Technical Support Customer Service

Kevin Larry Ruff, Jr.

Baltimore, MD *****

LinkedIn • 443-***-****• *******@*****.***

Information Technology Professional

Results-driven and technically sophisticated professional with 10+ years of experience delivering exceptional technical support and administering IT equipment.

Proven expertise in evaluating requirements, planning, implementing and testing systems, developing standards and policies/procedures, and providing information guidance. Adept at conducting research, analyzing and identifying vulnerabilities, devising adequate countermeasures, ensuring compliance with organizational standards, and streamlining technical operations. Proficient in replacing end user equipment, configuring, implementing, monitoring, and supporting software/systems, analyzing, isolating, eliminating potential problems, and delivering exceptional customer service to valued clients. Possess excellent organizational, management, interpersonal, and communication skills, with ability to make key decisions.

Strategic Planning & Execution IT Operations Management Systems Management & Integration Technical Support Data Analysis Project Management Database Management VMs Troubleshooting & Issue Resolution Security Management Incident Analysis & Response Process Improvement Performance Evaluation & Optimization Data Access Control Team Leadership & Training

TECHNICAL PROFICIENCIES

LANS WANS Computer Networks Hardware/Software Maintenance Connection Devices Debugging

Network Configurations Network Protocols Cross team Collaboration CompTIA A+ Wireless Devices

IP Addressing/Routing VPN Microsoft Enterprise Communication Systems Firewall Management

Computer Systems/Programs/Applications MS Office Applications Remote Websites Active Directory

Server Maintenance

PROFESSIONAL EXPERIENCE

Close Support IT Team Lead (3/2011 – 8/2019) Central Intelligence Agency, Washington, DC

Leading a team 8-12 Officers in the processes of streamlining IT operations of organization by installing, configuring, troubleshooting, and maintaining hardware as well as software and developing, testing, debugging, upgrading, and maintain software programs. Analyzed, identified, isolated, and resolved access, hardware, and software issues, controlled sensitive data access, and provided support on integrated IT service delivery requirements. Facilitated global IT mission partners, clients, and key stakeholders with exceptional technical support, including provision of one-on-one consultation and application troubleshooting assistance. Assist with project management and system integrations for communication systems by developing and managing databases, defining data management standards, and analyzing as well as organizing data across various categories. Delivering exceptional technical customer support by assisting, guiding clients, identifying, resolving issues, exceeding service level agreements (SLA), and directing/overseeing operations of technical team.

Key Achievements:

Commended by top management for displaying exceptional performance and promoted to position of Team Lead, leading 8-12 team members.

Designed and implemented application, resulting in efficient data transfer process.

Initiated three procedures that improved efficiency of moving customers from one department to another, reduced backlog and time frame of processes by 50%, and lessened SLT to 35%.

Delivered exceptional day-to-day technical support to 700+ users.

Worked on a team that identified as well as resolved technical anomalies, resulting in streamlined technical operations.

IT Consultant (4/2007 – 3/2011) Network Services, Inc., Baltimore, MD

Designed as well as maintained networks and provided computer linking and data as well application-sharing services to organizations/users. Streamlined networking operations by analyzing, identifying, isolating, and troubleshooting technical errors, installing and configuring new networks, and upgrading existing ones. Conducted cost-benefit analysis to ensure delivery of high quality networking services at minimum costs, generate maximum profits, and achieve organizational growth.

Key Achievements:

Implemented business development best practices, leading company to new heights of success.

EDUCATION & AFFILIATIONS

Master of Business Administration, Concentration in Information Systems Management

Walden University, Minneapolis, MN

Bachelor of Science in Computer Networking, Cum Laude

Strayer University, Herndon, VA

Memberships/Affiliations

Member of Alpha Sigma Lambda Honor Society

Member of Masonic Temple – Baltimore, MD

Omega Psi Phi Fraternity Inc. – Harford Co., MD

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