Robert Brookins
Bellville,Texas
Summary
As the Help Desktop Supervisor with 25 years of experience interacting cordially with a wide range of personalities and satisfying the call center customers and executives by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing, and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff. Working for a Telecommunications company that finally succumbed to COVID-19 related issues. This effect led to a 72-employee reduction on January 5, 2024.
Overview
26
26
years of professional experience
2
2
years of post-secondary education
Work History
Help Desk Supervisor
Logix Communications
01.1998 - 01.2024
- Supported 350+ employees organization with technical assistance via phone, email, and in-person
- Deployed, diagnosed, and resolved hardware and software issues reducing user downtime
- Created and maintained employee profiles in Active Directory
- Managed incident tracking system
- Managed and maintained on-call schedule shared with other Help Desk Techs
- Maintained and managed twelve 3rd party and ten internal portals
- Administrated new employees, updated employee accounts, and managed these users' accounts for 12 locations over two states.
- Creating reports used for bi-annual Security Audits
- Supervised and mentored Help Desk technicians
- Create Microsoft Access database for tracking onboarding and offboarding employees and assigned hardware
- Provided checklists to document and identify applications required per business roles
- Tracked assets being issued and returned during onboarding and offboarding of employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software, and network issues.
- Walked customers through step-by-step problem-solving and enlisted extra help.
- Conducted regular performance reviews for team members, identifying strengths and opportunities for growth while setting clear expectations for future progress.
- Mentored junior team members in developing their technical expertise and customer service skills.
- Tested new software and hardware before deployment.
- Managed high levels of call flow and responded to software technical support needs.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Identified and solved technical issues using a variety of diagnostic tools and tactics.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Managed escalations, collaborating with cross-functional teams to resolve critical cases promptly.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up workstations for employees.
Education
High School Diploma -
Touch Christian High School
Beaumont, Texas 09.1975 - 05.1977
Skills
- Customer Communication and Empathy
- Incoming Call Management
- Remote Technical Support
- Account Administration
- Microsoft Windows and Office
- Software Upgrades
- Application support
- Hardware and Software Repair
- Component Replacement
- Inventory Procedure Documentation
Military Service
United States Navy, 01/01/77, 01/01/89, Honorable Discharge
References
Available upon request
Timeline
Help Desk Supervisor
Logix Communications
01.1998 - 01.2024
High School Diploma -
Touch Christian High School
09.1975 - 05.1977
Similar Profiles
Davis LeBlanc JrDavis LeBlanc Jr
Senior Account Executive at Frontier CommunicationsSenior Account Executive at Frontier Communications
Deepak KumarDeepak Kumar
Snr. Web Developer at E Search Logix Technologies Pvt. LtdSnr. Web Developer at E Search Logix Technologies Pvt. Ltd
Rhiannon BurgosRhiannon Burgos
Teller & Front Desk Representative at Logix Federal Credit UnionTeller & Front Desk Representative at Logix Federal Credit Union
Ciana AvilaCiana Avila
Soccer Experience at Bellville Varsity Girls SoccerSoccer Experience at Bellville Varsity Girls Soccer
Jody McKayJody McKay
AP Specialist at Oldcastle InfrastructureAP Specialist at Oldcastle Infrastructure