MARK ROBINSON
Wilmington,DE
Summary
IT Professional seeking to join the team in a successful reputable company. Utilize my many years of professional experience in a corporate environment and add growth to the overall success of the company. Self-starter, technically proficient. A team player with proven leadership ability. Managed large budgets ~ two million dollars. Information Technology, hardware, and software conversions/updates, along with the ability to teach others results in proven goal-oriented results.
Overview
23
23
years of professional experience
Work History
Senior Regional Service Center Reclamations Tech.
Siemens Medical Healthineers Corporate, USA
08.2021 - Current
- Championed cross-departmental initiatives aimed at promoting operational efficiencies that led to increased profitability.
- Mentored team members on best practices, fostering a culture of collaboration, learning, and high performance.
- Supported Regional and National Computer Hardware for all Siemens employees.
- Enhanced operations of the Regional Service Center implementing functional processes.
- Managed resources efficiently to optimize service delivery across multiple locations in the region.
- Implemented quality assurance measures to ensure consistent service excellence throughout all regional locations.
- Established key performance indicators for monitoring regional success, ensuring timely corrective actions when necessary.
Field Tech Associate/Desktop Support Technician L2
NTT DATA Services
09.2019 - 03.2021
- Coordinated with End User on expectations and availability to conduct Managed Client Services.
- Perform troubleshooting, part replacement, system upgrades, and basic deployments & repair Client Assets.
- Strive to meet all Client SLA's & Customer Satisfaction Goals within 100% of End Users.
- Ensure Customer Satisfaction by advising Customers of Preventative maintenance and configurations which impact product performance.
- Identify potential issues to enhance the End User experience to consistently deliver excellent customer service.
- Asset Inventory, Setup, and Delivery as well as Asset Disposal and Quarantine Utilizing Service Now Ticketing System.
- Infrastructure (MAC-D) Move, Add, Change, Disposal.
- Install and configure as well as update and patch Microsoft Office 365.
- Install, configure and patch all end user requires software.
- Managing stocks of equipment, consumables and other supplies.
- Document all transactions on the Service Now Ticketing System.
Field Tech Associate/Desktop Support Technician L2
DecisionOne Corporation
02.2019 - 09.2019
- Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
- Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
- Perform troubleshooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets.
- Identify potential issues to enhance the End User experience to consistently deliver excellent customer service, and configuration support.
- Strives to meet all Client SLA's & Customer Satisfaction Goals within 100% of End Users.
- Follows predefined procedures and tasks in everyday activities.
- Ensures Customer Satisfaction by advising Customers of preventative maintenance and configurations which may impact product performance.
Technical Community Support Agent/Technical Support Representative
Ring Solutions
09.2017 - 09.2018
- Provide 100% of technical support with Ring devices and software for all Ring Neighbors.
- Resolve issues from both CONUS and OCONUS Neighbors.
- Develop specialized knowledge/skills in company systems and configuration.
- Proven ability to consistently deliver excellent customer service, and administration configuration support.
- Maintain exceptional levels of communication with 100% of end users.
- Collaborate with engineering and support teams to launch projects on time and within budget.
- Tested and implemented new technology-based global projects such as Ring Protect.
IT Support Representative L3/Senior Desktop Support Technician
Comcast Business Services
08.2011 - 06.2016
- Provided 100% of technical support with laptops, desktops, and IT support projects for 500 to 1000 internal employees.
- Set-up deployed and repaired 100% of the laptops, desktops, printers, and peripherals.
- Developed specialized knowledge/skills in voice networks. Responsible for 100% of the AVAYA phone platform configuration.
- Single point of focus for Wired and Wireless hardware administration configuration support.
- Strengths in network protocols, TCP/IP, routing, subnets, VOIP.
- Developed, implemented, and maintained disaster recovery and back-ups.
- Maintained exceptional levels of communication with 100% of end- users.
- Team Lead managing desktop, laptop, and ancillary devices in Corporate environment for 500 to 1000 internal customers in a level 3 supporting role.
- Worked directly with File Transmission File Transmissions and File Transmission Protocols. (FTP, HTTP, HTTPS, etc.).
- Installed, configured, and supported software from multiple sources such as Microsoft and other Enterprise Applications.
- Worked directly with internal and external departments, clients, and managers to achieve desired results across all platforms.
Customer Account Executive
Comcast Business Services
07.2008 - 08.2011
- Delivered on-site IT and technical support for customers.
Contractor, Technical Engineer
Comcast Business Services (Tech USA Corporation)
06.2007 - 07.2008
- Translated technical specifications into detailed product requirements.
Systems Administrator
Enterprise Information Systems, Lockheed Martin, Corp
06.2001 - 03.2002
- Gathered detailed use case and requirements through regular on-site visits, virtual meetings, and customer advisory board sessions. Responsible for 2-million-dollar budget including return on investment calculations with supporting data.
Education
Aeronautical Science - Aeronautical Sciences Major
Embry-Riddle Aeronautical University
Daytona Beach, FL09.1984
Skills
- Business process improvement
- Strategic planning
- Results-Oriented
- Effective Multi-Tasker
- Systems Development Life Cycle (SDLC)
- Change management
- Service-oriented architecture
- Requirements gathering
- Collaboration tools
- Team player
Productivity Software
- Microsoft Office/ Office 365 Suite of Software
- Conference calling Software ( Skype, Zoom, Microsoft Teams, Ring Central)
- Service Now Ticketing System Software
- Network Protocols , TCP/IP
- All Microsoft Windows Including 10 & 11 OS
- Apple IOS, iPhone, Android Software
- Microsoft OneDrive Set-up & Configuration
- Microsoft System Center Configuration Manager (SCCM), re-named to Microsoft Endpoint Configuration Manager (MECM)
- Sharp, Remedy (BMC), Tivoli Software
- Active Directory (ADMIN)
Timeline
Senior Regional Service Center Reclamations Tech.
Siemens Medical Healthineers Corporate, USA
08.2021 - Current
Field Tech Associate/Desktop Support Technician L2
NTT DATA Services
09.2019 - 03.2021
Field Tech Associate/Desktop Support Technician L2
DecisionOne Corporation
02.2019 - 09.2019
Technical Community Support Agent/Technical Support Representative
Ring Solutions
09.2017 - 09.2018
IT Support Representative L3/Senior Desktop Support Technician
Comcast Business Services
08.2011 - 06.2016
Customer Account Executive
Comcast Business Services
07.2008 - 08.2011
Contractor, Technical Engineer
Comcast Business Services (Tech USA Corporation)
06.2007 - 07.2008
Systems Administrator
Enterprise Information Systems, Lockheed Martin, Corp
06.2001 - 03.2002
Aeronautical Science - Aeronautical Sciences Major
Embry-Riddle Aeronautical University
Similar Profiles
Rita AngioneRita Angione
Vice President of Global Headquarter Support at Siemens Healthineers USAVice President of Global Headquarter Support at Siemens Healthineers USA
Packiyaraj NagarathinamPackiyaraj Nagarathinam
IT Business Partner at Siemens Healthineers USAIT Business Partner at Siemens Healthineers USA
Alexander VelazquezAlexander Velazquez
Customer Service Engineer at Siemens Healthineers USACustomer Service Engineer at Siemens Healthineers USA