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 checked vendor performance. • 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 and communicated appropriately to internal and external customers.• 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 support services through internal and external partner relationships.

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.♦ Managed level 1 and level 2 support team consisting of 12 help desk agent, 30 field service technicians, 3 IT liaisons, and 4 AV technicians supporting 15,000 end users environment. ♦ Provided metrics, analytics and tread analysis daily, weekly, monthly reporting to leadership for review. ♦ Ensures all users benefit from effective technology and efficient Internet access, and continually assesses needs and requirements.♦ Coordinated training and orientation for new technology users and helps them become familiar with equipment and networks.• 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 reporting for critical asset health and availability, resolve alerts and manage escalation, ♦ Create/deliver a new onboarding/offboarding process with HR department. ♦ Ensures all users benefit from effective technology and efficient Internet access, and continually assesses needs and requirements.♦ Coordinated training and orientation for new technology users and helps them become familiar with equipment and networks.• 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 mobile devices, including Windows image management, initial configuration and setup. Provide status updates to end-users Management as required. Supporting the end users via phone, email, remote login or on-site if necessary.

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 aspects of the employee goal development. • 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.• Research latest IT initiatives in related industries and review their applicability with the CEO and Executive Team.

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 technology services and contracts.• 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. • Identify opportunities for the appropriate and cost-effective investment of financial resources in IT systems and resources, including staffing, sourcing, purchasing, and in-house development. • Develop and maintain relationships with key vendors to continuously leverage their capabilities to the benefit of Ziegler to achieve our strategic objectives. • Research latest IT initiatives in related industries and review their applicability with the CEO and Executive Team.

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 support as required. • 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 personnel to ensure timely resolution of problems. • 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. • Ensure that decisions are made to improve the overall customer support of the Help Desk are continually carried through. • Provides leadership by projecting a positive attitude, and offering learning opportunities to my staff.

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 visits. • 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, status, and completion information on all problem requests to the user via the tracking system, and/or voicemail, phone, email or in-person communication. • 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 installations, and other associated duties. • 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 and servers. Responsible for configuring OS/2 and AS/400 operating systems and providing support for mobile clients using remote access services and electronic mail. Utilized Crystal Reports for running reports and inquiries for the performance on the Delta server.