Kim R Robinson
Orem, UT
801-472-4554 – kimrrobinson@gmail.com
I am a self-motivated, knowledgeable professional, providing technical guidance and support within the IT industry. Expertise in merging companies and systems, streamlining core functions (i.e. networks, file shares, server access) in the development of an optimized systems.
Education
Master of Science: Computer Information Systems, University of Phoenix.
Bachelor of Science: Information Technology, University of Phoenix.
Professional Summary
IT support professional with a strong background in managing and resolving technical issues. Skilled in troubleshooting, system optimization, and providing top-notch customer support. Focused on team collaboration and adaptable to changing needs, ensuring reliable and efficient IT operations.
Accomplishments
- Upgraded digital phone system to VoIP
- Redesigned and implemented new wired and wireless network
- Upgraded MS Windows server hardware, OS and applications
- Consolidated and implemented full data center migration
Skills
- IT expenditure oversight
- Technology infrastructure administration
- Information technology purchasing
- Strategic enterprise architecture
- Technical support coordination
- Cybersecurity risk management
- IT inventory oversight
- Management of IT operations
Work Experience
IT Manager | July 2022 – Current
Legally Mine LLC | Orem, UT
- On-site Information Technology staff
- Break/fix computer and network issues.
- Projects as management requests
- Coordinate with outsourced IT partner
- Replace outdated network infrastructure, gateway/security system, switches, and server
- Renegotiated leased printers for better month-to-month costs
- Purchase software licenses, workstation hardware,
- Assist with on-boarding new employees
- Adjust SaaS software licenses (Adobe, M365, Google) as needed
Senior IT Specialist | July 2021 – July 2022
RimPorts, LLC (Sterno Company) | Provo, UT
- Provided excellent customer service by responding quickly to IT service requests; sharing detailed information in response to questions, assisting with project implementations, and following up on outstanding requests in support of the management team
- Participated in the design and development of new server architecture to deliver highly scalable, enterprise-class hosting services for customer workloads
- Facilitated the process and procedures for transition of existing lines to a PBX system, porting over 100+ existing numbers (including DID and toll free numbers)
- Integrated 20+ employees into the existing active directory, email, and VPN environment; allowing for a seamless merging of companies
IT Systems Administrator (Infrastructure Team) | February 2017 – July 2021
Rise Services, Inc. | Orem, UT
- Managed and monitored network/server VM Systems, ensuring optimal performance and security compliance amongst all users
- Monitored the customer service ticket queue to ensure all inquiries were answered in a timely and detailed manner
- Provided cross-departmental support for a team of 5+ IT and Help Desk technicians, applying IT expertise in the troubleshooting and development of solutions to technical issues
- Resolved escalated and assigned tickets by providing Level 3 tech support, offering resolutions within 24 hours
IT Support Specialist | October 2015 – February 2017
Rise Services, Inc. | Orem, UT
- Developed a user strategy for operation within Microsoft Active Directory consistent with corporate standards and best practices
- Troubleshot and repaired software issues on Microsoft network servers, desktops, laptops, and Mac computers for an average of 10 internal customers daily
- Coordinated with both internal and external teams to provide customer support, resulting in a reduction of user errors
- Provided additional support in remote offices as needed, including helping with the installation of new systems and hardware
Certifications
- UBIQUITI UniFi – Enterprise Wireless Admin
Additional Experience
Web Expert
EIG/Bluehost | Orem, UT
- Successfully assisted over 200 customers with website setup, organizing website hosting control panels and helping with selection of web domains based on individual needs
- Edited content on customer websites to improve search results for specific keywords, providing guidance on current best practices within Reputation Monitoring and SEO
- Assisted customers in organizing social media pages and accounts, giving detailed instructions on how to best use all aspects of the site (including specific uses of Social Media widgets and membership options)
- Demonstrated the ability to construct SEO-friendly and mobile-responsive sites within a few minutes
iProfessional / Technical Support
Teleperformance | Lindon, UT
- Troubleshot and repaired problems with computer programs using standard diagnostic software troubleshooting techniques, technical knowledge, and the support of colleagues
- Responsible for handling data requests from office staff, including deliverables such as Excel spreadsheets and database queries
Remote Technician / Account Manager
iTOKhelp.com | Lehi, UT
- Managed a team of 2-6 technicians, modeling the following proper work procedures: time management, effective communication, and quality assurance
- Updated and installed new software, such as anti-virus software, to ensure security systems were up-to-date
IT Help Desk Analyst/Site Services
Symantec/EDS/Pinnacle | Lindon, UT
- Maintained accurate information on the status of level 2 items within the Ticketing System; including tracking of open tickets, priority levels, and assigned users/groups
- Verified hardware and software configuration, resolving issues with hardware and software installations, scheduling repairs for malfunctioning equipment, ordering new equipment, and maintaining inventory of parts and supplies
Microsoft Service Professional
Microsoft / Convergys | Orem, UT
- Researched and developed solutions to critical technical issues by utilizing Microsoft system tools and resources
- Wrote Knowledge Base Solutions documents, containing step-by-step instructions (with pictures and diagrams) that taught users how to use specific software and perform hardware configurations
Software and Hardware Skills
Website Builders (CMS): WordPress, Weebly
Operating Systems: Windows, Hyper-V, VMware, Active Directory, Exchange, Mac OS, Linux
Microsoft Office: Word, Excel Powerpoint, Access, Project, Publisher
Additional Software: Word Perfect, Electrical CAD, Architectural Drafting
Hardware: VPN routers, VOIP phone systems, Ubiquiti Unifi Network (Wired and Wireless), Cisco Meraki Gateway, Nutanix Server
Core Competencies
Proactive, Customer Service, Technical Aptitude, Written/Verbal Communication, Professional Development, Collaboration, Analytical, Project Management, Multitasking Skills, Flexible
Kim R Robinson 