Call Center Customer Service
Resume:
RICARDO RUCKER
CONTACT
*** ***** ***** ** **********, GA 30116
*******.******@**.***
PROFILE
Seasoned professional with 22 years of experience, including IT-related education, seeking an IT Helpdesk Support and Call Center 24/7Support, Technician role. Skilled in managing software applications, providing technical assistance, and adept with Microsoft Operating Systems, Office 365, and zoom. Proven ability to maintain detailed documentation and resolve conflicts, ensuring operational efficiency and safety.
SKILLS
Social Emotional Learning
Restorative Practice
Counseling
Mentoring
Report Writing
Detail Oriented
Adaptable Problem Solver
Employee Evaluations
Microsoft Suites
Office Experience
Customer Service Oriented
Excellent People Skills
TECHNICAL SKILLS
Hardware
Assembly, Maintenance, Peripherals, Printers,
Drivers, Troubleshooting.
Software
Installation, Debugging, Microsoft Office, Adobe Go Live, Adobe Photoshop, Hootsuite, WordPress, QuickBooks
Operating Systems
Microsoft Windows, MacOS, Linux, Android, IOS
Networks
Configurations, Severs, Routers, TCP/IP Socket Programming, SQL, LAN Technology
Security
Virus Protection, Maintenance, Monitoring, Backup Management, Disaster Recovery
Programming Languages
Python, C++, PHP, HTML, CSS
EXPERIENCE
ATLANTA PUBLIC SCHOOLS, School Resource Officer
6/2018-11/2023
Daily build relationships with K-12 students to establish rapport and effective relationships.
and school staff preventing and reducing juvenile delinquency.
Assist with behavioral intervention plans, refer students to appropriate community resources.
Collaborate with administrators and teachers to develop Crisis plans and safety plans.
Proactively work with the school’s leadership team and collaborate with the school's administrative team on safety protocols and procedures.
Host mediation and restorative practice sessions to combat conflict amongst students.
Serve as a visible and active law enforcement officer on campus dealing with law-related areas such as drugs, traffic, trespassing, fighting, and thefts.
Conduct routine patrols of assigned facilities to include buildings, parking lots, etc.
Worked collaboratively with public safety agencies to serve as a liaison between school and community to deter criminal and delinquent behavior.
Teach law related education, de-escalation techniques, and conflict resolution to students and staff.
Help Desk and Call Center/ 911 Dispatch
DEKALB COUNTY SCHOOLS, School Resource Officer
11/2017-6/2018
Daily work with K-12 students to establish rapport and effective relationships.
Developed and implemented classes in law related education to support the educational efforts of the faculty.
Worked closely with teachers in designing and presenting law-related topics and the role of police in our society.
Worked with school counselors and other student support staff to assist students and to provide services to students involved in situations where referrals to service agencies are necessary.
Assisted in conflict resolution efforts by initiating interaction with students in the classroom and general areas of the school building.
FULTON COUNTY POLICE, Corporal
3/2013 – 8/2017
Patrolled assigned district(s) within jurisdiction to deter illegal activities; protected and preserved the safety and security of individuals, buildings, neighborhoods, and district(s).
Conducted preliminary investigations and appeared in courts to offer credible testimony relative to the criminal investigation and charging of individuals.
Prepared a variety of routine and non-routine reports and records necessary information for the reporting of daily activities, reporting of specific criminal and non-criminal incidents.
Secured and protected crime scenes by establishing boundaries, detaining victims, suspects and witnesses, locating and identifying evidence and briefing investigators upon their arrival.
FULTON COUNTY SHERIFF OFFICE, Detention Officer
4/2007 – 12/2012
Ensured the health, safety and welfare of adult inmates to include serving meals, provision of clothing/bedding, provision of medical aid/supplies, coordination of visitation and telephone communications, or distribution of mail.
Mediated disputes between inmates; counseled and disciplined inmates as required.
As a Visitation Officer, I responded to questions, complaints, and requests for information by telephone and/or in person from inmates, the general public, court personnel, medical staff, attorneys, clergy, officers, employees, and supervisors.
DEPARTMENT OF JUVENILE JUSTICE, Correctional Officer
6/2006 – 4/2007
Work directly with minors who have been charged with crimes as well as those already incarcerated and enforced facility rules and regulations.
Accurately and timely write reports and maintain logs of youth activities and whereabouts.
Responsible for the safety and rehabilitation of juveniles housed in juvenile detention and ensured the continual monitoring of the conduct and behaviors of youth to prevent disturbances and escape attempts.
Counseled and mentored juveniles.
UNITED STATES MARINE CORPS (Veteran), Aviation Logistics Specialist
8/2000 – 5/2005
Provided aviation supply support to include management of finances, inventory, materials, and facilities.
Maintained 100% accountability of all assigned equipment.
Served in Operation Iraqi Freedom
EDUCATION
Strayer University
2017-2021
Master’s Degree: Information Systems
Ashford University
2010-2013
Bachelor of Science, Social and Criminal Justice
ADDITIONAL TRAINING
School Resource Officer Training, C.P.R. Certified, Crisis Intervention Training for Youth, National Association of School Resource Officers, Youth Mental Health-First Aid, Active Shooter Response, Safety Awareness, Cyber Security cyberattacks and their characteristics.
Contact this candidate