Robbie Thomas

• Configured and maintained network devices, ensuring optimal connectivity for all users.
• Collaborated with teams to implement security protocols and safeguard sensitive data.
• Coordinated with vendors for procurement and installation of IT equipment and tools.
• Troubleshoot and repair hardware malfunctions to minimize downtime
• Provided technical support for hardware and software issues across departments.
• Developed documentation for system processes and user guidelines for staff training.
• Conducted regular audits of IT systems to identify vulnerabilities and improvements.
• Addressed emergent issues and technical problems by assisting project planning staff with developing action plans and appropriate solutions.

• Configured and maintained system hardware, software and network components.
• Installed, tested and evaluated new systems, applications and patches.
• Created user accounts and managed access rights for users.
• Troubleshot application errors and provided technical support to end-users.
• Performed regular backups of critical data and documents.
• Implemented security measures such as firewalls, antivirus programs.
• Provided guidance on best practices related to system administration procedures.
• Maintained inventory of hardware assets including servers, laptops, desktops.
• Ensured compliance with all applicable laws and regulations regarding information security standards.
• Evaluated vendors' products against industry standards to make purchasing decisions.
• Coordinated with third-party vendors for resolution of incidents or provisioning services.
• Set up, optimized and managed network equipment.
• Deployed operating systems upgrades and security patching in accordance with IT policies.
• Oversaw storage management, data migration, backups and drive replacements.

• Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
• Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing.
• Assessed end-user needs to implement new or modify existing software and systems to achieve IT objectives.
• Compiled technical specifications and software design information for technical documentation.
• Recommended security solutions to prevent cyber threats like malware, phishing and ransomware attacks.
• Monitored system upgrades, patches, service packs, hot fixes and new configurations.
• Managed employee access, security roles and permissions.
• Determined and alleviated hardware, software and network issues.

• Performed troubleshooting duties and provided server management expertise via remote and in-person interactions.
• Handled troubleshooting tasks for Local Area Networks, Wide Area Networks and voice systems to reduce network connectivity problems.
• Studied network security logs to identify and eliminate outside and internal threats.
• Managed Azure, AD, Office 365 for employee management
• Assist with Network configurations incorporating hardware from multiple providers, harmonizing and securing multi-vendor frameworks during installation and beyond.

Handle employee management in Azure, AD, Office 365.

Management and configuration in Azure and AWS(VDI)

• Conferred with vendors to obtain replacement hardware or software, and escalate more complex concerns.
• Documented repair processes and help streamline procedures for future technical support actions.
• Travel on-site for new cloud clients Go-LiveVDI(AWS)
• Drafted technical documents, including whitepapers, user manuals, implementation documentation, and support base entries.
• Installed software updates and vulnerability patches on Labtech
• Responded to individual tickets daily to provide end-user support on ConnectWise.
• Handle escalations from Tier 1 Technicians for Business Critical and various issues.
• Ability to multitask in a fast-pace MSP.

• Engaged customers to identify needs and recommend suitable products.
• Demonstrated product features and benefits to enhance customer understanding.
• Collaborated with team members to improve sales strategies and customer outreach.
• Provided feedback to management about customer preferences and potential improvements.
• Developed key customer relationships to increase sales.
• Analyzed customer feedback to improve products and services.

• Reviews customer's complaint to determine details of equipment problems.
  
• Conducts diagnosis of problems according to customer complaint Advises customer call center concerning equipment operation
  
• Repairs laptop and desktop units according to requirements, analyzes equipment performance assess equipment functioning.
  
• Adjusts mechanical parts to maintain machines' operating efficiency and to prevent breakdowns or repeat return for repair Completes repair ticket (traveler)
  
• Reads and researches specifications, such as blueprints, charts, or schematics, to determine machine settings or adjustments
  

• Engaged customers to identify technology needs and recommend suitable products.
• Demonstrated product features and benefits to enhance customer understanding.
• Processed sales transactions efficiently using point-of-sale system.
• Trained new associates on product knowledge and sales techniques effectively.
• Resolved customer inquiries and issues promptly to ensure satisfaction.
• Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.