Customer Service Support

Ricardo Saldaña Jr.

*** ******** ** ******** *****, 77707

******************@*****.***

Phone: 409-***-****

HELPDESK SUPPORT TECHNOLOGY SPECIALIST MAINTENANCE INDUSTRY CERTIFIED PROFFESSIONAL

Education & Certifications

MCITP ENTERPRISE SUPPORT / MCP IMPLEMENTATION AND ADMINISTERING SECURITY IN WINDOWS SERVER 2003 August 2005 – May 2009

Lamar Institute of Technology Beaumont Texas

Associate Degree of Applied Science in Computer Networking and Troubleshooting Technology August 2005 – May 2010

Care Fusion Medical System Solutions

HIT Senior Analyst Pyxis Product Implementation Training April 2014 – May 2014

Employment History

HelpDesk Support Technician – Jason's Deli / Burnett's Staffing Inc. November 2016 – February 2017

Supported Jason's Deli's POS systems (Aloha / Menu-link).

Handled deli network and hardware related tickets and support calls.

Entered work-order tickets into a call tracking data base (Cherwell).

Supported and maintained user accounts in an Active Directory environment.

IT Principal Systems Coordinator – Capital One Spark Pay Online Stores March 2015 – April 2016

Influenced procedures to improve efficiency with ticket handling and introduced a new method for SSL ticket reminders for customers.

Supported customers over the phone, email, tickets, and online chats.

Secured and handled all customers SSL related tickets and logged calls by entering work-order tickets into a call tracking data base (ZenDesk).

Handled customers needs of the software process and offered hands on trouble-shooting to resolve conflicts.

Configured and provisioned new-online stores for all customers.

Provided documentation, phone based training, webinars, and other support related activities.

Effectively arranged specific tasks to ensure customers' satisfaction on new store go-lives.

Evaluated, trouble-shooting, documented errors, and helped clients with configurations and setup of their online store go live.

Participated in team meetings to help improve customer experience, identified growth opportunities, and advocated for impactful changes.

Desktop Support Technician – SAIC / Entergy Inc. August 2014 – February 2015

Supported senior analysts in the development of new IT infrastructure projects.

Analyzed and performed specific maintenance procedures on project hardware upgrades.

Assisted in new suitable router and switch displacements.

Helped with Telecom Department on VOIP phone project deployment.

Worked on the Mobile Data (GeTac Tough-Book Tablet) project in Southeast Texas and Louisiana.

Provided support for users on tough-book components, capabilities and configured user profiles.

Tech Analyst / Pyxis Deployment & Training Team – CareFusion January 2014 – June 2014

Effectively performed all required task to ensure customers' satisfaction on project go lives.

Participated in project installations that involved extensive customer interaction.

Displayed the highest level of support with the implementation of Pyxis production system installs.

Manually configured Pyxis Med-stations and deployed them throughout the hospital.

Customer Relations Representative / Credit Counselor – Conn's Inc. April 2013 – December 2013

Counseled customers on policies and procedures regarding their credit accounts and secured payment arrangements.

Provided customer service regarding all aspects of operations in Conn's appliances stores.

Secured file transmittal's without side entities, and logged calls by entering work-order tickets into a call tracking database.

Night HelpDesk Support Analyst – Baptist Hospital Of Southeast Texas July 2009 – December 2012

Provided support on the AS400 data-center and responded to messages while monitoring operations.

Secured file transmittal with outside entities, and logged calls by entering work-order tickets into a call tracking data base.

Provided technical assistance in an Active Directory environment and VM-Ware.

Analyzed and resolved various hardware and software end-user problems whenever possible in the most efficient manner.

Achieved a high level of security discipline in a professional Microsoft Windows service environment.

Experience in healthcare management systems (HMS-Clinical View and Patient Care).

Strong self-starter skills with a team orientation.

Strong documentation and organizational skills.

High-level of trouble-shooting in complex network and computer environments.

Knowledge in information security assignment with policy and procedures in a windows environment.

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