Rob Held Email & Phone Number

Chicago, IL, US

• Key Achievement: Developed a 24/7 Help Desk, Implemented a new ticketing system, set up new processes and procedures for quicker resolutions, and reduced employee downtime.
• Worked with Executives, management, and staff to continuously improve efficiencies in end-user service offerings. This includes enhancing processes, identifying "self-help" opportunities, and automation.
• Established solid relationships and partnerships with major services vendors and worked with them to maximize Amundsen Davis’s investment in contracting their services. Ensured contract compliance by vendors and.
• Managed 100% of the service requests, incidents, and problems. Managed and coordinated urgent and complicated support issues. Develop and mature phone/ticket escalation processes. Determined the root cause of issues.
• Ensure personnel and ancillary resources are appropriately scheduled to deliver 24x7 service coverage.
• I worked with MSP Empist to manage 24/7 level-one support.

Bolingbrook, IL, US

• Key Achievement: Developed a 24/7 Help Desk, Administered Hardware depot program, utilizing 3rd party vendors to image and manage the delivery of ATI hardware to over 1500 clinics
• Managing 1500 ATI clinics nationwide and leading the development and implementation of ATI’s Field Services strategy and its operational execution that deliver value to the customer.
• Responsible for Field Service initiatives across the enterprise, responsible for initiating new projects, creating business cases, metrics reporting, planning, and coordination efforts.
• Maintain the planning & installation of the technical environment for all-new locations, acquisitions and retrofit sites; and responsible for advancing the productivity of the business while delivering world-class.

Chicago, Illinois, US

• Key Achievements: Implemented new structure, processes, procedures and 24/7 support team to control 1000 open incidents down to 20 open incident within 3 months and managing and maintaining COVID command centers.♦.
• Working project and trouble tickets all the way through resolution or escalation. Prompt and thorough documentation/knowledgebase of all work via ServiceNow ticketing system.
• Established relationships with technology and component vendors.
• Analyzed the day-to-day functions and processes of Service Desk and Field Service team to ensure they are performing within predetermined guidelines, limits, and specifications.

Chicago, Illinois, US

• Key Achievement: Migrated the on-prem telecommunications to a hosted cloud solution (Sparknet) ♦ Administered 3CX softphone, add, change and delete. Pulled call recordings for litigations, monitored call volume.
• Working project and trouble tickets all the way through resolution or escalation. Prompt and thorough documentation of all work via Zendesk ticketing system.
• Provide daily direct desktop and software and peripheral support by performing troubleshooting, root cause analysis and problem resolution with minimal supervision. Responsible for provisioning desktops, laptops and.

Chicago, Illinois, US

• Responsible for all aspects of department and staff management, including coaching for success, improvement, reward and recognition. Providing a strong leadership to direct reports and their teams, driving all of.
• Manage an IT budget in excess of $5 million.
• Develop/manage a strong IT team that is committed to exceptional customer service, high availability of IT services and systems and rapid response to critical business needs
• Maintain capital and opex budget in conjunction with business requirements.
• Maintain knowledge of existing technologies, including new products. Constant and proactive communication with your customers is essential.
• Establish a governance team for IT Projects with the business units.

Chicago, Illinois, US

• Manage IT and project management staff, including sourcing talent, training and development, performance management, mentoring, and succession planning.
• Establish IT departmental goals, objectives, and operating procedures. Retain a highly motivated team by setting the strategy, direction and challenging expectations within the IT department.
• Develop and implement methods for evaluating and measuring IT productivity, quality of output, and cost effectiveness. Saved the organization $200,000 annually by analyzing technology expenses and renegotiating.
• Manage an IT budget in excess of $5 million.
• Act as an advocate for the organization's IT vision via regular communications with the organization's executives, department heads, and end users.
• Implemented “Bring Your Own Device” program which in turn saved the firm $500,000 annually in mobile device costs.

Chicago, Illinois, US

• Responsible for assuring users are provided efficient and timely first, second, and third level support on a 24x7 basis. Perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call.
• Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring, training, and disciplinary responsibilities.
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions. Monitor problem management database and follows up with assigned.
• Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
• Invoke problem escalation procedures to coordinate recovery. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Ensure daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

Chicago, Illinois, US

• Provide courteous and timely response to support requests submitted to the service desk via telephone, email, or any other communication method by responding via telephone, email, remote connectivity tools or desk-side.
• Troubleshoot hardware and software problems by interviewing users to collect information and fully document all requests for support in the tracking system, including the resolution of the problem. Provide updates.
• Performs basic Active Directory duties including password resets and unlock accounts. Perform hardware and software installations, configurations and updates as needed, including new user set-ups, moves, new computer.
• Maintain and update hardware inventory, including the control and tracking of all loaner equipment.
• Escalate issues to the appropriately and when needed to the IT Support Services Manager. Prepared “How-to” instructions on common issues to assist users.
• Maintain hardware storage areas and identify and prepare hardware or safe disposal when needed.

Winfield, IL, US

• Central DuPage Health System, Winfield, IL Mar-97 / Sept-2000 Network Analyst
• Provided second and third level support for 2000 users and 5offsite locations.
• Duties included troubleshooting network printing, servers (IBM, Citrix, Delta) and software issues. Installing and configuring network printers (Lexmark, IBM, HP), setting up Novell, OS/2 and Windows NT workstations.