RICHARD C. NTIFO

Macon, Georgia Cell: 864-***-**** • ad2esb@r.postjobfree.com

PROFESSIONAL SUMMARY

EDUCATIONAL ACHEIVEMENTS

DeVry University – Decatur, GA

Bachelor of Science, Network Communications Management (2014 – 2018)

Associates in Network Systems Administration

Certifications:

HDI-SDA - December 2018

TECHNICAL SKILLS

•Call center applications

•VPN

•HTML

•LAN

•Active Directory

•Microsoft Office

•Microsoft Office 365

•Windows 7 & 10

•Citrix

•SolarWinds

Highly skilled and experienced Technical Support Representative with a proven track record of over six years of experience in providing exceptional technical assistance and resolving customer issues. Possesses in-depth knowledge of troubleshooting hardware and software problems, diagnosing technical errors, and implementing effective solutions. Proficient in effectively communicating complex technical concepts to non-technical customers, ensuring clarity, and understanding. Demonstrates strong problem-solving abilities and a customer-centric approach, consistently delivering prompt and reliable support. Experienced in utilizing support tools, ticketing systems, and CRM software to document and track customer interactions. Committed to delivering outstanding service, fostering customer satisfaction, and contributing to the overall success of the organization.

PROFESSIONAL EXPERIENCE

Network Systems Administrator (Part time) - July 2023 - Present

The BlueBerryTrail LLC – Macon, GA

•Installed network computers and printers in office.

•Increased productivity by connecting all stations and printers within the LAN.

•Configured MFA accounts for all users.

•Created VPN for accessing network outside of the LAN configuration.

Technical Support Representative - October 2021 - Present

DEXIS Dental Imaging - Alpharetta, GA

•Logged, tracked, and documented support requests for efficient case management using Microsoft Dynamics CRM.

•Addressed support requests for Dexis 9 and Dexis 10 used on Windows 10 Professional operating system.

•Migrated Dexis 10 to new server by creating new SQL 2014 and SQL 2019 database instances.

•Published and search resolution documents within the in-house company knowledge base.

•Met customers' expectations of support ensuring proper program functionality to provide a positive user experience.

•Delivered efficient problem resolution by identifying complex issues and routing them to higher-level support or specialized teams when necessary.

•Replaced hardware as determined by SLA within SAP.

Support Desk Analyst - October 2020 - October 2021

TEKsystems - Alpharetta, GA

•Utilized troubleshooting techniques to resolve system and program issues as designated by clients' SOP.

•Diagnosed and resolved technical issues to ensure prompt and effective problem resolution.

•Addressed technical issues efficiently and provided appropriate solutions.

•Demonstrated excellent communication skills, both verbal and written, to effectively communicate with clients' customer base, providing clear instructions and assistance.

•Documented all troubleshooting steps, issue descriptions, and resolutions to maintain accurate records and aid future problem-solving.

Richard C. Ntifo, Page Two

Support Desk Analyst - November 2019 - June 2020

Vertisystem Inc. - Fremont, CA

•Supported Sage 50US accounting software.

•Utilized ServiceNow ticketing system for incident and problem management, knowledgebase management, and tracking and reporting on helpdesk activities.

•Provided end-user support through remote session, phone, email, or chat, addressing their technical concerns.

•Logged all customer contacts, ensuring accurate and up-to-date information.

•Confirmed customer SLA inquiries by searching account information using SAP.

•Gathered and provided real-time analytics on large volumes of structured and unstructured data from SAP HANA.

Service Desk Analyst - November 2018 - September 2019

Pomeroy - Greenville, SC

•Provided IT-related technical support regarding issues for Cintas-based software.

•Focused support for CPUs, laptops, tablets, and various mobile devices.

•Documented all support requests and client interactions in Dynamics for efficient case management.

•Configured user accounts, permissions, and access rights using Active Directory.

•Established connections and resolved network printer issues.

•Troubleshot LAN network connectivity issues to ensure reliable network access for end-users.

•Used Enterprise Services Platforms for the best cloud-based tools for end-user support.

UNITED STATES AIR FORCE, Warner Robins, GA January 2009 - January 2014

Security Forces

• Military Security providing surveillance and cyber security

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