Robert Roy Lunsford III
Charlotte
Summary
Detail-oriented IT professional with extensive experience in delivering technical support and managing IT infrastructure. Expertise includes installation, troubleshooting, and maintenance of systems, fostering strong customer relationships to enhance service quality. Background in education management enhances the ability to support diverse user needs.
Overview
11
11
years of professional experience
Work History
Lead Information Technology Specialist
Charlotte-Mecklenburg Schools
05.2023 - Current
- Monitor and assist students in the use of the computer; instruct students and teachers on the use of the computer; instruct parents on the use of educational computers; assist students through drill, study and research activities.
- Manage on-site student behavior at sites receiving remote instruction.
- Provided technical support for hardware and software issues across departments.
- Responded to user inquiries via phone, email, and in-person effectively.
- Installed and configured operating systems and essential software applications.
- Conducted routine maintenance on computer systems to ensure optimal performance.
- Documented support processes and created user guides for common issues.
- Facilitated onboarding of new employees by setting up IT systems and providing training.
- Maintained inventory of IT equipment and ensured proper asset management.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Developed and implemented troubleshooting processes that enhanced customer satisfaction and streamlined support operations.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Demonstrated advanced product knowledge to solve customer issues.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Maintained up-to-date case documentation for future reference.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Supported customers with online billing, access, and account issues.
- Stayed abreast of latest software developments to enhance job knowledge.
- Cleared significant backlog of support tickets after major system malfunction to restore service.
- Assisted in the development and updating of technical documentation and support guides.
- Performed password resets, unlocked accounts, and adjusted security settings.
- Participated in after-hours on-call rotation for critical support needs.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Updated customer information and account status in the database following each interaction.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Oversaw daily performance of computer systems.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maintained positive working relationship with fellow staff and management.
Computer Support Specialist
Guildford County Schools
Greensboro
10.2021 - 05.2023
- Managed IT infrastructure to maintain optimal system reliability.
- Coordinated software installations and updates to enhance departmental functionality.
- Provided technical support for staff and students across multiple school sites.
- Installed and configured software applications on various devices and platforms.
- Troubleshot hardware issues for computers, printers, and other equipment.
store Operation Manager
Dollar Tree Stores
Danville
10.2018 - 10.2022
- Managed daily store operations and ensured compliance with company policies.
- Supervised staff performance, providing training and support to improve service quality.
- Implemented inventory management systems to optimize stock levels efficiently.
- Analyzed sales reports to identify trends and recommend improvements.
- Resolved customer inquiries and complaints, increasing satisfaction and loyalty.
- Coordinated promotional events, enhancing visual merchandising to attract customers.
- Collaborated with cross-functional teams to streamline operational processes.
- Collaborated with other departments within the organization to ensure smooth business operations.
- Ensured compliance with all safety regulations and policies in the workplace.
Data Entry Clerk
Piedmont Community College
Roxboro
10.2015 - 10.2017
- Entered and maintained student data in college database systems to ensure accurate records.
- Processed enrollment forms, verifying information accuracy to support enrollment objectives.
- Assisted in generating reports for departmental reviews and audits, aiding in compliance and assessment.
- Assisted prospective students with application processes and required documentation.
- Coordinated campus tours and information sessions for incoming students.
Education
Bachelors Degree Cyber Security And Operations - CYBERSECURITY AND OPERATIONS
ECPI University
Charlotte, NC05-2027
Associate of Science (A.S.) - Computer information Technology
Piedmont Community College
Roxboro, NC05-2015
Diploma - Diploma
Orange Senior High
Hillsborough, NC06-2008
Skills
- Technology Management
- Information Technology
- Computer Information Systems
- System administration
- Infrastructure
- LAN/WAN
- Network protocols
- Technical support
- Software diagnosis
- Technical issues analysis
- Data management
- IT asset management
Timeline
Lead Information Technology Specialist
Charlotte-Mecklenburg Schools
05.2023 - Current
Computer Support Specialist
Guildford County Schools
10.2021 - 05.2023
store Operation Manager
Dollar Tree Stores
10.2018 - 10.2022
Data Entry Clerk
Piedmont Community College
10.2015 - 10.2017
Bachelors Degree Cyber Security And Operations - CYBERSECURITY AND OPERATIONS
ECPI University
Associate of Science (A.S.) - Computer information Technology
Piedmont Community College
Diploma - Diploma
Orange Senior High