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Robert Abney
Help Desk Support Engineer for Enterprise Corporations
ROBERT ABNEY
Phoenix, AZ 85016 Robert_Abney@hotmail.com Cell: 602-803-0049
SUMMARY
Technical Support Professional
Experienced with Information Systems. Accomplished Help Desk Engineer in the Financial Industry and Data Center Environments. Proven proficiency in network support and troubleshooting for LAN / WAN environments using remote desktop support systems. Excellent communications and diagnostic skills, consistently demonstrations problem solving skills as a escalating point for 2nd and 3rd level help desk issues.
Core Technology strengths in:
PROFESSIONAL EXPERIENCE
VisualVault Software Corporation March 2011-Oct 2011
Helpdesk Support and Quality Assurance Engineer
Supported a cloud based software application to a worldwide customer base. Utilized a variety of tools to remote in with customer PC's to verify issues related to the software application of VisualVault. Documented and recreated errors in beta versions of software currently under test and related the findings to Develop and Software Engineers using a controlled defect tracking system. Tested VisualVault interface on all versions of internet browsers and reported any issues to the same Engineering group.
ROBERT ABNEY PAGE 2
Net Fusion Corporation, Phoenix, AZ Oct 2010-March 2011
Managed Services Technician at I/O Data Center
Responsible for providing remote and in-house server support for a variety of technology related issues. Work directly with clients and also assist upper-level engineers and consultants to ensure that clients' needs are consistently being met. Daily interaction with clients to deliver excellent technical support and customer-care services during each and every interaction. Manage services for several 100 servers, workstations, and storage devices.
M&I Bank, Phoenix, AZ 2002-2009
Systems Engineering LAN Tech I
Followed change control procedures to keep server and PC infrastructure current to bank audit standards. Provided secondary support, Help Desk to a user base in the Arizona and Las Vegas regions. Diagnosed and implemented effective solutions to common network problems. Changed Cisco routers and switches at the direction of Senior Engineers. Responsible for application, and hardware installation, testing, troubleshooting, performance optimization. Maintained over 60 Windows 2003 Servers for M&I bank in AZ.
ROBERT ABNEY PAGE 3
Trend Trader LLC, Scottsdale, AZ 1999-2002
MIS/System Engineer/Help Desk Support
Provided remote support with a cliental base reaching over 300 domestic and international customers. Maintained an expanding in-house network in a LAN/WAN environment. Installed and maintained multiple Windows NT Servers/Workstation and back office systems. Supported a high energy stock brokerage Day Trading firm, providing backup to MIS Senior Engineer. Assisted in customer training of trading software " both one-on-one and classroom style formats.
EDUCATION
Associates Degree A.A.E.E., Electronics Engineering
DeVry Institute of Technology Phoenix, AZ
CERTIFICATIONS
Microsoft Certified Systems Engineer, MCSE for server 2000
Completed Cisco ICND course. Mastering Critical Internetwork Technologies
Pursuing VMware Online course for VCP 4
AWARDS
Presidential Honor Society
DeVry Institute of Technology Phoenix, AZ
Phoenix, AZ 85016 Robert_Abney@hotmail.com Cell: 602-803-0049
SUMMARY
Technical Support Professional
Experienced with Information Systems. Accomplished Help Desk Engineer in the Financial Industry and Data Center Environments. Proven proficiency in network support and troubleshooting for LAN / WAN environments using remote desktop support systems. Excellent communications and diagnostic skills, consistently demonstrations problem solving skills as a escalating point for 2nd and 3rd level help desk issues.
Core Technology strengths in:
- Windows 9x/2000/XP/7 * Symantec Norton Ghost * Office Professional 2010
- HP, Dell Server Support * Remote Desktop * Windows XP 64 bit
- TCP/IP * Windows NT 2000-2010 * VNC Connections
- Active Directory * MS Office 97/2003/2010 * VM Ware VSPT 4.1
- Connect-Wise 2010 * Terminal Services * Project Implementation
- Cloud Based Software * Managed Engines Apps * Disaster Recovery
PROFESSIONAL EXPERIENCE
VisualVault Software Corporation March 2011-Oct 2011
Helpdesk Support and Quality Assurance Engineer
Supported a cloud based software application to a worldwide customer base. Utilized a variety of tools to remote in with customer PC's to verify issues related to the software application of VisualVault. Documented and recreated errors in beta versions of software currently under test and related the findings to Develop and Software Engineers using a controlled defect tracking system. Tested VisualVault interface on all versions of internet browsers and reported any issues to the same Engineering group.
- Received all incoming calls supporting VisualVault cloud base application.
- Document issues and communicate with clients providing updates, solutions, and escalation paths.
- Implemented Managed Engines Support Center a system used to audit all service requests.
- Performed online training for customer to access and use the online service request system.
- Possess strong communication, customer service and organizational skills with remote support.
- Upgraded equipment after hours to meet customer access demands during normal hours.
- Supported 7 other Add-on applications for VisualVault assisted with install and training.
- Interfaced with Software developers to find solutions on issues that were high priority.
ROBERT ABNEY PAGE 2
Net Fusion Corporation, Phoenix, AZ Oct 2010-March 2011
Managed Services Technician at I/O Data Center
Responsible for providing remote and in-house server support for a variety of technology related issues. Work directly with clients and also assist upper-level engineers and consultants to ensure that clients' needs are consistently being met. Daily interaction with clients to deliver excellent technical support and customer-care services during each and every interaction. Manage services for several 100 servers, workstations, and storage devices.
- Possess strong communication, customer service and organizational skills, which increased customer satisfaction and realized 100% on-time delivery of assigned projects.
- Active Directory use on a daily bases. Add and remove users and devices to the corporate Domain.
- Desktop support; Build, configuration and troubleshooting of Desktops (HP, DELL, IBM).
- Server and Hardware build from customer request, vendor interface.
- Remote Hands resolution for clients issues when hands on assistance is needed.
- Upgrade equipment on weekend shift to meet the demands of a fully functional device.
- Windows NT Server 2000/2003 Administration interface and weekend maintenance.
M&I Bank, Phoenix, AZ 2002-2009
Systems Engineering LAN Tech I
Followed change control procedures to keep server and PC infrastructure current to bank audit standards. Provided secondary support, Help Desk to a user base in the Arizona and Las Vegas regions. Diagnosed and implemented effective solutions to common network problems. Changed Cisco routers and switches at the direction of Senior Engineers. Responsible for application, and hardware installation, testing, troubleshooting, performance optimization. Maintained over 60 Windows 2003 Servers for M&I bank in AZ.
- Tier 2 and 3 solutions through close of issue.
- Daily Windows NT Server 2000/2003 Administration interface.
- Implemented Las Vegas Disaster Recovery site in Scottsdale, AZ.
- Project managed Wireless solution for bank in Sedona, AZ.
- Maintained all Bank hardware both HP and Cisco devices.
- Track and Log all call tickets with Applix, a system used to audit all service requests.
- Worked with TCP/IP, DHCP, DNS, HP Radius.
- Active Directory use on a daily bases. Add and remove users and devices to the corporate Domain.
- Server and Hardware build from customer request, vendor interface, configure and install, retirement.
- Weekend call to support branch operations, and handle any service issue with remote VPN.
- Experience in all aspects of Corporate Systems, cross training with other Systems Engineers.
- New Branch expansions setup, installation of all IT equipment, Rack, Switch, Router, PC's and Printers. Training new personal.
ROBERT ABNEY PAGE 3
Trend Trader LLC, Scottsdale, AZ 1999-2002
MIS/System Engineer/Help Desk Support
Provided remote support with a cliental base reaching over 300 domestic and international customers. Maintained an expanding in-house network in a LAN/WAN environment. Installed and maintained multiple Windows NT Servers/Workstation and back office systems. Supported a high energy stock brokerage Day Trading firm, providing backup to MIS Senior Engineer. Assisted in customer training of trading software " both one-on-one and classroom style formats.
- Daily Windows Server Administration interface on 10 in-house servers.
- Met company standards under unusual circumstances.
EDUCATION
Associates Degree A.A.E.E., Electronics Engineering
DeVry Institute of Technology Phoenix, AZ
CERTIFICATIONS
Microsoft Certified Systems Engineer, MCSE for server 2000
Completed Cisco ICND course. Mastering Critical Internetwork Technologies
Pursuing VMware Online course for VCP 4
AWARDS
Presidential Honor Society
DeVry Institute of Technology Phoenix, AZ