ROBERT KELLY TURNER
Peoria,Arizona
Overview
10
10
years of professional experience
Work History
Tech Support Agent
Kates Technology
07.2022 - Current
- Setup email accounts in O365, passwords, adding and removing from distribution lists
- Drive Mapping between server and workstations
- Adding permissions, creating batch files
- Created email profiles for users who share a PC [control panel->mail->prompt user->add profile]
- Troubleshooting Outlook issues including the Office 365 suite
- Create users in ADUC, either copying from another user or adding as new
- This includes password resets and disabling accounts
- Windows 10 and 11 install’s from Media creation tool
- Cloning PC’s either live cloning or vanilla base image
- Used transwiz to preserve profiles
- ECW installs [im and pulm]
- Worked with the team on server, switch and firewall installs
- Set up VPN using Sonicwall Netextender or Meraki
- Setup remote connections using RDP
- Helped users configure 2FA via Microsoft Authenticator app
- Lite powershell, command prompt, advanced run commands
- Daily use of Kaseya and ITGlue
- Setup wifi UniFI + troubleshooting
- Breakfix laptops, desktops, & Surface Pro
- Troubleshooting of networks, hardware, software, and applications
- Familiar with DHCP, TCP, UDP, IP, VPN, DNS,
- Printers, scanners, card readers.
User Support Specialist
City of Phoenix
11.2021 - 07.2022
- Ticketing system is Remedy Force
- Provide tech support to City of Phoenix employees
- Updated AD passwords, AD security groups, unlocked accounts in AD
- Reset passwords in SAP, Tax Mantra, resolved printing issues, scanner issues, network issues,
- Net Motion- login problems, Cisco AnyConnect (certification issues),
- SCCM- Microsoft Endpoint user device for remote support, worked in Cisco Finesse, Cisco Jabber, Cisco Unity (CUCM), Cisco IP Communicator (CIPC), Voicemail pin Resets, Remedy Force Ticketing System, Windows 10 troubleshooting
- Drive sharing in One Drive File Mapping, DNS, IP Addressing DNS & Static
- CMD Prompt- Net User, ping, traceroute, ipconfig
- Communicated with the rest of team through Microsoft Teams.
Field/Remote Technician
Computek Dental Systems
03.2021 - 08.2021
- Provide both remote and onsite technical support to the dental industry
- Hardware/software installations at various dental practices as needed including network cabling
- Ensure periodic backups and remote monitoring of client assets
- Respond to client tickets in a prompt and timely manner
- Follow up with doctors’ office to ensure customer satisfaction
- Proficiency with Windows-based servers, systems, and software, including Server 2008 R2, 2012, 2016, 2019 and Windows 7 and 10
- Ability to set up and troubleshoot remote connectivity, including routers, RDP, VPN, TS
- Experience with network cabling and proficiency with all areas of networking and domain administration
- Understanding of virtual machines + firewalls
- Excellent customer service, reporting, follow through, and time management skills
- Physical ability to lift and install computers, monitors, wall- and ceiling-mounted monitor arms, printers, and scanners.
Director of Telecom, Tech Slayers
08.2020 - 02.2021
- Manage telecom services as a reseller
- Creating domains, user accounts, user EXT’s, factory resetting VoIP phones, 911 registry, mac addressing, set up time schedules for phone operation, auto-dialers
- Responsible for billing, keeping account updated with billing information
- Managed DID’s, managed telco, managed PBX, managed use of soft phones, SIP trunks, auto attendants, call queues, time frames for incoming calls, and inventory
- I also managed the cloud where the phones resided for our network.
IT Security Analyst
Game & Fish Department
08.2018 - 02.2020
- Update and patch desktops and laptops
- Work directly with KB installation, important, recommended, and optional updates
- Install and update JAVA, .NET framework updates, security updates, Visual Studio and ADOBE
- I use C$, RDP, CmRcViewer, batch files, PowerShell scripts
- And remote access software.
Service Desk Technician
Milestone Technologies
08.2017 - 08.2018
- Ticket creation using Jira
- Working with technologies such as Zendesk, Brain Tree, Lucid Chart
- Deprovisioning of employees
- Researching issues and figuring out the resolves
- Customer service is the main function within this job
- Troubleshooting networks, Windows 10, MacBook Sierra/High Sierra
- Working with Google docs, spreadsheets as well as Microsoft Word, Excel, and Power Point.
Help Desk Manager
Certified Languages International
10.2016 - 08.2017
- Provide security for the network, install servers into server room, connect technicians offsite into switches via kvm and/or laptop
- Use of specific technologies such as LogMeIn, Macrium, Spiceworks, Kill Disk, Trend Micro, Malwarebytes
- I also have an extensible knowledge of various anti-virus and utility technologies such as SysInternals and Ninite, Microsoft Office and Outlook
- Image/Backup hard drives using Macrium, Ghost, via dock
- Troubleshoot Bluescreen and unexpected shutdowns
- Troubleshoot slow startups, log in errors, peripherals, monitors
- Prep workstations to be joined to domain
- Troubleshoot Windows 7 PRO OS
- Connect phones and computers to switch technologies via server room
- Label and organize all cables in server room.
Desktop/Network Support
Family Care Connections
Glendale, AZ
01.2013 - 01.2015
- Hardware and software consultation for computers and network
- Installed all hardware and software on desktops, laptop, printers, and end devices
- Set printers to specific computers users)
- Troubleshoot network TCP/IP connectivity issues
- Set up router with appropriate security settings
- Installed Wi-Fi plus cat 5e Ethernet cable lines
- Installed projector for training sessions on laptop
- Update all drivers for printers, operating systems, Microsoft Office, antivirus programs IOBIT
Education
Bachelor’s - Philosophy
Arizona State University
Associate of Arts - Philosophy
Salado
Certificate -
Roberto Venn
PhoenixCisco: CCENT (CSCO12764459) Microsoft: MTA Windows Server Administration Fundamentals license E8888307 MTA Networking Fundamentals license E939-1155 MTA Windows Operating System Fundamentals license E864-8794 MTA Security Fundamentals license F052-8423 MCP license E864-8793 - undefined
Skills
DNS, DHCP, Static IP, IP routes in routing, VLANs, Hyper-V, SSH, Telnet, IPSec, public & private keys, http, https, active directory, networking, VPN, RDP, Windows Server 2016, 208, 2019, Windows 7 8 81, 10, OSI model, Microsoft Office, Outlook, mobile phone technology (CDMA & GSM), packet filtering & forwarding, printer, scanners, windows updates, domain- placing computers on a domain, user data migration, OS install/re-installs, drive-mapping, Windows credential manager, cable-runs, terminations, ethernet line testing, desktop monitor installs, setting up backups, imaging, VPN, domain installs- telecom, firewall, server, switch and workstations(basic java, basic SQL, basic PowerShell, basic centos, basic Wireshark-courses at U of C)undefined
Additional Information
- I have been involved in the IT industry for twenty years performing helpdesk support, network support, cell phone support, administration, security, and have been building computers for the last twenty + years. I have built and repaired client windows systems for SoHo’s and personal use, given some consultation on soho network topology, ran cat 5E cabling/keystones, plus static and dynamic addressing in routers/switches/firewalls. I have worked with clients face to face and over the phone. I started a PowerShell course and am starting a course on Wireshark
Timeline
Tech Support Agent
Kates Technology
07.2022 - Current
User Support Specialist
City of Phoenix
11.2021 - 07.2022
Field/Remote Technician
Computek Dental Systems
03.2021 - 08.2021
Director of Telecom, Tech Slayers
08.2020 - 02.2021
IT Security Analyst
Game & Fish Department
08.2018 - 02.2020
Service Desk Technician
Milestone Technologies
08.2017 - 08.2018
Help Desk Manager
Certified Languages International
10.2016 - 08.2017
Desktop/Network Support
Family Care Connections
01.2013 - 01.2015
Bachelor’s - Philosophy
Arizona State University
Associate of Arts - Philosophy
Salado
Certificate -
Roberto Venn
Cisco: CCENT (CSCO12764459) Microsoft: MTA Windows Server Administration Fundamentals license E8888307 MTA Networking Fundamentals license E939-1155 MTA Windows Operating System Fundamentals license E864-8794 MTA Security Fundamentals license F052-8423 MCP license E864-8793 - undefined
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