Robert Cressman
Exton
Summary
Versatile, focused, and results-driven professional with exemplary qualifications and experience to support and manage activities, projects, and initiatives requiring strong technical skills in hardware, software, networking, and project management. Adept at working effectively independently and collaboratively in demanding and deadline-driven environments to accomplish goals while managing competing priorities and delivering superior results. Use excellent interpersonal skills to build productive working relationships with co-workers, staff, and management.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Senior IT and Communications Technician
Downingtown Area School District
09.2018 - Current
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Installed and configured new devices and system components.
- Responded to service requests during and after business hours.
- Coordinated installation of new users and relocations of existing users.
- Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Implemented training programs to improve knowledge and skills of new technicians.
- Provided training to customers to enhance use and understanding of network systems.
- Implemented security measures to protect network systems from unauthorized access and threats.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Performed periodic system upgrades and maintenance to meet industry standards.
- Performed quality assurance on systems to confirm optimal performance.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Installed and repaired network cabling, hardware and software to maximize operational efficiency.
- Developed detailed documentation and technical manuals for telecommunications systems to comply with regulations.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Assisted in development of system security protocols.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Configured and tested new software and hardware.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
- Tested new software and hardware prior to deployment.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
IT Manager/Sole Proprietor
Cressman IT Solutions
04.2015 - 09.2018
- Building and managing a business supporting the computer needs of local residents and small businesses, utilizing my experience in technical support and my passion for customer service
- Provide IT consultation, repair and networking services, and onsite support to assist business owners in understanding their IT infrastructure, and provide customer support staff training as required
- Excellent communication and diagnostic skills, reputation for productivity, decisiveness, innovation, complex problem resolution and professionalism
- Proactive self-starter known to initiate process and system improvements to increase customers’ systems stability and staff productivity
- Exceptional listening, questioning skills, and patience to achieve complete resolution and excellent customer satisfaction
- Provide customer support through web based ticketing system
- Schedule and service all onsite visits
- Provide onsite training in basic use and Microsoft Office Excel, Power Point, Access, and Word
- G-Suite and Microsoft 365 Administration
- Manage operating budget, asset control, inventory management and hardware procurement
- Responsible for all business marketing, cost and budget analysis, AR/AP
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Customized and repaired technology based on staff requests.
- Created and terminated user's accounts from start to finish in business applications.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Participated in business events, conferences and trade shows to promote products and network with business owners and prospective clients.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reported issues to higher management with great detail.
Technician III
Atos
07.2011 - 03.2015
- Company Overview: Siemens IT Solutions was sold to Atos in July 2011
- As lead technician, trained and mentored local, remote, and overseas personnel
- Managed imaging of all machines for North America
- Maintained inventory of computers, peripherals, and parts for North America
- Ensured onsite software and hardware support for 450 employees
- Provided third level phone support for all Americas
- Remotely resolved issues for VIPs or any calls that could not be resolved by other Tier II technicians
- Tested and gave feedback on any new software before introducing it to the environment
- Provided phone support to dispatch technicians in remote offices
- Wrote technical documents and instructions for Tiers 1, 2 and 3 and added them to a national database to ensure accuracy of responses and consistency with other Help Desk personnel
- Provided outstanding communication skills, interfacing effectively with upper management, vendors, staff, peers and users
- Siemens IT Solutions was sold to Atos in July 2011
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
Technician II
Siemens IT Solutions
10.2004 - 07.2011
- One and a half years on Microsoft's Migration team, migrating hospitals, factories and offices to Windows
- In 2006, hand selected and assigned to XL Group in an IT support role, and continued with contract until February 2015
- New hire setup/termination and related asset tracking for all of North America
- Installed, tested, and maintained a variety of computers, printers, network hardware and software systems on local-area network and wide-area network connections
- Conference room audiovisual support for video conferencing, including maintenance on various projectors, cameras, smartboards, Polycom, Crestron and Room Wizard units
- Worked with users to evaluate and solve technical issues, by phone or onsite
- Established and maintained a parts inventory for personal computers and supplies
- Troubleshot network performance issues with LAN, WiFi and Cisco VPN
- Setup and support for smartphones and tablets (iOS and Android)
- Maintained a log of completed work using an incident-tracking application
- Manage and monitor queries to 3rd party vendors
Electronic Warfare Systems Specialist
United States Air Force
03.1993 - 03.1999
- USAF lead installer of complex electronic warfare systems and equipment on combat planes, per United States government regulations
- Deployed to several global locations, and worked during times of government conflict through Gulf War
- Used hand tools, technical manuals, electronic formulas and discrepancy documentation to ensure top performance of complex equipment
- Responsible for testing beta equipment with government contracted build facility
- Consistently completed projects and installations on or ahead of schedule as well as on budget
- Performed duties under combat conditions
- Ensured ample training of new personnel in limited time
- Read manuals and wiring diagrams to install, troubleshoot, repair and calibrate electronic equipment to specification
- Planned, supervised and participated in activities of personnel involved in Federal Aviation
Education
Information Technology -
University of Pheonix
Phoenix, AZ01.2001
Electronic Warfare - Vocational Certificate
Community College of the Air Force
Keesler AFB, MSSkills
- Team Building & Mentoring
- Migrations/Integrations
- Expert Customer Support
- Training and mentoring
- Help Desk Management
- Business & IT Planning
- Procurement
- Problem Solving
- Costing & Budgeting
- Decision Making
- Mobile device management
- Wireless networking
Certification
- Microsoft Certified MMS Technician, 04/2006
- CompTia A+, 06/2004
Professional Organization Memberships
- Tri County Area Chamber of Commerce, Pro-Business Council Member, 06/2015, 07/2017
- Pennsylvania Chamber of Commerce, 07/2015, 07/2017
- U.S. Chamber of Commerce, 01/2016, 07/2017
- Building a Better Boyertown, 06/2016, 07/2017
Timeline
Senior IT and Communications Technician
Downingtown Area School District
09.2018 - Current
IT Manager/Sole Proprietor
Cressman IT Solutions
04.2015 - 09.2018
Technician III
Atos
07.2011 - 03.2015
Technician II
Siemens IT Solutions
10.2004 - 07.2011
Electronic Warfare Systems Specialist
United States Air Force
03.1993 - 03.1999
Electronic Warfare - Vocational Certificate
Community College of the Air Force
Information Technology -
University of Pheonix
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