement as needed• Identify, implement and maintain security controls to protect company systems and data• Identify, implement and maintain data protection measures including backup, archiving and disaster recovery• Perform security audits and risk assessments to identify vulnerabilities and security risks• Enforce security policies and ensure alignment with the company governance, regulatory and compliance obligations• Identify persistent technology challenges and recommend action plans to mitigate the root causes• Create and maintain comprehensive documentation for system configurations and procedures • Perform additional technology tasks as needed

Bridgewater, New Jersey, Us

• Responsible for systems administration, maintenance, back up, restoration, and performance optimization• Create network roles and rights for onboarding users per guidelines, policies, and procedures• Manage business continuity and recovery of company’s information systems, including needs analysis, design, plan development, implementation, and documentation• Planning and executing the selection, installation, configuration, and testing of equipment• Emphasis is on full-cycle development, configuration, quality reviews, including system integration and user acceptance• Manage Wireless account for organization• Provide documentation for end-users for new implementations• Utilize Zendesk for ticketing system while holding daily meetings to ensure ticket upkeep• Administer Office 365 suite for organization including SharePoint• Maintain Vendor relationships• Research and implement new technologies when needed• Refurbish old hardware to save money from having to buy new systems• Manage security policies for Antivirus• Utilize software for inventory tracking purposes• Perform data migration utilizing FTP and OneDrive• Travel across country to provide onsite assistance when needed

Armonk, New York, Ny, Us

• Answer incoming calls for L1 service desk• Invited to cover high priority divisions after 3 months of starting• Assist with troubleshooting software/hardware/drivers for users• Manage accounts in Active Directory, Multifactor Authentication, and Mobile Device Management• Utilize Remote Desktop Services when needed as well as managing vDaaS via Citrix Director and vSphere• Aid with troubleshooting VPN clients, Cisco, and home networking• Use Service Now to create, escalate, and resolve tickets• Run reports with Splunk for determining frequent lockouts on accounts• Configure VOIP, Browsers, Reflections Desktop, Java, MS Office Suite, and SQL clients for users• Educate users and teammates with tips/tricks to improve performance• Started taking only VIP calls while working tickets that were misrouted or sent back to L1• Averaged 4.94 out of 5 stars CSAT score as well as an average 84% first contact resolution

Austin, Tx, Us

• Represented Opcity in a professional manner via phone, email, and text messages• Determined the needs of the client through active listening and probing questions• Received over 6 perfect quality of the month certificates• Assisted with engineering script for better flow with clients• Facilitated over 30 million dollars in real estate transactions• Assisted co-workers with troubleshooting desktops/peripherals

Randolph Afb, Tx, Us

Responsible for the condition of the F-16, and for the safety of the Pilot.See that assigned F-16 is operationally ready by performing scheduled inspections, functional checks and preventive maintenance both before and after flights, and ensuring that the aircraft has been properly serviced with fuel, hydraulic fluid and liquid oxygen. Performs general maintenance and repairs for all parts of the aircraft, calling for the necessary specialists if and when a malfunction is detected.