Spenser Robinson

Experience

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  UNO Computing Center

  Feb 2006 - May 2007

  Help Desk Consultant/Student Worker Manager

  Assist approximately 75-100 end-users per shift with login, password, and other related issuesDiagnose and troubleshoot hardware and compatibility issuesProcess trouble tickets in a timely and thorough manner while maintaining professionalism and courtesy I.T. / M.I.S

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  Belle Chasse Academy

  Dec 2007 - Mar 2012

  Help Desk Analyst

  Analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.* Perform routine tasks to maintain computer equipment and their peripherals.* Intake, record, track, and document all help desk requests and document actions taken through the final resolution.* Prioritize and respond to users' request for assistance with the operating system, applications, computers, printers, and other IT equipment.* Performs hands-on fixes at desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.* Notify users that equipment is ready to be picked up.* Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.* Evaluate documented resolutions and analyze trends for ways to prevent future problems.* Document, track, and monitor the problem to ensure a timely resolution.* Check and respond to voicemail and e-mail.* Move request toward resolution by completing them or providing a resolution to the end user.* Primary responsibility is user support and customer service. Be present and visible at the Helpdesk and available to users requiring technical assistance.* Learn fundamental operation of commonly used software, hardware, and other equipment.* Follow standard Help Desk operating procedures; accurately log all Help Desk contacts via online Help Desk request.* Assist the Systems Administrator in unlocking accounts for the staff, students, and employees with technology-related issues.* Other duties as assigned by the Systems Administrator.* Reports directly to the Systems Administrator. Show less

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  CommTech Industries

  Mar 2012 - Jun 2015

  Service Desk Analyst

  • Serve as the “Face of IT” for all sites in LA, traveling or consulting by phone in response to maintaining functionality of Microsoft servers, laptops, tablets & desktops.•Provide project management and technical consultations to evaluate needs and deliver technology solutions to meet ever-changing business demands. Troubleshoot network equipment; identify / resolve system deficiencies; train end-users.• Establish system requirements/criteria and specifications for new acquisitions or integrations; recommend upgrades; provide contract options (hourly or monthly fee).• Deliver technical support at the network level: WAN & LAN connectivity, routers, firewalls, & security and remote access solution implementation & support: VPN, Terminal Services, & Citrix.•Quickly & accurately manage the most complex (Tier II & III) Help Desk issues; resolve issues remotely (first) or fix on-site.• Provide disaster recovery solutions and support; remotely monitor and manage system alerts & notifications; maintain system documentation; review tickets in ConnectWise ticketing system; backup & restore all data.• Work with Service Desk Dispatcher to ensure requests are routed to proper resource; escalate service requests requiring engineer-level support; enter all work, time and expenses in ConnectWise ticketing system as it occurs. Show less

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  Belle Chasse Academy

  Jun 2015 - now

  Technology Manager

  • Coordinates, audits, and documents the status and involvement of network projects.• Partners with Director of IT to review and address all network hardware and software needs for the organization.• Installs and monitors network software, hardware and related patches• Maintain servers, identify and resolve issues• Required to update and or review other IT related issues.• Responsible for monitoring and maintenance of the following main areas:o Enterprise network for data and telecommunications: Local Area Network Wireless Network Remote Network Access Network Firewalls with DMZ Network hardware inventory VoIP Phone managemento Physical servero Server Operation Systemso Print Serverso Microsoft Active Directoryo Microsoft Exchangeo ePrism Email Filter Systemo iPrism Web Filtering Systemo Backups for network, servers, and datao Antivirus Systemo Server downtimeo Network hardware inventoryo Network Securityo File/Data Securityo Data center▪ Uninterruptable Power System▪ Equipment Racks▪ Patch Panel• Oversees day-to-day network support, to ensure network printing, and software applications work properly with the network• Troubleshoots software for all End Users• Creates and maintains hardware, software and data communications inventory logs and IT documentation• Ensure that the latest virus programs and DAT file are loaded on all servers and workstations• Creates and maintains documentation as it relates to networking• Stays current with industry trends to keep the company at the forefront of hardware.• Maintain, troubleshoot, and repair workstations and laptops. If repairs cannot be completed in-house, consults with the Director ofInformation Technology for resolution.• Assists Director of Information Technology in developing the IT budget• Performs other duties as assigned• Chromebook Device Management• Google Admin Console Management Show less