Home - Arlinda Robinson | IT Project Manager

^{About Me}

I am an IT professional with over 10 years of experience in technical support, IT operations, service delivery, and project coordination. My background includes application support, troubleshooting, hardware and software deployment, network support, onboarding and offboarding, IT procurement, and documentation. I also bring experience working in Agile and Scrum environments, supporting process improvement, team collaboration, and operational efficiency. I take pride in delivering dependable support, maintaining strong service standards, and helping organizations run smoothly through practical, user-focused technology solutions.

Competencies & Technical Skills

Project & Agile Management

Agile Methodologies (Scrum, Kanban) • Safe Scrum Master Practices • Sprint Planning & Execution • Backlog Grooming • User Stories • Stakeholder Management • Project Lifecycle Management • SDLC • Waterfall Methodology • Cross-Functional Team Leadership • Risk Management • Change Management • Resource Planning • Budget Management • Project Scheduling • Continuous Improvement

IT Service Management (ITSM)

ITIL Framework • Incident Management • Problem Management • Change Management • Service Delivery • SLA Management • Escalation Management • Root Cause Analysis (RCA) • Knowledge Management • Service Desk Operations • IT Operations Management

Tools & Platforms

Jira • Confluence • ServiceNow • SCCM • Microsoft Project • Azure DevOps • Active Directory • Office 365 / Microsoft 365 • Intune • Entra ID (Azure AD) • Citrix • SharePoint • Teams • Power BI • Tableau

Technical Support & Infrastructure

Application Support • Network Troubleshooting • Hardware & Software Deployment • System Administration • Endpoint Management • Cloud Services (Azure) • Identity & Access Management (IAM) • Remote Support Tools

Data & Reporting

Data Analysis • KPI Reporting • Performance Metrics (Cycle Time, Lead Time, Throughput) • Dashboard Reporting • Excel (Advanced) • Data Visualization

Leadership & Business Skills

Team Leadership • Vendor Management • Client Relationship Management • Communication & Presentation • Process Improvement • Training & Documentation • Strategic Planning • Operational Efficiency

EXPERIENCE

Non-Profit Organization | Atlanta, GA

IT Technical Analyst | Scrum & Agile Operations

January 2023 – Present

Serve as a key IT operations and service delivery professional supporting a fast-paced nonprofit environment, with responsibility for Service Desk operations, end-user support, asset management, onboarding, and continuous process improvement. Support more than 150 users in the Atlanta office while partnering across technical and business teams to maintain operational stability, improve service performance, and deliver a high standard of user support.

Key Responsibilities

Manage day-to-day Service Desk operations for 150+ users, ensuring timely resolution of incidents, service requests, and escalations in accordance with service level expectations and organizational priorities.
Oversee the full IT asset lifecycle, including procurement, inventory control, deployment, maintenance, replacement, and recovery of hardware, software, and mobile devices.
Administer and support cloud-based printing solutions, including user access, provisioning, troubleshooting, and coordination with external vendors to resolve service issues efficiently.
Lead onboarding and offboarding activities for new hires and departing employees, including Active Directory and Microsoft 365 account provisioning, equipment configuration, system access, and end-user orientation.
Utilize ServiceNow and related ticketing tools to manage support queues, prioritize incidents, monitor trends, track service performance, and improve operational efficiency.
Analyze ticket volume, recurring issues, and service patterns to identify root causes and implement process improvements that enhance user experience and reduce repeat incidents.
Partner with infrastructure, network, and security teams to troubleshoot and resolve complex technical issues while supporting broader enterprise initiatives and operational projects.
Create, update, and maintain technical documentation, standard operating procedures, and knowledge base content to strengthen team consistency, improve response times, and support self-service adoption.
Provide hands-on technical support for desktops, laptops, mobile devices, software applications, and virtual environments to maintain business continuity and minimize downtime.
Manage vendor relationships related to hardware, software, and IT services, ensuring timely delivery, issue resolution, and cost-conscious procurement decisions.
Deliver high-quality customer support by translating technical issues into clear, practical guidance for non-technical users, staff, and leadership.
Operate effectively in a high-demand environment by balancing multiple priorities, responding to urgent support needs, and maintaining a strong focus on service excellence.
Represent the IT function with professionalism and accountability while reinforcing organizational values in all interactions with internal stakeholders, leadership, and third-party partners.

FERGUSON ENTERPRISES | Contract - Remote

Newport News, Virginia

IT Operations, Telecommunications & Infrastructure Project Coordination

January 2022 - January 2023

Supported nationwide telecommunications, infrastructure, and IT facility initiatives by coordinating voice, data, network, and hardware requirements across multiple distribution and corporate facilities. Served as a central point of contact for internal stakeholders, vendors, contractors, inspectors, and technical teams to ensure timely delivery of infrastructure projects, facility enhancements, and operational support services. Brought strong experience in IT operations planning, telecommunications coordination, vendor management, asset tracking, project documentation, infrastructure deployment, and cross-functional communication.

Key Responsibilities and Contributions

Coordinated telecommunications and infrastructure requirements for distribution facilities across the United States, partnering with outside service providers and internal teams to support the timely completion of ongoing projects.
Supported IT Operations planning strategy by aligning facility technology needs, operational services, and workplace support requirements with broader business goals and organizational priorities.
Served as the first point of contact for internal and external stakeholders requesting daily facility-related IT support, project coordination, and communications regarding renovation projects and innovative technology initiatives.
Acted as liaison for maintenance contractors, inspectors, vendors, and third-party service providers, ensuring clear communication, issue resolution, and project follow-through.
Managed Tech Center warehouse operations, including database oversight, shipping and receiving coordination, inventory control, and asset tracking for hardware and equipment.
Initiated and coordinated new phone setup and telecom service requests for new hires, ensuring timely provisioning and readiness for business operations.
Reported and escalated hardware and audio/visual equipment issues through the IT Self Service process, supporting rapid resolution and minimal operational disruption.
Ordered new and upgraded voice and data services based on network engineering standards, technical requirements, and infrastructure design specifications.
Maintained internal databases to track assigned assets, inventory records, project activity, and service requests, improving accountability and operational visibility.
Coordinated with engineering, project management, technical support, and security teams to define requirements, support implementation efforts, and ensure alignment across IT initiatives.
Managed and coordinated daily IT Department facility demands, balancing competing priorities while maintaining responsiveness and service continuity.
Prepared and provided quotes for IT facility enhancement projects, supporting budgeting, planning, and project approval processes.
Supported implementation of key technologies including wireless networking, VoIP, data routing and switching, PBX systems, call routing technologies, structured cabling, and infrastructure hardware.
Partnered with network engineering teams to define network hardware requirements, validate technology needs, and support infrastructure readiness.
Reviewed and interpreted site surveys, floor plans, and technical drawings to identify project scope, infrastructure needs, installation requirements, and potential gaps.
Collaborated with vendors to define infrastructure requirements for corporate facilities and ensure accurate delivery of equipment, services, and installation support.
Ordered, coordinated, and oversaw installation of required telecommunications hardware, network equipment, and supporting infrastructure across multiple locations.
Participated in testing, validation, and issue identification following initial installations, tracking deficiencies and driving follow-up actions through completion.
Ensured accurate and timely documentation of all project activities, change requests, work orders, and infrastructure updates within enterprise systems and project tracking tool
Maintained adherence to defined project communication plans, ensuring stakeholders received timely updates on project status, issues, risks, and next steps.
Coordinated and monitored third-party contractor activities to ensure compliance with timelines, quality standards, and project requirements.

Dentons US

Atlanta, Georgia

Technical Support Specialist

November 2021 – PRESENT

Provide IT support (Windows 7, Windows 10, mobile devices) in line with "service excellence" and global standards to users in all regional offices
transition all Atlanta users to windows 11 and m365
Respond to customer/user support needs, inquiries, and requests promptly and professionally.
Follow through on assignments and issues pertaining to internal customers.
Perform software/hardware installation and support.
Responsible for incident tracking and meeting SLAs in Atlanta office and be responsible for resolving service desk tickets.
Ensuring that incident queue management goals are met.
Ability to work through complex problems and multitasking.
Act as point of contact for Atlanta office related IT needs and communicate with firm-wide IT staff, IT Client
Services management, and local Office Management as necessary.
Act as an escalation point for any problems in the Atlanta office to resolve and work with firm-wide IT staff and Client Services management to resolve.
Work closely with the local Office Management to assist in Client meetings and Audio Visual setups in the Atlanta office.
Work with the Regional TSS Lead and other IT teams to continually improve the service offered in the Atlanta office.
Responsible for following Dentons imaging procedures as well as inventory, resource and asset management in the Atlanta office.
Assist with and organize local office projects that require IT assistance, supervising firm-wide IT directed projects locally and responsible for move, add and change requests for the Atlanta office.

MAG Mutual Insurance Company

Atlanta, Georgia

Service Desk Specialist

August 2020 to November 2021

Served as a first point of contact for all internal technology needs and issues, resolving a large percentage without escalation.
Key contributor to a steady stream of enterprise level project work.
Consistently, accurately, and in a timely fashion record all service requests and issues in the Service Desk ticketing system (Service Now)
Triage tickets to other members of the IT team when necessary and/or appropriate.
Provide hardware and software support for both on-site and off-site employees, including PC’s/Macs, smartphones, printers, A/V equipment, and associated accessories.
Image and distribute new PCs as directed by management.
Create job aids for users and system documentation for other support personnel.
Creation and maintenance of user accounts and password resets for the network and various enterprise applications.
Document, track and monitor issues to ensure a timely resolution.
Diligently ensure that all equipment is properly recorded and tagged, and that software licensing is strictly enforced.
Update I.T. procedural documentation
Create training for all employees through presentations and documentation.

MDL AUTOMATION

Alpharetta, Georgia

January 2017 to January 2021

Senior Technical Support Specialist - Tier 2

Administered desktop computers, printers, routers, switches, firewalls, phones, smart-phones, software deployment, security updates and patches.
Further, provide assistance with installing new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
Configure and manage users and devices in Active Directory.
Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
Provide 2nd tier support per request for customers when related to hardware or network issues, including programming equipment.
Perform regular security monitoring to identify any possible intrusions.
Troubleshoot problems reported by internal users.
Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.

NTHRIVE, INC. Alpharetta, GA

May 2016 – February 201

Tier 2 Application Support Specialist

Assists colleagues and clients by providing quality technical support via telephone and email.
Responsible for service request ticket creation, routing, tracking, updating, escalation, resolution, and completion in a professional and timely manner.
Perform user account administration login/permissions using AD Manager and Active Directory
Configuration, installation of software and shipping of hardware to clients and colleagues
Contributing knowledge-base articles for use by other support analysts while also using existing articles to resolve issues. Work with senior engineers to expand my knowledge of key technology engineers
Utilize ticketing system to record details of issues being worked, documenting internal procedures
Assist with on-boarding of new employees, mentoring new colleagues.
Manage and monitor production applications for performance and health
Provide monitoring and maintenance of servers
Communicates ticket status to colleagues and clients, gathering necessary information to support and assist colleagues and clients with issue resolution.
Escalates colleague and client concerns or system issues as needed to management or to appropriate staff according to approved procedures.
Participates in beta test production changes, and create Support Services documentation.