Support Service
Resume:
Ricardo Isree
Cell 404-***-****
********@*******.***
Summary
Ambitious and highly motivated professional with a strong track record of delivering top performance. Results driven with over five years of experience leading and executing IT projects from inception to execution, strategically allocating resources, managing assets and delegating tasks to meet goals for on-time completion of projects.
Adept at managing technical support operations, comprehensively troubleshooting issues, identifying root causes in order to prevent recurrence. Experience assisting with implementation of new procedures and technologies, to enhance operational efficiency and control department costs.
Strong analytical, communication skills along with experience of working in a high- pressure environment.
Technologies/Areas of Expertise
Altiris Data Backup & Recovery
Asset Management Microsoft Exchange
Troubleshooting & Testing Management and communication experience
Project Management Networking
SQL Good Interpersonal skills
Vendor Relations Active Directory
Strategic Planning Microsoft office
Secure CRT Support Application Software
Service Now Hardware Installation and Maintenance
Microsoft Suite Organizational Data Security Fundamentals Cert.
PROFESSIONAL WORK EXPERIENCE:
Support Analyst Lead
Genuine Parts Company GPC Current
The Service Desk Representative provides support, diagnosis to customers of the GPC Corporate IT Shared Services.
Responsible for overseeing the work activities of other support analysts and as a senior worker performing information technology technician assignments which are recognized as the most complex.
Performs all functions required to install, configure, and test computer software, apps, or upgrades on work computers, tablets, virtual desktop clients, and connections to the data networks.
Trouble shoot audio/video equipment; including but not limited to podiums, digital projectors, document scanner, clickers, and other technology equipment.
Responds to trouble calls on equipment or applications, diagnoses problems, and provides local or remote testing and support.
Communicates with staff and other support personnel to identify and resolve problems and provides technical advice to technology users.
Promotes integration of technology in teaching, learning and operations by providing assistance and technical training to support technicians.
Conduct weekly team meetings.
Assists in PC deployment and maintenance
Works with team members to develop, approve, validate, and maintain problem resolution databases
Interprets, analyzes, diagnoses, documents and resolves first level customer service problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls on a first call basis
Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to: the incident/problem tracking system, internal websites, software manuals, and other team members.
Appropriately escalates problems as required and monitors resolution progress until the problem is resolved to the caller’s satisfaction.
Using the incident/problem tracking system, accurately documents all incoming calls documents all call resolutions.
Keeps Service Desk team and management apprised of any new support issues in a clear and timely manner.
Works to consistently improve call handling and resolution processes.
Performs other job-related duties as assigned or apparent
Create and maintain email accounts in exchange and Active Directory
Support for mobile platforms, Android, IPhone, Windows phone and Blackberry
Maintain computers and users thru Active Directory
1
RPM Analyst
Genuine Parts Company GPC April 2014 – May 2016
As part of the RPM data conversion team, manage conversion related tasks for all stores to convert from TAMSII to RPM
Maintained Wiki page for all lower environment servers
Owner of Conversion and timing documents for all store conversions.
Maintained servers for lower environment testing for TAMSII to RPM.
Assisted stores in conversion process from TAMSII to RPM.
Trained new team members.
Ran SQL database queries to provide data to other teams in the testing process.
Determined inefficient process and recommended improvements.
Ran multiple test conversions in testing environments to determine issues and testing of improved time to convert stores.
Maintained all server, workstation hardware and configurations.
Support Analyst
Genuine Parts Company GPC March 2012- March 2014
The Service Desk Representative provides support, diagnosis and phone support to customers of the GPC Corporate IT Shared Services organization.
Assists in PC deployment and maintenance
Works with team members to develop, approve, validate, and maintain problem resolution databases
Interprets, analyzes, diagnoses, documents and resolves first level customer service problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls on a first call basis
Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to: the incident/problem tracking system, internal websites, software manuals, and other team members.
Appropriately escalates problems as required and monitors resolution progress until the problem is resolved to the caller’s satisfaction.
Using the incident/problem tracking system, accurately documents all incoming calls documents all call resolutions.
Keeps Service Desk team and management apprised of any new support issues in a clear and timely manner.
Works to consistently improve call handling and resolution processes.
Performs other job-related duties as assigned or apparent
Create and maintain email accounts in exchange and Active Directory
Support for mobile platforms, Android, IPhone, Windows phone and Blackberry
Maintain computers and users thru Active Directory
2
Tams Support Analyst
Genuine Parts Company GPC September 2008 – Feb 2012
Norcross, GA
Provide Technical Support to NAPA Stores on TAMS system.
Administer Sun Solaris 5.8 & 5.10 operating systems for Dell power edge servers.
Administer Windows XP and windows 7 for desktop and laptop machines performing hardware break/fix, software installation, IE setup and configuration, Virus detection and resolution.
Administer LAN nodes including APC backup power supply units, Dell Power Connects switches, Belkin kvms, Netscreen Juniper routers, Perle Jetstream 4000 serial/access servers, Lexmark laser printers, Okidata and ithica POS printers, Wyse thin clients, Symbol RF Scanners and access points, US Robotics Dial Modems and server cooling cabinets.
Determine hardware break/fix coordinate equipment replacement or repair.
Update Remedy ticketing systems for issues keeping case logs and tracking progress until all issues have been resolved.
Determine Data Base issues with TAMS by executing SQL commands in the Database.
Troubles shoot workstation network issues.
Troubles shoot POS and Back office issues.
Identify thru VeriFone transactions being declined reason code, and if store is active.
Test new revisions of software for crashes and bugs. Document and report all findings.
Trouble shoot Tams servers using SQL queries
Troubleshoot Tams remote access with Java
SPECIAL SERVICE AND TRAINING
UNITED STATES MARINE CORPS May 1997 – July 2003
Aircraft structural mechanic.
Participate in, or support combat and other military operations, such as humanitarian or disaster relief
Operate, maintain and repair air craft equipment
Perform technical and support activities
Supervise junior enlisted personnel
Responsible for training junior enlisted personnel, This includes basic training and physical fitness along with military skills, such as weaponry, combat tactics and develop their individual military occupational specialties.
EDUCATION
Ameritrain, Ashford Dunwoody, GA
Technical course A+/Network+
Georgia MLS, Buford GA
Real estate licensed
Gwinnett Technical College Lawrenceville GA
Business Management
Aviation Structural Mechanic H & S (Hydraulics & Structures) including 20hrs of corrosion
Certification Control (C-603-0175) Advanced Composite Material Maintenance (C-603-3868)
Contact this candidate