Ricardo Walton

Senior Support Analyst

Ricardo M. Walton

**** ********* ****

(C) 678-***-**** (Fax) 484-***-****

Acworth, Georgia 30101

E-mail: acf898@r.postjobfree.com/

Experience

First Data Inc. / TASQ

Marietta, Georgia

Associate Customer Service/Technical Call Center Representative

Jan 2011 Present

-Respond to a range of calls from merchants, banks, and sales representatives in regards to Point of Sale (POS) terminals and their functionality.

Answering their questions and resolving their problems in a variety of areas:

Terminal Truncation, file builds, edits and reprogramming of credit card terminals

-Terminal problems, involving PC based remote deposit issues, which may incur troubleshooting a malfunctioning terminal device or printer and balancing batches.

-Assist in troubleshooting internet / PC related issues

-Merchant Activation, Teletraining(on remote deposit software) and where POS terminal file builds are done and downloaded for new merchants and merchants with replacement terminal and runs of test transactions to ensure proper functionality, by agent(s)

-Paytronix (POS Support) Where calls are taken for downloads, troubleshooting, terminal activation and registration of replacement of new credit card terminals. Both LAN & Wireless based

-Billing, RMA & Account, creation & inquiries

Ryla Teleservices @ Verizon Wireless Support

Kennesaw, Georgia

Customer Support Analyst

Sept 2008 - March 2009

-Provided phone support to customers needing assistance with making payments & qualifying lines of service on their accounts.(credit card, electronic checks, gift cards, autopay & running credit checks)

-Modified and or amended current calling plans by adding new phones to current plans, processing cell phone orders, executing suspends/ transfers and submittals of reconnects.

-Suggestive selling, recommendations & analyzing of customer accounts to help determine best plan for customer dollar

-Executed discounts, re-rates and promotional program offers on all customers accounts

-Researched and tracked lost and outgoing orders at customers request

- Reviewed a variety of pay histories, contracts and credit apps

- Examine pending transactions to ensure amounts disputed are accurate, consistent and up to date. According to company guidelines

Barrister Global Services Austell, Georgia

IT Field Support Analyst October 2004 - Sept 2008

-Provide phone and deskside support on various PC/ PDA/Blackberry issues, printing, RAS/ VPN setup configurations.

-Support users of smartcard, utilizing AT&T Global Dialer, Nortel Extranet Access / PAL and internet proxy server troubleshooting

-Provided Wireless support, dial-up script modification, configuration, installation and troubleshooting in various remote issues

-Administered supported, installation, migration and configuration on MsOffice95-XP/ Windows XP and e-mail support

-Maintain WINNT 4.0 Server/ Workstation & Win2K3 Servers. (Installs, moves, adds and modifications to various clients accounts/directories, rights, permissions, audits and security

Hunter Technical Services @ Coastal Administrative Services

Duluth, Georgia

Senior Support Analyst

November 2005 - August 2006

-Administered phone and deskside assistance on various PC/ Blackberry, network, printing and RAS setup configuration issues via Track-It(CSR)

-Supported users of smartcards, using AT&T Global Dialer, Nortel Extranet Access / PAL and internet proxy server troubleshooting

-Provided DSL/ISDN, VPN, Remote & High Speed Access via PC ANYWhere, Ultra VNC, and VM WARE.

-Modified, supported, configured, installed and diagnosed wireless & dial-up script issues for clients in various scenarios.

-Maintained support, installation, migration, troubleshooting and configuration for MsOffice2000/XP /MS-Exchange /Outlook /Windows XP

-Performed Maintenance on WINNT 4.0 / Win2K3 Servers. (Installs, moves, adds and modifications to various clients accounts/directories rights, permissions, audit and security)

-Cleaned, created and emptied directories and ghost accounts from MS-SQL servers per Systems Analyst

Volt Services @ Hewlett Packard Duluth, Georgia

Third Level PC / Network Support April 2000 - September 2004

-Maintained phone and deskside support on various PC/PDA network, synchronization, printing & RAS setup configurations issues, using PC ANYWhere, Nortel Extranet Access / PAL and NetMeeting

-Utilized Norton Ghost for PC re-imaging

-Provided support, configuration, installation and troubleshooting for VPN clients using High Speed access, wireless setups, Routers, hubs & smartcards (ACE/SecurID)

-Supported Dial-Up script modification, internet proxy server support, configuration, installation and troubleshooting

-Administered support, configuration, installation and troubleshooting of Ms-Exchange/Outlook /Ms-Office95-2000, WIN95-2000/XP Professional and WINNT 4.0 Workstation users.

-Citrix Support installation and troubleshooting

-System One Technical Services @ The Coca-Cola Company Atlanta, Georgia

SAP/ PC/ Desktop Support January 1999 - October 1999

-Administered phone and desk side support on various PC network, printing & RAS setup configurations, using PC ANYWhere, LANDesk and NetMeeting.

-Maintained Lotus Notes configuration & supported Dial-Up script modification, Intranet /Internet access proxy server/VPN support, configuration, and installation and troubleshooting. Smartcard usage in conjunction with ACE / SecurID software

-Provided SAP(MM-FI) support, configuration and troubleshooting on SAP printing issues and various other SAP modules i.e.(currency conversion, business expense reports creation & reconciliation through Lotus Notes and over Internet Explorer 3.0 & higher), (SAP server & group creation under UNIX base system(s) or Telnet access

-Supported, configured, installed and analyzed issues for Ms-Exchange/Outlook /Ms-Office95/ Windows95, WINNT 4.0 Workstation and Novell 3.11

American Megatrends Inc. Norcross, Georgia

Client Server Tester/ LAN Administrator September 1995 - January 1999

-Assisted lab manager and LAN Administrator for 20+ users in a Windows NT 4.0 / Novell 4.11 server environment.

-Installed, configured and logged all testing on hardware & software according to specified instructions by customer. -Examined BINARY code to determine HEX and BINARY conflicts or identify malfunctions.

-Provided software, hardware and systems testing on Ethernet, Token Ring, FDDI network installations using various operating systems platforms.

-Performed R.A.I.D based testing in conjunction with system load testing.

-Utilized Norton Ghost to prep new machines for testing

-Used Seagate Back-up on NT 4.0 Server / WIN95 platform for archiving recorded test data.

-Utilized SMS software for inventorying & monitoring of QA group & within company

-Wrote test procedures for operating systems testing, troubleshooting and installations on various peripherals and other software platforms in a structured test-logging format.

Education

DeKalb Technical Institute Computer Information Systems 1994 - 1996

Microsoft Certifications Windows 2000 Professional

Verizon Telecom Training

Intro to Basic Sonet

Intro to Basic Telephony, Special Services, Analog, DSO, DS1& DS3

Intro to Work Force Administration/Center Administration (WFA/C)

Intro to Basic Testing/Hekimian REACT 2001

(Ryla Teleservices Contractor- Network Maintenance Tech) 5-2008 - 8-2008

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