Stafford Robinson
Beltsville,Maryland
Summary
Dedicated and results-driven IT professional with extensive experience in Quality Assurance, Security Administration, and Technical Support. Proven track record of managing diverse teams, implementing system improvements, and ensuring compliance with IT policies. Seeking a challenging role as a Service Desk Manager to leverage leadership skills and technical expertise in delivering exceptional IT support services.
Overview
20
20
years of professional experience
Work History
Technology Support Manager
Anne Arundel County Government
Annapolis, MD
07.2013 - Current
- Planned and budgeted accurately to provide Desktop hardware and software needed to operate smoothly.
- Develop, maintain, and manage Quality Assurance (Q/A) and Security Administration (S/A) functions within the Office of Information Technology (OIT)
- Establish and maintain Q/A standards and procedures to ensure the integrity of production environments and application systems
- Manage the daily operation of County and contracted ISSS technicians. Work with technician to ensure standards are applied throughout the organization. Approved time sheets and performance evaluations.
- Provide support and technical assistance in collaboration with OIT Help Center and Field Services
- Identify system improvements and present recommendations to senior team leaders
- Implement QA/QC for desktop and server configurations, ensuring reliability and security
- Educate stakeholders on OIT policies and standards, providing training as needed
- Manage information systems, including new equipment purchasing and testing for compatibility
- Coordinate conference room equipment installation and maintenance
- Administer IT security access and awareness, ensuring compliance with security protocols
- Guide and direct team in testing, configuring, and administering special applications and projects.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Collaborated closely with server team members to procure essential Microsoft-based software licenses, ensuring seamless operational functionality and compliance within the organization's software framework.
- Managed standard hardware and software refresh plan for county departments including management of the Microsoft Volume License Database, Hardware Inventory and Software version database.
- Partnered closely with the Security team to enforce the exclusion of non-standard software from the county environment, while also orchestrating the removal of end-of-life software
Senior Support Engineer
FNET
Lanham, MD
03.2013 - 01.2021
- Supported Microsoft, VMware, and Cisco products for global customers and partners
- Resolved technical issues through research, troubleshooting, and system administration skills
- Managed technical support teams and collaborated with various departments to ensure superior service
- Responded to customer inquiries via telephone, email, and on-site visits
- Documented technical inquiries and contributed to knowledgebase development
- Tested alpha and beta products to ensure quality and functionality.
- Conducted remote diagnostics and provided timely resolutions to client''s technical issues.
- Managed multiple high-priority projects simultaneously, maintaining focus on quality and deadlines.
- Mentored junior support engineers, fostering a positive learning environment and promoting professional growth.
Senior Information Systems Support Specialist - Team Lead
Anne Arundel County Government
Annapolis, MD
01.2006 - 06.2013
- Manage and provide technical guidance to contract and County based field technicians to improve customer service to County end-users. This entails daily check-ins and monthly meetings to provide interactive dialog with technician teams.
- Deployed and supported desktop and laptop computers, printers, and peripherals for County employees
- Installed and maintained Windows operating systems, office productivity software, and specialized applications
- Provided Level 2 support for network connectivity, system errors, and configuration issues
- Removed spyware, malware, and virus threats from client PCs
- Advised and trained users on equipment and software usage
- Assisted in creating and maintaining documentation of standard procedures and policies.
- Developed comprehensive documentation for IT processes, procedures, and best practices to facilitate knowledge sharing among team members.
- Actively participated in IT strategy meetings contributing valuable insights towards aligning technology initiatives with business goals.
- Lead techs for timely resolution for 'tickets' entered in the HEAT system. HEAT is the repository for hardware and software problems in the County it is imperative you work with your team to keep the open 'tickets' to an average count of ten or fewer at any given time. Constantly review the queue and ensure all priority issues are resolved.
Education
Computer Technology; Small Business Management
Prince George's Community College
Largo, MDComputer Technology
Technical Education Center
Rockville, MDSkills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Cross-Functional Teamwork
- Teamwork and Collaboration
References
Available upon request.
Timeline
Technology Support Manager
Anne Arundel County Government
07.2013 - Current
Senior Support Engineer
FNET
03.2013 - 01.2021
Senior Information Systems Support Specialist - Team Lead
Anne Arundel County Government
01.2006 - 06.2013
Computer Technology; Small Business Management
Prince George's Community College
Computer Technology
Technical Education Center