Robert Kelly Email & Phone Number

Fort Walton Beach, Florida, United States

Chicago, Illinois, United States

- Influential in future state road-map, newly reformed ITOM processes and procedures, and integral part of initial process implementation and strategy of Infrastructure Operations- Provide oversight and vendor management of IT Operations teams including: Mobility (MDM), Enterprise Applications, Deskside, VDI, Packaging, SCCM, Messaging/Collaboration- Follow best practices for ITSM aligned with guidelines outlined in ITIL 4- Hold service partners accountable for adherence to contractual SLAs, KPIs, and other key metrics- Evaluate performance by analyzing metrics and reports to assess incident and request response times and quality of service- Monitor production environments, respond to alerts and incidents, detect and fix infrastructure problems, and perform root cause analysis- Automate daily operational tasks and optimize current processes by identifying gaps and inefficiencies- Contribute to knowledge base management by: creating documentation for Tier 2 and 3 teams, continuously updating existing documentation, and reviewing newly created documentation

Chicago, Il

- Enterprise technical support for in house and third party applications- Support employees working remotely over: VPN, VDI, on-demand, and SaaS applications- Identify weekly trends, inform the appropriate service partners, and remain actively engaged to document root cause and ensure timely resolution- Contribute to knowledge base management by: creating documentation for Tier 1 and 2 teams, updating existing documentation when necessary, and reviewing newly created documentation before publishing - Troubleshoot failed software installations due to faulty distribution, improperly configured packages, or missing client requirements - Participate in change orders with network and proxy teams to address current issues, and implement and verify resolutions - Quarterly testing of infrastructure changes including proxy implementation, VDI platform upgrades, and server maintenance

Greater Chicago Area

- Retail store support (7000+ stores) and corporate desktop support (2000+ on-site employees)- Image deployment, data and email migration, relocation assistance- Server management, data backup and recovery, asset management- User privileges, system administration, password management- Supported the following: PCs, phones, tablets, VPN, routers, switches, network and local printers, POS systems- Utilized the following administration and support tools: Active Directory, Remote Desktop, SAP, Race, Exchange/Outlook, RSA admin, Blackberry Enterprise Server, Airwatch, ConsoleOne, Novell, CryptoCard, VNC Remote Control

- JTAG Hardware / Software product support- Design for test recommendations, training, project development / integration- Interact with Sales teams to determine customer's needsSKILLS- Boundary Scan (IEEE 1149.1)- Pin / net fault detection- Identifying manufacturing defects including: electrical defects, placement errors, soldering defects- Familiarity with the following test methodologies: In-circuit Test, Flying Probe Test, AOI, AXI- In-System Programming, Flash programming- ARM development- Embedded access, on-chip debug / emulation

Bachelor Of Science (Bs), Electrical, Electronics And Communications Engineering

Current Master'S Student - College Of Computing And Digital Media, Cybersecurity