Richard Cruz

adch7l@r.postjobfree.com

214-***-**** https://www.linkedin.com/in/rickcruz71

PROFESSIONAL Customer-focused, results-driven IT support professional with more

SUMMARY than 20 years of experience in comprehensive systems administration, desktop and Network support for clients. Proven record of applying available technology to successfully support, connect and track decentralized business operations in rapid-growth organizations.

IT Operations

End User Computing

Change Management

PROFESSIONAL Hudson Advisors, Dallas, TX 08/2017-01/2020

EXPERIENCE Senior Analyst, IS Service Delivery 2 years 5 months

Responsible for maintaining and supporting the voice and data networks, and desktop support that provide the technical infrastructure for the organization in the Hudson and Lone Star (HALS) offices in North America as well as providing technical guidance, training and mentoring for less experienced team members.

Performed maintenance of hardware and software on desktops and laptops

Maintained technical proficiency on all client end-user computing platforms: personal computers and laptops, Windows 7, Windows 10, MAC OS, Microsoft Office, internet applications,

Provided LAN/WAN/VPN support

Assisted with large hardware and software installations

Logged new calls, updates and status changes in Help Desk portal using Sysaid

Managed and updates documentation of standard procedures

Used SCCM to image and prep systems with Windows 10.

Mobile Phone (iOS) break/fix troubleshooting and setup using VMWare AirWatch (Intelligent Hub) for mobile device management.

Key Accomplishments:

Led the effort each quarter to replace/return HP equipment on a three-year lease return cycle for the North America region that typically numbered between 90-130 systems per quarter. This would include identifying equipment to be replaced, procuring replacement equipment, training contractors to assist, designing reporting and tracking methods for the project, ensuring milestones are met and leading the RMA process.

Provided leadership for the less experienced analysts on the team. Instrumental in strengthening the comradery between team members with disparate ages, personalities and backgrounds.

Cardinal Health, Lewisville, TX 09/2012-06/2017

Supervisor, I.T. Service Center 4 years 9 months

Professionally provide second and third level desktop and network support for a Fortune 25 organization. Supervise a team of technicians and coordinate their day-to-day work.

Configure, quote and procure workstations, phones, laptops and software licensing for the facility. Administrate users in a Cisco Call Manager, Call Center Express, Unity and Zoom call center environment.

Manage Active Directory and Exchange accounts for the user’s onsite. Use Group Policy to control access to services such as printing.

Use Cisco IOS to manage switches and ports to secure LAN resources and enable authorized users’ access as job duties require.

System images are created and managed using Dell KACE K2100. ServiceNow and Dell KACE K1100 are used to manage ticketing. Remote administration using Bomgar appliance and DameWare Mini Remote Control.

Manage the vendors and preventative maintenance of the onsite critical mechanical systems including the backup diesel generator, Emerson APM uninterruptible power supply, Liebert in-row cooling units and refrigeration for the pharmacy and distribution services. Manage the Allen Bradley temperature monitoring and control system and CIMScan temperature monitoring.

Key Accomplishments:

Key component of a project team to design, equip and occupy a 123,000 square facility with approximately 450 employees. Space for distribution, pharmaceutical and call center services were created. The design included coordinating vendors to provide conference, huddle and training room solutions with technology that totaled over $400k.

Deployed and administrated the Windows Server Update Services for our environment. Managed the updates and testing procedures on a monthly schedule. Used WSUS reports to monitor the updates and remediate any issues.

Supreme Lending, Dallas, TX 03/2010-04/2012

Senior Level Support Analyst 2 years 1 month

Acted as second and third level support for 160 onsite users in the corporate office and 450 remote branch users around the country. Responsible for resolving tickets escalated by first level help desk. Worked with System Administrator to resolve tickets and assist with projects. Work closely with the Network Administrator to resolve tickets and assist with networking projects.

Added and maintained users and groups in Active Directory and Exchange 2010. Used Exchange Management Shell to troubleshoot and correct problems.

Collaborated with the infrastructure team to design, implement troubleshoot and manage VMware vSphere 4 environment, Exchange 2010, and Cisco firewalls and switches.

Responsible for configuring, modifying and shipping Cisco 7940 and 7960 Voice over IP telephones using Cisco Call Manager and Cisco Unity. Setup and maintain call routing and hunt lists.

Used Sysaid service requests to track tickets and projects daily. Administrated users and views for easier management of work in progress. Used Citrix GoToAssist as our primary remote access software to take control of user desktops.

Managed Barracuda Web and Spam filters to monitor usage and increase positive user experience. Whitelisted and blacklisted URLs, domains and e-mail addresses as required.

Spec’d, negotiated pricing of and purchased hardware and software from vendors, primarily Dell. Designed and implemented system to track purchase orders and communicate purchases between accounting and I.T. departments.

Used SQL Reporting Services to create and connect to data sources. Created, edited and maintained reports and subscriptions.

Administered and provided support for RightFax for faxing, XDOC for document management and Encompass by Ellie Mae, the organization’s primary application and loan origination software.

Key Accomplishments:

Instrumental in planning and implementing corporate office relocation of company data center and workstations for 160 users.

Led the deployment of 2X Application Server, an application publishing solution for Terminal Services. Configure Terminal Servers including print services, install and configure clients, monitor resources and track user feedback.

Managed asset management project whereby all the organization’s hardware assets were tagged for tracking. This included planning and implementing the tagging, documenting the process and verifying the data entry.

Twist Solutions, Dallas, TX 11/2008-02/2010

Field Engineer 1 year 4 months

Traveled throughout the Metroplex for a technical services firm handling every aspect of IT for client organizations. Assigned as the primary technician for 14 clients as the face of the company to the clients which included a weekly or bi-weekly on-site visit.

Responsible for weekly maintenance of client environments which included server administration and reporting on antivirus, backups, email system health, UPS, Windows Updates, Event Viewer errors, server RAID health and trouble ticket trends and aging.

Take ownership of and see through to resolution, issues with client environments including VMWare, Exchange, and Cisco networking.

Conducted Quarterly Reviews where longer term goals and projects were recommended based upon best practices. Upon client approval, a plan was presented, and the project was implemented.

Worked with hardware and software vendors to fulfill quote requests and make recommendations based on client need and price. Dell and CDW were the primary sources of quotes.

Used an in-house ticketing system called TOSS to track incidents and note progress. Remote assistance was provided using VPN and VNC or RDP and on occasion Go to Assist and LogMeIn.

Key Accomplishments:

Successfully completed a migration from Novell Netware and Groupwise to Windows Server 2008 Small Business Server and Microsoft Exchange 2007. Migrated Windows Server 2003 Small Business Server to new hardware for another client.

Configured and installed five Cisco Adaptive Security Appliances and PIXs for various clients. All were implemented with VPN using the Cisco VPN Client, three used RADIUS via Windows ISA server, and two required configuring site-to-site VPN.

Successfully planned and completed office relocations for four clients.

EDUCATION Texas Tech University, Lubbock, TX

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