1. joyjrobinson@gmail.com  2851 Wallingford Drive, Houston, TX 77042 713-494-7212
OBJECTIVES
Detailed-oriented, analytical individual looking to secure a position that will utilize exceptional problem-
solving, communication and IT skills
SKILLS
Ticket Systems: Heat, Remedy, ServiceNow
Remote Software Tools: Dameware, Nable, GoToAssist, TeamViewer, ProxyPro
Operating Systems: Mac OS, Windows 7, 8 and 10
Software: Ms Office 2010-2016, WebEx, RSA, Office365, Mimecast.
Document Managment - iManage FileSite, iManagement Desksite and Worldox
Mobile Devices: Android, Blackberry, iPhone, & iPad
EXPERIENCE
Adaptive Solutions Telecommute
Service Desk Analyst July 2014 – Current
Provide technical support for several Law Firms
Troubleshoot Citrix/VPN/VDI connection issues
Troubleshoot issues with iManage Filesite, iManage Desksite and Worldox
Support of Microsoft Office applications
Troubleshoot network connectivity issues
Printer installation and troubleshooting
Resolve remote connectivity issues
Provide setup and support for mobile/handheld devices. iPhone/iPad/Android
Office365 configuration and troubleshooting.
Baker Botts LLP Houston, Texas
Service Desk Analyst April 2013 – July 2014
Provided high quality, responsive, 1st level customer support to business groups within the firm
Troubleshoot hardware, operating system, network connectivity (including remote access), and MS Office
issues
Created/removed VOIP accounts in Cisco Call Manager.
Installed/troubleshooting Citrix Clients. Granted customer access to groups and Distribution List in Active
Directory.
Troubleshoot iManage Filesite Issues.
JOY ROBINSON

2. JOY ROBINSON
pg. 2
2
ExxonMobile  Houston, Texas
Desktop Support Technician December 2012 – March 2013
Provided desktop support for at least 400 internal clients
Configuration, installation, and maintenance of desktop equipment and associated software
Imaging of desktops and laptops
Network connectivity troubleshooting
Installation and setup of Cisco IP phones
Conference room set up of network and video
Troubleshoot HP printers and plotters
Jacobs Engineering  Houston, Texas
Helpdesk Analyst August 2006 – December 2012
Provided application, network and hardware support over the phone and in person for onsite as well as field
employees who worked at client sites in the oil and gas industry.
Responsible for creating new user accounts for new employees using Active Directory.
Responsible for disabling user accounts upon leaving the company. Configured user email accounts in MS
Outlook.
Configured Blackberry/Smart phones for exchange server use.
Imaging of desktops and laptops.
Provided remote support for software and in-house application issues using DameWare Remote PC tool.
Set up laptops for field employees with Cisco/VPN software.
Custom Built PC's for certain departments that need higher end video cards and more memory than what is
found in their standard Dell pc's.
Network installation of software.
Responsible for maintaining and updating the Helpdesk SOP
EDUCATION
Houston Community College
Network + Certification Prep Course
January 2016
Helpdesk Institue
HDI Certificaiton
January 2003
Prince George’s Community College
Computer Information Systems, AS
May 1995