Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Robert Shockley

Pontiac,MI

Summary

Professional with solid background in service desk operations, equipped to handle complex IT issues and provide exceptional support. Skilled in troubleshooting, system administration, and customer service, ensuring smooth and efficient resolution of technical problems. Strong focus on team collaboration and adaptability, consistently delivering high-quality results in dynamic environments. Known for reliability, keen problem-solving abilities, and proactive approach to meeting user needs.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Service Desk Administrator

Flagstar Bank
07.2021 - Current
  • Responsible for the configuration, deployment, and support of end user systems and infrastructure supporting the enterprise.
  • Collaborated with cross functional teams to administer enterprise solutions with a focus on security, extensibility, performance, and maintainability, and in accordance with standards and operational.
  • Supported the needs of the organization by resolving technical issues for hardware and software in a timely manner while providing World Class Customer Service.
  • Responsible for managing tasks in ServiceNow, Clarity or other systems as required.
  • Troubleshoot, analyze, resolve, and document a variety of complex problems associated with hardware, software, networking and peripherals
  • Writes fundamental documentation in a clear, concise manner and according to standards. Shares knowledge effectively within the work a team.
  • Provided technical support for software applications, enhancing user productivity across departments.
  • Resolved complex IT issues, ensuring minimal downtime and maintaining service continuity.

Service Desk Analyst

Ascension Technologies
06.2013 - 10.2021
  • Provided technical helpdesk support to clients and customers.
  • Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems.
  • Participated in the installation and updating of software, as well as the setup and troubleshooting of all equipment.
  • Applies basic understanding of the principles of information technology with working knowledge in one or two technology environments.
  • Expertly installed, configured, monitored and troubleshot PC's and related hardware on all OS platforms.
  • Directs customers to the correct resources when necessary for problem resolution
  • Writes fundamental documentation in a clear, concise manner and according to standards. Shares knowledge effectively within the work a team.
  • Provided technical support for hardware, software, and network issues to enhance user productivity.
  • Diagnosed and resolved incidents using ticketing systems to ensure timely service delivery.

E-Discovery Analyst- IT Security

Ford Motor Company
11.2012 - 03.2013
  • Provided support of internal requests from the Office of General Council for preservation, collection, processing of digital data in support of litigation matters.
  • Performed digital data requests from both structured collections from databases and unstructured data sources globally.
  • Provided response activities with interacting with inside and outside legal counsel to convey findings.
  • Communicated complex IT data to non-technical personnel while assisting custodians in finding responsive documents on their Company-issued PCs.

Technical Support Analyst

HEWLETT-PACKARD
05.2012 - 11.2012
  • Provides technical helpdesk support (email and remote access) to 37 companies throughout the US and overseas.
  • Mentored new associates with on onboarding of polices and applications to functional in their new roles
  • Provides functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems.
  • Participated in the installation and updating of software, as well as the setup and troubleshooting of all equipment (Desktop, Laptop, Printer, XP to Win7, and OS Mobile Technology).
  • Tracks trouble tickets and if needed escalates to next level support for hardware, software and telephone systems (Avaya).
  • Expertly installs, configures, monitors and troubleshoots laptop and desktop related hardware on all OS platforms.
  • Documents customer requirements using MMIT Ticket Trouble software system and follow-up to completion.

Solution Analyst / Help Desk Analyst

COMPUWARE-COVISINT
01.2004 - 01.2012
  • Provided technical helpdesk support to clients and customers.
  • Mentored new associates with on onboarding of polices and applications to functional in their new roles
  • Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems.
  • Participated in the installation and updating of software, as well as the setup and troubleshooting of all equipment.
  • Tracked technology issues related to both computer and telephone equipment systems.
  • Expertly installed, configured, monitored and troubleshot PC's and related hardware on all OS platforms.
  • Provided recommendations for application, solution architecture and integration design.
  • Defined and documented customer requirements including business processes.

Education

M.S. - Computer Information Systems

University of Phoenix

B.S. - Criminal Justice

University of Detroit Mercy
Detroit, Michigan

Skills

  • Help desk support expertise
  • First-level support management
  • Experienced with desktop and laptop systems from major brands
  • Web browser proficiency
  • Skilled in Windows operating system and Office suite
  • Network connectivity troubleshooting
  • Maintenance of computer systems and peripherals
  • Configured and updated Norton and McAfee antivirus programs
  • Configured DUO Mobile and Authenticator security tools
  • Set up and troubleshoot printers and copiers
  • Client workstation security
  • ServiceNow ticketing management
  • Accurate trouble ticket logging
  • Timely client resolution tracking and follow-up
  • Secure email and data management
  • Trained new associates on policies and role applications
  • Active Directory management
  • Data backup and recovery
  • Ticketing system expertise
  • Remote desktop support
  • Security awareness
  • Hardware support
  • Remote support
  • Teamwork and collaboration
  • Customer service
  • Problem-solving

Certification

  • Certification in IT Service Desk: Service Management, Michigan
  • Certification in Cybersecurity Foundations, Michigan
  • Certification in Windows Server 2019: Implementing Group Policy, Michigan

Timeline

Service Desk Administrator

Flagstar Bank
07.2021 - Current

Service Desk Analyst

Ascension Technologies
06.2013 - 10.2021

E-Discovery Analyst- IT Security

Ford Motor Company
11.2012 - 03.2013

Technical Support Analyst

HEWLETT-PACKARD
05.2012 - 11.2012

Solution Analyst / Help Desk Analyst

COMPUWARE-COVISINT
01.2004 - 01.2012

B.S. - Criminal Justice

University of Detroit Mercy

M.S. - Computer Information Systems

University of Phoenix

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Robert Shockley