Robert Pless Email & Phone Number

Atlanta, GA, US

Atlanta, Georgia, US

• Managed Incident and Problem Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions.
• Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.
• Coordinate and document problem investigations contained as part of the Problem Management process.
• Facilitation of technical and non-technical resource discussions to appropriately determine, document and categorize root cause conditions and identify the correct actions to address deficiencies in technology design.
• Good working knowledge of ITIL Service Management framework.

• Escalate problem tickets as needed and collaborate with teammates to resolve technical internal and external issues in our.NET applications.
• Undertake UAT process, including writing test plans, functionality testing and regression testing.
• Resolve Customer Support Incidents based on.NET development technologies and associated environments.
• Support systems integration testing, component integration testing and user acceptance testing.
• Coordinate with Delivery Teams to ensure all steps in new releases of CMR deliverables are completed, tracking and archiving of customer deployments.
• Develop, modify and improve client infrastructure solutions

• Provide professional and timely support for a wide range of IT equipment and software.
• Install, support and maintain PC hardware and applications in a Windows 7 Active Directory environment.
• Assist with IT Asset Management lifecycle.
• Provide assistance with installation, configuration and ongoing usability of computers, peripheral equipment and software.
• Monitor incidents and work order request using REMEDY web client application.
• Manage user accounts in Active Directory.

• Monitor alerting systems and servers at production, certification, beta and alpha levels
• Analyze specifications for applications for compatibility with other systems
• Install, maintain, and configure various operating systems, servers, and software.
• Development tools to manage systems and make all services available to users
• Approve and execute Change Control requests for hardware, OS and applications
• Evaluate system specifications and installation parameters

Charlotte, NC, US

• Responsible for monitoring the accuracy of data input into systems of record, information gathering, report generation and troubleshooting.
• Maintaining high standards on internal operational and financial controls to ensure risk mitigation protecting the client and the Bank.
• Utilize specified/available methods of communication to report findings on a daily basis.
• Partner with liaison, production support, mail services, KCOE, or lockbox production to promptly resolve issues/errors
• Manage a team of 6 associates to meet critical deadlines and email reports
• Create and update Microsoft Word documents and Excel spreadsheets

• Troubleshoot classroom desktops and laptops.
• Install computer operating systems & update inventory database
• Utilize Active Directory for software installation
• Install and troubleshoot classroom printers
• Troubleshoot classroom network ports for connectivity
• Clean viruses, malware, and spyware from infected computers

Atlanta, Georgia, US

• Create complex Excel spread sheets that automatically calculate the monthly data center power and individual department usage.
• Update Microsoft Outlook daily calendar for data center access request and update inventory documents and reports
• Escalate problem tickets as needed and collaborate with teammates to resolve technical issues using HP Service Manager software
• Create Microsoft Excel log reports and statistics for the Information Security Department
• Add, delete and update Key Scan application database for employee key card access

Bachlor Of Science, Information Technology

Associate Of Arts And Sciences (Aas), Information Technology