Richard K. Skelton

Junior Systems Administrator

Remote, Colorado, 80909 adru7b@r.postjobfree.com 719-***-****

A reliable, hardworking, and experienced professional with notable success in end user support. Dynamic and team-oriented Junior Systems Administrator with over a decade of experience in various IT support roles. Innovative and results-driven with a passion for delivering high quality work. Detail-oriented and focused on maintaining and improving workflow. Adept at resolving any hardware or software issues, maintaining infrastructure, and managing inventory. Highly professional attitude with great ability to work and perform well in any situation. Currently seeking a completely remote support role as I perform best in such an environment.

WORK EXPERIENCE

Junior Systems Administrator

National Strength and Conditioning Association (NSCA)

Remote/Colorado Springs, CO November 2021 – July 2022

Deployed Microsoft LAPS with the help of the Senior SA to help improve security for the company.

Setup YubiKeys with corresponding GPOs for Administrative accounts to further improve security and simplify workflow.

Deployed Cisco AnyConnect VPN to replace insecure Windows VPN using Meraki Console.

Deployed printers via GPOs to simplify printer management.

Setup automated tasks via Ninja RMM to simplify device management.

Configured and deployed LastPass using their AD connector app.

Managed users, tickets, and projects through the JIRA ticketing system from concept to completion.

Created SOPs in Confluence for any issues encountered or upgrades being performed.

Collaborated with other departments to develop solutions for infrastructure upgrades.

Facilitated Board meetings via Zoom Rooms.

Managed inventory and setup equipment recycling pickups with local recycling companies.

Migrated most of the company away from desktops to using laptops in order to be better prepared for future remote work scenarios.

- Microsoft Active Directory and Azure support

- Office 365 support

- Windows 10-11 support

- Personify support

- Laptop, Desktop, and Server support

- Microsoft Teams/MS Teams admin center

- Zoom support

Tier II Help Desk Technician

Junior Achievement USA

Remote/Colorado Springs, CO January 2020 - November 2021

Provided support for various education platforms for users across the nation.

Managed tickets from conception to completion through ServiceDesk, modifying ticket templates along the way for simplified responses to known issues.

Collaborated with other departments to develop workflow improvements.

Supported internal end-user equipment

- Active Directory and Azure support

- Windows 7-10 Support

- O365 and Office legacy support

- Blackbaud BCRM support

- SQL support

Desktop Support Technician

A&E Tire

Colorado Springs, CO November 2018 - January 2020

Provided onsite support for a shop and would collaborate with other techs from other locations to troubleshoot issues, and to come up with plans to improve the workflow process and security of the company.

- Windows 7-10 Support

- Line of Business software support

- OS and data migration

- Microsoft Office/O365 Support

Customer Service Representative

Monster Scooter Parts

Colorado Springs, CO December 2016 - November 2018

Provided customer service, helped with company website navigation, product information, and product assembly. Processed orders and returns and collaborated with other departments to develop SOPs for product assembly and to improve workflow.

Customer Service Representative

Copart Inc.

New Braunfels, TX November 2014 – September 2016

Assisted buyers and sellers with company website navigation, provided detailed information on active auctions, and coordinated deliveries and pickups with the dispatching department.

Field Support Technician

The Peak Organization

Columbus, GA June 2013 – August 2014

Helped launch and manage the Windows 7 upgrade project for the two Blue Cross Blue Shield call centers in Columbus GA and several Synovus Bank branches in Alabama and Georgia.

Worked with a team of contractors to upgrade hundreds of end-users from Windows XP to Windows 7.

- Supported Windows XP, Windows 7, Office, and proprietary software

- Provided remote support via Lync, Remote Desktop, Dameware, and Citrix

Technical Support Agent

Aflac Inc.

Columbus, GA August 2012 – May 2013

Provided Tech support to Aflac employees for various Aflac products including line of business applications.

Provided reliable remote support via LogMeIn or Windows RDP.

Quickly resolved complex issues including system crashes, connectivity issues, virus infections and more.

Help Desk Tier I

Unisys

Salt Lake City, UT September 2010 - August 2012

Provided Support for various internal Microsoft employees with the expectation of single call resolution

Supported all Microsoft products including line of business applications

Provided remote desktop support via LogMeIn

Investigated reported issues and walked users through scripted service protocols to resolve numerous problems

Closed majority of trouble tickets with first call resolution

Tech Support Agent

Teleperformance

Lindon, UT December 2009 - August 2010

Provided Technical support for Verizon FIOS consumers

Supported Set-top boxes, routers, TV’s, laptops, and desktops

SKILLS:

CompTIA A+ Certified

Windows (all versions); Windows Server 2003-2016

Remote support via Windows RDP, Logmein

Microsoft Active Directory Services

LAN, WAN, Wifi, VoIP

MS Office 365/Exchange

Extensive experience with Desktop, Laptop, and Printer hardware

Technical Support

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