Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Robert Bugbee

Portland

Summary

Dynamic IT Specialist with over 6 years of experience in technical support and team leadership. Proven ability to streamline workflows and surpass KPIs while managing teams to enhance client support initiatives. Recognized for developing training processes focused on compliance and data security. Aiming to leverage expertise to elevate the IT service desk experience and effectively meet the needs of any organization.

Overview

18
18
years of professional experience

Work History

IT Specialist Contractor

Contractors Easy
Portland
08.2021 - Current
  • Various IT departments and positions

Tier 1 and 2 Technical Support/Team Lead

PACIFIC OFFICE AUTOMATION
Beaverton
03.2019 - 08.2021
  • Led a team of 6 personnel (3 Tier 1 and 3 Tier 2) to achieve optimum performance.
  • Streamlined daily workflow processes to enhance support efficiency for business needs.
  • Utilized analytics to guide team direction, optimizing client support initiatives.
  • Surpassed all KPIs for measuring agent performance and service standards.
  • Acted as a liaison between Technical Account Managers and Sales Representatives to ensure effective communication.
  • Contributed to the recruitment and training of new technicians to build a skilled support team.

Tech Support Analyst

ECLIPSE SENIOR LIVING
Lake Oswego
02.2018 - 02.2019
  • Served as one of 3 remote technicians responsible for integrating various networks.
  • Engineered training processes with a strong focus on PII and HIPAA compliance to ensure data security.

Service Coordinator

CONVERGENCE NETWORKS
Milwaukie
05.2017 - 02.2018
  • Evaluated technical cases for appropriate assignment across various support levels.
  • Assisted with operational requests from 3 teams to enhance service delivery.

Contractor

MERCY HOSPITAL
Oklahoma City
01.2016 - 10.2016
  • Maintained and repaired all HVAC equipment and components to ensure optimal hospital operations.

Technical Support Analyst 1

DELL FEDERAL
Oklahoma City
01.2014 - 10.2016
  • Managed government Tier 1 cases to provide timely resolutions.
  • Educated users on application functionalities to enhance their technological proficiency.

Technical Support Analyst

DELL INC
Oklahoma City
09.2007 - 10.2013

Education

Associates of Science -

THREE RIVERS COMMUNITY COLLEGE
Poplar Bluff
06.2007

Skills

  • Cloud-based systems
  • Networking
  • VMware
  • Citrix
  • Firewalls
  • Deskside troubleshooting
  • Remote desktop troubleshooting
  • Escalation management
  • Data management
  • Security compliance (HIPPA)
  • Technical support
  • Network management
  • Troubleshooting
  • Office 365
  • Remote access software
  • Windows Server
  • Disaster Recovery
  • Information Security
  • Project management
  • SQL
  • Help Desk
  • Service Desk
  • Call Center
  • Customer Service
  • Cognitive problem solving
  • Conflict resolution
  • Team leadership
  • Motivational skills
  • PC Knowledge
  • Communication Skills
  • Problem Tracking
  • Incident Management
  • Network Utilities
  • Attention to Detail
  • ITIL Certification
  • Service Desk Experience
  • Software Installation
  • User Interaction
  • Windows and Mac Support
  • Call Management
  • User Support

References

  • Robert Bugbee, Supervisor, Consulting, (503) 857-8549, rbugbee@yahoo.com
  • Leitha Ross, Supervisor, PACIFIC OFFICE AUTOMATION, 306-695-1109
  • Nenita Hill, Supervisor, ECLIPSE SENIOR LIVING, 971.254.1368
  • Greg Hunter, Supervisor, CONVERGENCE NETWORKS, 503.906.1600

Languages

English, Fluent Written/Verbal

Timeline

IT Specialist Contractor

Contractors Easy
08.2021 - Current

Tier 1 and 2 Technical Support/Team Lead

PACIFIC OFFICE AUTOMATION
03.2019 - 08.2021

Tech Support Analyst

ECLIPSE SENIOR LIVING
02.2018 - 02.2019

Service Coordinator

CONVERGENCE NETWORKS
05.2017 - 02.2018

Contractor

MERCY HOSPITAL
01.2016 - 10.2016

Technical Support Analyst 1

DELL FEDERAL
01.2014 - 10.2016

Technical Support Analyst

DELL INC
09.2007 - 10.2013

Associates of Science -

THREE RIVERS COMMUNITY COLLEGE

Similar Profiles

CREATE PROFILE