Robert Kellam
Minneapolis,United States
Summary
Charismatic, adaptable, and ITIL certified professional with 16yrs experience in fast paced IT environments. I.e. (Medical, Stock Market, and Filtration). Looking to pursue new challenges, and advance skill sets for personal growth, and to be a part of a growing team. Excellent communication and technical skills. Energetic team-player, and USAF Veteran.
Overview
27
27
years of professional experience
Work History
NOC Analyst
Medica
07.2020 - 08.2024
- Proactively reduced network downtime by facilitating weekly engineering meetings with management, and colleagues.
- Worked with engineers to ensure proper updates and regular maintenance was in place to maintain reliable network infrastructure.
- Assisted in identifying potential security risks.
- Main POC for training of off-shore vendor for NOC responsibilities (Capgemini)
- Extensive experience in technical writing (Knowledge Base Articles) for training.
- Maintained strong relationships with key stakeholders across departments to foster collaboration on network initiatives.
- Helped bring attention to repeated issues that could be resolved by automation
- Assisted in training new NOC Analysts, sharing expertise on best practices for issue resolution and escalation procedures.
- Contributed to continuous improvement efforts within the NOC environment by identifying areas of opportunity and proposing innovative solutions.
- Increased customer satisfaction by providing prompt technical support for reported incidents and service requests.
- Collaborated with cross-functional teams to resolve complex network issues, ensuring minimal disruption to endusers.
Service Desk Technician
Medica
02.2014 - 07.2021
- Mentored junior technicians by sharing knowledge and best practices.
- Developed knowledge base articles for common issues, enabling faster resolutions for endusers.
- Collaborated with team members to maintain consistency in service delivery and support quality.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Actively sought feedback from end-users to identify areas for improvement in the service desk function.
- Maintained a high level of satisfaction from customers\end users. Average rating of 4.8/5
- Participated in cross-functional teams to support IT projects, contributing technical expertise as needed.
- Provided exceptional customer service, building rapport and trust with clients through effective communication.
Problem Manager
RBC Wealth Management
02.2013 - 04.2014
- Maintained the efficiency and effectiveness of the Incident Management & Problem Management Processes
- Managed daily operations of Incident and Problem Management
- Prepared and facilitated the weekly Quality Review Meetings and Root Cause Analysis meetings as appropriate
- Drove and developed the Major Incident Process and associated procedures
- Managed the lifecycle of Problems that generate Major Incidents and facilitate multi-team cooperation where applicable
- Provided status updates to all levels of management on the progress of high profile Incidents and Problems
- Managed escalations for Incidents not meeting agreed Service Level Agreement (SLA)
- Provided training for the Incident & Problem Management processes and tools
- Drove the integration of the Incident & Problem Management processes with the other IT Service Management processes to improve efficiency and effectiveness
- Produced Incident and Problem Management reports, as well as reports that support process KPIs
- Review and audit the Incident & Problem Management Process regularly; Ensured all IT teams follow the processes; Monitor Incident and Problem record quality
- Worked cross-functionally with Infrastructure and Applications teams on problem investigation and corrective action follow-ups
- Maintained relationships with Enterprise Incident and Problem Management process teams - including support of the enterprise processes
- Act as liaison and advocate for the organization with regards to all activities pertaining to the development and maintenance of the Incident & Problem Management tools
- Raised and track issues and escalate to appropriate level as required
- Created documentation and communications related to the Incident & Problem Management processes.
Tier 1 Helpdesk
06.2007 - 02.2013
- Provided First-Call Resolution to both internal and external users across the globe
- Extensive experience in HP Service Manager ticketing system versions (7 and 9)
- Responsible for training new service desk technicians including participation in hiring process
- Assigning of weekly duties for entire Service Desk
- Well versed with remote tools for customer assistance (Remote Desktop, LogMeIn and PCAnywhere)
- Assisted with tests of hardware or software to ensure proper compatibility and to anticipate potential user issues
- Good troubleshooting skills both hardware\software and peripherals along with proficient knowledge of Windows XP, 7 and 8 as well as Office Suite and Exchange
- MAC OS
- Efficient knowledge with Windows Registry as well as troubleshooting third party applications
- Fielded an average of 35-40 calls per day
- Provided network password resets, username creations, user permissions and good experience in Windows Active Directory, group policy
- Familiar with Windows command line functions and switches
- Some exposure to Linux\Unix commands as well
- Knowledge in building user profiles and migrating data from server
- Extensive experience supporting remote access users
- (Citrix, XenApp Plugin for both Windows MAC and Macintosh Personal Devices)
- Communication of system outages
- Familiar with workstation monitoring tools
- Removing viruses (Malwarebytes)
- Troubleshooting Network and Personal printers
- Creating user email and IM accounts
- Troubleshooting of user networks and network peripherals for remote access
- Provided personal mobile device support (IPhone, Android and Blackberry)
- Extensive email (Outlook) exposure and troubleshooting capability
- Proficient Internet troubleshooting and working with proxy configurations.
Intern
Rasmussen College
06.2006 - 07.2007
- Assist with maintaining camps network of approximately 400 pcs 7 networked printers and several local printers
- Completed new LAN setup for entire campus
- Deployed new exchange service
- Maintained inventory records for all school IT equipment
- Provided brief introduction to new technology for inbound students
- Collaborated with faculty and management on decisions for new software and hardware for students.
Senior Airman
United States Air Force
10.1997 - 10.2001
- Performed item and monetary accounting and inventory stock control, financial planning and funds control
- Computes requirement, determines allowance, and researches and identifies supplies and equipment requirements, and performs operations involved in storage, inspection, identification, and receipt of property
- Also responsible for facility safety security and conducts daily inventories, operates automated equipment, special purpose government vehicles, and material handling equipment
- Managed and tracked with details military weapons systems valued at $22 plus million dollars
- Controlled shipping and receiving, of a multimillion dollar aircraft parts system
- Maintained excellent customer service with suppliers to ensure all operational needs were met, and technical problems resolved
- Maintained control and ensured the secure disposition of all classified documentation within my area of responsibility
- Squadron Health Advisor, Sports Coordinator and writer for sports column.
Education
Network Administration, Information Technology -
Rasmussen College-Minnesota
Skills
- IT Hardware Support
- Vendor coordination
- Teamwork and Collaboration
- Problem-Solving
- ITIL Certified
- Incident Management
- Software Installation
- System monitoring
- Network Troubleshooting
Honors Awards
Honorable Discharge
Currentlocation
Minneapolis, Minnesota
Personal Information
Title: NOC Analyst at Medica
Boxing Trainer
Avid boxing enthusiast, and trainer for 8yrs. Love to teach, and help other achieve their goals, and assist with mental health.
Languages
German
Professional Working
Timeline
NOC Analyst
Medica
07.2020 - 08.2024
Service Desk Technician
Medica
02.2014 - 07.2021
Problem Manager
RBC Wealth Management
02.2013 - 04.2014
Tier 1 Helpdesk
06.2007 - 02.2013
Intern
Rasmussen College
06.2006 - 07.2007
Senior Airman
United States Air Force
10.1997 - 10.2001
Network Administration, Information Technology -
Rasmussen College-Minnesota
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