Customer Support Technical

RAFAEL HENDRICKS, JR.

Atlanta, GA 404-***-**** *********@*****.*** www.linkedin.com/in/rafael-hendricks

PROFESSIONAL SUMMARY

Information Technology & Customer Support Leader with a proven track record leading and building high-performance IT Support teams to manage the organization’s ITIL framework and deliver against customer support performance metrics. Leverage background and IT expertise, applying best practices to provide consistent service and technical support across an organization’s networking, servers, hardware, software, and devices. Promote strong stakeholder partnerships to build solutions that address client and user needs, key priorities, and business requirements. Self-starter, motivator, and collaborative leader with a positive attitude, exceptional communication and teambuilding skills complemented by strong problem-solving and decision-making, thrives in a dynamic, fast-paced environment.

CORE COMPETENCIES

● Team Leadership ● Escalation Management ● ITIL Implementation ● IT Asset Management

● Risk Mitigation ● Onboarding & Training ● Technical Support ● Cross-Functional Leadership

● Network Security ● System Administration ● Change Management ● Resource Management

● Service Delivery ● Customer Service ● Project Management ● Performance Management

TECHNICAL PROFICIENCIES

Hardware: PC: Desktop, Laptop Cisco VoIP, Ethernet & Wireless HP Xerox

Operating Systems: Windows 2012 servers, Windows 11 and Windows 10 Professional

Applications: Microsoft Exchange System Center Endpoint Protection (SCEP) System Center Configuration Manager (SCCM) Active Directory Symantec DLO Backup Exec and Anti-Virus DameWare Remote Control Citrix GoToAssist Adobe Cisco VPN Cisco AMP for Endpoints RSA SecurID IBM Helpdesk & MaaS360 OKTA Identity Management Microsoft Office Suite: Word, PowerPoint, Excel, Outlook, Teams

PROFESSIONAL EXPERIENCE

IT Support Manager, Mingledorff’s Peachtree Corners, GA Apr 2023 – Present

Responsible for managing a team of Application Support Analysts, ensuring the timely and effective resolution of customer issues and requests related to the company’s software applications. Second level manager for the Internal Service Desk team with direct reporting to the Director of IT.

●Immediately improved outdated Customer Satisfaction Surveys generated after ticket completion and added Customer Satisfaction surveys for new hire onboarding and laptop refresh completions.

●Implemented formal process and documentation for new hire laptop setups and created Day 1 Technology New Hire training sessions for all new hires.

●Generated monthly reports aimed at Support ticket completion, which led to revised staffing models, cost savings, and improved productivity.

●Responsible for creating team meetings aimed at addressing trends and tickets which required escalations.

●Assumed role of New Location Implementation Coordinator for all new locations assisting with multiple responsibilities related to new locations (server closet, equipment setup, network connectivity installations).

Americas Global Support Manager, Capgemini Atlanta, GA Apr 2022 – Mar 2023

Direct a global team of 22 remote Level 2 Support professionals and managers.

●Immediately orchestrated and guided communications improvements between team managers and their respective teams, increasing select KPI results by 12% within a 60-day period.

●Spearheaded enhancements to the New Hire Orientation process in North America and Latin America regions, resulting in a 22% increase in new hire attendance and a subsequent reduction in new hire support tickets.

●Collaborate with teams to identify regional challenges and generate effective solutions.

●Mentor and develop individual team members; foster connection and boost morale within teams.

Information Technology Leader-CONTRACT, LeaseQuery Atlanta, GA Nov 2021 – Apr 2022

Led a team of IT professionals supporting all employees in onsite and remote support for enterprise and desktop hardware and software. Oversaw IT budget.

●Optimized team productivity with routine operations by establishing standard operating procedures and processes.

●Partnered with internal business teams to garner feedback; addressed support and product usability concerns.

●Implemented ticket resolution satisfaction survey to identify customer concerns and improve productivity and service.

Technical Support Manager, Marsh McLennan Atlanta, GA Mar 2021 – Nov 2021

Led the daily operations and 9 front-line Desktop Technical Support specialists in providing local and remote support for 1600 devices and 1542 users across 21 locations in Georgia and Alabama. Mentored and coached team; assisted with complex or escalated issues.

●Transformed department within 90 days, boosting customer satisfaction, team morale, and collaboration by streamlining the technical support operations and workflows and increasing organization communications.

●Reduced ticket count by 33% in the first 90 days; implemented daily and weekly team meetings to drive awareness of assignments and boost cooperation to help scale productivity in managing remote technical issues.

●Fostered skill training and knowledge sharing within team, resulting in productivity improvements, flexibility in ticket assignments, and enhanced professional development.

●Restructured onboarding to optimally ramp and equip new hires with handling ticket and issue resolution; trained with visual screens and hands-on demonstrations and implemented a weekly check-in.

●Contributed and built strong internal partnerships with customers and stakeholders; consulted on solutions and product needs, project delivery, ITIL infrastructure implementation, and organizational transformation initiatives.

●Coordinated and directed IT asset management for hardware, software, networking, cloud services, and client devices; led the project plan and deployment for multiple PC refresh strategies.

NASCO Atlanta, GA Oct 2006 – Mar 2021

Desktop Support Manager & Team Lead Nov 2015 – Mar 2021

Led the day-to-day operations of desktop support; oversaw 5 technicians providing technical support to 1500+ users. Served as system administrator for multiple applications across network security, cybersecurity, video conferencing, and email. Accountable for asset management of hardware for local and remote employees.

●Produced a robust customer support strategy and plan covering the IT help desk, Tier-1, and Tier-2 level issues to facilitate business continuity and prompt issue resolution.

●Delivered usage and functionality data analysis; crafted reports for senior management on compliance and distribution of current applications and identified opportunities for streamlining processes and continuous improvement.

●Oversaw and created new hire accounts, passwords, mailboxes, and file directory access using Active Directory and Microsoft Exchange.

●Initiated quarterly employee training sessions to address reported IT problems and highlight new technologies scheduled for implementation in future projects.

●Conducted due diligence to evaluate and recommend new technology, software applications, and hardware; assessed and identified customer pain points and feedback to determine the optimal business solutions.

●Teamed with Finance, Compliance and other stakeholders on multiple projects to provide IT insight and analysis on maintenance, costs, process changes, resource planning, and security audits.

Desktop Support Technician Oct 2006 – Nov 2015

Technical support SME for 1500+ local and remote users. Resolved client IT issues and supported, configured, and maintained hardware (laptops and desktops), software applications, and client devices.

●Exceeded technical support service level agreements (SLA), attaining a 4.5-5.0 in customer surveys.

●Managed the corporate Active Directory; granted access to security groups, managed and organized user groups and password authority.

●Increased awareness of IT-related technical support topics among employees through Lunch and Learn programs.

●Led multiple end-to-end migrations across hardware and software applications; tested computer functionality, network connections, and implemented company IT policies and procedures.

●Initiated 1st call resolution program; trained call center team in handling password reset tickets, eliminating the volume of escalations to the local office and delivering an improved customer experience.

Desktop Support Specialist, Race Trac Petroleum, Inc. Smyrna, GA Mar 2005 – Apr 2006

Charged with technical support of hardware and software for 300+ local and remote users and managed local and network printers. Achieved the corporate SLA metrics in addressing and closing assigned problem tickets.

EARLY CAREER EXPERIENCE

Local Area Network Coordinator & Assistant Underwriter, Chubb Group Atlanta, GA

EDUCATION & CERTIFICATIONS

Diploma, Network Engineering, Anthem Institute Alpharetta, GA 2001

Security+ CE Certification, COMP TIA 2014

COMMUNITY LEADERSHIP

Volunteer, YearUp Atlanta, GA

Mentor interns focused on technology within the corporate environment.

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