Billy Roberts 804 Austin St., Bastrop, Texas 78602 | 512.581.1849 | billyfroberts@gmail.com

Professional Summary

· Detail-oriented Computer Technician with 21 years of high-quality technical service experience in a large corporate environment for internal and external clients, ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of Windows based servers, desktop, laptop, multifunction printers, and mobile devices.

Highlights

· Troubleshooting proficiency

· LAN aptitude

· Proficient in Microsoft Operating Systems and Active Directory

· Basic knowledge of Linux command line and installation

· Microsoft Certified Professional (MCP) Certification

· A+ Certification

· Network+ Certification

· ICSA Customer Service Level II Certified

Work History

LEAD IT ENGINEER FOR 3M TSSD, 05/2012 TO CURRENT

MAXIS GROUP – AUSTIN, TEXAS

· Setup and configure server and desktop hardware for 3M customers.

· Maintain accurate hardware and software inventories.

· Manage “Hardware/Software Refresh” program that purchased, configured, and installed over $500k in hardware and software.

· Negotiated a Custom Service Agreement with Microsoft for continued Windows XP support.

· Assist 3M Corporate IT with moves and setups for new hires.

· Provided base level IT support to TxDot for the TxTag project.

· Built and maintain successful relationships with HP Support and Service group.

TECHNICAL ENGINEER – CHECK 21 DIVISION, 12/2010 TO 05/2012

JACK HENRY AND ASSOCIATES – ALLEN, TEXAS

· Provided base level IT support to non-technical personnel within the business.

· Managed call flow and responded to technical support needs of customers within the required SLA

· Worked with Development Team on quality testing of beta and production software enhancements.

· Followed up with clients to ensure optimal customer satisfaction.

· Used previous banking software experience to excel in assisting difficult customer issues.

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CONSULTANT, 03/2009 TO 11/2010

BASTROP PRIVATE CONSULTING – BASTROP, TEXAS

· Delivered on-site IT and AV technical support for 25 business customers.

· Collaborated with retail businesses on how to embrace technology to grow their customer base and retail sales figures.

· Provided full consulting service for retail and professional businesses, including the purchase and installation of desktop computers, laptops, voice over IP phone systems, and mobile devices.

· Provided after-hours support for applications and computer hardware when needed.

SUPPORT SPECIALIST LEVEL 1 - CRM, 10/2008 TO 02/2009

CORETRAC – AUSTIN, TEXAS

· Answered incoming customer support requests by phone and email.

· Resolved all Level 1 support incidents, including data analysis using Microsoft SQL Server and Microsoft CRM.

· Provided end user training for 50+ clients on proper administration of proprietary CRM software.

· Created 350 page technical document for all end users of the company proprietary CRM software.

SOFTWARE IMPLEMENTATION ENGINEER LEVEL II, 05/2007 TO 06/2008

BANCVUE – AUSTIN, TEXAS

· Implemented and administered proprietary banking software for a minimum of 5 clients per quarter.

· Trained end users on administrative applications and created test plans to ensure proper functionality.

· Reconfigured MS SQL tables and proprietary software application for use by Credit Union customers, which led to an additional 25 new clients.

· Identified potential sales and cross-selling opportunities.

· Created end user documentation to assist Implementation Engineers with support and installation of proprietary software applications.

Education

Associate of Science: Computer Science, Current

Austin Community College – Austin, Texas

Accomplishments

· Promoted to Lead IT Engineer in 20 months of contract employment with Maxis Group.

· Recognized for excellence in contributions to S1 STARS program in 2004.

· Received the S1 2005 Activities Award in Gold Star Service.

· Former President for All About Families, a non-profit organization.

· Avid photographer and videographer.

· Was picked to catch the first pitch in 2014, for the Round Rock Express minor league baseball team, that was thrown by former MLB All Star pitcher Nolan Ryan.