DESI ROBINSON

• Planning and delivering technical support including troubleshooting, installation, removal, moves, system knowledge assistance/training in response to customer requirements.
• Providing a variety of IT support services essential to the effective operation and performance of VA IT systems implemented at the end user location.
• Installing and configuring VA approved software applications, troubleshooting, and maintaining all VA approved customer hardware/software updates.
• Utilizing experience, discretion, judgement and knowledge in the planning, execution, operation and maintenance of IT systems and infrastructure.
• Diagnosing and resolving problems in response to IT reported incidents.
• Ensuring Help Desk tracking and asset information is accurate and developing and maintains accurate and timely entries.
• Evaluating usage patterns and incorporating customer feedback into recommendations for improving the functionality or performance of a given system.
• Managing the movement and installation of IT equipment to assure coordination of IT support and customer service.
• Providing support for technology endpoints by implementing, maintaining, and updating standard baseline configurations by these devices.
• Reviewing proposed changes to the client operations environment, suggesting resolutions, performing account management.
• Identifying and breaking down problems using structured problem resolution approaches.

• Reduced downtime by proactively identifying potential issues and resolving them before they escalated

• Streamlined IT processes with the implementation of automation tools, improving overall efficiency • Collaborated with cross-functional teams to successfully complete complex projects on time and within budget constraints

• Managed critical infrastructure upgrades, ensuring minimal disruption to business operations during transitions

• Helped meet changing demands by recommending improvements to business systems or procedures.

• Assisted in the deployment of new hardware and software upgrades for improved system performance across the organization
• Improved end-user satisfaction by providing timely and effective deskside support for hardware, software, and network issues
• Evaluated new software solutions before deployment to assess compatibility with existing systems infrastructure, minimizing potential conflicts upon implementation
• Offered guidance to junior team members, sharing knowledge and expertise gained through years of experience in deskside support engineering roles.