Robert J. Sears(602)750-3403

rjsears427@gmail.com

Professional Summary

Successful IT professional with 21 years’ experience leading technical teams and resolving complex customer issues within Fortune 150 global organizations. Excellent customer relationship building and problem solving skills.

Skills

Platforms: Windows 95 – Windows 10, Apple iOS

Applications:

Office & Outlook 98 – 2016

Certifications:

A+, Windows NT, Dell and IBM PC’s

Work Summary

Senior Desktop Technician, Oct 2005-PresentFreeport McMoRan Copper & Gold, Phoenix, AZ Provide top level IT support for C Level Leadership. Direct involvement with Windows Architects with SCCM, SEP, VPN

troubleshooting. AD Administration for client, PC accounts and software distribution. Ongoing Hardware refresh utilizing SCCM for both in place and

replacement imaging. Utilize Bit Locker, encrypted AEGIS drives per company security policy. Deploy and support for Apple iPad & iPhone devices- enterprise

connectivity. Provide high level technical support for over 1,000 corporate and remote

employees. Work with confidential and secure client information on a daily basis. Partner with vendors for timely problem resolution. Full support (audio and video) for in house and offsite company leadership

meetings. Troubleshoot LAN, PC, PDA connectivity issues. Address complex and aging tickets for timely resolution, mentor new

employees. Completed several ad-hoc projects as dictated by changes in MIS

environment. Client relationship building is a top priority, continually in at over 90%

customer satisfaction in annual reviews.

ROBERT J SEARS 2Desktop Support Site Lead, Feb 2002-Jun 2005IBM Global Services, Phoenix, AZ Directed a team of 10 desktop technicians serving over 500 employees

and backup support for an additional 15 techs supporting an additional 1000 employees.

Prepared weekly reports of tickets resolved to bring them into SLA compliance.

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.

Initially employed by Entex, insourced by Honeywell then outsourced by IBM with increasing job requirements and promoted from tech to site lead.

Senior Customer Care Specialist, Oct 2000- Feb 2002Honeywell Aerospace Phoenix, AZ Resolved technical issues and customer service requirements, including

the deployment of PCs, installation of software applications, troubleshot and repaired PCs.

Created PC imaging area and computer deployment process, improving the process saving time and operational costs.

Improved skills in Windows 2000 through self-study and on the job training.

Improved customer satisfaction by prompt resolution of issues.

Team Leader and Customer Engineer, Jul 1998- Oct 2000Entex Information Services, Phoenix, AZ Directed a team of deployment technicians (5-15) on the Y2K Cigna

Healthcare travel team. Installed a Cigna Y2K compliant image, tested standard/non-standard

applications and provided post deployment support. Promoted to Team Leader after one month of service Traveled to multiple sites in the US and Ireland operating in a 24 x 7

environment.

Junior Network Administrator, Oct1997– Jun 1998Analysts International Corporation, Phoenix, AZ Responsible for maintaining and troubleshooting a 20-user Ethernet

network. Supported Lotus Notes server and an NT 4.0 file server with Windows 95,

NT 3.51 and 4.0 workstations. Reconfigured user desktops with Windows 95 and NT 4.0, Lotus Notes

4.5a, Microsoft Office and Internet Explorer. Daily duties involved the resolution of user issues, tape backups, network

password resets. Assisted Y2K upgrade at Salt River Project headquarters.

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ROBERT J SEARS 2

Education

BS, Business Administration, University of Phoenix, Phoenix, AZ 1990Minor in Operations Management University of Phoenix, Phoenix, AZ

1990AAS, Electronics Technology, Glendale Community College, Glendale, AZ

1988MCP Windows NT Workstation 4.0, Networking Essentials, A + Certification

2000Microsoft Certified Professional Training Program: Academy of Business 1995

Fast Start in Project Management by Systemation 2006Crucial Conversations FCX Leadership Development 2011

Influencer Training FCX Leadership Development 2012 Good comprehension of both written and conversational Spanish

Additional Information

Volunteer work for The AZ Humane Society, Habitat for Humanity and St. Vincent DePaul.

Continuous giver and volunteer projects for the United Way, United Blood Services

Volunteer work for several NASCAR races with the Eagles and at Camp Civitan.

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