Robert Parker Ii Email & Phone Number

Los Angeles, California

Manage the daily operation of IT Support Services, which includes the IT Technical Support Team (Call Center, On-Site and Remote Support), A/V Conference Room upgrades and support, IT Training and User Experience Management across the organization.Responsible for ensuring that training, hardware and software support is provided to users. Including, but not limited to the Document Management System, Microsoft Office Suite, specialty business applications, desktop and laptop computers, mobile devices, VOIP phones, internet hotspots, printer management, and other IT related equipment.Manage IT vendors, license renewals, invoice payments and budget.Assistance managing conference room upgrades and new office setups and moves.Assisted managing migration from Windows 7/Office 2010 to Windows 10/Office 2016.Assistance managing migration, training and support for document management system (iManage FileSite/DeskSite 9.x to iManage Work 10).Assistance with the managing, testing, training and support of Microsoft O365 and SharePoint Online migrations.Various other projects completed and issues addressed to improve productivity and overall user experience throughout the firm.

Irvine, California, United States

Support for 280+ employees remote and onsite.Assisted with complete firm Infrastructure upgrade in the Irvine office.Assisted in creating Desktop images for newly deployed desktops/laptops.Migration from Windows XP/Office 2007 to Windows 7/Office 2010.Worked with multiple vendors: Lenovo, Tangoe, Verizon Wireless, AT&T, Canon, Citrix, Cisco, Litera, Microsoft, Soundpath, Pinnacle Communication Services, Conferencing Advisors, Data Projections, ConvergeOne, AVI-SPL, Zoom, BlueJeans, FlexPrint, nQueue, Levit & James, Taber Company, Renkow Mechanical & Living Green Recycling.Workstation setups & training for new employees.IT representative for yearly firm retreat.Multiple projects & deployments of new software.

Irvine, California, United States

Developed, maintained and reviewed corporate wide documentation pertaining to the installation, configuration and problem resolution procedures for internal tracking.Implemented a ticketing system used for tracking all hardware and software issues. Created an asset management process used to track and inventory hardware, software and licensing agreements for all end users.Played a key role in the implementation and rollout of ProLaw software.Designed various job-aid and technical training documentation used to guide employees in step-by-step instruction to perform basic system functions.

Newport Beach, California, United States

Interacted with a broad range of customers utilizing strong communication skills and a wide variety of technical resources to identify and resolve hardware, system and application problems. Using Remedy and HEAT call tracking software.Supported proprietary Loan Origination Software, including troubleshooting website & applications issues for web portal used by external brokers submitting loans to Downey Savings & Loan Provided technical support for external Online Banking customers using Quicken & MS Money software to track their banking transactions, as well as supporting and troubleshooting customers using Downey Savings online banking websiteScheduled and managed external vendors to perform preventative maintenance and hardware replacements to ensure ongoing system performance Provided detailed Incident Reports which track priority issues from start to finish, including preventative measures performed to prevent future incidents Maintained quality, open and professional vendor relationships with ATM Support Services to ensure our ability to provide the utmost customer service. This included insuring contractual SLA’s were met on a daily basis, as well as creating and providing monthly metrics to Executive Management. These metrics were also used for contract negotiations during our RFP processes with the vendor.Created error documentation for teller software which was distributed and utilized by various IT departments as best practices to resolve system issuesEncrypting and wiping hard drives during the DSL/USBank conversion processPersonal first call resolution 85% and higher, handling 50+ calls a day.

Certificate, Technical Management Program

I.T.

A+ Hardware Concepts DOS for Technical Support Professionals Networking I