Robert Sim Email & Phone Number

Houston, TX

Managing cloud services for networking, endpoint protection, and mail flow for companies nationwide.

Houston, TX

• Coordinator in scheduling, preparing, and migrating user accounts and hardware into one domain
• Managed the manual termination process and helps the integration team develop, troubleshoot, and test automated off-boarding process in the O365 environment
• Exchange Administrator in the O365 environment
• Root Cause Analysis escalation for Service Desk team
• Team leadership by identifying and championing streamline of workflows
• Providing training, documentation, and process improvement to co-workers

Houston, TX

• On-site staff augmentation for Managed Citrix XenApp and Desktop infrastructure, network, Veeam backup and restore VMware environment
• Performed updates to production environment through change request policy
• Documented and refined server reboot procedure for entire server VM production environment

Sugar Land, TX

• Hardware Integrator role:
• Setup and installed numerous SCADA/EMS projects worldwide
• Configure Network Security for EMS system to conform to NERC/CIP standards
• Configuration of Network Time Protocol using Meinberg satellite clocks
• Configuration and maintenance of Windows Active Directory, Group Policy and Distributed File System
• Configuration and maintenance of Symantec Endpoint Antivirus for both Windows and Linux

Sugar Land, TX

• At times, solely responsible for over 200 local and 20 remote users. Multiple roles from help desk, desk side, server support, and VM support of ESX Cluster
• Supporting over 300 VMs on ESX cluster, managing available space, creating VMs, configuration and connectivity of VMs
• Creating new processes while transitioning from IBM support to in-house support including purchasing, file permissions, application support
• Created documentation for the help desk team and users to follow for consistent execution of repeated requests
• Training of Help Desk technicians, leading weekly technical and daily help desk meetings
• Correcting inefficiencies within current processes to save money for the company

• Multiple roles from on-site technician as well as primary response for all incoming phone and email requests from any one of 75+ client companies
• Performed server maintenance for multiple companies
• Created knowledge base articles to streamline common client-related issues
• Resolved application issues for client companies
• Resolved Internet, Intranet, VPN, and WLAN connectivity issues
• Created documentation to empower users to resolve common issues

• Performed help desk and desktop support role saving the salary cost of full-time help desk
• Trained part-time and temporary IT staff in IT policies
• Received 2008 Rookie of the Year Award
• Created documentation to increase company users’ efficiency
• Created and updated Symantec Ghost images
• Monitored and maintained Windows 2000/2003, web, and virtual servers

Natick, MA

• Documented changes, verified permissions, managed passwords and accounts in Active Directory
• Trained new help desk coordinators
• Resolved over 300 tickets monthly involved with inquiries, network connectivity, laptops, desktops, peripherals, software, and network applications and home wireless networks and escalated critical issues

Windsor, CT

• Repaired and maintained facility resources to include imaging computers, laptops, printers
• Provided classroom networks varying from basic Microsoft programs to extensive technical systems such as Cisco, PeopleSoft, Microsoft Servers, Novell, and Citrix Metaframe on a daily basis
• Created, updated, and imaged appropriate image and programs for each class
• Used specialized hardware and software configurations to set up classes on client sites in conjunction with their IT Department

Windsor, Locks, CT

• Operated and maintained six 2500-gallon tankers to refuel rotary-wing aircraft and ground vehicles
• Trained to proficiently refuel aircraft hot and cold during day and night
• Responsible for the maintenance, inspection, and accountability of over one million dollars of equipment.
• Maintained fuel supply, both in terms of quality control and quantity
• Distinguished Honor Graduate (1st in class)
• Global War on Terrorism Expeditionary Medal

Afghanistan

• Managed a Forward Area Refueling Point (isolated “firebase”) for Military Aircraft
• Sustained 24-hour operations & security for forward position, marshalling of troops
• Coordinated the movement of dozens of aircraft during day and night

Enfield, CT

• Resolved issues with broken, lost, or missing parts from Lego sets, escalating safety issues, and answering all inquiries
• Streamlined customers’ comments, requests or complaints were documented and resolved promptly
• Operated ticketing software that documented questions, comments, identified safety hazards, replaced missing or broken LEGO parts from sets, sent brochures
• Maintained composure and a high-level of service while addressing concerns of upset customers