Customer Service Rep

RONNIE R. RILES, SR.

(H) **s-***-**** (C) *s*-***-9964

llllork.r January2000-June20lSRetired - HoustonlndependentSchoolDisfiict-HoustoqTX expsfi$nG$' ' ' Customer Service Rep Certified Hel@esk Professional STI Knowledge A+ Certified Hardware/Software support for HISD approved apps, desktops, laptops, MacBoolt, Tablets, Ipads, Cellular phones. Troubleshoot Network issues including on carnpus Network equipment in Server Room and at des}top level. Install & toubleshoot VoIP Phones. Troubleshoot issues with UPS connected to servers. InstalVTroubleshoot various brands of copiers & printe on the network. InshlVTroubleshoot issues with smartboards, Document c,lmeras, projectors & school Marquees. Troubleshoot network drops, issues With Raptor software. Use of Ticketing software such as Remedy & Heat. Use of Remote software such as LogMeIn, GoToAssist, TeamViewer & Bomgard. Troubleshoot OS such as Windows & IOS.

June l99l - January 2000 - fr{HMR Authority - Houston, TX Systems Analyst and Trainer/Help Desk

Analysis, PC installation and place on-line, user support, train employees, ffouble- shoot hardware/software problems, software/hardware installations, code, debut, modify existing programs, PATHWORKS network custom implementation and network suppoft, review network problems, upgrade PC/Win95 and support, Network using TCP/IP, ISDN, set up printer networks and support. September 1984 - May 1991 - Travis County - Austin Tx Programmer Analyst Il

Analysis, code, debug, modiff, system design, PC preparation, PC installation And place on-line, install emulator cards, documentation, train employees, user support, lnstall nefwork printers & copiers, trouble-shoot Printer networks, data entry and automated accounting software. Education ]r98Z - tg} Durham Nixon Clay Business College Austin, TX Electronic Technology Cource Certified

Computer Programming Gource Diploma [High Honors]

SkillslOffice MAChiNES COBOL, WORDPERFECT, DBASE3 QUICKSILVER, plus, MAppER, BASIC, MICROSOFT RPCII eULp, WINDOWS, ptCK NORTON FRAMEWORK UTILITIES, III, NUTSHELL, PFSWRITE, LOTUS Q&A, 123, vAXWORDPERFECT, PATHWORKS, TEAMLINKS [INSTALLATION], WINDOWS 10, MICROSOFT WORKS, MACE, MICROSOFT OFFICE PROFESSIONAL, PICK OPERATING SYSTEM, MS.DOS, SWITCH SETTINGS, TRAINING, TROUBLE-SHOTTNG HARDWAE/SOFTWARE, UNISYS (EXEC 8), IBM SYSTEM 34, MICRODATA 9OOO, PC SPECIALIST, OPENVMS, VA 6610, NETWORKING USING TCP4P,ISDN, LOTUS NOTES, WINDOWS NT, CRYSTAL REPORT WRITER, SMARTBOARDS References available upon request

References

RONNIE R. RILES, SR.

4OO7 LEIGHANN LANE DR.

HOUSTON, TEXAS 77047

(H) 713-***-**** (C) 832-***-****

Dear Sirc:

This letter will give you an idea of my experience as a systems/analyst, and user support person. I have 34 years of helpdesk experience. I have 10 years' experience programming, both on mainframes and PCs. I have two years' experience programming on Unisys in COBOL and three and a half years programming in MAPPER. I have six years' experience in PC applications programming using DBASEIII+ as programming language and writing the user documentation for the systems that I developed. I have nine months experience programming in PICK BASIC on the Microdatia 9000 and the PICK operating system. I also loaded the tapes and backed up each day's work on tapes at the end ofthe day.

I worked as a network coordinator on the Houston lndependent School District's Helpdesk which also functioned as a call center for persons with HR and Payroll issues.. We handled networking issues as well as hardware and software support. Among the applications the helpdesk supported are the following: PEOPLESOFT, SAP, MICROSOFT OFFICE PRODUCTS, OUTLOOK, SASI & Si ARTBOARDS. Audio/Visual Setup and Support. Experience with lT support Ticketing Systems. Proficient with REMEDY AND HEAT ticketing software. lnstallation/Troubleshooting of various brands of Gopier/Scanners and printerc on the network. Installation/Troubleshooting of Projectors & document cameras. Troubleshoot issues with Tablets, lpads and cellular phones. Experience with various remote software used in troubleshooting, including: LogMeln, GoToAssist, TeamViewer & Bomgard. I have done PATHWORKS GUSTOilI IMPLEMENTATION and network support. I have set up workstations and networked printerc using TCP/IP and ISDN, which are networked to a W NDOWS NT SERVER as well. I have experience partitioning hard disk, installing hardware and software on site and trouble-shooting hardware and software. I have installed emulator cards in PCs and placed PCs on-line I have worked on various types of systems including the following: billing and payroll, inventory, budge and analysis, client tracking and registration, tax and court systems. I designed and wrote a complete library system for Montgomery Coun$, which was installed at six of their libraries. This system was written DBASEIII+ and compiled using QUICKSILVER. I have trained users in WINDOWS, email, data entry, MS office Products and NEW EMPLOYEES ORIENTATION BASIC COMPUTER TRAINING. Certified Helpdesk Professional. A+ Certified. I am capable of learning new softrnrare packages and programming languages very fast and have done so on several occasions. I am highly motivated person and really enjoy my work and I am confident that my skills, knowledge, and experience can contribute added dimensions to the goals established for the company that shall hire me. Sincerely,

Ronnie R. Riles, Sr.

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