Resume

Rob Cocker
South Hadley, MA
919.272.5045
RJWCocker@gmail.com

Summary Over 10 years experience crafting IT service and infrastructure for stability, value, and flexibility with an additional 10 years experience in a technical sales capacity and as a customer facing technician. Possesses an excellent understanding of what an organization needs and what individual users need from technology in order to be successful.


Experience St. Timothy’s School, Raleigh, NC – 7/2017 to Present
Network Administrator

  • Replaced all outdated network hardware including firewalls, switches, and Wi-Fi access points
  • Configured, launched, and promoted ticketing system for issue tracking and problem resolution
  • Created and maintained network map and campus layout including access points and network hardware
  • Management of on-site VOIP phone system including all IVR phone trees, recordings, and schedules
  • Researched, tested, and implemented dynamically updating campus video signage
  • Took on additional responsibility as brand compliance coordinator for signage and publications
  • Created Help Desk website with simple user directions plus entire IT infrastructure documentation
  • Regularly use Google G Suite administration for Chromebooks, Jamboards, email, and access policies
  • Familiar with GoGuardian Admin and Teacher components
COVID-19 initiative: Created preliminary COVID-19 health screening website, form, and database. Contributed to distance learning planning and implementation including data privacy and compliance. Configured phone system with off-site phones and switchboard along with calling features to accommodate remote working. Scaled IT and network infrastructure to host local and off-site AV simulcasting to support hybrid teaching format. Expansion included major Sonicwall firewall upgrade and network configuration rebuild, essentially overnight. Serve as proctor and simulcast assistant for at least two classes a day.

Server replacement and consolidation: Rebuilt and expanded virtual infrastructure on new redundant hardware. Replaced outdated battery backup and expanded UPS to all network equipment. Consolidated six physical servers into the virtual environment. Added virtual linux servers for network monitoring and Chromebook print tracking.


WorkSmart, Durham, NC – 6/2016 to 2/2017
Service Delivery Manager

  • Responsible for managing a team of tier 2 and tier 3 technicians to ensure clients received the best advice, planning, consulting, and support
  • Managed resources for new customer and product on-boardings, technology upgrades and migrations, and all tier 2+ service requests
  • Gathered data from multiple sources and regularly reported on SLA performance, employee efficiency, and customer satisfaction
  • Served as primary customer contact regarding service satisfaction issues and managed prompt and satisfactory resolutions

Capstrat, Raleigh, NC – 3/2007 to 6/2016
Vice President Technology Manager

  • Managed DNS, DHCP, TCP/IP, and Active Directory configuration, settings and changes
  • Maintained, upgraded and Cisco firewall and Cisco Catalyst network infrastructure
  • Managed and monitored issues and responses using OTRS ticketing system
  • Monitored server and network health of 45 internal devices and many customer services using Nagios
  • Maintained relationships with vendors to ensure best service and pricing
  • Responsible for management of several IT team members including Mac and PC help desk
  • Maintained and contributed to wikis containing procedures and disaster recovery information
  • Researched, planned and presented technology needs based on company’s needs and growth
  • Responsible for documentation and reporting Sarbanes-Oxley IT compliance and resolutions
Data center move: Responsible for technology planning and design approval for a new 38,000 square foot office build. Worked with architects, electricians, network installers, A/V specialists, HVAC and Telco to design technology infrastructure for the new space. Completed data center move in a half-day with minimal downtime.
Infrastructure virtualization: Using a VMware cluster running on NetApp storage, all suitable servers were migrated from physical to virtual machines. Single-handedly virtualized Microsoft Exchange, SQL, IIS, Terminal Services and Antivirus, saving considerable contractor expense. Worked with internal Linux Systems Administrator to migrate open-source systems.
Data backup and archiving: Installed and configured Dell server hardware, Quantum tape library and NetVault backup server software to archive a terabyte per month of video production and company data. Configured Exchange Server backup using NetApp SnapManager for Exchange. Set up NetApp SnapMirror to hourly sync all data off-site to a colocation facility.
Phone system migration: Worked with internal and external technology teams to migrate Cisco Call Manager phone system to Asterisk-based Switchvox system. Reconfigured Cisco phones to work with the new system, cutting the project cost in half. Conducted a non-disruptive night switchover.

Sign Supply U.S.A. (EPS Associates), Levittown, PA – 2/2004 to 2/2007
Senior Trainer / Technician

  • Conducted customer training on image processing software and printing hardware from several vendors
  • Installed, configured, and networked Macintosh and Windows server hardware and software
  • Built custom ICC color profiles for aqueous and solvent printers that optimize ink usage, lamination, and most importantly, color gamut

Charrette, Horsham, PA – 8/2003 to 2/2004
Trainer / Technician - NY, NJ, PA

  • Installed and trained customers on Mimaki, Hewlett Packard and Epson large format inkjet printers
  • Built custom ICC color profiles for Charrette branded media
  • Trained and supported customers on Onyx and Wasatch RIP server software
  • Managed demonstration facility and prepared for all customer visits

Xerox, Philadelphia, PA – 8/2000 to 7/2003
Sales Support Technician - Eastern US

  • Performed product demonstrations to prospective clients and existing customers
  • Consulted with customers on product integration into existing systems
  • Provided sales team with proper hardware, software and computer configuration for each customer
  • Installed and configured operating systems including Windows, MacOS and Linux
  • Recognized for technical support of award winning sales team

EPS Associates, Wynnewood, PA – 11/1999 to 8/2000
Technician

  • Conducted client demonstrations of large format inkjet printers and RIPs
  • Consulted with client on software and hardware configuration, and integration with existing equipment
  • Set up RIP servers and graphics workstations including all hardware, software and operating systems
  • Installed RIP servers, workstations, printers and all peripherals
  • Trained clients on use and configuration options of new equipment

Education

  • MCSE training – Computer Network Technologies – 7/1998
  • UNIX basics – Employment enrichment, Penn State Great Valley – 6/1997
  • Bachelor of Science in Graphic Design, Drexel University – 6/1995
  • Honors: Phi Eta Sigma National Honor Society and Kappa Omicron Nu National Honor Society