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• Created a process to minimize the impact of email phishing campaigns• Investigation and assistance in saving the client over $300,000 in licensing costs

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• Primary Hardware Integrator for international client based in South America • Mentored an intern while doing rotation in the Hardware Integrator role.• Configuring systems for utility companies with latest HPE hardware• Trouble-shooting the issues created by the new versions of software in relation to project requirements• Configuring security for networks through firewall implementation• Installing drivers and firmware for multiple hardware devices• Audited Microsoft patches to be implemented for systems through WSUSProject Engineer role:• Purchased third party software for EMS/OMS/DMS/SCADA projects through SAP• Created network diagrams for projects• Audited projects in through history in SAP and found discrepancies to ensure support is current• Created documentation to streamline processes related to purchasing and shipping of equipment internationally• Supported purchasing for DMS EMS SCADA systems• Completed over 2.5 million USD worth of purchase orders for over 30 international projects related to software, hardware, and service vendors

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• Served as escalation for VIP and time sensitive requests• Resolved Internet, Intranet, VPN, and WLAN and project network connectivity issues• Created documentation to empower users to resolve common issues• Performed moves, adds, changes, and terminations in Active Directory• Provided triage and coordination of remote resources to resolve critical outages on site

• 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 moves, adds, changes, and terminations in Active Directory

• 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• Global War on Terrorism Service Medal• Army Reserve Components Achievement Medal• Certificate of Achievement (US Army Quartermaster School, Dept of the Army, Service in Afghanistan)• Aviation Unit of the Year 2003 (Army Aviation Association of America, Army National Guard, Service in Afghanistan)

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