Rob Little Email & Phone Number

Austin, Tx, Us

Austin, Tx, Us

Minneapolis, Mn, Us

Minneapolis, Mn, Us

Minneapolis, Mn, Us

Minneapolis, Mn, Us

Chicago, Illinois, Us

Provided Tier 1 - 2 support to 2500+ end users, including Mac / Windows / cloud-based software and hardware troubleshooting and repair, user account administration, software configuration, asset management and lifecycle replacement of hardware, and incident/request management.•During COVID, transitioned to work from home, shipping equipment to users and providing remote desktop support, maintaining SLA performance for most issues.•Managed enrollment of MacOS devices in MDM environments (SimpleMDM and Microsoft Intune); assisted with migration of Windows devices from an Active Directory environment to AzureAD/Intune environment.•Led internal testing of MacOS and software updates to maintain productivity and avoid user downtime, as well as documenting policies for deploying and configuring software for users.

Atlanta, Georgia, Us

Provided Tier 1 - 3 technical support to 300+ end users, including Windows / Mac / cloud-based software support, hardware troubleshooting and repair, user account management, software updates, lifecycle replacement of hardware, and ticket resolution management.- Supported users and business applications across the company, including finance, marketing, operations, publishing, and sales.- Minimized downtime and avoided technician overtime by managing yearly lifecycle replacement schedule, coordinating with users and managers.- Exceeded department goals and met quota ahead of deadline by coordinating manual upgrade of Windows desktops from Windows XP to Windows 10.- Improved methods by creating policies and procedures for technical staff, including procedures for onboarding, user migration, and software deployment.- Increased efficiency by learning and applying proficiency on software, such as Office and Adobe Creative Suite for providing better service to users.- Reduced time to adopt technology upgrades, such as Windows 10, by serving as an alpha tester of new software and hardware before deployment to users.- Recognized for customer service and technical knowledge by being selected as first point-of-contact for executive staff on technical issues and support.- Awarded Employee of the Month in December 2012 for consistently providing exceptional customer support.

Austin, Texas, Us

Delivered Tier 1 - 2 support to 800+ end users, including Apple software, hardware, and printer troubleshooting and repair. Managed user accounts and lifecycle replacement of hardware.- Completed migration of 450+ Mac desktops and laptops to Windows-based systems ahead of deadline by overseeing project and coordinating deployment with users, managers, and technical staff.- Reduced capital investment by negotiating with vendors to transfer software licenses from Mac to Windows versions at no or greatly discounted cost.- Minimized downtime and costs by providing on-site and remote support to Austin Community Newspaper locations, throughout Travis, Bastrop, Hayes, and Williamson counties.- Awarded Employee of the Month for stepping in at deadline and completing a revenue critical assignment completely outside role and department.

Associate Of Science (As), Computer Science

Associate Of Arts - Aa, English Language And Literature, General