Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robert Venters

Morton,MS

Summary

Highly skilled Service Desk Lead with experience in managing technical support teams. Strong background in delivering customer-focused IT service solutions and process improvements that enhance productivity. Demonstrates leadership abilities, technical knowledge, problem-solving skills, and a commitment to achieving customer satisfaction. Showcases significant impact through successful team management and positive client interactions.

Overview

27
27
years of professional experience

Work History

Service Desk Lead

Leidos
Clinton, MS
04.2023 - 09.2025
  • Team Lead for DOJ Antitrust Tier 1 Service Desk and assisted as needed with DOJ ATF Tier 1/2 Service Desk duties.
  • Maintained public trust clearances for DOJ, ATF, ATR, and USTP.
  • Reduction of ticket backlog from an average of 200 open tickets and requests per day to less than 20 open tickets and requests per day.
  • Participated in the implementation of new ServiceNow ticketing system, worked in the planning of Service Catalog requests to ensure they followed proper workflow.
  • Monitored daily operations of the service desk team to ensure efficient support delivery.
  • Conducted regular meetings with team members to review performance and identify areas of improvement.
  • Coordinated training sessions for new and existing staff to enhance service desk skills.
  • Provided guidance to team members on how best to resolve customer issues, or escalate them appropriately when needed.
  • Facilitated communication between technical teams and end-users for issue resolution.
  • Managed escalations from customers or other departments within the organization.
  • Provided technical support to end-users for hardware and software issues.
  • Collaborated with other teams within the organization, such as network, engineering, or system administration teams, to resolve complex technical challenges.
  • Maintained up-to-date knowledge of IT systems, technologies, services, and products used by the organization.
  • Monitored tickets, tracked progress, and responded to customer inquiries in a timely manner.
  • Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
  • Directed Account Management functions for onboarding and offboarding federal and contractor employees.
  • Account management for applications and software administered by the Service Desk.
  • Administer account management for Mailbox, Distribution List, and File Share Permissions.
  • Created and managed PowerShell scripts and tools to enhance efficiency of Service Desk tasks.
  • Enhanced and managed account creation scripts for Basic User Accounts, Privileged Accounts, Mailbox, and Distribution List creation.

Helpdesk Agent

Leidos
Clinton, MS
10.2021 - 04.2023
  • Provided first-level support for technical issues via phone and email.
  • Diagnosed hardware and software problems using troubleshooting tools and techniques.
  • Documented service requests and resolutions in the ticketing system accurately.
  • Provided first-level technical support to customers with IT related issues.
  • Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
  • Assisted users with installation of new applications or software updates as needed.
  • Troubleshot and resolved hardware, software, network, and peripheral device problems.
  • Provided remote assistance to customers when required via phone or remote desktop tools.
  • Documented problems, solutions and troubleshooting steps concisely in ticketing system.
  • Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
  • Collaborated with other teams to ensure successful resolution of customer inquiries.
  • Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.

Helpdesk Agent

ABBTECH
Clinton, MS
03.2021 - 10.2021
  • Public Trust Clearance for DOJ ATF.
  • Provided technical support for hardware and software issues to end-users.
  • Resolved customer inquiries through phone, email, and chat channels.
  • Documented support requests and solutions in the ticketing system.
  • Assisted users in setting up and configuring new devices and software.
  • Escalated complex issues to senior technicians for further investigation.
  • Resolved customer inquiries promptly and accurately.
  • Troubleshot customer issues related to hardware, software, and networks.

Customer Support /IT Technical Support Specialist

EEI Technologies
Forest, MS
08.1998 - 02.2021
  • Provided technical support for hardware and software issues for diverse clients.
  • Assisted users with troubleshooting and configuring computer systems and applications.
  • Conducted remote sessions to guide users through technical solutions seamlessly.
  • Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
  • Performed maintenance and upgrades to existing computer systems as needed.
  • Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
  • Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
  • Implemented security measures such as antivirus software installation and firewall configuration.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Managed installation and servicing of home security and fire systems.
  • installation and configuration of point-of-sale systems, and customer education on this equipment.
  • Executed installation and configuration of Audio Visual systems and projectors.
  • Administered monthly online, credit card, and ACH billing activities for employer.

Education

Associate of Arts - Architectural Drafting

East Central Community College
Decatur, MS
05-1996

Skills

  • Technical support
  • Incident management
  • Escalation management
  • Remote support
  • Ticketing systems
  • Resolve technical problems
  • Service desk support
  • Problem solving

Timeline

Service Desk Lead

Leidos
04.2023 - 09.2025

Helpdesk Agent

Leidos
10.2021 - 04.2023

Helpdesk Agent

ABBTECH
03.2021 - 10.2021

Customer Support /IT Technical Support Specialist

EEI Technologies
08.1998 - 02.2021

Associate of Arts - Architectural Drafting

East Central Community College

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