Roderick Herbert Email & Phone Number

Rancho Mirage, California, United States

Set up new desktop systems and configured laptops for incoming employees, loading required software andserver permissions.Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Macsystems.Helped streamline repair processes and update procedures for support action consistency.Enhanced helpdesk ticketing system, resulting in a 97% reduction in support call turnaround time.Identified negative hardware performance trends and common issues afflicting systems, reporting findingsfor remediation.Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgradejobs, minimizing resource availability disruptions.Obtained and evaluated information about new systems, peripherals and software technology.

United States

A senior member of the IT leadership team with responsibility to deliver multi-year Product Lifecycle road map, manage and maintain relationships with leaders of Corporate functions of R&D, Quality (Quality Management Systems & Laboratory information management system), Regulatory and Clinical Affairs My current responsibilities include but are not limited to, maintaining and providing support to all client's Help Desk, LAN/WAN connections, Cisco Phone system, Cisco Call Manager, Windows Deployment Services, PC Desktop/Laptop, Apple Desktop/Laptop, servers, iPad, iPhone, copiers, and peripheralsMaintain an above-average rate of 25 customer interactions per day & 20 closed tickets per day. Leverage Bomgar Recovery Time Objective (RTO) tool for remote resolution; top-five performer in monthly usage stats worldwide. Assist PC Build team with existing users, helping with backups, ensuring user's information. New users' PCs and deployment set up equipment with great cable managing skills.Assisting with Break-Fix tickets and Software installation support.

Greater San Diego Area

Upgrade both hardware and software of Marine Corps NGEN desktops and laptops.Install the latest Windows 10 images, updating as necessary to meet DOD requirements.Perform the installation of applications such as BigFix, McAfee, SCCM, and Avamar backupsoftware.Communicate with local G6 technicians, network techs, and administrators to ensure proper account profile moves to the new Dell and Lenovo laptops.Create local admin accounts, perform BIOS updates, and use command line to troubleshoot network issues.Guide users on proper CAC logon procedures for Win10.Assist them through the process of setting up their desktop and Internet Explorer.Execute Bitlocker, share drive connections, printer setup, Outlook .pst import, and add proxy exceptions in IE.Administer proper asset management by recording serial numbers and computer names.Prepare old hardware for destruction.Troubleshoot all aspects of Windows 10 setup and image installation.Provide deskside support of Civilian and Marine Corps trouble tickets.

Fort Drum, New York

Selected to be the Operations and Training Non-Commissioned Officer in Charge for aCommunication Company with 40 Soldiers and 3700 customers.Primary liaison between Battalion S3 to the Company to provide guidance from higher.Using effective verbal and written communication skills, trained lower enlisted Soldiers in every aspect of the U.S. Army, including history, financial education, alcohol awareness, weapon safety, martial arts, tactics, and professional development.Protect file integrity of individual files, each containing sensitive personal information. Published operational order annexes to assign responsibility to various offices for operations.Prepared weekly briefings to ensure leaders at all levels tracked metrics and readiness levels.Scheduled and tracked the training and service school attendance for over 40 Soldiers in order to prepare them for professional development.Operated Digital Training Management System (DTMS), Defense Travel System (DTS) and other training systems.

Fort Drum, New York

Non-Commissioned Officer in Charge for a Re-Transmission Team supervised 5 personnel in daily operations.Supervised and integrated the installation, operation and maintenance of signal support systems, toinclude Command Post Platform (CPP), radio, wire, cable and Battlefield Automated Systems (BAS).Provided support for the Divisions local area networks which service over 10,000 users.Provided technical assistance and unit level training for automation, communication, and userowned and operated automated telecommunications computer systems.Recommended re-transmission equipment employment based on capabilities of the equipment andthe mission requirements.Executed the installation of Communications Security Management (COMSEC) policies andguidelines.Manages automation setup, accountability, distribution and troubleshooting of information systemsand devices valued over $2,000,000.

Fort Campbell, Kentucky

Appointed as Tier 1 Information Management Officer/System Administrator (IMOSA) (DOD 8570 IAT 1); Managed information systems operations for 2000 person Brigade to allow the unit to successfully conduct its mission both at home and deployed to Afghanistan; Oversaw Trouble Tickets in ITSM Remedy and Tracked Training as ATCTS Manager; Determined the nature of problems and resolve the problem within a 24 hour period; Trained employees how to troubleshoot outages; Ran diagnostic software routines to determine the operating integrity of the systems; Experienced in Operating System, hardware maintenance and troubleshooting, fixing hardware failures and ordered parts for replacement; Knowledge of Windows 2000, XP, Vista install, troubleshoot and maintain the hardware or software; Maintained unit cyber security program, which received high ratings on inspections by bothDISA and FORSCOM; Coordinated for vulnerability updates to Army program managed systems; ensured systems had the latest patches. Oversaw PC-LAN hardware and upgrades, ensure timely Life Cycle Replacement of out dated systems. Maintain and update configurations, protocols, user files, and documentation for all Windows-based hardware and software, as well as workstations, printers, digital senders, and Tandberg's on the LAN.

Fort Campbell, Kentucky

Served as Signal Support Systems Team Chief for the 58th Signal Company; supervises, installs, maintains, and troubleshot signal support systems and terminal devices, to include radio, wire, and battlefield automated systems (BAS); provided technical assistance and unit level training for automation, communication, and user owned and operated automated telecommunications computer systems; disseminated information services polices; prepared maintenance and supply request for unit level signal support; responsible for the discipline, welfare and morale of 11 soldiers; personally accountable for $800,000.00 worth of information technology equipment.

Fort Campbell, Kentucky

Served as a Lead Network Technician by answering technical calls at service desk.Collected information from callers, to be used in the prompt troubleshooting and restoration ofnetwork services.Entered information collected into an automated trouble ticket system (ITSM Remedy).Determined the nature of problems and resolve the problem within a 24 hour period.Trained employees how to troubleshoot outages.Ran diagnostic software routines to determine the operating integrity of the systems.Diagnosed and resolved complex integrated customer issues for implementation, add-on, Maintenance and support of voice, data, VoIP and CTI applications.

Fort Campbell, Kentucky

Provided base level IT support to non-technical personnel within the unit.Installed, configured, maintained and troubleshot systems, networks, hardware and software toaccomplish customer support goals and objectives.Managed application patches, data backup, security changes and network configuration.Adapted and modified standard techniques, procedures and criteria to solve complex problems.Diagnosed system hardware and software problems using advanced root-cause analysis.Operated Video Teleconferences (VTC) on Classified and Unclassified DOD Networks.

Homewood, Alabama

Assist hotel manager to ensure high quality guest service provision.Schedule employees to ensure all stations are manned appropriately.Coordinate the efforts of different departments to ensure smooth running of the business.Supervise hotel staff to ensure the provision of excellent customer services.Interact with guests to gain feedback on service.Manage conflicts and resolve issues in accordance to the hotel's protocols.Solicit business from new accounts and ensure recurring business from current guests.