Rick Dellacasa

**** *. ***** **.

720-***-****

Broomfield, CO 80020

ac1t8x@r.postjobfree.com

Executive – C-Level Technical Support

Management ~ IT Support ~ System Image Designs

A proven professional with more than 18 years success supporting and managing in the computer repair environment. Successful in delivering exceptional support standards and best practices to provide superior overall customer satisfaction. Recently served as 24/7 white glove C-Level personal support for Davita CEO, CIO and all top brass VIPs including homes and mobile devices. Dedicated support for all Executive Administrators and travel support to various U.S. home locations for C-Level executives. Previously served as the Tier 1 and Tier 2 Service Desk Manager of 4 desktop technicians for T-Mobile’s Financial Center; supporting 700-800 internal customers. Also served as the Service Desk and Desktop Support Team Manager for Maxtor Incorporated, directing a team of 12 phone technicians and 5 remote desktop technicians among 5 buildings. Possess strong leadership, communication and organizational skills, with a proven ability to identify needs through reporting and analysis to solutions for business problems, while driving efficiency towards first-call resolution. Experience with ITIL structuring and SLA metric reporting. Developed policies and procedures for cost reduction and improved efficiencies.

Professional Certifications

* MCSE: Microsoft Certified Systems Engineer * Comp Tia A+ Certified

* MCP: Microsoft Certified Professional * Project Management -T-Mobile, Maxtor

Computer Skills

Operating Systems: All Windows versions through current Windows 10 and Office versions 2016. MAC versions up to current Sierra

Security: Credant, Bitlocker, SEP Symantec Antivirus, Trend Micro Enterprise Anti-virus, McAfee Total Virus Defense, WebFilter, Firewalls. PXE imaging and experience with environment updating and patching by SMS 2013 and WSUS

Network Application Software: LANDesk, TeamViewer, Jabber, AirWatch Server, JAMF, MobileIron, Microsoft Communicator, LYNC Chat, DropBox, Avaya SoftPhone application, Net IQ/DRA, Citrix, Samson, Outlook Web Access, Network backup and archiving, Primus, all database connectivity issues concerning: Oracle 12g, Business Objects, ColdFusion MX and SAP. Web based HTML and Java. GPO support experience. LAN, WAN, TCP/IP, WINS, DHCP, DNS, Wireless (all bands), Citrix, Active Directory 2013

Hardware: Lenovo, Dell, Hewlett Packard, Toshiba, Sony, Cisco, and NAS. Complete laptop and Tablet hardware repairs. PCS support as well as various printers. VOIP with Avaya and Cisco phones on desktops

Desktop Application Software: All Microsoft Office Products up through versions 2016, ServiceNow (SNOW), Filesite, Workshare Compare, SharePoint, Citrix, Remedy, Active Directory, Oracle, Business Objects, SAP, SQL, ActiveSync, Remedy, PC Anywhere, VNC, Cisco VPN, Remote Desktop Support, Terminal Services, Ghost (imaging) and W/D backup software

Professional Experience

DaVita HealthCare Partners Inc., Denver, Colorado Jan 2013 – Jul 2017

Executive IT Support – Dedicated C-Level Support for all VIPs in Denver and remote Regions

24/7 Service Excellence – Dedicated immediate 24/7 white glove C-Level support for all IT related issues. Office, home and PDA device needs (i.e. computers, cell phones, networks, printing, internet and etc.) for CEO, CIO, CFO and all VIP roles along Executive Assistants in multiple U.S. locations. Also provided International support INTL for global expansion

Computer Consultant - Business and Residential IT Support, Denver, CO. Aug 2010 – Feb 2013

Local support of small business and residential customers

Computer and networking support for local businesses and residential customers within the Denver area. Providing full scope of network, PDA and PC desktop/laptop support including design, installation and security

T-Mobile USA, Thornton, Colorado Apr 2008 – Aug 2010

Service Desk Manager delivering Tier 1 and Tier 2 IT support for 700 -800 collection representatives within the Thornton Financial Call Center

ITA Manager2 – Enterprise Information Technology

Managed a team of 4 desktop Tier 2 technicians for daily operations 24/7 including all team needs for goals, reviews and compensations for the team within scope of all IT support for 700-800 collection representatives within the Thornton Financial Call Center

Provide 24/7 support for all system impacts, SLA reporting to all EIT and local organization management

Rick Dellacasa Page Two

T-Mobile (continued)

Mentor and develop team members to achieve their highest skills in customer support as well as enhancing and growing new technical capabilities to service customers more efficiently.

Conduct or attend daily and weekly Leadership, staff or individual meetings along with quarterly performance and bonus reviews provided for the team members while ensuring balanced staffing

Responsible for all Service Level Agreement Metrics recorded by the team. Consistently ranked within top three for U.S. performance rankings among 24 Centers

Focused on providing team with the necessary tools to achieve the highest success along with recognitions for that success

Main escalation point for leadership and team needs regarding Corporate Tech Support

Ownership of MDF Server Room and security including Avaya/PBX. Main contact for any related Change Control items

Specialize in reducing customer resolutions to within 24 hours of notification, while delivering excellent customer service, along with simultaneous project delivery, on time and on budget

DataLogic, Inc. @ IBM Main Campus, Boulder, Colorado (Contract) Jul 2007 – Jan 2008

Government Contract project position to support the USDA North American Forest Service PC Refresh Program. This Project consists of the creation of a Windows XP image and replacing over 48,000 client desktops, laptops and tablets within one year.

Windows PC-BPA / Build Process Architect

Lead role in the development of the new “Windows XP” image for the USDA Forest Service Division PC Refreshment Program. Regulated under U.S. Government security, policies and procedures

Point of contact for all escalations and break fix issues within BDC and conduct daily update meetings

Supervise expedition of orders, issues and all related matters to achieve 100% Service Level Agreements

Ensure shipping schedules are aligned to achieve maximum profits

Maxtor, Inc., Longmont, Colorado Feb 1999 – Apr 2007

Formerly the 2nd largest global hard drive manufacturer acquired by Seagate Technologies in 2006, with locations in Europe and Asia, as well as three U.S. centers supporting 6800 users.

IT Service Desk/Desktop Support Manager

Manage, direct and mentor 10 -12 front line service desk analysts and five desktop technicians in the development of their technical and customer service skills, to create a high level of support and customer satisfaction. Responsible for managing multiple vendors supporting a multi-platform, multi-location infrastructure from within the primary U.S. support campus in Longmont

Supervise staff, ticket routing, escalations, and follow-ups. Served as IT coordinator for internal moves and campus training classes

Participated in Problem, Change, and Project meetings. Report, review, and recommend improvements for the Service Desk capabilities for Incident, Problem, and Configuration Management according to the SOX and ITIL compliances

Develop proactive support capabilities of the Service Desk using industry-leading support methods such as self-help, knowledge tools, sophisticated problem-solving and troubleshooting techniques, and integration of asset tracking and management tools

Conduct weekly staff meetings along with quarterly performance reviews and ensure staffing needs

Project Manager and creator of documentation and user training for department

Serve as point of escalation for customers, and respond to all VIP calls to maintain first-hand experience with incident handling and problem resolution while focusing on daily contact with users or email feedback

Responsible for creation, deployment, patching, and support of all desktop images.

Vendor management with business partners and vendors while monitoring Service Level Agreements. Proactively identify areas for service improvement. Ownership of department related inventory and purchasing

Development of metrics for senior management, improving customer service delivery

Key member of transition team and shut-down team following acquisition by Seagate Technologies

Education

TAMPA TECHNICAL INSTITUTE, Tampa, Florida

Bachelors Degree in Computer Science, 1984

References, Associations, Memberships

Available upon request

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