Summary
Overview
Work History
Education
Skills
Additional Information:
Timeline
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Roderick Herbert

Information Technology
Indio,CA

Summary

  • Friendly Information Technology Engineer with over 20 years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability.

Overview

24
24
years of professional experience

Work History

Desktop Support Technician

Eisenhower Medical Center
Rancho Mirage, CA
02.2020 - Current
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Enhanced helpdesk ticketing system, resulting in a 97% reduction in support call turnaround time.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Obtained and evaluated information about new systems, peripherals and software technology.

Desktop Support Technician

Experis Technology Group Inc.
Irvine, CA
06.2019 - 02.2020
  • A senior member of the IT leadership team with responsibility to deliver multi-year Product Lifecycle road map, manage and maintain relationships with leaders of Corporate functions of R&D, Quality (Quality Management Systems & Laboratory information management system), Regulatory and Clinical Affairs
  • Maintain an above-average rate of 25 customer interactions per day & 20 closed tickets per day; successfully attain monthly Service Levels including Speed to Answer, Talk Time, Abandonment, FCR and C-Sat
  • Assist PC Build team with existing users, helping with backups, ensuring user's information
  • New users' PCs and deployment set up equipment with great cable managing skills
  • Assisting with Break-Fix tickets

Field Installation Technician

The Select Group Federal, LLC
San Diego, CA
09.2017 - 03.2018
  • Upgrade both hardware and software of Marine Corps NGEN workstations and laptops
  • Install latest Windows 10 images, updating as necessary to meet DOD requirements
  • Install applications such as Big-Fix, McAfee, SCCM, and Avamar backup software
  • Communicate with local G6 technicians, network techs, and administrators to ensure proper account profile moves to new Dell and Lenovo workstations and laptops
  • Guide users on proper CAC login procedures for Win10
  • Execute Bit-locker, share drive connections, printer setup, Outlook import, and add proxy exceptions in IE
  • Administer proper asset management by recording serial numbers and computer names
  • Troubleshoot all aspects of Windows 10 setup and image installation
  • Provide deskside support of Civilian and Marine Corps trouble tickets
  • Managed all on-site and off-site installation, repair, maintenance, and test tasks.

Operations and Training Non-Commissioned Officer

U.S. Army
Fort Drum, New York
06.2016 - 01.2017
  • Non-Commissioned Officer in Charge (NCOIC) for Communication Company with 40 Soldiers and 3700 customers
  • Maintained detailed administrative and procedural processes to improve the accuracy and efficiency of the unit's mission, which led to high commendable ratings during the organization's Annual inspection
  • Using practical verbal and written communication skills, trained lower enlisted Soldiers in every aspect of The U.S. Army, including history, financial education, alcohol awareness, weapon safety, martial arts, tactics, and professional development
  • Published operational order annexes to assign responsibility to various offices for operations
  • Prepared weekly briefings to ensure leaders at all level stacked metrics and readiness levels
  • Scheduled and tracked training and service school attendance for over 40 Soldiers to prepare them for professional development

Re-Transmission Team Chief

U.S. Army
Fort Drum, New York
06.2015 - 06.2016
  • Non-Commissioned Officer in Charge of Re-Transmission Team supervised 5 personnel in daily operations
  • Supervised and integrated installation, operation, and maintenance of signal support systems, to include Command Post Platform (CPP), radio, wire, cable, and Battlefield Automated Systems (BAS)
  • Provided support for Divisions local area networks which service over 10,000 users
  • Provided technical assistance and unit level training for automation, communication, and user-owned and operated automated telecommunications computer systems
  • Executed installation of Communications Security Management (COMSEC) policies and guidelines
  • Manages automation setup, accountability, distribution, and troubleshooting of information systems and devices valued over $2,000,000

System Administrator

U.S. Army
Fort Campbell, Kentucky
10.2013 - 06.2015
  • Managed information systems operations for 2000 person Brigade to allow the unit to successfully conduct its mission both at home and deployed to Afghanistan
  • Oversaw Trouble Tickets in ITSM Remedy and Tracked Training as ATCTS Manager
  • Promoted awareness of security issues among management and ensured sound security principles are reflected in organizations' visions and goals
  • Maintained unit cybersecurity program, which received high ratings on inspections by both DISA and FORSCOM
  • Demonstrated knowledge and experience on the following equipment; CODECS (Tandberg, Polycom), Desktop VTC units

Network Support Specialist

U.S. Army
Fort Campbell, Kentucky
04.2008 - 09.2013
  • Provided base level IT support to non-technical personnel within the unit
  • Installed, configured, maintained, and troubleshoot systems, networks, hardware, and software to accomplish customer support goals and objectives
  • Adapted and modified standard techniques, procedures, and criteria to solve complex problems
  • Operated Video Teleconferences (VTC) on Classified and Unclassified DoD Networks

Assistant General Manager

Quality Inn
Homewood, Alabama
10.2004 - 04.2008
  • Led daily meetings with staff members to identify areas of focus, cover policy changes, and facilitate positive communication.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
  • Mentored and motivated team members to achieve challenging business goals

Education

Bachelor of Science - Information Technology

Southern California Institute of Technology
Anaheim, CA
2023

Skills

  • CompTIA Network
  • Certified A Technician
  • Microsoft 365
  • Microsoft Teams
  • Service Now Ticket Management
  • Detailed-oriented
  • Active Directory
  • End-User Account Management
  • Desktop support
  • Application support
  • Data recovery

Additional Information:

  • U.S. Citizen: YesVeterans\' Preferences 10 points; U.S. Army (E5);Military Service 2008 to 2017
  • Security Clearance: Secret

Timeline

Desktop Support Technician

Eisenhower Medical Center
02.2020 - Current

Desktop Support Technician

Experis Technology Group Inc.
06.2019 - 02.2020

Field Installation Technician

The Select Group Federal, LLC
09.2017 - 03.2018

Operations and Training Non-Commissioned Officer

U.S. Army
06.2016 - 01.2017

Re-Transmission Team Chief

U.S. Army
06.2015 - 06.2016

System Administrator

U.S. Army
10.2013 - 06.2015

Network Support Specialist

U.S. Army
04.2008 - 09.2013

Assistant General Manager

Quality Inn
10.2004 - 04.2008

Bachelor of Science - Information Technology

Southern California Institute of Technology

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Roderick HerbertInformation Technology