1. Jereld J Robinson
3004 Hillandale #1
Durham, NC 27705
919.381.5280
jrobinson13@nc.rr.com
TECHNICAL ABILITY
• CISCO Systems/Devices • Trouble-shooting • AS-400
• Desktop/Laptop Systems • TCP/IP Configuration • Microsoft Office
• OS Fundamentals • Technical Support • Microsoft Active Directory
• Windows/Mac/Unix • Hardware/Software Install • Microsoft Networking
Practical I.T. Experience
 Troubleshooting, Maintenance, Reimage, and Recovery of Windows/Mac
Desktops/Laptops including XP, Windows 7, Mac 10.5 through 10.8
 Set up and configuring network and troubleshoot connection issues, file and printer
sharing, and firewalls on Windows AD and Exchange servers 2003 and 2010
 File transfer and back up procedure of multiple OS systems
WORK EXPERIENCE
GFI Software 04/14-02/15
Technical Support Representative
Deliver service and support to customers via phone, email, and/or chat. Organize ideas
and communicate messages appropriate to listeners and situations. Interact with
customers to provide and process information in response to inquiries, concerns, and
issues. Effectively gather, analyze, and troubleshoot customer information and confirm
understanding to successfully diagnose and resolve technical support issues. Research
required information using available resources: test environment, knowledge base, case
system, teammates, etc. Redirect or escalate issues appropriately when issues are outside
of support boundaries or when resolution cannot be confirmed. Maintain thorough and
accurate documentation of cases through case management system. Follow standard
processes and procedures. Offer solutions to issues that are often non-standard/non-
routine and require some clarification. Maintain in-depth knowledge of GFI products and
services. Provide feedback and recommendations regarding how to improve processes,
knowledge base, products, tools and training. Other related duties and special projects as
assigned

2. Datrose at Kodak 06/13-01/14
Support Agent
Support of Kodak Kiosk, including OS, software, and hardware issues for fortune 500
retailers. Tickets created from remote alerts and help desk calls were resolved via remote
or instructing retailer’s employee on How-Tos. Replacement equipment, parts, and
technicians would be dispatched if determined necessary for hardware issues. Software
issues not resolvable due to code, was escalated to Kodak engineers.
IBM-CompuCom at Cisco 6/10-10/12
Insight Global contracted 6/10-12/10
Service Desk Assoc.
GTRC (Global Technical Response Center) Windows & Mac VIP Support Specialist
Supported Cisco employees and contractors by providing technical assistance for hardware,
software, and access issues which included desktop, laptops, routers, IP phones, mobile
device, VPN, password resets, intranet and account access issues. Software support included
Cisco, Microsoft, and other third party programs such as Oracle, including troubleshooting,
install/removal, access issues through web based clients, and backup/recovery of data.
Supported OS were XP, Windows 7, Mac 10.5 through 10.8 on Windows AD network
including Exchange 2003 and 2010 servers. Starting position was for general support and
ended with VIP and Mac tier 2 specialists.
H&R Block 12/07-04/10
District Technical Support Specialist
Responsible for the setup and configuration of PCs for retail tax offices in the Triangle
area. Backup and save existing client tax data, re-image servers with Ghost 8.0 and PXE-
Boot configure and setup office network, configure VPN routers and modems.
Acted as the only tech support contact in case of breakdowns or problems that arose.
Maintained and configured H&R Block “E-file” machines which send all tax data to the
IRS Transferred files for updates & during re-image processing
TECHNICAL TRAINING
New Horizons Computer Learning Center Raleigh, NC Finished
Basic understanding of development, networking, security and business concepts
Install, configure, upgrade and troubleshoot vendor neutral systems and printers
Perform preventative maintenance and repairs on motherboards and processors
Perform post installation configuration including user configuration, apply service packs, etc.
Experienced in Internet, Intranet, Extranet and e-commerce technologies