Customer Service Software
Resume:
Ricky A. Collins II
Dothan, Al 36303
*****.*.********@*****.***
Qualifications
● Over 7 years as a computer/IT professional
● I have experience in network/hardware/operating system troubleshooting. PC assembly, technical support, and customer service help desk.
● I am an experienced professional with planning and organizational skills that can balance work, team support and responsibilities in a timely and professional manner. COMPUTER SKILLS
Network Support
Desktop and Laptop Support Specialist
VOIP
Software:
• Microsoft Office 2007, 2010, 2013, 2016
• Platforms: Windows XP, Vista, 7, 10, Server 2008 and 2012
• Ticketing Systems: Remedy, SDM, ConnectWise
• Active Directory, MS Exchange, Office 365
EXPERIENCE
Service Desk Technician Tier 1-2 January 2018 - Present RealTime, LLC - Dothan, AL
Provide network, software, and hardware support for multiple businesses in the Dothan Alabama area issues.
Desktop Support Specialist March 2016 - January 2018 Insurance Office of America - Atlanta, GA
In-house IT Technician for the Atlanta office for all hardware/software issues. On-site technician for the Atlanta, Gainesville and Birmingham locations within the company. Troubleshooting network, software, and hardware issues. Work in CUCM, Office365, and Active Directory to solve user issues. Setup and upgrade user workstations
Service Desk Technician April 2015 – March 2016
Adams Communication and Engineering Technology / VA - Birmingham, AL Provided IT support for VA hospitals for Florida, Alabama, Georgia, Tennessee, Michigan, Virginia, South Carolina, North Carolina, Kentucky and Ohio
I utilized SDM to send and receive tickets from users that need help with an array of issues. I escalate/route tickets to local IT if I am unable to fix the issue. Information Technology Technician Dec 2013- April 2015 Dothan Houston County Library System - Dothan, AL
Analyze software, hardware and network systems for various transmission systems Act as primary contact for computer hardware and software problems, as well as network emergencies Diagnosed network problems involving a combination of hardware, software, power and communications issues
Information Technology Specialist Jun 2011- Sep 2013 U.S Army - Fort Bragg, NC
Install, operate, and perform company level maintenance on multifunctional/ multi-user information processing systems and peripheral equipment and auxiliary devices. Troubleshoots software using established procedures Provided assistance to employees with software and hardware issues. Manage, operate, secure, and troubleshoot information network systems EDUCATION
U.S Signal Center Technical Diploma
Ft Gordon, GA
Technical Diploma
Northview High School HS Diploma
Dothan, AL
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