ROBERT S. SHOCKLEY

Skilled Service Desk Administrator with solid experience in managing, tracking and resolving service requests. Possess strong technical troubleshooting abilities and customer service skills. Known for improving processes to enhance productivity, reducing downtime and increasing user satisfaction. Demonstrated ability to lead teams effectively, coordinating operations and ensuring smooth workflow.

An achiever with over 25 years of experience in Help Desk Support and IT Security at an average of over 400 customers issues per week who possesses solid communication, excellent diagnostic and problem-solving skills as well as a reputation for complex problem resolution, productivity and professionalism., Hardware, IBM / Dell / HP/ MAC Desktop and Laptops / Avaya, Operating Systems, WIN 10/ 2007 and OS Connectivity, Web Browsers Applications, Internet Explorer11, Google Chrome and Mozilla Firefox, Applications, MS Office 365/ 2019, PowerPoint, Excel, SharePoint, Access, Skype and Citrix, EDI and X-12 Database applications., Set up and configured printers and LAN connections, modems, scanners., Installed and troubleshot hard disk drives, motherboards, power supplies, memory and video cords., Performed a web-based install of Outlook or full installation of Outlook., Installed Norton and McAfee Anti-Virus software and renewed Anti-Virus software., Utilized and set-up DUO mobile and Authenticator security software., Setup Multi-Function Devices (Fax, Printer, Copier)., Removed Malware from client workstations., Utilized the Service Now ticketing system to view and respond to customer hardware and software issues., Logged all trouble tickets accurately as per the IT department best practices., Followed up with clients to ensure resolutions are complete and timely., Utilized software to encrypt and decrypt emails, hard drives for investigations., Mentored new associates with onboarding of policies and applications.