Robert Boettger

Experience

• 

  GRH Electronics, Inc.

  Mar 2000 - Jun 2003

  Associate Engineer

  Design schematics for new products and test equipment prototypes.Along with all of the responsibilities of the technician role below.Test and repair visual paging systems.Provide technical support and maintenance on Compugas systems.Schedule and perform field service calls to maintain and install Compugas equipment.Configure, upgrade, and repair a variety of electronic office equipment.

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  Harland Technology Services

  Jun 2003 - Jun 2012

  Phone Support Technician

  Highest call stats in the department on a daily basis. Approximately 100 calls per day.Coordinate subcontracted calls with the end users and order parts.Monitor managed print services data and interact when needed.Test and repair dot matrix and laser printers as well as replacement parts. Provide technical support for our field technicians and customers.

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  Best Buy

  Jun 2004 - Oct 2016

  Geek Squad Technician

  Troubleshoot Windows, Linux, Mac, and Android OS issues on a daily basis. Test, repair, and upgrade customer’s computers as well as new pc setups.Assist in training all new Geek Squad employees.Provide technical support at the counter as well as customer phone support. Create service repair tags for all broken equipment coming in.Coordinate service plan information with the customer service department.

• 

  ConAgra Foods

  Apr 2012 - Jun 2016

  Desktop Support Analyst

  Support 500-600 business end users and senior leadership.Maintain 98% SLA and close an average of 176 Remedy incidents per month.Manage approximately $800k of asset inventory locally and at thirteen other desktop sites and depots.Troubleshoot and repair all level 2 desktop/laptop helpdesk tickets.Manage Active Directory, SCCM, and SNOW for all machines at my campus.Coordinate and perform all laptop/desktop upgrades and new setups.Install and support telecommunication and audio/video equipment. Show less

• 

  Infosys

  Jun 2016 - now

  I am the desktop services team lead at Conagra Brands. I lead a team of seven technicians between two locations to ensure we meet all customer requests and obligations within SLA guidelines. I maintain a 98% SLA and close an average of 50 Remedy incidents per month myself while also coaching & training the rest of the team as needed with their cases as the desktop SME for this account.The team supports approximately 1,800 business end users including senior leadership.My responsibilities include:Onboarding and training of our entire teamPerforming meeting support for all gold level and above Webex/Telepresence meetings for the Omaha campusProject managementTeam statistical monitoring and reportingManaging approximately $800k of asset inventory in our depot locationsTroubleshooting and repair of all level 2 desktop/laptop helpdesk ticketsManaging Active Directory, SCCM, and SNOW for all users and deployed machinesCoordinate and perform all laptop/desktop upgrades and new setupsInstall and support telecommunication and audio/video equipment Show less

  • Technology Lead

    Oct 2019 - now

  • Technology Analyst

    Jun 2016 - Oct 2019