Technical Analyst

Patric Rizzo

*** ****** ****, ****** ******, MD *0905 ******.*****@*****.*** 240-***-****

Objective

●To obtain a position using existing education experience along with an on-going IT education, in order to benefit the company and further my knowledge base

●Stay up-to-date on changing technology and growing demands of new clients

●Combine reliability, determination, hard work, and persistence to trouble shoot customers’ needs;

●Prove leadership skills and organizational abilities as self-motivated individual

●Continue to develop my skills as a leader and as a manager to ensure the highest quality of performance is achieved

Skills & Abilities

●Active thinker and always looking for new ways to accomplish tasks not only more effectively but also more efficiently.

●Windows Server 2003, 2012, 2016

●Mac OSX, Windows 7, 8, & 10

●Microsoft Office Suite & SharePoint

●Office 365/Office 2013

●Microsoft Teams / Skype for Business

●Good for Enterprise

●Blackberry UEM

●DAYS Software Platform

●Service Now

●ConnectWise

●Chronical

●Salesforce

●Sophos

●PowerBI

Experience

Technical Analyst, US Small Business Administration – Planet Technology

2/2019 – Present

●Assisted users in the migration from Windows 7 to Windows 10.

●Assisted in the implementation of Office 365 & deployment to users.

●Currently working with the security team to analyze current macro settings and design a Macro Signing Service using a user portal.

●Currently assisting in creation of the SCCM Image & process for new Windows 10 deployments.

●Currently assisting the deployment of over 3000 Windows 10 machines both on location and in remote offices

●Currently managing the deployment of 4000 Polycom VVX411’s & 8500’s both on location and in remote offices

●Managing the migration of user’s phone numbers into Skype for Business

●Created a SharePoint site for the team so that we could keep track of what tasks we were working on and what priority they were.

●Created KB Articles that would be available for the users.

Service Desk Supervisor, Design Data

11/2017 – 2/2019

●Managed Tier 1, 2, & 3 engineers directing escalated issues, assignments, inbound service calls, and the training of new hires.

●Resolved technical issues received over the phone and via online channels.

●Monitored the development of the engineers through performance reviews on a weekly, monthly, and annual basis

●Observed calls to assess skills in customer service and technical acumen

●Ensured that the engineers were able to meet deadlines and stay on top of their tickets through various reports and coaching opportunities

●Created a new escalation process for how the engineers escalated more challenging tickets that they were unable to quickly resolve

●Helped facilitate the creation of KB articles and the review of the information being added

●Worked with various management to restructure the Service Desk to make it more efficient and properly route tickets and phone calls so that the engineers get tickets that better align with their skill set and development level

●Created a position that serves as an internal escalation point within the structured teams

●Created reports that were used to evaluate the performance of the engineers which rolled into the evaluation of the service desk

Tier 2/3 IT analyst Team Lead, US Department of energy – Kforce

2/2017 – 9/2017

●Led the Mobile Migration Team for a project to move users from “Good for Enterprise” to “Blackberry UEM”

●Oversaw 4 techs and scheduled them effectively to migrate 4700 devices in the span of 6 months

●Set up and configured a SharePoint to establish a main site to create a centralized database and reports

●Worked with users to schedule times that were best for them and arranged techs to come to their location and troubleshoot issues as they arose

●Monitored the assessment of project issues and developed resolutions to meet productivity, quality, and client satisfaction objectives

Inside sales representative, Cogent communications

11/2016 – 2/2017

●Identified potential businesses through prospecting and various websites such as LinkedIn and A-Z

●Gained valuable knowledge about the various products Cogent offers

●Sold DIA, P2P, VPLS, Colocation, Data Centers as well as Utility Computing services

●Gained knowledge about the internet and technology used as well as networking solutions

●Provided a high level of customer service to address and identify how Cogent’s network can grow businesses

Tier 2 IT analyst, US Department of energy – Kforce

7/2015 – 4/2016

●Joined the Mobile Migration Team as part of the project to move users from their Blackberry’s to iPhones/Android Devices

●Joined the Office 2013 Rollout team that upgraded users from Office 2010 to Office 2013

●Joined the Office 365 team that assisted in resolving tickets users had with profiles and other issues through Days

●Troubleshooting and Ticket resolution through DAYS Software Platform

●Provided a high level of customer service, personally addressing any customer issues with the new device or with a migration to a new program/software

IT Administrator, L&L Music Wind Shop Inc

3/2014 – 7/2015

●Diagnose and repair hardware and software connectivity issues

●Change IP address of nodes and other hardware

●Configure Dynamic Host Configuration Protocol (DHCP)

●Set-up network printers and other peripherals

●Remove viruses and malware

●Install and run software updates

●Install hardware, as needed

●Design and deploy new servers and software configuration

●Set-up virtual machines and remote desktops, printers, and file sharing, securely across multiple business locations

●Order IT-related equipment, as needed to maintain functionality

●Provide a high level of product knowledge on a wide array of products

●Provide a high level of customer service to all customers

Education

James Hubert Blake High School, Silver Spring MD

Diploma

●Tri-M Music Honor Society,

●John Philip Sousa

Certifications

Clearances

HDI Support Center Team Lead

2018

U.S. Small Business Association

2019 – Present

U.S. Department of Energy

2015 – 2018

Communication

Recognized high level of customer service by several managers at different jobs including the US Department of Energy.

Leadership

●Managed 27 Engineers that fielded over 100 calls & 150 tickets per day

●Led a group of Tier 2 Analysts on a project for migrating over 4500 users for the US Department of Energy

●Managed 15 employees to complete various tasks with focus on customer service, stocking, and inventory. Experience comes from shift supervisor position at CVS in Aspen Hill, MD as well as Gettysburg, PA locations.

●Eagle Scout with Troop 1444 in Colesville, MD of the Boy Scouts of America as well as a Vigil Member of the Order of the Arrow in Boy Scouts.

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