Customer Service Management

Ricardo H. Generette Jr.

**** ********* **. ? BALTIMORE, MD 21229 ? 410-***-****

WORK SUMMERY

SEVEN YEARS EXPERIENCE IN CALL CENTER ENVIRONMENT AS A HELPDESK

ADMINISTRATOR, WORKING WITH COMPUTER NETWORKS, SERVERS AND OPERATING

SYSTEMS THAT INCLUDE MICROSOFT WINDOWS, LINUX AND CITRIX. SUPPORTED

PERSONAL COMPUTERS, END USERS OVER THE PHONE, E-MAIL AND DIRECT,

ESTABLISH, PLAN AND IMPLEMENT THE POLICIES AND PROCEDURES THAT SUPPORT

AN ORGANIZATION'S PERSONAL COMPUTER AND NETWORKING SUPPORT SERVICES.

Education

o BACHELOR OF SCIENCE

University Of Baltimore (80% Self-funded)

Corporate Communications/ Simulation and Digital Entertainment

Graduation -May 2010

o Associate of Graphic Arts

Baltimore City Community College

Degree in Computer Science

Graduation -June 2003

Experience

o TECHNICAL SUPPORT WI-FI

E4E Business Solutions - 2010-Present

- Call center customer service, answering Mac and PC questions, server and

application upgrade projects, provide Tier 1 & 2 support for helpdesk

trouble reports, and mentor Tier 1 & 2 support services. Worked in call

center environment troubleshooting Wi-Fi products for Mac and PC.

. Develop virtualization strategy for desktop client operating

systems and applications.

. Assist in preparing, maintaining, and upholding procedures for

logging, reporting, and statistically monitoring PC and Server

performance.

. Assist in developing long-term strategies and capacity

planning for meeting future computer hardware needs.

. Support development and implementation of new computer

projects and new hardware installations.

. Maintain up-to-date knowledge of hardware and equipment

contracts and supervise contract-based installations.

o Help-Desk Technician/ Web Developer

Health Management Associates, Inc. - 2004-2009

- Identify, troubleshoot, and analyze Linux and Windows computer related

issues. Determine appropriate course of action, and conduct repairs,

modifications, and upgrade internal components and peripherals as needed.

. Maintain current knowledge of business continuity and disaster

recovery plan executables, and respond to crises in accordance

with business continuity and disaster recovery plans.

. Evaluate and document user needs and system requirements.

. Conduct research on computer products in support of PC

procurement and development efforts.

. Collaborate with department leaders to assess near- and long-

term computing needs.

. Develop plan for centralized administration of PC desktops to

include; policy creation, antivirus, management software, and

deployment tools.

. Interact and negotiate with vendors, outsourcers, and

contractors to secure infrastructure products and services.

. Operational Management Perform server backups and recovery.

. Manage desktop and server anti-virus platforms.

. Provide daily support for line of business applications

including CCTV camera, Building Automation Systems, disaster

recovery, and network security. I have a Bachelor's degree in

information systems technology with 5-6 years work experience.

. Experience with Windows 2000-XP, Vista and Linux OS networked

environment.

. Experience with centralized management platforms for

antivirus, backup, asset management, and monitoring.

. Ability to analyze and resolve network, PC, major business

application and PC-based application problems.

. Experience with MS Server 2003, 2008, and

Exchange 2007

o Information Systems Help Desk Technician

Social Security Administration (DEAP program) - 2003-2004

- Support WAN & LAN Citrix users with connection and network printer

issues, troubleshoot Dell and HP hardware, and analyze Linux and Windows

laptop computer related issues. Determine appropriate course of action, and

scheduled appointments for repairs, modifications, and upgrades as needed.

. Planning and strategizing around additional infrastructure

projects as assigned; including Security IP cameras, Building

Automation Systems, and telephony.

. Conduct research on computer products in support of PC

procurement and development efforts. Evaluate and recommend

hardware products for purchase.

. Write technical specifications for purchase of PCs, networking

hardware and related products.

. Recommend, schedule, and perform PC equipment and application

improvements, upgrades, and repairs.

. Conduct research on CCTV IP camera products in support of

closed circuit security system.

. Conduct research on building automation solutions to including

lighting control, elevator & escalator management, HVAC and

other mechanical controls.

o Information Systems Help Desk Technician

Maryland State Government-DHR (DEAP Program) - 2002-2003

- Troubleshooting network connection problems for WAN & LAN systems for

DEAP advocacy program. Identify network connectivity issues and provided

diagnosis and resolution.

. Manage desktop application virtualization environment.

. Install, configure, test, maintain, monitor, and troubleshoot

end user workstation hardware, networked peripheral devices, and

networking hardware products.

. Where required, install, configure, test, maintain, monitor,

and troubleshoot associated end user workstation software and

networking software products.

. Receive and respond to incoming calls, pages, and/or e-mails

regarding PC and/or hardware problems.

o Building Maintenance Technician

CBRE/ Boxer Property -2001-2002

- HVAC repair and replace light fixtures, dimmer switches, outlets and air

conditioners.

Training/ Certifications

. UNIVERSITY OF BALTIMORE- BACHELOR OF SCIENCE DEGREE

. BCCC Associates degree- Computer Science

. New Horizons Learning Center- Network+ Certification Training

. Johns Hopkins Medicine- HIPAA Compliance Training

Systems/ Hardware

. MICROSOFT OFFICE 2007

. Windows Vista/XP/2003/00/97/95

. Active Directory (MMC)

. Abode

. Internet Explorer 7 / Mozilla Firefox

. Symantec Ghost, Norton Anti-Virus

. Remote Desktop Connection

. Windows NT 4.0

. Windows NT 4.1

. Windows NT 95/98/2000/2003/XP/Vista

. HP Laser Jet (All Series)

. Dell Precision

. MS Exchange Server 2007

. Active Directory Management Console

. Active Directory 2003 server

. McAfee (Anti-Virus

. Citrix Presentation Server Client

. AutoDesk 3D Studio Max/ AutoCAD

. Microsoft Office 2003 or 2007, MS Project, MS Visio

. Windows Media Player 11

. Adobe (Reader / Standard / Professional)

.

References Available Upon Request

Contact this candidate