Paul Rohrbaugh

Experience

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  National Product Services

  Oct 2002 - Nov 2007

  Field Technician

  Performed assembly of bicycles, ready-to-sell furniture, grills, and lawn and garden retail products. Certified in bicycle assembly and repair. Passed online module in grill assembly certification. This was an independent job working with major retailers. Record product information, labor codes, and serial numbers on worksheets that are mailed to the corporate office weekly. Receive assignments by voice-mail and work independently at an area location.

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  Hope Community Church

  Feb 2007 - Apr 2010

  IT Support

  Provide remote and onsite desktop support with user accounts, malware removal, and upgrades. Configure Windows settings, install software and applications like Office and symantec security. Troubleshoot other tech problems like cables, network settings, and printers.

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  RadioShack

  Nov 2008 - Mar 2015

  Assistant Manager

  Provide expert advice and sales to customers who are shopping for consumer electronic (CE) products and wireless phones. Training and knowledge of electronic parts, computers and accessories, and mobile products such as phones and internet adapters. Responsible for important store procedures like: opening and closing store duties, financial reports, completing payroll, shipping and receiving merchandise, and sending e-mail results to the District Manager. Coach new sales associates on the RadioShack sales path, complete scheduling weekly, and performance tool editing. Show less

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  Fast-teks On-Site Computer Services

  Dec 2008 - Nov 2015

  Computer Technician

  Repaired, optimized, administered, and configured computer and network systems for residential and business clients. Utilized anti-virus, performance tune-up, and data transfer software at tech appointments in the market area. Also utilized computer repair tools and and tech parts for fast and efficient repair for clients. I completed several tech certifications including A+ and network+ and hold a four year bachelor's IT degree.

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  Adecco Engineering & IT

  Mar 2015 - Jun 2015

  Service Desk Analyst

  Provide help desk support to corporate end users. Log incident tickets and take phone calls from users. Resolve errors quickly and efficiently. Training on corporate applications and incident procedures.

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  HCL Technologies

  Jun 2015 - now

  Senior IT Analyst

  •Provide expert level 2 technical support of enterprise software applications for an on going project. •Support Azure Virtual Desktop AVD and remote apps using thin client workstations and laptops. •Document all issues and requests into Service-Now call logging software and followed up with the users. •Consistently meet and exceed the benchmark expectations for number of incident tickets resolved per month. •Help with training of new employees on VPN, Office 365, and Azure RD applications using KB articles. •Utilize remote tools like Bomgar, RDP, MS Teams, and a VDI (Virtual Desktop) to troubleshoot incidents. •Successful track record of resolving escalated incident tickets transferred to the tier 2 RDS team. •Demonstrated service desk performance, was rated in the top three agents in key metrics several times. Show less