Summary
Overview
Work History
Education
Skills
Certification
Acquiredskills
Softwareapplicationsused
Keyresponsibilitiesandachievements
Timeline
Generic

Robert Branch

Detroit,Michigan

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

20
20
years of professional experience
1
1
Certification

Work History

IT Technician (ITS SCADA Real-time Support team)

Strategic Staffing Solutions
Detroit, MI
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
Jacksonville, FL
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)
Reston, VA
10.2020 - 04.2022
  • Successfully executed remote PC migrations from Windows7 to Windows 10, 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 the 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
Hanover, MD
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
Plano, TX
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
Plano, TX
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
Hebron, KY
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
Southfield, MI
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
12.2022

Bachelor of Science - Information Assurance & Cyber Security

Colorado Technical University
05.2020

Skills

  • Advanced troubleshooting
  • Repair of computer hardware
  • Microsoft Office 365
  • Microsoft Teams
  • Remedy IT Service Management
  • Zoom
  • Active Directory
  • Various Antivirus Software
  • Elevated troubleshooting privileges
  • Microsoft Windows Various Operating Systems

Certification

HDI Desktop Advanced Support Technician Certification

Acquiredskills

  • 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.

Softwareapplicationsused

Remedy IT Service Management, Microsoft Teams, Zoom, Microsoft Office365, Google Workspace, Active Directory, and various remote desktop tools., Microsoft Windows XP, Vista, 7, 8, 10, 11, IBM AS/400.

Keyresponsibilitiesandachievements

  • 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.

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

Master of Science -

Davenport University

Bachelor of Science - Information Assurance & Cyber Security

Colorado Technical University
HDI Desktop Advanced Support Technician Certification
Robert Branch