Robert Taylor-Anderson
Chicago,IL
Summary
Diversely Skilled Technical Analyst with 5+ years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.
Overview
7
7
years of professional experience
Work History
Senior Support Analyst
American College Of Surgeons
08.2022 - Current
- Resolved issues with systems, hardware and telephones quickly and accurately for 500 users
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Performed quality assurance and quality control assessments of support ticket fulfillment while following SLA's
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Optimized AWS storage Solutions saving company $300k/year without loosing data
IT Consultant
CGI
01.2022 - 08.2022
- Manage permissions, passwords, machines and proper groups in Active directory
- Troubleshoot office 365 migration issues as well Outlook issues
- Equipment maintenance ,inventory, ordering and purchasing of any user needs
- Manage machines using Cortex and Baramundi for mobile devices for security.
Technical System Support
Dentons Law, firm
10.2021 - 12.2021
- Conducted interviews with uses to assess special application needs, and data usage for upgraded laptop and data transfer
- Imaged laptops from storage with Dentons Bitlocker and migrated data to 100 different users laptops
- Followed documentation for users and customizations uploaded documentation to Teams, while also mailing out machines to users.
Technical Operations Engineer
IPV
04.2020 - 11.2020
- Install IPV software in AWS & on prem environments including any extra needed software (.Net, MySQL, IIS etc.)
- Supported IPV application software and communicated with partners (HBO, The Golf Channel, NBA, Stars, The Oscars)
- Each client had specific tools and customizations for their product that I supported
- Manage Zendesk ticket queue and Jira project board for issues and customized service requests while prioritizing importance and SLA’s
- Deliver updated versions of IPV’s software and install for clients
- Making any additional changes to applications
- Supporting any technical issues they may have had and sny system adjustments pending.
Support team
08.2019 - 05.2020
- Manage Windows 10 and new equipment rollout for 400 employees
- Assist, with daily tickets using footprints
- Successfully backup entire company data for employees and ensure all software and computer accessories were installed
System Support Administrator
Guaranteed Rate
05.2018 - 05.2019
- Administer and perform software support for Microsoft 365, Exchange Admin, VPN support, active directory, McAfee and DUO mobile applications to over 4,000 employees and multiple sites across Chicago.
- Network troubleshooting including LAN, WAN,TCP/IP addressing, subnetting, and routing for multiple offices
- Report & troubleshoot Network outages using SolarWinds & Cisco Meraki for offices across the U.S
- Maintain Ravenswood office for 120 users including ordering equipment, desk moves, printer troubleshooting and any in office needs for the specified office.
Customer SUpport Analyst
Savo Group
12.2016 - 06.2017
- Triage 15-25 tickets within Salesforce per day in the Level 1 queue
- Troubleshoot Level 1 issues using SQL and database knowledge with precision and forward tickets to Level 2 team as necessary
- Update all tickets in my personal queue with news on issues and bug fixes
- Create user stories and bugs in Visual studio for recurring issues and new issues
- Managed SAVO group application installation for clients within salesforce platform.
IT Service Desk Analyst/Intern
Morningstar
07.2016 - 12.2016
- Provide exceptional customer service to Morningstar employees via service desk phone and walk-ins
- Greet walk ins and trouble shoot 30-50 employee issues per day
- Document issues and employee information in HelpSTAR & JIRA ticketing systems
- Maintain a ticket queue by priority and consistently updating as issues are resolved
- Troubleshoot PC and Mac issues with Office 365 Pro+, account lockouts, VPN/RSA issues, hardware swaps, loaner devices, imaging and general user issues
- Document and maintain inventory for IT hardware for the company.
Education
Job training and internship work for -
Skills
- AWS CCP Certification
- Active Directory
- MS Office 365 Administration
- JIRA, Zendesk, footprint ticketing Systems
- IIS
- Data Migration
- Microsoft Exchange Management
- Windows 10
- Mac Systems
Timeline
Senior Support Analyst
American College Of Surgeons
08.2022 - Current
IT Consultant
CGI
01.2022 - 08.2022
Technical System Support
Dentons Law, firm
10.2021 - 12.2021
Technical Operations Engineer
IPV
04.2020 - 11.2020
Support team
08.2019 - 05.2020
System Support Administrator
Guaranteed Rate
05.2018 - 05.2019
Customer SUpport Analyst
Savo Group
12.2016 - 06.2017
IT Service Desk Analyst/Intern
Morningstar
07.2016 - 12.2016
Job training and internship work for -
Similar Profiles
TAWANA RobertsTAWANA Roberts
Sr. Software Data Analyst at AMERICAN COLLEGE OF SURGEONSSr. Software Data Analyst at AMERICAN COLLEGE OF SURGEONS
Beth White CaronaBeth White Carona
Director, American College of Surgeons Foundation at American College of SurgeonsDirector, American College of Surgeons Foundation at American College of Surgeons
Sandy VueSandy Vue
Blood Control Instructor at American College of Surgeons Committee on TraumaBlood Control Instructor at American College of Surgeons Committee on Trauma
Amy HastingsAmy Hastings
Senior Manager, Content & Website Strategy at American College Of SurgeonsSenior Manager, Content & Website Strategy at American College Of Surgeons
Christina MayerChristina Mayer
Patient Access Specialist at Northwestern MedicinePatient Access Specialist at Northwestern Medicine