Robert Hartley Email & Phone Number

Grand Rapids, Michigan, United States

• Covered projects and escalation support for disaster recovery and backup services at a multi-tenant, industry-spanning MSP serving over 300 clients• Resolved critical cybersecurity and infrastructure incidents for multiple clients, preventing millions of dollars in potential downtime costs• Led 3–4 disaster recovery tests per month with clients to evaluate potential risks and advise on service improvements, ensuring emergency preparedness in both isolated and live scenarios• Mentored a team of 5–10 service engineers in data protection tasks, enhancing client outcomes and driving service improvement across departments• Collaborated with the Cloud Engineering team and vendors in maintaining and troubleshooting disaster recovery, cloud, and virtualization infrastructure in over 8 datacenters with an emphasis on VMware (vSphere, vCloud)• Functioned as project owner of a custom SolarWinds Orion deployment for a large healthcare client, monitoring over 4,000 servers and leading weekly meetings with the client to identify service needs and goals• Provided secondary support for upgrades and maintenance of the Epic healthcare platform, serving as an Operational Database Administrator and Cogito Systems Administrator• Conducted onboarding and migration of client services, providing post-migration support through daily meetings and service reports to ensure optimal functionality and client satisfaction

Greater Grand Rapids, Michigan Area

• Operated as the primary technical support resource for the global business center of a multinational Fortune 500 client, independently addressing the needs of over 300 users, including infrastructure and deskside services• Acted as the technical point of contact for VIPs to help meet business-critical objectives• Supervised the usage of video conferencing equipment in 25 rooms to ensure successful business communication• Assisted users with the transition to WFH and subsequent site migration due to 50% office space reduction during the COVID-19 pandemic

Grandville, Michigan, United States

• Promoted to the Managed Services team, delivering state-wide dispatch support for client IT infrastructure• Created and deployed custom images for client device refreshes, saving clients thousands of dollars in setup costs• Acted as a key liaison for the Sales team, consulting with clients to identify improvement opportunities and recommending new products to increase sales revenue by thousands of dollars• Carried out MDF/IDF relocation and re-racking during client site migrations

Grandville, Michigan, United States

• Provided remote support for over 300 regional clients, balancing and resolving up to 30 support calls daily covering infrastructure, security, and end-user services• Coordinated between client VIPs and internal CIOs to optimize and improve service delivery• Documented client solutions and key information, reducing average support call times by several minutes

Grand Rapids, Michigan, United States

• Advanced to a role maintaining the college network infrastructure in collaboration with systems administrators• Troubleshot network connectivity issues to keep students and staff connected to academic resources• Investigated network security incidents to safeguard the integrity of the college network

Grand Rapids, Michigan, United States

• Recruited by the IT director to manage and train a team of 10-15 student employees for IT and help desk services• Developed instructional materials for new campus technology and hosted training sessions for staff and faculty, reducing the average number of daily support calls and increasing student support availability• Interviewed prospective hires to strengthen the team with top talent• Completed projects to enable remote course attendance and digitalize course evaluations, earning the college thousands of dollars per semester in tuition revenue and reduced labor costs

Grand Rapids, Michigan, United States

• Interviewed touring bands by phone and in person• Wrote articles from interview material for web and print publication• Distributed printed magazine copies to local businesses

Grand Rapids, Michigan, United States

• Dispatch support, maintenance, and integration of multifunction print and copy equipment for clients across the West Michigan region• Provided end-user training on new equipment to reduce support calls• Advised clients on upgrades to increase efficiency and cost savings

Grand Rapids, Michigan, United States

• Offered deskside and remote support of college and BYOD technology for over 1,500 users• Performed campus-wide imaging projects annually to keep 300–500 college PCs and laptops consistently updated• Maintained, inventoried, and allocated college technology to staff and faculty