Robin Schafer Email & Phone Number

San Francisco Bay Area

Palo Alto, Ca

Provide 2nd level support for end usersSystem Imaging of laptops and desktops using Windows 7. 8, OSX, Mavericks, YosemiteInstall hardware and softwareBreak Fix Hardware/SoftwareIOS SupportAssist with ProjectsConference SupportProvide users with assistance by identifying problems, analyzing, troubleshooting and resolving incidents such as malfunctions and program problems using my technical knowledge, documented procedures, and available tools• Ensure customer satisfaction by responding to and troubleshooting customer technical concernsEnsure timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate Consults with other technical personnel to clarify and resolve complex technical concerns, identify problems and suggest changesLog, investigate, resolve and perform follow-up tasks on all issues or problems escalated to DSS, undertaking formal root-cause analysis when requiredCommunicate status of activities to management

San Carlos, Ca

Primary support of Manufacturing Labs• Manage the onboarding and IT training of new hires• System Imaging of laptops and desktops using Windows 7• Install, hardware and software• Project management• Maintain the software licensing database• Add user accounts to Active Directory• IPhone, IPad device support• Provide Audit Support• Video Conferencing support• Lab IT support• Build and configure Thin Client Devices• Monitor back up logs• Provide superior support for the Senior Leadership Team• Provide users with assistance by identifying problems, analyzing, troubleshooting and resolving incidents such as malfunctions and program problems using my technical knowledge, documented procedures, and available tools• Ensure customer satisfaction by responding to and troubleshooting customer technical concerns• Ensure timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate • Consults with other technical personnel to clarify and resolve complex technical concerns, identify problems and suggest changes• Log, investigate, resolve and perform follow-up tasks on all issues or problems escalated to DSS, undertaking formal root-cause analysis when required• Information Governance Deputy• Communicate status of activities to management and client

San Carlos, California

Primary desktop support for Manufacturing users and Manufacturing Suites• Manage the onboarding and IT training of new hires• System Imaging of laptops and desktops using Windows XP/ 7• Install, hardware and software• Project management• Maintain the software licensing database• IPhone, Blackberry, IPad device support• Assist with Lab IT support• Provide users with assistance by identifying problems, analyzing, troubleshooting and resolving incidents such as malfunctions and program problems using my technical knowledge, documented procedures, and available tools• Ensure customer satisfaction by responding to and troubleshooting customer technical concerns• Ensure timely escalation of customer problems, following up with escalation partners and providing status updates to customer as appropriate • Consults with other technical personnel to clarify and resolve complex technical concerns, identify problems and suggest changes• Log, investigate, resolve and perform follow-up tasks on all issues or problems escalated to DSS, undertaking formal root-cause analysis when required• Maintain required documentation and inventories of hardware, software and devices• Communicate status of activities to management and client service delivery manager • Document and enhance procedures related to systems support responsibilities (i.e. standard operating procedures etc.)

San Francisco Bay Area

• Single point of contact providing 1st and 2nd Level support for Apple OX and WS XP Users supporting 2 local sites Via travel, remote, email, desktop and phone 1st level support for Network issues• Set up, configure and deploy OSX and WS XP systems and peripherals• Configured email accounts within Outlook and Entourage applications• Set up, deploy and troubleshoot network and local printers, scanners and fax machines (HP, Canon, Epson, Brother)• Set up phone extensions and voice mail using Ayala Phone Systems• Active Directory User Management, create accounts and network shares.• Manage backup tapes, rotation, collection using Retrospect• Remote support using Apple Remote Desktop/ Timbuktu Pro• MYSQL custom application support• Client interaction and application training• Support camera hardware and software• Inventory management• Provide 24/7 support on a continuous schedule• Interact will 3rd party vendors for purchase or repairs• Train users on new hardware, OS and applications

Moffett Field

• Provided 1st and 2nd level technical support for 500 clients within the Printer and Apple domains• Installation and trouble-shooting of Basic OS and general office-related applications on Apple/Windows systems• Re-image and ghosting of Apple and Windows systems• Developed and maintained the “How To” and “FAQ” web pages• Section 508 Coordinator• Researched and verified all procurement of IT hardware and software was in compliance with accordance to the Federal Disability Act• Managed the research and procurement of printer hardware to enhance the environment capabilities when appropriate• Install and managed the printer hardware and software within the environment: HP, Apple, Xerox, Codonics, Tektronix, QMS, Lanier, Lexmark and Epson• Created print queues and resolved printing problems on Mac, Windows, Linux and Unix• Purchased supplies, hardware and maintenance contracts through vendors• Maintained the supported hardware inventory database • Performed system moves, including network connection and system hook-up of Apple, PC, Sun and SGI hardware• Wiped hard drives and prepared old hardware for excess• Manage the NAS library database and process public requests for reference material including videos, technical report documents and taped seminars• Train end users on applications• Updated and closed tickets using Remedy.