Robert F. Hornstein Jr
4001
Cedarbrook Street
Beaufort,
SC 29906
(843)
263-3977
AlaskaRoberts@gmail.com
Work Experience:
Help Desk Lead, Yoh
Services, USMC, Parris Island, SC
Mar 2016 to Present
Provide Customer
support to over 1500 local users.
Lead a
team of help desk professionals, earning a reputation for productivity,
complex problem resolution and professionalism. Proactive self-starter known
to initiate process and system improvements to increase system stability and
staff productivity.
Lead a desktop
support team of 3 technicians, assigning and prioritizing tickets. Send
technicians out to work tickets, resolve issues, and support the customer.
Processed
customer requests for hardware/software moves, add, and changes.
Create new user accounts, request account moves for
users transferring in from previous commands, move transferring accounts to
appropriate container in Active Directory.
Cyber Security
Specialist, MILVETS, USMC, Parris Island, SC
May 2015 – Jan 2016
Using knowledge of information systems
security, principles and concepts, maintain a security program designed to
anticipate, assess, and minimize system vulnerabilities and threats.
Utilizing XCATA maintain a Certifications
and Accreditation program to ensure the security of all networks located with
on MCRD Parris Island.
Establish and maintain a System
Authorization Access Request (SAAR) form program to ensure all customers have
approved access to Marine Corps networks. Verify all Cyber Security training
is completed and recorded.
Using BIGFIX application, push security
patches and updates to all MCRD Parris Island computers.
Using ACAS application, scan all computers
for security vulnerabilities and OPDIR compliance.
Help Desk
Representative, CareCore National, Bluffton, SC
June 2014 – May 2105
Provide customer service to over 3200 local and remote
users.
Develop walkthroughs and policies for all new account
configurations, hardware configurations, and issuing of equipment to new hire
personnel.
Prepare hardware for end users, to include, configuring
thin clients, imaging computers, and programming Cisco VOIP phones
Setup end user computer peripherals and create new
user accounts in multiple systems.
Work incoming help desk calls covering a myriad of
technical incidents including resetting passwords, verifying connectivity, as
well as application issues, identify and recommend solutions to enhance
performance of systems.
Determine performance and effectiveness of upgraded
systems to verify new technologies processes and procedures.
IT Specialist/Assistant Contract Technical
Representative, GS-2210-11, USMC, MCAS Beaufort, Beaufort, SC
Sept 2011 – Mar 2014
Interacted
with peers to resolve hardware and software problems. Provided
technical assistance to personnel involved in system design, programming,
hardware selection and adapting commercially available software to meet the
needs of the customer.
Worked
with Propitiatory government systems. Actively worked in new computer
applications, quickly learned new procedures and programs on a regular basis.
Assisted the Incident Manager with managing Help Desk
activities. Researched, evaluated, and provided feedback on problematic
trends and patterns in customer
trouble tickets.
Responsible for performing a combination of duties, to
include Help Desk phone support, desk-top technical support, and bench-top
computer diagnosis and repair in accordance with established policies and
standard operating procedures.
Diagnosed and resolved problems in response to
customer reported incidents via REMEDY trouble ticketing system; escalated
problems to the S-6 Incident Manager as needed. Processed customer
requests for hardware/software moves, add, and changes.
Approved and tracked MACs from submission to
completion. Ensured customers were notified of status of all MAC
requests.
Contract
Technical Representative, Jacobs & Dept. of Defense, USMC, Beaufort, SC
Sept
2009 – Sept 2011
Provided help desk customer support to MCAS Beaufort
personnel by processing all Station Add, Move, Change Requests in the
proprietary HP NMCI Enterprise Tool
Completed
three base wide computer asset replacements, transitioning over 1450 computers.
Maintained accurate computer asset location information and updated database
in HP NMCI Enterprise Tool. Coordinated
with EDS and customer to provide schedule for deployments.
Ensured
all Government Off the Shelf Applications (GOTS) and Commercial Off the Shelf
(COTS) were verified in Integrated Solutions Framework (ISF Tools).
Jr System Analyst/ Assistant Contract Technical Representative,
EDO Corporation/ITT Corporation, Garden City, NY
Sept 2007 – Sept
2009
Provided
help desk support for over 100 district headquarters personnel by diagnosing
and resolving problems in response to customer requests.
Collected
data manually and via BELARC auditing software to include computer make,
model, serial number, service tags, company asset ID number, software /
programs installed on computers, software CD keys & licensing
information.
Imaged,
configured and troubleshot over 100 new computers for technical computer
replacement for the District headquarters. Maintained computer systems
and performed memory upgrades. Managed system resources, monitored
performance, availability and capacity.
Analyzed
monthly reports for receipt of services and verified requirements were with
limits prior to CTR submitting orders to EMarketplace from NET.
Sales
Representative/Database Administrator, Unique Distributors, Long Island, NY
& LaVergne, TN
June
2003 - Sept 2007
Responsible
for the timely and accurate entry of sales & marketing data into
companywide, web based data repository.
Entered
over 3000 products in to the database, this data included product
description, details, cost per unit, cost with markup and all manufactures
data. Created a multitude of queries to facilitate the generation of
hundreds of sales related reports.
Converted
all paper process to an online document management system, trained all sales
employees on using new system.
Tracked
and maintained all vendors and clients, updating all personal contact
information, ensuring that all forms are correctly filled out based on vendor
or client type and level of agreement.
Content Manager/Administrative Assistant to
CEO, Online Benefits, Uniondale, New York
Sept
1999 – Dec 2002
Managed
web based human resource related content & information, including forms,
health benefits packages, plan descriptions and brochures for posting on the
Internet.
Ensured
web content conformed to established company policy and verified information
for 100% accuracy. Responsible for maintaining a database of over 300
Health Care Providers, 2000 health care forms, and over 100 live websites.
Developed
and implemented a robust forms database, using Adobe Acrobat to create and
Microsoft Access to record all data. Edited and modified interactive
forms for on-line use.
Performed
companywide hardware & software computer inventories &
auditing. Entered collected data into Microsoft Access & SQL
databases.
Education
AJ Dimond High
School, Anchorage, Alaska - 1987
Hardware/Software BigFix, ACAS, HBSS, MS Office Suite,
Remedy Ticketing System, Citrix Management Console, Active Directory, MS
Exchange 2010, CAD/CSD (Cisco Agent/Manager Desktop), Cisco Unified CM
Console, VMWare Manager, RightFax, WebEx Connect, Remote Desktop, Team
Viewer, Tight VNC viewer, Symantec Ghost, Clonezilla, Symantec PC Anywhere,
Adobe Creative Suite, ActivClient, Blackberry Enterprise Tools,
OmniPage Pro, OmniForm, MC400, System I Navigator, BackUp Pro, ISF Tools,
NMCI Enterprise Tool 6.0, Service Request Eform, BelArc Belmanage.
Certifications: COMPTIA Security + CE,
Federal
Virtual Training Enviornment Courses: DISA ACAS 4.6, DISA HBSS, DoD IA Bootcamp,
IPv6 Security, Introduction to Investigation of Digital Assets
Security Clearance: Active Top Secret SSBI
Typing: 55 WPM