1. ROBERT J. SEARS
(602)-750-3403 | rjsears427@gmail.com
EXECUTIVE SUMMARY
Senior IT professional experienced resolving complex client issues. Excellent client/team relationship building and problem solving within Fortune
150 global organizations. Regularly sought after by corporate executives to rapidly resolve complex IT challenges. Looking to pivot career towards
network/security roles.
Supports C-Level Leadership IT needs Trusted Advisor Team Supervision and Training
Manages multiple concurrent Projects Software Overhauls/Distribution Data Management and Security
Configuration management Versioning, technical architecture Client focused solutioning
PROFESSIONAL EXPERIENCE
SENIOR DESKTOP TECHNICIAN Oct 2005 – PRESENT
FREEPORT MCMORAN COPPER & GOLD PHOENIX, AZ
• Provide full spectrum level IT support for C Level Leadership
• Dedicated technical support for over 1,000 corporate and remote employees, clients view me as the go to person to get things done
• Offer solutions for the latest technology break-fix
• Active Directory Administration for client, PC accounts and software distribution
• Ongoing Hardware Project refresh utilizing SCCM for PC imaging
• Apple iPad & iPhone devices, mobile connectivity break-fix
• Direct involvement with Windows Architects and Network Engineers
• Work with confidential and secure client information on a daily basis.
• Partner with vendors such as Accenture, Apple, Dell, Verizon and Xerox for timely problem resolution.
• Proficient in Agile ticket based managed service
• Troubleshoot LAN, PC, PDA connectivity issues.
• Address complex and aging tickets for timely resolution, mentor new employees.
• Client relationship building is a top priority, continually in at over 95% client satisfaction rating as determined by client email surveys
DESKTOP SUPPORT SITE LEAD Oct 2000 – June 2005
IBM GLOBAL SERVICES PHOENIX, AZ
• Supervised a team of 10 desktop technicians serving 500+ employees and a backup role for an additional 15 techs supporting 1,000 employees.
• Initially employed by Entex, insourced by Honeywell, outsourced to IBM promoted from tech to Site Lead
• Reduced ticket backlog from 30 to 15 days by focusing on delinquent tickets.
• Maintained service levels of 92% resolution time by correctly coding customer tickets.
• Worked with various department supervisors and team members to resolve MIS issues and improve delivery.
• Produced weekly reports of tickets resolved to bring them into SLA compliance
CERTIFICATIONS, Platforms, Training & SKILLS
PLATFORMS | Microsoft, Apple iOS, Cisco
CERTIFICATIONS | Microsoft Windows Certified Professional, Apple, iOS Cisco, A+, Dell and IBM PC’s
TRAINING | Project Management, Cisco CCNA/CCENT/CCDA/CCNA: Security Quad Training 2016
CISCO TRAINING | CCENT, CCNA, CCNA Security
FCX LEADERSHIP DEVELOPMENT | Crucial Conversations, Influencer Training
LANGUAGES | Fluent in English, Functional in Spanish
EDUCATION
BACHELOR OF SCIENCE, BUSINESS ADMINISTRATION | UNIVERSITY OF PHOENIX 1990
Minor in Operations Management
ASSOCIATE OF APPLIED SCIENCE, ELECTRONICS TECHNOLOGY | GLENDALE COMMUNITY COLLEGE 1988