Support Specialist Customer Service

Steve Richards

Experienced professional seeking opportunity to make a difference!

Las Vegas, NV 89109 ******.********@*******.*** 725-***-****

A multitude of skill-sets and knowledge allow me to be the perfect addition to any organization in almost any role; leadership, supervisory or technical. Seasoned remote employee with the discipline to deliver tangible results.

Decorated War Veteran- Desert Storm, Kuwaiti Liberation Medal, as well as several awards for post-military accomplishments in various arenas.

Work Experience

IT Manager

MRI Corp - Las Vegas, NV

November 2021 to May 2022

Managed IT environment for entire organization, including remote employees, physical/virtual servers, backups, utilizing industry best practices.

Resolved issues discovered at start, implemented security and monitoring to existing network.

Worked closely with vendors and support teams to bring all systems to current patch levels with minimal downtime.

Consolidated physical and virtual servers, improved performance of IIS and SQL platforms as well as performing updates to EOL Windows servers.

Deployed HW/SW to existing VxRail/VMware environment greatly improving performance while decreasing disk space and utilization.

Deployed backup solution more appropriate for enterprise using Veeam and QNAP. Added support to ensure more robust data protection.

Installed VPN with AD integration removing outdated and non-supported devices reducing security risks for the organization.

Used various methodologies such as Agile, Waterfall, Kaizen, etc.

Updated out-of-date policies/procedures while keeping management team in the loop.

Windows Server Engineer III

Hero Managed Services - Tampa, FL

February 2021 to July 2021

Provided Level 3 enterprise support for small to medium sized organizations across the US.

Duties included:

Windows - OnPrem, Cloud and Virtual- Server 2008-2019

Microsoft Azure and Google Cloud

Enterprise Antivirus Software

Active Directory/Group Policies

MS Exchange

Printer Administration

IT Systems Manager

Tuscany Suites and Casino - Las Vegas, NV

June 2019 to October 2020

Supported all IT systems, performed required system upgrades to bring all systems to date with minimal downtime, improving performance of Gaming and non-gaming platforms.

Reviewed existing systems, identified deficiencies and deployed updates to remediate, including backup tools to bring compliance for Nevada Gaming Board and BDR.

Analyzed business and user needs, documented all system requirement specifications.

Developed and modified IT Operations policies as needed.

Managed IT Support Engineers on 3 shifts delivering a 24/7 environment.

Systems Analyst Consultant - CONTRACT

Caesars Entertainment - Las Vegas, NV

August 2018 to March 2019

Provided direct support of the SDS9>SDS13 deployment project utilizing MS Server 2012/SQL 2014.

Performed server provisioning, ancillary preparations, system updates, deployments and support of go-live for all Caesar's sites.

Implemented complex, integrated products, monitor product health and provide innovative business solutions that fit system constraints, meet user needs and match the company's strategic outlook.

Product Support Engineer - CONTRACT

Caterpillar Global Mining America LLC - Tucson, AZ

June 2018 to July 2018

Product Support Engineer for Cat® Mine Star™ System.

Provided technical and application issue support and resolution for dealers, customers and mining customers world-wide in a high-availability 24/7 environment

Advocate for dealers and customers, resolved technical issues with Engineering Support and Development.

Delivered product feedback for development and improvement of new and existing products within Mine Star™

Provided technical and application issue and resolution for the mining industry and dealers worldwide.

Technical Solutions Engineer

AGILYSYS, INC - Las Vegas, NV

January 2016 to January 2018

Directed implementation, support, and provided development updates to Eatec products including deployments, integrations and configuration of AD and other applications.

Provided remote/onsite training services.

Managed timelines, assignments, and milestones.

Monitored live operations and deployments for all products at customer sites.

Gathered technical requirements, reviewed configurations and consulted customers regarding systems to meet requirements.

Assisted with disaster recovery/maintenance of client servers

IT Manager

RIVIERA HOTEL & CASINO - Las Vegas, NV

2014 to 2015

Defined system requirements, proposed changes, priorities, schedules and service standards.

Worked with IT Director to achieve strategic and long-range goals and recommended IT strategies, policies and procedures. PCI Implementation, Internal Controls Revision & Compliance, Enhanced Systems & Network Security.

Conducted hardware and software audits.

Ensured disaster recovery and back-up procedures.

Oversaw administration and maintenance of existing servers and setup of all new servers.

Maintained existing desktop computers and configuration and setup of all new desktop computers.

Oversaw firewall administration, network infrastructure and anti-spam and anti-virus systems.

Systems Analyst Consultant - CONTRACT

CAESARS ENTERTAINMENT - Las Vegas, NV

2014 to 2014

Supported complex integrated products, including iSeries, AS/400 and Windows Servers.

Provided innovative business solutions that fit system constraints, meet user needs and match the company's strategic outlook. Data Tokenization, Mobile Check In/Check Out, Windows/iSeries Integration.

Worked on projects including credit card tokenization, big data migration, iSeries tasks.

IT Support Manager

DESERT DIAMOND CASINOS - Tucson, AZ

2013 to 2014

Managed computer support overseeing system engineers, technicians and support coordinators.

Supervised routine hardware and software maintenance and upkeep and utilization of systems. Developed operating goals and objectives for department and recommended methods and procedures to enhance operations.

IT Customer Service Supervisor

UNIVERSITY MEDICAL CENTER - Las Vegas, NV

2012 to 2013

Supervised hospital-wide IT operations in desktop support services, help desk support services, contract Xerox technicians and general IT customer service delivery.

Mentored, trained and coached employees.

Member of the Change Management Board, Risk Assessment Team, Advisory Committee. Supervised three teams of 20 serving 4000 end users.

Ensured secure data confidentiality.

Implemented McKesson's EHR application.

IT Analyst

MTC-AZ STATE PRISON - Kingman, AZ

2012 to 2012

Performed systems support and manage operations of IT department using several software applications for 250 users in high security environment.

Managed all IT equipment including desktops, servers, IP phones and security & access control systems.

Managed and maintained CCTV, CATV and intercom systems.

Support Specialist / Senior Technical Account Manager

ARISTOCRAT TECHNOLOGIES - Las Vegas, NV

2005 to 2012

Las Vegas, NV 2005 to 2012

Gaming machine manufacturer, CMS Software Vendor.

Regional Support Specialist / Senior Technical Account Manager

Implemented Oasis Casino management system installations, upgrades and conversions, providing onsite instruction and support to casino operations staff during system installations and service consultation visits.

Delivered technical training classes Las Vegas or customer sites.

Developed new processes and business practices.

Ensured high level of customer service for 10 casinos throughout Arizona and Oklahoma, with an annual recurring revenue base of over $5M.

IT Manager

RIVER PALMS RESORT - CASINO - Laughlin, NV

2001 to 2005

Previous Associate HP UNIX Engineer at HEWLETT-PACKARD, PC/Network Specialist at RIVER PALMS RESORT-CASINO and Electronics Technician at US NAVY.

Education

Bachelor's in Electronics

Other Schools - Chicago, IL

March 1987 to June 1989

Skills

Disaster Recovery, System Administration, Virtualization, Vendor Management,

IT Management, Mechanical Knowledge, PowerShell, Data Center,

Crystal Reports, Business Requirements, Logistics, Software Testing,

System design, SQL Server, Scrum, Project Management, Active Directory, VoIP, Leadership, Customer service, Linux, iSeries-AS/400, DB Admin

Links

https://www.linkedin.com/in/steverinaz

Military Service

Branch:

US Navy

Service country:

United States

Rank:

E5

March 1987 to May 1996

Electronics Technician; disciplines in Air Search Radar, Calibration (Metrology), IT, VHF/UHF Communications Systems. Gulf War Veteran, Operation Desert Storm.

Commendations

Good Conduct Medal - First Award, Long Beach, CA

Good Conduct Medal- Second, Naval Submarine Base, Pearl Harbor, HI

Letter of Commendation- Naval Submarine Base, Pearl Harbor, HI

Navy Achievement Medal, Naval Sub Base Pearl Harbor, HI

1992 WESTPAC "Superstar", Long Beach, CA

1992 VITA Service Award- Internal Revenue Service, Long Beach, CA

Letter of Appreciation- Naval Station Subic Bay, Philippines

Letter of Appreciation- Xerox Corporation, Yokosuka, Japan

Letter of Commendation- Naval Maintenance Facility, Long Beach, CA

Awards

Miscellaneous Post Military

February 2012

IT Professional Award- ATI

Outstanding Service Award-ATI

Diamond Service Award- ATI

OASIS™ Master Certification- ATI

Certificate of Appreciation- Safety Committee- ATI

Manager of the Quarter- River Palms Resort-Casino

Employee of the Month- River Palms Resort-Casino

Certifications / Licenses

CCNA

March 2011 to March 2012

CCNA Bootcamp

CompTIA Security+

Assessments

Management & Leadership Skills: Planning & Execution - Highly Proficient

October 2020

Automotive maintenance - Expert

October 2020

Technical Support - Expert

November 2019

Mechanical Skills: Aptitude - Expert

May 2019

Additional Information

TECHNICAL ADDENDUM-

Windows Server, SQL Server, IIS, HP-UX, Virtualization-VMware/Hyper-V, iSeries, Server Management/Administration, Active Directory (AD)/Group Policy Objects (GPO), IT Audit, CRM, ITIL, SaaS, Crystal Reports, HIPAA Compliance, PCI Compliance, Systems Implementation, Change Management, Disaster Recovery.

MECHANICAL ADDENDUM-

Accomplished automotive technician with demonstrated skills in:

Gasoline/diesel engines, light auto and industrial/agricultural, engine management systems, hydraulic and pneumatic systems and machining using vertical mill and lathes. 3-time nominee - National Automotive Technician Competition sponsored by MOPAR and Chrysler.

Contact this candidate