Samuel Ricks

Career Summary

Samuel Ricks is a Technical Support professional with over 20 years of experience in the IT industry. Throughout his career, he has deployed and supported laptops and PCs during a Windows upgrade. He used Windows SCCM to deploy network reimaging, backup user data and reinstall applications. Sam has experience resolving customer’s software and system issues supporting both onsite and remote users.

Highlights:

•Responsible for all of IT equipment requests and deployments for employee ordering laptops and software

•Installed and maintained computers, Citrix workstations, Ethernet and wireless networks, and other related equipment

•Reimaging of Windows operating systems and PC migrations

•Passion for technology and learning new ways its designed and implemented for users

Professional Accomplishments

Blue Chip Talent at Integra Partners August 2021 to August 2022

IT Support Analyst

•Served as First point of contact responsible for resolving customers software, system and Mitel Phone issues over the phone, email or at Troy office

•Reimaged and deployed laptops to employees involved in laptop upgrade from Lenovo Think pads to Dells

•Used Active Directory and Altris to setup users and install software

•Supported variety of corporate software and also Microsoft Office and Teams

•Directed unresolved issue to next level of Support

Blue Chip Talent at Flagstar Bank May 2021 to June 2021

Technical Support Specialist

•Involved in PC Refresh and Windows 7 to 10 upgrade projects providing 2nd level Support

•Used Active Directory and Altiris to setup users, reimage configure machines and install software

•Supported users through Upgrade process who still were on Windows 7 that needed to be upgraded to Windows 10 and those with HP 1040 G3 laptops upgrading to HP 840 G7 Laptops also users with HP PC upgrading to new HP MP9 G4 desktops.

•Supported variety of corporate applications, Microsoft Office, and Citrix virtual machines

Assignment at Detroit Public Schools December 2020 to March 2021

Technical Support Specialist

•In a Windows 10 environment, provided 2nd level desk side support to Detroit Public School staff and students

•Responsible for resolving hardware and software issues for onsite and remote users

•Supported a variety of Microsoft Office applications including Microsoft Teams and One Drive

•Supported Connected Future Project getting DPS students connected for remote learning using Cherwell Ticketing system

•Responsible for the reimage deployment of the Magnus III tablets for students and Dell Laptops for employee. USB imaged used

•Confirmed completion of reimage, software installs and data recovery

•Worked with user onsite and remotely to confirm access to new image or machine

Assignment at Blue Cross Blue Shield September 2010 to March 2020

IT Support Specialist

•Reimaged and deployed laptops and PC to employees

•Involved in Windows and PC Upgrades

•Used Windows SCCM to deploy network reimage, backup user data and reinstall applications

•Responsible for all of IT equipment requests and deployments for employee ordering Laptops and software

•In Windows 7/8 and 10 environments, provided onsite 2nd level desk side support for Blue Cross employees and vendors

•Responsible for resolving customer’s software and system issues supporting both onsite and remote users

•Used HP Service Manager for ticket reporting and SLA tracking

•Supported a variety of healthcare applications, Microsoft Office 2007-2016, Outlook Exchange email, and VPN connectivity

•Used Cherwell Service Manager software to support IT Service Manger Environment to support for PC deployment, software installs, and service requests

•Installed and configured iPad, MacBooks, Surface Pros, HP, and Dell hardware and printers; also worked with virtualization technology Citrix, VMware, virtual desktops, and VDI using SCCM client for software installs

•Trained and managed a team of techs who traveled to Blue Cross locations completing desktop, laptop and iPad upgrades as well as Windows Operating system upgrades

Assignment at DTE July 2007 to December 2008

Desktop/LAN Administrator

•Installed and maintained computers, Citrix workstations, Ethernet and wireless networks, and other related equipment

•Responsible for resolving customers network, system, or applications issues within the defined SLA times

•Developed and conducted various training and instruction for system users on maximizing the use of the network and their computing systems

•Documented network problems and resolutions for future reference and SLA tracking in Peregrine Ticketing system

Assignment at Comerica Bank November 2006 to March 2007

Technical Support Analyst

•Involved in the migration of client’s PC and laptops to the Windows XP environment and new corporate image

•Provided level 1 and 2 support for post-migration clients’ hardware and software issues (Lotus Notes, MS Office 2000, VPN connectivity, Citrix MetaFrame and custom desktop applications)

•Used Novell Console One / IT manager for reimage process and password resets, network account setup and file association; responsible for documenting and communicating end user’s issues through Peregrine ticketing system

•Responsible for troubleshooting software and hardware, as well as satellite and modem communication failure for Chrysler CIS customers

•Responsible for researching the cause of network connectivity when a dealership LAN malfunctioned

•Responsible for gathering information on system problems by dialing into the UNIX-based IBM Netfinity 5600 servers and utilizing several Unix commands to do problem determination

•Responsible for software downloads, password resets, server reboots, adding user logins, and printer maintenance

•Developed and implemented customer relations and customer satisfaction strategies with dealerships for the Americas, Europe, and Asia

Assignment at DCX Headquarters January 2002 to August 2006

Help Desk Lead

•Team Leader of 8-person customer call center responsible for providing Level 1 and 2 support for DCX internet and intranet employee web portal

•Responsibilities included monthly tracking and performance metrics reporting for help desk agents using Symposium Express Call Center software to ensure Customer Service SLA requirements were met

•Maintenance of Lotus Notes database for procedural documentation for agents

•Scheduled and ran daily/weekly meetings with web portal provider to ensure site availability and performance met SLA requirements

•Represented the Help Desk in all DCX Dashboard Anywhere-related communications / marketing meetings, user training and events (such as Auto Show, DCX People Pride and Product events at local manufacturing plants)

•Trained and assisted agents in troubleshooting and resolving all web portal-related customer issues.

Education/Certifications

Bachelor's Degree, Business Administration, Siena Heights University in progress, expected 2022

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