Millard Robinson
Atoka,Tennessee
Summary
Detail-focused Desktop - Administrator with over 20 years employing knowledgeable, research-intensive approach to computer hardware and software problem resolution. Expert at performing complex IT troubleshooting and resolution projects. Thorough monitoring of equipment and application performance to meet organizational performance thresholds. Resourceful tracking of industry technology trends and self-observed issue-resolution activity for standards adoption and IT documentation.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Administrator - Desktop
ALSAC/ST. JUDE
07.2002 - Current
- Provides technical support for all computers, iPhones and iPads within organization.
- Providing support and resolution to issues tracked through ticketing system to successful and timely resolution.
- Manage software delivery and production releases.
- Ensure seamless deployment of new software components.
- Utilize strong written and verbal communication skills.
- Collaborate with cross-functional teams and business users.
- Working with all levels within organization.
- Create and maintain technical documentation.
- Detail installation procedures and operational guidelines.
- Maintain, repair computers, diagnosed and resolved problems, and determined if situation requires service calls.
- Point of contact for ordering and upgrading all iDevices within organization.
- Lead project teams to successful completion, led team in absence of Scrum Masters.
- Manage iPhone/iPad inventory.
Computer Support Specialist I
ALSAC/ST. JUDE
11.2007 - 05.2012
- Provide technical assistance to local and regional staff in use of computers, answered technical questions and provided solutions.
- Installed new programs and provided instructions to new users.
- Maintained and repaired computers diagnosed and resolved problems, and determined if situation requires a service call.
- Resolved computer and system networking problems to maintain user productivity.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Monitored hardware, software, and peripheral performance against organizational expectations.
- Tracked issue resolution policies to maintain compliance with internal standards.
Fulfillment Supervisor
ALSAC/ST. JUDE
10.2005 - 11.2007
- Responsible for scheduling and prioritizing work in Fulfillment department and supervising clerical staff in order to insure that various responsibilities of department are completed in an accurate and timely manner.
- Maintain inventory in warehouse and shipping area for filling orders for coordinators including materials for events and incentives for completed events.
- Maintain reports to monitor scheduled events to guarantee time sensitive mailings.
- Proofs correspondence for all programs; update changes in program years and cure rate percentages
- Train, develop and evaluate Fulfillment clerical staff.
Assistant Program Supervisor
ALSAC/ST. JUDE
07.2002 - 10.2005
- Responsible for assisting supervisors, handling questions and problems, overseeing the floor when supervisor is not available; training Volunteer Service Representatives on new programs or changes, working on recruitment and following up in an accurate timely manner
- Assists with coaching VSR’s on script development and floor operations, also monitoring VSR’s performance on an ongoing basis for all campaign projects
- Assists with timekeeping system and assuring attendance policies are followed
- Assists Coordinators for fund raising events with ordering supplies as needed
- Create reports that forecast calls to be completed for servicing coordinators.
Help Desk Technician
The University of Memphis
08.2002 - 03.2005
- Provides phone support to work station and PC users, answers questions regarding systems; logs and tracks questions and problems utilizing Information Systems helpdesk software and standards (ARS systems); monitors requests to successful and timely resolution
- Provide technical assistance to faculty, staff and students in the use of library’s computers, answered technical questions and provided solutions
- Installed new programs and provided instructions to new users
- Responsible for creating and maintaining desktop images for Staff and Faculty
- Assisted in the administration of seven servers and maintains 300 plus workstations; setup user accounts on servers and trained new employees in using new software and hardware
- Maintained and repaired computers, diagnosed and resolved problems, and determined if situation requires a service call, maintained equipment inventory reports and records
- Research innovative and effective uses of technology and consult with purchase of compatible software.
Team Leader
STREAM INTERNATIONAL, INC.
06.2000 - 07.2002
- Responsible for assisting in managing a team of agents and ensuring all polices are followed and team metrics are met.
- Coordinate account operations with other departments and outside vendors.
- Duties involved time reporting, personnel training and reviews
- Contribute to the establishment of achievable goals to effectively increase technical communication, and customer service skills of support services representatives.
- Provide guidance to technical support technicians in problem solving and using resources.
- Help developed data analysis reports to improve metrics and customer service
- Created excel SSR development to determine employee rankings.
Support Service Representative
STREAM INTERNATIONAL, INC.
12.1998 - 06.2000
- Provide responsive and competent telephone support to customers in areas of product features, installation, and use of specified software, hardware and Internet products.
- Resolve difficult technical issues through phone support for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving support issues.
- Consistently met or exceeded performance metrics while maintaining high levels of customer satisfaction.
- Maintained accurate records of customer interactions, ensuring proper documentation for future reference through ARS (Remedy).
Education
Associate of Science - Computer Engineering
State Technical Institute of Memphis
Memphis, TN06.2000
Skills
- Remote Support
- Software Installation
- Printer setup
- IT Documentation
- Application support
- Mobile Device Support
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
Certification
Certified Scrum Master, 12/08/17
Work Cell Phone
901-505-1355
Awards
University of Memphis Out Standing Employee Award Period 2 ‘03
Timeline
Computer Support Specialist I
ALSAC/ST. JUDE
11.2007 - 05.2012
Fulfillment Supervisor
ALSAC/ST. JUDE
10.2005 - 11.2007
Help Desk Technician
The University of Memphis
08.2002 - 03.2005
Assistant Program Supervisor
ALSAC/ST. JUDE
07.2002 - 10.2005
Administrator - Desktop
ALSAC/ST. JUDE
07.2002 - Current
Team Leader
STREAM INTERNATIONAL, INC.
06.2000 - 07.2002
Support Service Representative
STREAM INTERNATIONAL, INC.
12.1998 - 06.2000
Associate of Science - Computer Engineering
State Technical Institute of Memphis
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