Robert Strozier
Owings Mills,MD
Summary
Experienced in documentation and reporting, with a strong ability to troubleshoot and diagnose hardware and software issues. Skilled in working collaboratively as part of cross-functional teams, providing helpdesk support, and effectively multitasking to follow up and close tickets. Possesses excellent written and verbal communication skills. Hands-on knowledge and experience in diagnostic, troubleshooting, and computer repair. Proficient in Active Directory installation, maintenance, and level III support, specializing in various government networking technologies, operating systems, and hardware platforms. Certified cabling technician with expertise in crimpers, snips, and punch-down tools. Specializes in network resource projections, capacity planning, disaster recovery planning, and network optimization. Well-versed in configuring communications equipment such as Ethernet switches, routers, and virtual private networks (VPN). Familiar with TCP/IP addressing and routing protocols like OSPF and EIGRP. Knowledgeable about security concepts and equipment including firewalls, intrusion detection systems (IDS), and access lists. Experienced in implementing network management systems for baselining/benchmarking, trend analysis, monitoring, escalation, and notification. Demonstrates exceptional written communications skills along with strong project planning abilities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Inspyr Solutions
04.2023 - 11.2024
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Provided phone support for end users and system administrators on the operation of the VoIP phone system features and reporting tools.
- Performed initial diagnostic evaluation, address fundamental technical issues, and provide end-user education and instruction.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Troubleshoot and resolved phone features and application issues within the scope and control of the position.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Provided guidance to end users in procedures and policy for the administration and security of Avaya-provided hardware and software.
- Tracked status, inform, and escalated tickets as necessary to ensure compliance with all service level agreements Provide prompt and accurate services regarding the status of incidents or Change requests to our customers.
Telecommunications Specialist
Technical Management Resources, INC.
01.2009 - 10.2022
- Majority of duties are performed within the Data Center environment such as performing systems upgrades and periodic maintenance activities; install, relocate equipment, cabinets and cabling on a large scale
- Install and terminate various cables such as cat5e, cat6 and various fiber cabling and also make our own cables in different lengths
- Resolve PC issues dealing with software and hardware issues
- Maintaining a database for network and telecommunication documents
- Troubleshoot, test and label various circuits
- Maintain lab components and test network
- Manage Data Center inventory documentation; track changes (equipment installation, removal, and surplus)
- Install a variety of hardware which includes shelves, network cabinets, cable rack, cable managers and conduit for different cabling
- Conferred with vendors to develop, test, evaluate and install enhancements
- Configured Brocade 6510 and CX 648S switches
- Configured switches for the new wireless access points at RFK Main Justice
- Experienced with troubleshooting of network issues in Layer 1, 2 and 3
- Experienced with the setup and installation of VTC units
- Experienced with Vlan assignment on Cisco devices
Telecommunications Specialist/Electronics Maintenance
Applied Computing Technologies, INC
01.2007 - 01.2009
- Working under contract for F.E.M.A
- Install and maintain analog and digital voice and data telecommunication equipment such as Nortel 81C and Call Pilot and Callware Voicemail software
- Employ appropriate troubleshooting techniques for analog and digital voice and data problems
- Maintenance of electronic equipment of office equipment such as fax machines and printers
- Support in VoIP planning and testing as well as troubleshooting VoIP issues
- Knowledge of VoIP protocols (SIP, RTP, TFTP) and a good knowledge of VoIP implementations, from edge elements (ATAs) to core network elements (Soft Switch, Gateway)
- Provide data communications support for TCP/UDP/IP, routing, tunneling, ppp, atm and mobile ip and also Wireless Lan
- Complete work orders for ads, moves and changes and repairs in one or more product line
- Duties also include of installing voice and data cabling and coaxial cable
- Assist customer in various electronic issues
Co owner/Technician
O & S Communications
01.2006 - 12.2006
- In charge of daily procedure of scheduling jobs with various customers, maintained Invoices and quotes for various jobs
- Maintained and completed jobs that were contracted thru Cavalier Telephone Company
- Installed voice and data cable in residential and commercial locations
- Installed various Phone Systems in commercial environments and installed CCTV, Home Theater
- Received service contracts to maintain and troubleshoot different Phone and CCTV systems for different clients
Telecommunications Technician
ACDC Communications
01.2005 - 12.2006
- Installed and maintained various phones systems such as Meridian, Tadiran and other various Key systems and PBX systems
- Maintained VOIP systems for various customers
- Installed various voice and data cable from cat 5e to cat 6, fiber (multimode, single mode, st, sc, fc, mt-rj, sma connectors)
- In charge of the installation and setup of comm
- Rooms, testing and terminations of equipment and cables
- Received certifications in Tadiran and Meridian systems
Education
A.A. - Liberal Arts
Prince George Community College
Largo, MDTechnical School - Telecommunications Degree
Capitol Commitment Telecommunications School
Landover, MDCOMP-TIA A+ Certification, MCSE
Annandale, VASkills
- Operating Systems
- Nortel 81C
- Nortel DMS-100/250 switches
- Call pilot
- Callware voicemail software
- Catalyst CLI
- Cisco IOS
- Bay Networks
- Site Manager
- Windows NT 40
- Windows 2000
- Windows 11
- Windows 10
- Windows XP
- Windows 2000 Advanced Server
- Windows 2003 Advanced Server
- Cisco 7000 series routers
- Cisco 5200 series routers
- Cisco 4000 series routers
- Cisco 2500 series routers
- Cisco 1600 series routers
- Catalyst 6500 series switches
- Catalyst 5500 series switches
- Catalyst 2900 series switches
- Catalyst 2800 series switches
- Catalyst 1900 series switches
- Cisco LS1010 ATM switches
- Nortel Networks System 5000
- Centillion 1400 switches
- Centillion 100 switches
- Centillion 50 series switches
- VLANs
- Advocent Virtual KVM
- Nortel Networks ASNrouters
- Dell 6300 series
- Dell 4400 series
- Dell 2500 series
- Dell 1500 series
- SUNSparc Ultra's
- IBM RS6000 series
- Cabling
- T1/E1
- Sonet
- ATM
- IP
- DS3
- OC3 technologies
- OC12 technologies
- OC48 technologies
- Twisted pair
- CAT-5
- CAT-6
- Coax
- Fiber termination
- Remote technical support
- Incident management
- Client relationship management
- Network troubleshooting
- Hardware support
- Technical support
- Hardware troubleshooting
- System administration
- Documentation
Certification
- Leviton Cat-5 Infrastructure Cabling Specialist Certified
- COMP-TIA A+ Certified PC Technician
- Currently working towards CCNA.
Professionalreferences
Available upon request.
Timeline
Service Desk Analyst
Inspyr Solutions
04.2023 - 11.2024
Telecommunications Specialist
Technical Management Resources, INC.
01.2009 - 10.2022
Telecommunications Specialist/Electronics Maintenance
Applied Computing Technologies, INC
01.2007 - 01.2009
Co owner/Technician
O & S Communications
01.2006 - 12.2006
Telecommunications Technician
ACDC Communications
01.2005 - 12.2006
Technical School - Telecommunications Degree
Capitol Commitment Telecommunications School
COMP-TIA A+ Certification, MCSE
- Leviton Cat-5 Infrastructure Cabling Specialist Certified
- COMP-TIA A+ Certified PC Technician
- Currently working towards CCNA.
A.A. - Liberal Arts
Prince George Community College
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