1. ROBERT DULTZ
13772 Sunset Shores Drive, Cedar Springs, MI. 49319
954.547.6057 cell • dultzy1@yahoo.com
SENIOR SYSTEMS ANALYST
Proven success delivering high-caliber support to diverse enterprise infrastructure and desktop technologies;
seamlessly lead IT configuration, administration, and support operations to consistently achieve performance
objectives. Plan and manage the end-to-end project life cycle; consult on enterprise-scale project governance
strategies. Collaborate cross-functionally to define and deliver technology-driven business solutions, leveraging
interpersonal talents to drive stakeholder relations and cross-functional collaborations. Core Competencies:
 Enterprise Infrastructure Support
 Software Configuration / Implementation
 Vendor Relationship Management
 Full Life Cycle Project Coordination
 ITIL Service Methodologies
 Process Redesign & Improvement
 Backup / Recovery & DR Frameworks
 Technical Process Documentation
TECHNICAL PROFICIENCIES
Platforms: Windows XP / 7, Windows Server 2000 – 2012, Citrix
Tools: MS Office Pro, Sunpro, Telestaff, Munis, Kronos, Medtronics, Netmotion, Theatre Manager
Hardware: Servers,Desktops, Laptops, Mobile Devices, Peripheral Devices
EXPERIENCE HIGHLIGHTS
CITY OF MIRAMAR, Miramar, Florida
Systems Analyst II, 2004 to 6/2015
Transitioned from contractor to employee in ’07, delivering diverse technical support and services to a wide range
of city departments and serving in principal Help Desk support role. Liaised cross-functionally, acting as bridge
between the business and technical operations and ensuring consistent attainment of business objectives. Resolved
major, escalated system issues, orchestrating resolution processes through completion. Authored comprehensive
technical documentation. Developed and delivered training to junior IT staff.
 Achieved and sustained Help Desk first-contact issue resolution rate of 90%; managed high-volume of
trouble tickets, evaluated and diagnosed diverse technical problems and end-user issues, and led multiple
concurrent support efforts, conceptualizing and devising best-fit solutions.
 Created and introduced a comprehensive technical support database to record issues and resolution
processes,substantially improving Help Desk operations and streamlining support efforts.
 Served in dedicated support role for city Fire Department’s infrastructure from ’08 to ’14, supporting
department hardware,software,and office / vehicle communication systems; cultivated expertise in Fire
Department systems through intensive self-study and extensive collaboration with technology vendors
and played instrumental consulting role across existing solutions, including patient care reports,
scheduling software,and field patient monitoring devices.
*** Additional experience as Call Center Technician, 1998 to 2003,with The Answer Group (Margate, Florida);
earlier experience includes 6-year service tenure as Fire Control Technician within the US Navy. ***
EDUCATION & CREDENTIALS
Bachelor of Arts in Psychology | UNIVERSITY OF FLORIDA, Gainesville, Florida
Professional Certification: ITIL Foundation, 2015
Training & Development: Windows 7 Enterprise Desktop Support, 2015 | Configuring & Troubleshooting a
Windows Server 2008 Network