Robert Eshelman
York,PA
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
14
14
years of professional experience
Work History
IT Support Specialist
First Capital Federal Credit Union
York, PA
08.2020 - 02.2022
- My responsibilities include but are not limited to assisting end users with any and all issues they may come upon
- Setting up new workstations for new users
- Adding new users in AD
- Releasing security patches and system updates.
- Delivered onsite technical support for 100 employees
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Created help desk tickets, troubleshot and resolved desktop issues
- Determined hardware and network system issues using proactive troubleshooting techniques
- Coordinated with telecommunications providers to discern and address third-party outages and related impacts
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
- Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices and software to set up work stations for employees
Technology Specialist
Central York School District
York, PA
08.2017 - 02.2020
- Troubleshoot problems with computers and other equipment; assist users with full utilization of available hardware and software
- Setup new staff users and students
- K-3
- Troubleshoot printers and copiers issues
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Administered networks by creating user accounts and managing permissions
- Logged updates on support tickets to communicate status to users and managers
- Maintained equipment in good working order for school-wide use
- Tracked loans of media equipment and materials
- Executed setup and breakdown of speakers, cables and computers
Information Technology Associate
AAA Southern Pennsylvania
York, PA
11.2007 - 11.2016
- Entrusted as a member of a network team to provide helpdesk support to users across multiple locations throughout south-central Pennsylvania
- Remote locations were supported primarily via telephone communications
- Provided on-site visits to resolve hardware issues and researched client issues to resolve complaints promptly
- Responsible for e maintenance of active directory of all users
- Constantly tracked set-up of new users as well as deletion of terminated and separated employees
- Installed VMware cloud and virtualization software and services across entire Southern Pennsylvania network
- Installed and maintained Symantec software for security and back-up capabilities
- Supported users in various versions of Microsoft operating systems including XP, Release 7, and Server R2
- Incorporated mail room responsibilities into daily duties allowing the company to further reduce employment needs by one person.
- Set up equipment for employee use by properly installing cables, operating systems and appropriate software
- Configured copiers and printers for network connections to allow wireless and network printing
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Developed training materials and procedures and trained users in proper use of hardware and software
Computer Assistant Externships
Acco Material Handling Solutions & Opsec Security
York , PA
06.2007 - 08.2007
- Assisted the IT group in of both companies in scanning sales and engineering files into a network- based database
- Upgraded all York employee computer workstations with latest version of anti-virus software
- Configured new computers for users in both organizations
- Assisted users in any hardware/software problems that were encountered.
- Conducted research, gathered information from multiple sources and presented results
- Developed and maintained courteous and effective working relationships
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Gathered, sorted and scanned documents to enter into computer system
IT Support Specialist
YTI Career Institute
York, PA
08.2006 - 12.2006
- Efficiently and effectively monitored the support desk phone
- Accurately prepared internal customer report/repair forms
- Resolved and repaired end-user issues
- Responsible for PC repairs and assisted with software installations.
- Monitored company inventory to keep stock levels and databases updated
- Demonstrated respect, friendliness and willingness to help wherever needed
- Identified issues, analyzed information and provided solutions to problems
- Used Microsoft Word and other software tools to create documents and other communications
Education
High School Diploma -
Associate Degree - Specialized in Computer Systems Specialist Business
Skills
- Microsoft Windows and Office
- Help Desk Support
- Training Materials Development
- Organizational Skills
- Tracking and Documentation
- Hardware and Software Repair
- Troubleshooting Network Issues
- Friendly and Patient
- Technical Troubleshooting
- Employee Computer Support
- User Training
- Customer Service Support
- Resolving Problems and Incidents
- Positive and Upbeat
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
IT Support Specialist - First Capital Federal Credit Union
08.2020 - 02.2022
Technology Specialist - Central York School District
08.2017 - 02.2020
Information Technology Associate - AAA Southern Pennsylvania
11.2007 - 11.2016
Computer Assistant Externships - Acco Material Handling Solutions & Opsec Security
06.2007 - 08.2007
IT Support Specialist - YTI Career Institute
08.2006 - 12.2006
York Suburban High School - High School Diploma,
YTI Career Institute - Associate Degree, Specialized in Computer Systems Specialist
Business