ROBERT YODER

29 Lenon Drive

Little Rock, AR 72207

501-442-7657

ryoder1975@hotmail.com

CAREER PROFILE

A Technical Support Specialist with 10 years of experience in IT. Extensive experience troubleshooting proprietary software utilized within healthcare, commercial banking, financial institutions and commercial manufacturing and distribution. Expertise in analyzing, diagnosing and addressing network connectivity issues. Analytical and adept at resolving desktop hardware and software problems. High level of communication skills, successful at cultivating a positive customer-focused working relationship with clients while identifying and providing solutions to issues.

 

AREAS OF STRENGTH AND EXPERTISE

 

·               Information Technology ·               Interpersonal Communications ·               Analytical Problem Solving ·               VoIP Knowledge ·               Virus and spyware removal ·               Server management

·               Network Monitoring & Support ·               Strategic Planning & Analysis ·               Project Management ·               Leadership ·               Active Directory ·               Self-directed

·               Technical Support ·               Supervision/Mentoring ·               Customer Relations ·               Desktop and laptop troubleshooting proficiency

 

PROFESSIONAL EXPERIENCE

 

ALLIED TECHNOLOGY GROUP, Little Rock, AROct. 2011 to Oct. 2014

Desktop - Network Support Technician

Provide technical support and problem resolution to customers via telephone while simultaneously utilizing remote software to connect to and manipulate customer’s host machine. Maintain company servers, computers, printers, Cisco routers, switches, cabling, ASA firewall devices, wireless access points and other equipment or peripheral devices needing attention. Acted as primary contact for computer hardware and software problems, as well as network emergencies for approximately 25 companies encompassing approximately 1200 machines (servers, desktops, laptops) and 300 other network devices (printers, scanners, UPS, etc.).

 

Additional responsibilities include diagnosing network problems, configuring and loading new desktops and laptops with client-requested software, and resolving technical issues utilizing ConnectWise CRM software suite. Also assisted in monitoring and reporting on website traffic and performance via Websense, Cisco Ironport, Barracuda Web-Filter, Solar Winds Orion Network and Performance Monitor. Installed and maintained Cisco Unified IP Phones, Cisco Unified Communications Manager, and Cisco Unified Presence Server, Allworx 6x Business VoIP Phone System, and installed and monitored server backups for approximately 15 clients and 40 servers utilizing Storage Craft Image Manager and Shadow Protect.

 

·               First point of contact for the following products within the Financial Institutions sector : FIS – Horizon, Business Platform Manager, IAcquire, AllView, Encompass,  Jack Henry - Core Director, Fiserv/PCS - Precision Core Processing, Integrated Teller, Vision Character – PCS, SHAZAM online banking, Lending Cycle, FIS – Card Wizard – CDARS – Online Banking – Passar – Cash Pro, Davis and Henderson – Decision Pro - Laser Pro and Mortgage Bot

·               First point of contact for the following products within the HealthCare Industry: Harmony – SAMS Case Management, Abila MIP-Fund Accounting, HP Medicaid, Healthware, Fleet Maintenance Pro, RouteMatch

·               Experience as the first point of contact for the following products: Sage Fixed Assets, Sage Mas 90, Vermont Information Processing (VIP) - Micro Vane Route Accounting System (dBEV) - Electronic Data Interchange (EDI)

 

 

 

·               Additional software utilized include MS Office Suite 2003/2007/2010/2013, Labtech Remote Monitoring and Management,  Adobe Acrobat Professional, MS Visio, MS Windows Server 2003/2008/2012, MS Windows SBS Server 2008/2011, MS Lync 2010, MS Exchange 2003/2007/2010/2013, MS SharePoint 2010, Basic DOS batch files, VMware-vSphere vCenter, Dameware, LogMeIn, LogMeIn Rescue, Bomgar Jump Client, Blackberry Enterprise Server, Shadow Protect, Storage Craft Image Manager, Biz Docs

 

Key Accomplishments:

·               Spearheaded an initiative to utilize SharePoint as a repository for team members to store and maintain accurate client network documentation, as well as specific hardware and software solutions

·               SharePoint initiative resulted in Level 2 and Level 3 technical having enough time away from daily trouble tickets to allow the company to grow and update the infrastructure

·               Composed, documented and distributed a training manual to assist all new team members.

·               Composed, documented and distributed a manual to all night-shift employees which outlined their role and specific client responsibilities after normal business hours. This manual further included step by step instructions on how to alleviate any recurring or prevalent obstacles I had encountered over the course of 11 months working the night shift.

 

IMTEK DIRECT MARKETING, Bridgeport, NJNov. 2009 to Oct. 2011

Lead IT Specialist/Assistant Network Admin—Senior Data Analyst

Utilized SQL 2000/2005/2008, MS-Access, VBA, Visual Studio 2005/2010, ASP.NET, C++.NET, ADO.NET, JavaScript, IIS, Windows Server 2003, Variable Data Program (VDP), MapQuest API, Google API, Satori BulkMailer, and PlanetPress Suite 7 to support company’s services. Maintained and monitored Microsoft Windows Server 2003 server environment, including: 8 standalone Dell Power Edge servers, 15 individual Windows XP workstations, a single Unix Machine and 4 Ricoh Network printers.

 

Key Accomplishments:

·               Implemented enhancements within Imtek’s current variable data program to bring all print mail campaigns up to USPS standards

·               Incorporated Satori’s data hygiene product Bulk Mailer Professional within Imtek’s mail campaign programming environment

·               Assisted in the development of a Network Disaster Recovery Plan (DRP), as well as a Complete and Differential Data Backup Plan and Archival Processes

 

 

WATCH HOUSE INTERNATIONAL, LLC, Ozark, MOJan. 2009 to Present

Lead IT Specialist

Built and analyzed Excel reports, tracked each individual law enforcement officer’s ammunition expended, expenses incurred and training hours logged for the 24 national venues within the Federal Flight Deck Officer Program. Created Excel spreadsheets providing ongoing fiscal summary of all 24 training venues and individual reports for each of Watch House’s 130 employees

 

REPS RETAIL EXPERTS PROFITABLE SOLUTIONS, Bentonville, ARJan. 2008 to April 2009

National Account Analyst

Built and maintained Excel reports to handle inventory levels and store rankings, as well as category sales. Collected, analyzed, and distributed customer POS reports pulled from Retail Link, and communicated weekly and monthly objectives to field personnel. Analyzed retail sales data for clients including Duracell/Proctor and Gamble within Wal-Mart, Target, Meijer, Blain’s, Toys R Us, to identify growth opportunities.

 

ACXIOM LITTLE ROCK, Little Rock, ARNov. 2000 to Aug. 2007

Client Delivery Specialist/Technical Support Specialist

Maintained in-house data products specific to insurance sector of Bank of America. Provided data analysis reports to clients. Served as liaison between in-house data products and client, addressing all problems and issues. Responsible for end-of-month accounting processes on several major accounts associated with our large cooperative database, ensuring all clients were billed in a timely and accurate fashion.

 

 

 

 

EDUCATION AND TRAINING

 

Marketing Analyst Program, Northwest Arkansas Community College - 2008

Bachelor of Science (Cum Laude), Hispanic Studies, University of Barcelona, Barcelona, Spain - 2004

Bachelor of Science (Dean’s List), Business and Marketing, University of Arkansas, Little Rock, AR – 2003

 

 

PROFESSIONAL DEVELOPMENT

 

Microsoft Certified Technology Specialist (MCTS): Windows 7, Configuring (70-680)

A+ Certified

Business Communication Skills in a Retail Environment – NWACC

Data Analysis using Excel

Data Analysis using Access

Member, Association for Computing Machinery (http://www.acm.org)

 

 

TECHNICAL EXPERTISE

 

Operating Systems:

Windows XP/Vista/7/8/DOS, MS-Server 2003/2008/2012, MAC OS X

 

Database Administration:

MS-SQL Server 2000/2005/2008, MySQL, MS-Access

 

Data Warehousing:

Data modeling (MS-Visio), Data Mapping, and Data Normalization using RDBMS concepts and constructs, creating Tables, Views, Indexes, Stored Procedures, Functions, Triggers.

 

Developing, Monitoring and Migration:

of DTS and SSIS packages, Data Extraction, Transformation, and Loading, SQL server backup and replication procedures, scheduled client/executive report.

 

tuning, maintenance, optimization of databases:

using various SQL server tools. Skilled in Work Flows, Data Center Architecture, System Backup/Restore, System Automation & Standardization, Process Improvement, Information/System Security Policies, Enterprise Anti-Virus/Anti-Malware Infrastructure, Disaster Recovery Plan, Dell servers, HP servers, Active Director, Network Security & Enterprise Anti-virus — Maintenance and Administration on SQL server 2000/2005/2008.

 

Infrastructure/Networking:

Windows Server 2003/2008/2012, Windows SBS Server 2008/2011 Infrastructure Architect & Administration, TCP/IP, DNS,DHCP, FTP, PPTP, SMTP, POP3, VPN, Firewalls, Routers, Switches, Load Balancing, Network High Availability, Active Directory, Network Security & Enterprise Anti-Virus, Security Tools Distributed File System.