Operations Sr. Specialist

Richard Reyes

* **** ***** ***** ******, NY *****

516-***-**** *******.*******.*****@*****.***

Accomplished professional with years of achievement as a Service Manager, Senior Network Engineer, Hardware and Software Specialist, System Administrator, and Project Manager. Demonstrated excellence as a provider of expert customer service and technology support, on an independent contractor basis and through a leading IT outsourcing corporation. Trusted leader, experienced with leading and motivating large teams of almost 30 technicians and engineers. Capable of combining technical and analytical skills to devise effective solutions.

Core Strengths

Service Management

Employee Leadership

Project Management

Installation, Upgrades

Customer Relationships

Systems Administration

Hiring and Training

Hardware/Software

Help Desk Level 1-2

Professional Experience

COMPUCOM SYSTEMS, New York, NY 1996-2013

Service Manager

Directed field dispatch services projects for NYC, Brooklyn, Bronx, Queens, and Long Island

Coordinated and led a qualified team of more than 25 technicians in the completion of projects

Organized optimal smaller teams of staff members, and delegated schedules and responsibilities

Recruited and hired staff, monitored their performance, and conducted performance reviews

Defined training requirements for new technologies, client requirements, and industry certifications

Managed annuity based service calls, monitored open calls, and resolved handled dispatch issues

Minimized Service Level Agreement escalations, and devised appropriate corrective action

Senior Network Engineer (1996-2007)

Team Lead

Hardware/Software Specialist

Upgraded and repaired network related items (Printers, PCs, Laptops) for Fortune 100 clients,

including Morgan Stanley, Citigroup, BNY, NY Stock Exchange, Canon, and Olympus

Provided troubleshooting, upgrading, and consulting on network, software, and printing issues

Led teams of engineers on special projects at MTV, Citibank, and Instinet Systems, BMG

RNR COMPUTER SERVICES, Glen Head, NY 1989-Present

System Administrator

Advanced Troubleshooting

Execute Windows 7 and 8 and Windows Server LAN installations for small to large businesses

Manage installations and upgrades of Novell and Linux, as well as Microsoft Exchange 2013

Systems Analyst, Project Manager

Execute LAN integration between Mac and PC networks (Win9x and Ethernet configuration)

Perform software and hardware installations and upgrades of MS Office, Lotus Notes, and SQL

Provide technical troubleshooting, support, and training on Windows, DOS, and Mac software

Education

BACHELOR OF SCIENCE

Business Administration

General Management

New York Institute of Technology

Old Westbury, NY

Certifications

ITIL Foundations V3 Certification

A+ Certification

Hewlett Packard Printers and PCs

Compaq Servers and Workstations

Dell Dimension and OptiPlex Systems

Xerox Printers, Laser, Thermal, Solid Ink, and LED

Technology

Languages and Operating Systems

COBOL, Linux

DOS, Windows

NetWare, Linux

HP Unix, Macintosh

Hardware

PC Duo Core, Pentium IV

I5 through I7

Macintosh, Power PC

Sun Microsystems

256 Port Ethernet Hubs/Switches

TP, Coaxial Cables, Network Adapters

Motherboards, Memory

Hard Drives, I/O Cards

Wireless Systems, Cisco

Applications and Utilities

Spreadsheets, Word Processors

Presentation Managers

Graphics Applications

Database Managers

Terminal Emulators

Microsoft Office, Lotus Notes

Ghost 15.x Software

Bart PE, ERD2009, SQL

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