Alexander Robinson
Charlotte,NC
Summary
High-performing IT Support Professional with 4+ years of experience managing complex technical solutions in enterprise environments of 8,000+ users. Expert in Microsoft Azure Administration, Mobile Device Management (MDM), and SaaS Administration (Zendesk, Salesforce, OMNI). Proven track record of exceeding SLAs by resolving 140+ tickets weekly and maintaining high CSAT scores. Skilled in Active Directory, VPN configuration, and cross-platform support for Windows, macOS, and mobile OS.
Overview
11
11
years of professional experience
Work History
Independent Contractor & Technical Upskilling
Self-employed/DoorDash
02.2024 - Current
- Operational Efficiency: Managed high-volume, time-sensitive logistics tasks, maintaining a 4.98+ rating by adhering to strict Service Level Agreements (SLAs) for delivery and accuracy.
- Problem Solving: Utilized real-time data and GPS navigation systems to optimize routes and troubleshoot logistical bottlenecks in a fast-paced environment.
- Customer Success: Provided high-touch service to a diverse client base, resolving fulfillment issues on-the-spot to ensure 100% satisfaction.
Business Application Support
United Rentals
01.2020 - 03.2024
- Promoted from Level II Analyst to assist with support management cases, overseeing complex escalations and specialized software troubleshooting.
- Managed daily Zendesk ticket queues, resolving 140+ customer queries and technical issues weekly with a consistent resolution time of under 2 hours.
- Administered Mobile Device Management (MDM) via Microsoft Azure to organize, deploy, and secure hardware resources including Desktops, Laptops, and Printers.
- Collaborated with Product and Engineering teams to identify and troubleshoot software bugs, directly enhancing product reliability and user satisfaction.
- Developed and delivered 1-on-1 technical coaching for 5-10 users weekly, increasing SaaS adoption and reducing recurring support requests through step-by-step guidance.
- Maintained secure remote access for a distributed workforce via VPN configuration and connectivity troubleshooting.
- Optimized data integrity by utilizing Excel to audit and resolve FAST transaction header errors for accurate operational reporting.
User Support Specialist
Castlight Health
09.2018 - 12.2019
- Provide troubleshooting steps for End Users through company developed app and website.
- Performed SDLC functions with the product development team to improve end user experience.
- Software as a Service (SaaS).
- Knowledge of ticket escalation that's reported through JIRA software that involves critical thinking for resolution.
Phone Sales Representative
Lending Tree
02.2018 - 12.2018
- Promoted within 3 months of being hired.
- Leader on Daily conversion chart 5 times and top 5 in Month to Date(MTD) conversion chart since February 2018.
- Analyze competitive market strategies through analysis of related product, market, or share trends.
- Use of Office 365 is highly required to connect with co-workers, consumers, and lenders.
- Communicate with customers or others to stay ahead of industry or business trends.
- Manage timely flow of business intelligence information to users.
Security Officer
Allied Universal Security
08.2014 - 02.2018
- Helpful Customer Service.
- Roaming/Building tours.
- Observe and Report.
- Front desk clerk and greeter.
Education
Bachelor of Science - Computer Information Systems
DeVry University
Charlotte, NC01.2018
Associate of Graphic Design - undefined
Art Institute of Charlotte
Charlotte, NC01.2007
Skills
- Cloud & Infrastructure
- Microsoft Azure
- Mobile Device Management (MDM)
- VPN Configuration
- SaaS Administration
- Systems & Software
- Windows 10/11
- Zendesk
- Microsoft Office 365 (Advanced Excel)
- FAST Transaction Systems
- RDP
- Active directory
- Operations
- Level I-III Technical Troubleshooting
- Ticket Queue Management
- Root Cause Analysis
- User Training & Documentation
- Cross-functional Collaboration
PROFESSIONAL DEVELOPMENT
Continuous training in Microsoft Azure Administration and SaaS Support.
Timeline
Independent Contractor & Technical Upskilling
Self-employed/DoorDash
02.2024 - Current
Business Application Support
United Rentals
01.2020 - 03.2024
User Support Specialist
Castlight Health
09.2018 - 12.2019
Phone Sales Representative
Lending Tree
02.2018 - 12.2018
Security Officer
Allied Universal Security
08.2014 - 02.2018
Bachelor of Science - Computer Information Systems
DeVry University
Associate of Graphic Design - undefined
Art Institute of Charlotte