Robert McCarthy

I have 22 plus years in the library industry. I worked with Public Libraries across the country. I setup Windows server, windows domain controller, RFID, SIP2. I installed and supported Polaris software.

• Installed software updates and vulnerability patches on Windows servers to prevent possible threats from penetrating networks.
• Observed system functioning and entered commands to test different areas of operations.
• Completed root cause analysis on routine and complex problems.
• Updated software versions with patches and new installations to close security loopholes and protect users.
• Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
• Removed malware and viruses from laptops and desktop systems using specialized software.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
• Collaborated with outside departments to implement system-wide improvements.
• Implemented technical solutions to solve customer issues and increase satisfaction.

• Developed and monitored budgets for service department and informed dealership management of variances.
• Directed team of service professionals focused on auto repair.
• Model expected customer service standards to promote customer satisfaction, loyalty and retention.
• Defined department objectives and monitored performance.
• Effectively communicated and analyzed issues with customers to provide satisfactory solutions.
• Enforced adherence to customer service standards to foster satisfaction and retention.
• Oversaw service department budget and informed management of discrepancies.