Robert Branch
Detroit
Summary
With a strong background in computer hardware/software repair, deskside support, and IT systems administration, seeking to leverage extensive experience to enhance IT operations, security, and efficiency. Recently acquired skills in Cyber Security and Software Assurance, eager to apply in order to further contribute to the success of an organization. By combining technical expertise with passion for ensuring optimal IT performance, confident in ability to make a valuable impact in the field.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Technician (ITS SCADA Real-time Support team)
Strategic Staffing Solutions
05.2024 - 09.2024
- Delivered critical IT support to internal and external clients by troubleshooting and resolving technical issues with workstations, routers, switches, hubs, and radios, ensuring minimal downtime and optimized system performance
- Spearheaded hardware installations and upgrades, including video cards, hard drives, monitors, and cabling, enhancing operational efficiency and reducing service interruptions
- Successfully managed and imaged systems, performing detailed troubleshooting and diagnostics on user workstations to ensure quick and accurate issue resolution
- Utilized Active Directory, Jump Server, Microsoft Teams, Microsoft SharePoint, and Remote Desktop Connection to provide seamless remote and on-site support, facilitating effective collaboration and communication across teams
Field Service Technician
Akkodis
05.2022 - 11.2023
- Provided expert on-site technical support and troubleshooting for medical devices and IT equipment at healthcare facilities, ensuring seamless operations and minimizing downtime
- Delivered comprehensive IT infrastructure support, including hardware repairs and system troubleshooting, leading to improved system reliability and efficiency
- Proactively ensured optimal functionality of IT systems and medical devices, enhancing client satisfaction and supporting the continuous delivery of critical healthcare services
Field Technician II
Science Applications International Corporation (SAIC)
10.2020 - 04.2022
- Successfully executed remote PC migrations from Windows7 to Windows10, ensuring smooth transitions and minimal disruption to user operations
- Conducted comprehensive data backups and application installations post-imaging, maintaining data integrity and optimizing system functionality for end-users
- Managed inventory of FAA assets, meticulously updating Active Directory with accurate asset information to support streamlined IT asset management
- Utilized tools such as Active Directory, Remedy IT Service Management, Dameware Mini Remote Control, and Microsoft Teams to enhance workflow efficiency and communication
Migration/Deployment Technician
TekSystems
03.2020 - 10.2020
- Led and executed seamless PC migrations from Windows7 to Windows10, ensuring minimal downtime and user disruption
- Conducted thorough data backups and efficiently reinstalled necessary applications post-imaging, guaranteeing smooth user experiences and system readiness
- Streamlined asset management by accurately tracking and updating FAA assets in Active Directory, ensuring real-time visibility and compliance with inventory standards
Field Tech Associate
NTT Data
03.2019 - 03.2020
- Delivered exceptional technical support by efficiently resolving hardware, software, and networking issues via email, chat, and phone, ensuring timely solutions for customers
- Diagnosed and troubleshot technical problems, identifying defective products and coordinating service calls in adherence to company guidelines to ensure swift resolution
- Educated and guided customers through technical processes, ensuring complete and accurate solutions in line with procedural best practices
- Proactively monitored and tracked customer issues, improving resolution accuracy and customer satisfaction
- Utilized Microsoft Office Suite, Skype for Business, ServiceNow Service Management, and Microsoft Teams to streamline communication and issue tracking
Asset Management Service Delivery
GDH Consulting
08.2017 - 01.2019
- Streamlined asset management processes by reconciling field service inventory data with asset management records, ensuring accuracy and timely resolution of discrepancies in collaboration with field services, facilities, and AT&T
- Efficiently created, searched, and updated Configuration Item (CI) records, enhancing data integrity and supporting seamless asset tracking
- Proactively added relevant details and linked related items to CI records, improving overall asset visibility and management efficiency
PC/Deskside Support
Pomeroy IT Solutions
12.2016 - 06.2017
- Provided deskside and remote support for hardware and software issues, including troubleshooting, password resets, and network configuration
- Assisted with break/fix procedures and software installation for end-users
Field Service Technician
Elite Networking & Consulting
03.2016 - 12.2016
- Delivered comprehensive technical support by assisting users with PC, network, hardware, software/application, and printer issues, ensuring efficient Break/Fix resolutions
- Expertly imaged new machines, provided deskside support, installed software, performed PC repairs, replaced parts, and executed virus/malware removal to maintain system functionality
- Responded promptly to customer technical issues related to hardware, software, and networking via email, chat, and phone, consistently providing effective solutions and improving user satisfaction
Education
Master of Science -
Davenport University
Grand Rapids, MI12.2022
Bachelor of Science - Information Assurance & Cyber Security
Colorado Technical University
Colorado Springs, CO05-2020
Skills
- Hardware: Advanced troubleshooting and repair of computer hardware, peripherals, network devices (routers, switches, hubs), and servers
- Operating Systems: Microsoft Windows XP, Vista,7,8,10,11, IBM AS/400
- Software: Microsoft Office365, Microsoft Teams, Remedy IT Service Management, Zoom, Active Directory, Google Workspace, Various Antivirus Software, Manage Soft Windows Deployment Manager
- Network Support: LAN troubleshooting, network connectivity, configuration of network groups, users, rights associations, and managing network devices
- Diagnostic Tools: Experience with specialized diagnostic tools for hardware/software issues and elevated troubleshooting privileges
- Other: Remote support tools, including Jump Server, Dameware Mini Remote Control, Remote Desktop Connection
Certification
HDI Desktop Advanced Support Technician Certification
Accomplishments
- Problem Diagnosis and Resolution: Extensive experience in diagnosing and resolving hardware/software/network issues through both on-site and remote support, ensuring minimal downtime.
- Implementation and Support: Led the deployment of hardware/software systems, including data migrations, server configurations, and network support.
- Leadership and Coordination: Worked with teams to develop processes and procedures for efficient IT support, overseeing technical tasks and ensuring implementation standards are met.
- Training and Development: Contributed to the training of IT staff on diagnostic tools, IT procedures, and troubleshooting techniques.
- Documentation and Reporting: Prepared technical documentation, including operational procedures and troubleshooting guides, ensuring smooth operations and knowledge transfer within teams.
- Security and Backup: Administered local and remote backup systems, enforced security standards, and implemented virus/spyware remediation measures.
Acquired Skills
- Communication & Customer Service: Skilled in communicating with users, staff, and management to resolve technical issues.
- Leadership & Collaboration: Ability to lead teams, coordinate projects, and manage technical tasks efficiently.
- Technical Expertise: Extensive hands-on experience with hardware/software troubleshooting, system imaging, and network support.
Software/Applications Used
- Technical Tools: Remedy IT Service Management, Microsoft Teams, Zoom, Microsoft Office365, Google Workspace, Active Directory, and various remote desktop tools.
- Operating Systems: Microsoft Windows XP, Vista,7,8,10,11, IBM AS/400.
Timeline
IT Technician (ITS SCADA Real-time Support team)
Strategic Staffing Solutions
05.2024 - 09.2024
Field Service Technician
Akkodis
05.2022 - 11.2023
Field Technician II
Science Applications International Corporation (SAIC)
10.2020 - 04.2022
Migration/Deployment Technician
TekSystems
03.2020 - 10.2020
Field Tech Associate
NTT Data
03.2019 - 03.2020
Asset Management Service Delivery
GDH Consulting
08.2017 - 01.2019
PC/Deskside Support
Pomeroy IT Solutions
12.2016 - 06.2017
Field Service Technician
Elite Networking & Consulting
03.2016 - 12.2016
HDI Desktop Advanced Support Technician Certification
Master of Science -
Davenport University
Bachelor of Science - Information Assurance & Cyber Security
Colorado Technical University
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