Desktop Support Customer Service

RICKARDO RAMCHAND

**** **** ******, ******* ** **416 347-***-**** *******************@*****.***

PROFILE

IT professional with strong desire to learn, participate and innovate in technology. I am solutions oriented, punctual, dedicated and a team player. I am proactive in identifying and resolving problems in a timely manner. I have the ability to build mutual trust and facilitate successful results. I am recognized for superb ability in translating technical information into business terms. Excellent interpersonal skills combined with strong written and verbal communication skills. Highly committed to quality assurance and excellence in customer service with strong organizational skills and attention to detail. TECHNICAL SUMMARY

Software

MS Office Suite, Java Eclipse, HTML5, CSS3, IIS/Apache.

Windows virtualization software: VMware Workstation Player, VMware ESXi, vSphere Client, Oracle VirtualBox.

Windows 10 Professional.

Acronis software for backup and restore procedures.

Eclipse IDE.

Hardware/Technical Skills/Networking

Experienced with implementing desktop computing standards and procedures to simplify troubleshooting.

Installation and Troubleshooting Computer Hardware and Peripherals.

Windows BIOS file system, CMOS and UEFI. DASD management.

Computer Networking and LAN setup.

Remote login via Windows protocols.

Cisco Packet Tracer.

Hard drive/SSD cloning.

IPv4 and IPv6 addresses, Dynamic Host Configuration Protocol (DHCP).

FTP, SFTP and TFTP, SSL, TLS, HTTP and HTTPS.

Servers

Windows Server 2008 R2.

Web hosting.

Installation of back end components.

Web Server Maintenance.

Microsoft Dataverse.

Microsoft Office 365

EDUCATION

New York City College of Technology/CUNY New York

Bachelor of Technology, Computer Systems Technology 12/2020 Bronx Community College/CUNY New York

Associate in Applied Science, Computer Information Systems 06/2016 Other Training

FEMA - Network Assurance from Texas A&M Engineering Extension Service. 06/2020 EXPERIENCE

The UPS Store Brooklyn, New York

Full-Time Center Associate 11/2020 – 03/2021

Delivers outstanding customer service to walk-in customers and telephone inquiries.

Continuously practices good listening skills with customers, UPS store team members, and leadership.

Takes ownership of the customer’s shipping needs and offers viable solutions.

Takes action to learn all product and service offerings, alternative solutions, and industry trends.

Operates all equipment, software, and devices in an expert fashion and is willing to teach others.

Maintains a clean, organized, and safe working environment.

Preforms other duties as assigned.

New American Chamber of Commerce Brooklyn, New York Web Server Admin Intern 03/2020 – 06/2020

Website evaluations

Assist with setting up databases

Review of Software (CMS) for recommendations

Sei Investment

Remote Desktop Testing Coordinator / Developer New York 03/2019 – 03/2020

Responsible for the development, testing, coding, and documentation for desktop support functions

Maintained, Coded, Tested, and Implemented software Upgrades for various upgrades.

Perform testing on new user’s cookbook procedures for self-test problem diagnosis.

Perform desktop support functionalities, documentation, and off hours support.

Team lead on inventory control for hardware and software versions and costs.

Preparing weekly status reports.

Queens Public Library Queens, NY

Team Lead-Shift Coordinator 07/2017 - 01/2018

Provided much needed process coordination amongst team to improve punctuality and tardiness issues.

Performed daily tasks such as sorting books for Library returns.

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