Rob Sinatra Email & Phone Number

Olmsted Twp, Ohio

Cleveland/Akron, Ohio Area

Managed day-to-day operations of corporate Service Desk and supervised up to 12 Tier I and Tier II analysts, both on and off-premises. Instrumental in company’s ServiceNow ITSM implementation, focusing on Incident Management, Knowledge Management and Problem Management modules. • Redesigned incident management process splitting Service Desk into two tiers. - Tier I managed all incoming calls with a first call resolution of 65%. - Tier II managed time-consuming / complicated incidents resulting in resolution or escalation to Tier III.• Developed technical knowledge base, including self-service articles, providing IT analysts with key information reducing call times, assisting end-users with self-sufficiency, and decreasing operational costs through call avoidance.• Created and maintained problem management process streamlining support between IT Service Desk, IT groups, vendors and users faced with enterprise-wide technical issues resulting in mitigating down-time and lost revenue.• Implemented after-hours on-call rotation across Tier 2 Service Desk improving support of user base on west coast and Hawaii, increasing productivity, and mitigating down-time.• Created monthly incident productivity and knowledge-based usage reports distributed to management.• Developed and maintained ServiceNow incident templates resulting in reduced downtime.• Drafted, proofed and sent all IT Communications emails to enterprise• Performed monthly and annual reviews for staff and provided career path guidance for advancement. • Performed satisfaction survey follow-ups and received 80% satisfaction scores.• Conducted QA testing of new systems and software enterprise-wide prior to implementation improving productivity.

Cleveland/Akron, Ohio Area

Provided technical support for Corporate, Commercial and Land business units and supervised three analysts. • Assisted with development of Automated Call Distribution (ACD) including workflow intelligence, reporting, call routing, and programming adjustments. • Collaborated with desktop engineering team for migration of Track-It to Altiris Management console creating first knowledge base and served as subject matter expert for incident and knowledge management modules. • Provided tier I and II support to local and remote staff, management and executives.• Conducted troubleshooting for PC, application, network connectivity issues, Active Directory and SAP security issues.• Responsible for backup, imaging and deployment of new hardware.• Assisted with spam filtering and advised user community on safe e-mail practices.• Provided iOS, Android and Blackberry handheld device support.• Assisted server and infrastructure groups with LAN / WAN issues.• Provided input for corporate support strategies and assignment workflows.

Cleveland/Akron, Ohio Area

Supervised firm-wide desktop operations for 1,000 employees in 11 offices and eight desktop support and help desk personnel.• Advanced firm in technical resources - Replaced dumb terminals with PC’s firm-wide. - Replaced generic IBM clone PC’s with Dell products and service resulting in $10,000+ savings. - Implemented Track-It ITSM solution replacing manual logging of incidents and advancing firm’s tech support.• Assisted in adoption and conversion to Active Directory network and firm’s email solution from POP3 to Exchange environment using Microsoft Outlook. Conducted end-user training at Brooklyn Heights office. • Created complex electronic filing solution using scanned PDF documents sent via email, with server-side Exchange rules to route incoming documents to appropriate office / department distribution list.• Implemented remote control solutions including PCAnywhere, Remote Desktop, and SMP eliminating daily / monthly travel costs and mitigating downtime and loss of productivity.• Maintained security and permissions on all file servers, monitored web usage and site restriction, and managed antivirus updates, scanning and prevention.• Monitored and administered LAN / WAN / VPN / RAS connectivity.

Cleveland/Akron, Ohio Area

Served as consultant providing technical support to several companies including Ford, LTV Steel, National City Bank, ICI (Glidden) Paints, Diebold/Interbold, Cole Vision, Cleveland Clinic Foundation and University Hospitals. • Performed Exchange e-mail administration, assisted with installation of network racks and executed file back-ups. • Completed Windows server builds, administration, maintenance and troubleshooting.• Provided Novell Netware server administration and Windows-based PC and laptop support.

Cleveland/Akron, Ohio Area

Provided various IT initiatives including desktop support for all Federal Courthouses in Northern District of Ohio, installation and configuration of networked PCs, training on Windows-based applications, maintenance of hardware and software inventory, and installation of Novell 3.12 network.

Naval Air Station Keflavik, Iceland; Attack Squadron 65; Fighter Squadron 14

Served in the United States Navy (Desert Storm era), stationed at Naval Air Station Keflavik, Iceland, Attack Squadron 65 and Fighter Squadron 14 at Naval Air Station Oceana, VA.Also served as a Hospital Corpsman in the Naval Reserve.

Education record

Information Technology Coursework

Education record

Leadership and Management Coursework