Adam Roberts
Sr Technical Support Engineer
Rockville,MD
Summary
Hello, I am Adam Roberts. A seasoned senior technical support engineer, system administrator, and IT project manager with an Agile mindset. I am well versed in aiding customers and internal stakeholders with implementation and troubleshooting of various technologies, platforms, and programs. My expertise is in being a friendly, empathetic voice that can explain complex concepts in simple, easy-to-understand terms while remaining technical when appropriate.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
7
7
Certificates
Work History
Sr Technical Support Engineer & Jr Project Manager
Options Information Technology LTD
Rockville, MD
03.2020 - 08.2022
- Helped manage on-site support staff across multiple client offices.
- Used Monday.com and Jira to track and fulfil several major projects and initiatives, including several Azure Migrations.
- Served as primary point of contact for support relating to owned solutions and products including Citrix, Jira, and Client Support.
- Analyzed issues to identify troubleshooting methods needed for quick remediation of all issues that were submitted and assigned.
- Provided support throughout client offices and platforms to ensure that all SLAs were met.
- Provided out of hours support and stayed on call for emergency response on a regular basis.
- Worked to log all incidents or requests using the Jira ticketing system.
- Maintained the top number of tickets closed among the support staff for 14 months.
• Maintained an overall customer service rating above 98% during my tenure.
• Worked with VIPs and multiple client users to provide white-glove IT support services.
• Monitored and updated all major outages and sent client communications on work done and RCAs after outages were resolved.
• Reviewed incidents and requests with customers and infrastructure teams to continuously improve service delivery with 100% up time goal.
• Worked directly with IT Governance to follow and advise on best practices, reporting, and auditing for support and technical projects. - Handled escalations and responded to messages from the tier 1 support desk to help solve more complex issues.
- Troubleshooted AV and conferencing equipment for multiple offices and environments.
- Introduced and trained on agile methodology with Kanban to the support team.
- Provided troubleshooting, planning, and implementation of MECM, LDAP, Intune, WSUS, RedHat Fedora Servers, CentOS Servers, Windows 2012 R2 Servers, Windows 2016 Servers, Windows 2019 Servers, Windows 95 Servers, Microsoft Exchange Servers 2007 / 2010 / 2013, Mobileiron, RSA Secure ID, Google Authenticator, DUO Security, Citrix Director, Citrix VDA, Citrix Receiver, Citrix Studio, Citrix Servers, Active Directory 2008 and 2016, Microsoft Azure, Office 2010 / 2013 / 2016 / O365 Applications (Word, Excel, PowerPoint, Outlook), Nessus scans, SAML, Microsoft Lync Server, Cisco CUCM, Windows 7 through Windows 11 Desktop/Laptops, Microsoft Print Server, VMWare, and Splunk.
Infrastructure Systems Administrator
Expanse Gaming LLC
Bethesda, MD
10.2021 - Current
- Established network specifications and analyzed workflow, access, information and security requirements.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Introduced management tools to create and manage the virtual server computing environment.
- Served as subject matter expert on proposed technology purchases.
- Reviewed Java code and debugged errors to improve performance of company created applications.
- Configured and deployed Dell Blade servers and Dell R720 servers.
- Configured and deployed thin clients for company partners with OpenVPN access and Citrix Ingress deployment for Kubernetes access.
- Worked with Red Hat Fedora 35, Ubuntu 20.04, and 22.04 virtual machines and configured deployment using Virt-Manager and CLI.
- Completed deployment, patching, and administration of Postgres SQL, OpenProject, Apache2, Docker, NGINX as Proxy, Citrix, MDM, Kubernetes, Okta, Active Directory 2016, Firewalla on Pi, TrueNAS, FreeIPA, PXE Server, OpenVPN, Samba, MariaDB, and Zoho Suite.
Technical Support Representative
Brivo Systems LLC
Bethesda, MD
10.2018 - 02.2020
- Used JIRA and Agile to work with the engineering teams on bugs and issues.
- Engaged with customers and technicians via email, phone, and website live chat.
- Tested products for reported issues from customers and field technicians to assist engineering teams in bug identification and data gathering.
- Simplified advanced wiring, network, setup, and system programming concepts to end users and technicians.
- Demonstrated extreme professionalism and courtesy while working to resolve complaints, problems, or respond to questions from customers and field technicians.
- Explained technical information in clear terms to non-technical individuals to promote a better understanding of that information.
- Used Salesforce to create, track, and process support actions, contacts, and accounts.
IT Director & Company Partner
Green Castle Security
Ashburn, VA
03.2016 - 10.2018
- Introduced and trained the department on agile practices with Kanban and Scrum.
- Managed all IT projects and initiatives across the company, including budgeting, planning, and tracking success factors.
- Developed and maintained client relations for long-term security projects and proposals.
- Managed all GitHub Repositories used to store code used for testing client network and computer security.
- Provided company-wide IT support for workstations running Windows 8/10 and servers running CentOS, RHEL 7.1-7.4, Windows Server 2012 R2, Windows Server 2016, Okta, SAML, DUO, Active Directory 2016, O365, MDM, Citrix, and Hyper-V.
- Troubleshooted AV and conferencing equipment for multiple conference rooms.
- Worked directly with customers to implement fixes to discover security vulnerabilities.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Managed a team of 5 IT staff, including 2 network engineers, 2 system administrators, and 1 support technician.
- Performed regular audits and tests of infrastructure and applications.
Global Information Technology Director
Kalpesh Enterprise LLC
Woodbridge, VA
06.2018 - 09.2018
- Provided internal users with technical support and troubleshooting for issues relating to company issued computers, cell phones, and other hardware.
- Recruited, hired, trained, and supervised a team of 12 general IT staff for three separate offices, including Singapore and Rotterdam.
- Implemented JIRA as the overall case tracking software within the company for both the IT and Operations departments.
- Troubleshooted AV and conferencing equipment for multiple environments.
- Introduced Agile support methodology to the IT department.
- Directed daily operations of the IT department which included analyzing workflow, establishing priorities, developing standards, and setting deadlines for projects.
- Simplified advanced concepts and project overviews for upper management to ensure understanding of upcoming network changes and scheduled maintenance of databases.
Wireless Gateway Service Team Lead
Comcast
Fairfax, VA
05.2017 - 06.2018
- Reviewed project plans to plan and coordinate project activity.
- Met with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.
- Provided users with technical support for computer problems.
- Provided remediation process for customers that had issues with the service or technicians in my team.
- Tracked my team's metrics and performance and helped my team members to increase those metrics.
- Tracked my team's calls and performed random listens to their customer calls.
- Prepared and reviewed operational reports or project progress reports.
- Implemented Okta, SAML, AuthN to the support staff for secure logins into company tools.
- Helped HR Department with the process of terminating problematic employees.
- Managed Comcast's custom web applications that were used by my team for tracking tickets, accessing the knowledge base, and retrieving customer information. This required working knowledge of how to code and debug the Ruby scripting language.
Computer Sales Associate
Best Buy
Centreville, VA
04.2017 - 03.2018
- Assisted customers with discussing their computing needs and matching those needs to the computer with the correct specifications for them.
- Worked with management to resolve customer complaints regarding previous sales and services by empathizing with the customer and resolving their specific grievances.
- Explained and simplified complicated technology concepts to those who were not overly technical.
- Improved on sales tactics to drive higher sales within the department.
- Maintained an average customer service survey response of "overwhelmingly positive" over 945 surveys.
Robotics Researcher
Lafaro Labs Robotics
Fairfax, VA
08.2016 - 01.2018
- Managed several GitHub projects in an over arching GitHub repository for various software programs for different teams.
- Maintained team member access to GitHub, pushed software revisions for projects, ensured team members correctly branched and pulled repositories for testing software changes before pushing the changes to the master branch.
- Created and maintained a back up GitHub repository after an incident that resulted in several GitHub projects in the main repositories being corrupted.
- Debugged known issues with programs for teams when the members could not find the issues. These programs were mainly written in Robot C, C#, Python, and Java.
- Conducted research into the feasibility, design, operation, and performance of robotic mechanisms, components, and systems, such as Unmanned Ground Vehicles, Humanoid Robot platforms (such as BAXTER), and other robotic platforms.
- Documented robotic application development, maintenance, or changes in a clear and easily searchable manner.
Assistant Store Manager
Van Doren Jewelers
Woodbridge, VA
07.2015 - 05.2017
- Provided excellent customer service by greeting and assisting customers with choosing jewellery that fit their budget and style.
- Responded to customer complaints with thoughtful and empathetic resolutions to their grievances.
- Planned and prepared work schedules and keep records of employees' timecards to ensure that the team members were correctly paid for their time.
- Opened the store at the beginning of every work day and locked up and enabled the alarm at the end of the work day.
- Oversaw a team of 4 sales representatives and assisted with day-to-day operations at the store.
Education
Bachelor of Science - Computer Engineering
George Mason University
Fairfax, VA 09.2015 - 11.2019
High School Diploma -
St. Mary's Ryken High School
Leonardtown, MD 09.2012 - 08.2015
Skills
Software Debugging
undefinedCertification
CSM Certified
Similar Profiles
Sruthi RajakarierSruthi Rajakarier
Technical Project Manager (Market Data) at Options Information TechnologyTechnical Project Manager (Market Data) at Options Information Technology
Hao Yuan (Mark) ChenHao Yuan (Mark) Chen
Research Engineer at Institute for Information Industry (III) / Taiwan Association of Quantum Computation and Information Technology (TAQCIT)Research Engineer at Institute for Information Industry (III) / Taiwan Association of Quantum Computation and Information Technology (TAQCIT)
Shakibu Mussa NsekelaShakibu Mussa Nsekela
Senior Accounts Officer at Ministry of Information, Communication and Information TechnologySenior Accounts Officer at Ministry of Information, Communication and Information Technology
Jamie ParrecoJamie Parreco
Director of Meetings at SCAIDirector of Meetings at SCAI
JORDAN GOSS-PACKARDJORDAN GOSS-PACKARD
ICU Nurse at The George Washington University HospitalICU Nurse at The George Washington University Hospital