1. ROBERT ROSA
80 Eutaw Street, Boston, MA 02128
617-606-2958 | Robert.rosa16@gmail.com
SKILLS:
• Formal training in conflict resolution and high quality customer service
• HP Service Manager 7
• Microsoft Office Applications – Word, Excel, PowerPoint and Outlook
• PC builds, software and hardware installation, and basic network administration
• Proficient in both English and Spanish
• Excellent project and time management
• IT Essentials: PC Hardware and Software Cisco Certificate
• SpiceWorks 101 Certificate
WORK EXPERIENCE:
Boston Private Bank & Trust Company Boston, MA
Desktop Support Technician October 2014–Present
• Support over 10 office locations providing desk side assistance
• Addressing over 30+ tickets in Footprints ticketing system
• Working with help desk team on upgrading IT equipment
• Setting up new users using active directory and installing bank applications
• Maintaining an accurate inventory of all PCs on a Microsoft Access database
• Assisting users with Audio, Web and Video Conferencing meetings
• Working individually with over 50+ users on their IT related needs
• Assisting manager on IT projects
BV Investment Partners Boston, MA
Information Technology Specialist Desktop Technician Assistant June 2012–Present
• Support 20-30 users on a daily basis
• Provide desktop support on PC issues
• Troubleshoot PCs remotely using Proxy Pro Master/RDP
• Assist IT manager with daily projects
• Rebuild Desktops and Laptops
• Administer virtual backup jobs through Veeam
• Document every issue/support through SpiceWorks ticketing system
Partners Healthcare Wellesley, MA
Information Systems/Help Desk Analyst Intern August 2011–January 2012
• Addressed over 50 IT service calls on a daily basis
• Administered tickets to assigned groups depending on situation

2. • Logged and tracked tickets via HP Service Manager - 7
• Troubleshot PCs remotely to resolve issues
Dough East Boston Boston, MA
Cook February 2009–July 2011
• Communicated with and served more than 50 customers per shift
• Maintained a clean work area at all times
• Performed cashier duties accurately and with a positive attitude
• Prepared ingredients and toppings for subs, pizzas and pasta
East Boston YMCA Camp Boston, MA
Assistant June 2008–August 2008
• Organized educational and fun activities for young children
• Served lunch and breakfast for young children
• Supervised the safety of children ages 7-12
• Chaperoned youth on various field trips
EDUCATION:
Year Up, Inc. Boston, MA
Technical Certificate – Information Technology March 2011–January 2012
• Dual enrollment at Cambridge College
• Earned 18 credits towards degree