1. RobertRetoma 15 Mann St. Apt #31, West Roxbury, MA 02132
Robretoma12@gmail.com • Cellular 508-431-0294
Technical Support Representative
Focused, goal oriented, motivated Helpdesk Professional with 7 plus years in desktop/software implementation, networking,
and end user support. I hold the necessary skills in technical problem solving which I believe will achieve great results for
this position.
Qualification Highlights
 Provided top tier technical support by building, maintaining, and repairing network infrastructure to over 5000+ small
businesses while focusing on speed, accuracy, reliability, and efficiency of day to day operation.
 Addressed complex technical issues in a timely manner that resulted in an increase of daily productivity and resulted in
more client satisfaction, thus allowing more time to further assist other technicians to achieve higher resolve.
 Assured exceptional customer service and support by successfully demonstrating my ability to learn, understand, and
increase my knowledge of networking fundamentals - Network Layer protocols - connection oriented TCP and
connectionless protocols UDP, client/server model, application layer protocols such as HTTP and DNS resolution, and
network access devices to achieve convergence.
 Ability to develop and interpret technical documentation for training and end user procedures.
 Expertise in troubleshooting and management of virus, spam, Spy ware and Ad ware infected systems
 Expertise in replacing hardware components such as optical drives, hard drives, memory, adapter cards.
 Ability to absorb new ideas and concepts quickly.
 Proficient System Integrator who resolves complex technical issues under time pressure.
 Strong analytical thinker with attention to time management and follow-up skills
 Able to efficiently multi-task and work under dynamic conditions and constraints with minimal supervision
Technical Skills
Network Infrastructure- Assisted in configuring and maintaining LAN environments, Sonicwall and Cisco routers, DNS, IP,
and NAT policy resolution, Port Forwarding, Firewall Policies. In a lab environment, practiced setting up and troubleshot
various routing protocols and concepts - static routes, distance vector routing - EIGRP, RIP v1 and v2, link state routing
protocol - OSPF, Access-List (ACL's), Variable Length Subnet Mask (VLSM), VLAN/ Inter Vlan routing, Frame Relay, and
Route summarization.
Remote and Wireless Access - Implemented and maintained secure remote and wireless network access utilizing various
software and hardware based solutions - MS Terminal Services, site-to-site VPN. Also utilized various remote services -
PCAnywhere Access Server with encryption, GoToMeeting, Screen Connect.
Desktop and Environment - Troubleshooting, supporting Desktop computers, Printers, Routers, Switches, hand-held
devices and Security Cameras. Implemented patch management and software deployment procedures using Windows
Server Update Service and various vendors software implementation protocols. Implemented endpoint protection hardware
and software based solutions from various vendors - Symantec, Mcafee, Microsoft, Sonicwall, Norton's, Panda. An
understanding of Active Directory and Group Policy Structure
Hardware Knowledge - Cabling standards and implementation of UTP Cables 100BaseTX (CAT 5) for both straight-trough
or crossover connections. Implementation of 802.11 Hyper LAN 2 media. Familiar with characteristics of single mode (SMF)
and multi-mode (MMF) optical cabling through use in a Cisco training lab environment.
OS Knowledge - Operated and performed in various Windows environments, OS platforms Server 2003/2008/2012, MS
Exchange, Window 98, 2000, NT,XP, Vista, Win7 and 8
Languages and Technologies Knowledge - Microsoft Office 2003- 2013, Open Office, Quick-books, I-control, IPos
Interface(GL/AR), POSIPay, Qsr Automation, Talon DVR, Slipstream, Transaction Plus, ZoomPOS, XML, Microsoft SQL
Server 2008/2012, IIS 7.0 / 8, Boncode, Apache, Jakarta, File Transfer Protocol

2. Professional Experience
Hype Innovation, Cambridge, MA January 1, 2015 to June 30, 2015
IT Administrator
 Provided Internal IT Support for US Based Company
 Integrated Innovation Management Software onto 2008 and 2012 Server Environments
 Created and Managed Domain Entries
 Configured various Authentication Protocols (SAML, Shibboleth, LDAP)
 Created, Backed up, and Recovered Database entries in SQL Server 2008/2012
Retail Control Solutions, Needham, MA 2007 to Present
Technical Support Specialist
 Executed software patches, firmware upgrades, and installation of Third Party Enterprise Software for integration with
POSItouch POS System
 Tracked, followed up, and documented reported issues using CRM tracking system to ensure timely resolution
 Duplicated and reported issues internally and in client environment to document and escalate directly to the
manufacturers while working closely with the manufacturer to validate fixes and workarounds for the client’s environment
 Provided assistance to other technicians on while documenting procedures and fixes for online sharing and coaching
them on technical and customer services skills
 Assisted in maintaining and facilitating daily backup procedures for our clients
 Maintained and configured Cisco/ Sonicwall devices for zone and access policies to include port forwarding for DVR
devices, Streaming Music, and third party online applications
 Worked closely with vendors to install, integrate, and troubleshoot IP/Serial connection type Digital Video Systems
 Monitored and performed daily maintenance on both server and client while still allowing normal business to occur
 Addressed Permissions Issues and Configured System User/Group Policies
 Integrated Enterprise Payroll software for Point of Sales System
 Utilized various network Monitoring and Debugging tools to problem solve TCP/IP communication issues
 Consulted with various Program Developers and Systems Engineers for addressing implementation issues
 Trained end user on software product
 Performed maintenance as needed on various Windows OS, patches and updates
 Integrated IP Cameras systems and DVR Software
 Managed Client's AV, permitted programs and excluded system applications
Military Experience
United States Army - Fort Bragg, NC October 1992 to August 1996
82nd Airborne Division
Education
University Of Massachusetts, Lowell, MA 2001
BS, Health Education