Desktop Support IT Technician

Edwin (Ric) Richardson

**** ******* **** #* *******, TX 77057 713-***-**** ***************@*****.***

www.linkedin.com/in/edwin-richardson-4758044b

Desktop Support IT Support Technician

Solution-oriented, user-focused and results driven IT Technician with over 10 years’ experience providing exceptional customer service in fast paced environments

Experience troubleshooting network connectivity issues, including wired and wireless networks, Windows and Apple operating systems in network environments

Excellent verbal and written communication skills to assist by phone and in person

Analytical, problem solving and trouble shooting skills with attention to detail

Strong organizational skills to multi-task and manage changing priorities

Proficient in Microsoft Office Word, Excel and Outlook, PCs, gmail, and tracking software

Work well independently and as a collaborative team member to complete projects

TECHNICAL SKILLS

Operating Systems: Mac OSX, Windows 7/8.1/10, Windows Server 2008/2012 R2

Server: Window Server 2008, 2012, Mac OSX Server, Active Directory, file share, web server

Network Technologies: OSI & TCP/IP Models, Network Mapping, Traffic Analysis, LAN/WAN, Wireless, SNMP)

Security: Cryptography, VPN, IDS/IPS, Firewall, Protocols, Backup/Recovery Plan

Hardware: Computers, Laptops, Printers, Copiers, VoIP, Mobile Devices, Switches, Routers, Hubs, Projectors, Peripherals

Software/Applications/Tools: Microsoft Office Suite, SharePoint, VMware, MySQL, Wireshark, Simple Hasher 2, NMAP, BitLocker, MacAfee, Remote Desktop, Process Monitor, Remedy

EDUCATION AND CERTIFICATIONS

New Horizons Computer Learning Centers, Houston, TX

07/2018 Security IT Associate Program

CompTIA Networking + CompTIA Security+ in progress

Special Project: Installed, operated, configured and verified a basic IPv4 and IPv6 network, including configuring a LAN switch, configuring an IP router, connecting to a WAN and identifying basic security threats

PROFESSIONAL EXPERIENCE

Mar/2019 – Present Columbia Advisory Group-Prairie View A&M

IT Specialist

Advanced support working with Apple and Windows PCs

Work with Kace on the Windows side. Deploying images and managing software installs

Work with AD Manager/Audit from ManageEngine. Also with AD directly

Work with McAfee Enterprise suite

Use of DameWare for remote management of Windows systems

04/2018-07/2018 New Horizons Computer Learning Center

Student Professional Development Training

Identify security threats and vulnerabilities to manage data, application, and host security

Install, upgrade, repair, configure, troubleshoot, optimize, and perform preventative maintenance of basic personal computer hardware and operating systems

Identify and implement compliance and operational security measures, manage risk, as well as troubleshoot and manage security incidents to plan for business continuity

Communicated with staff to establish requirements for new systems or modifications

Enter commands and observe system functioning to verify correct operations and detect errors

Prepare evaluations of software or hardware and recommend improvements and upgrades

Read technical manuals and conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

08/1999 – 08/2017 University of Houston - Kathrine G. McGovern College of the Arts

Technology Manager/User Support Specialist II

Support of computer systems, both Apple and Windows

Managed inventory collecting data and reporting locations

Acted as a server admin. File sharing, managing rights

Acted as backup ISO

Obtained quotes for equipment and services

Managing part of the building maintenance along with overseeing office moves

Worked as one of the building coordinators for the Moores School of Music

Updated and maintained web content

Scheduled and supervised the computer lab staff

Supervised and inspected work done with room upgrades and repairs

05/1999 – 08/1999 Compaq Houston, TX

Test Engineer

Test compatibility of computer systems with different software and hardware

Testing operating systems with different hardware software combinations

Reporting conflicts and bugs along with passing and failing configurations

06/1998 – 05/1999 Texas Health Choice

Desktop/Network Technician

Worked maintaining the two Houston servers

Maintained workstations in the Houston office

Maintained systems from the Beaumont office

04/1998 – 06/1998 Smart Management Services

IT Consultant

Network consultant doing trouble shooting on the network and E-mail configurations

Duties included configurations on the routing system at HISD

Worked on side projects that included Power Point presentations on lay out of HISD’s new maintenance structure

02/1998 – 04/1998 TACI Houston, TX

Network Technician

Network installations and setups

Software and hardware installs in the lab as well as on site setups to the network.

04/1996 – 02/1998 Software Support Inc.

Lead Technician

Technical support troubleshooting for several multi-billion dollar corporations

Call center support handling customer calls

Lead Tech taking calls that were beyond my team’s skills

Supervised a team of techs

Member of a task force whose function was to evaluate the call center

Identify the weak points and formulate proposals to remedy those weak points

08/91 – 02/96, Global CA/Anzul CA Houston, TX

Supervisor

Responsibilities included locating and purchasing products related to the oil industry.

Responsible for all shipping to and receiving for Houston.

Managed international shipments.

On-site shop supervisor overseeing manufacturing and delivery of goods

05/1989 – 08/1991 United States Army Various Locations

Operator Trainer

Track commander in charge of multiple M-3 Bradley

Trainer working with noncommissioned officers, officers, and recruits

Involved in making training videos and recruiting films

MASA security task force member

Captain’s driver

Took part in many field exercises

Key Focuses: Hardware, Troubleshooting, Software, Communication, Computer Components, System Understanding, System Support, Management, Various System Related Support, Face-to-Face Communication, and System Troubleshooting, Software and Hardware Technology, PC, Phone Support, Email, Equipment, Documentation, Ticketing, Monitor, Network Support, Remote, Information Systems, Technical Knowledge and Skills, Maintain, Configure, Install

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