Customer Service Project Manager

Norman Wilbert Ricks

*** ****** *****

Goose Creek SC 29445

United States

Home: (404) - 822-2045

WORK EXPERIENCE:

CompuCom Systems, Rock Hill South Carolina Present

Sr. Field Service Systems Engineer (Contracting to Lowe’s)

Providing Tier 3 IT Support for 10 Lowe’s Store within a 150 miles Radius

Support includes: Maintaining hardware and software support for over 800 POS Systems including Self Checkout Systems and Networking Equipment, Providing network support operations across multiple platforms, analyze technical architecture, including hardware, software, and various configurations, Provides feedback on commonly encountered problems to help create user documentation and/or training programs for new users or new Field Engineers, Train new employees and engineers on new hardware, software and procedures, Help to create and maintain documentations and process by analyzing the Day to Day communication via Microsoft Teams, Help to ensure Network Security and Vulnerabilities, Help to maintain an up to date knowledge base to ensure we are current on the latest technologies and staying current on certifications, Providing a Point of Contact with other vendors to ensure all guidelines are being followed and adhered to as it pertains to new technology to determine software and hardware installation requirement and procedures, Maintain VOIP Systems and Phones, Maintain Access Point Units, Maintain VOIP Camera Systems, Ordering and Tracking the return of new and defective parts or equipment, Head Weekly Technology Meetings

UPS, West Columbia South Carolina 10/14/2019 – 10/15/2021

Plant Engineering Supervisor:

Assists with determining proper corrective actions to be taken with damaged or worn equipment based on the history of breakdowns and discussions with the operations team to determine the most cost effective solutions. Assists with dispatching PE Mechanics to complete necessary conveyor system repairs and Preventative Maintenance Inspections (PMIs), using Maximo to schedule work so the equipment runs smoothly and efficiently. Monitors status of repair and PMI updates daily to ensure timely completion of work. Assists with updating repairs and PMI database in Maximo by processing PE Mechanics’ timecards and completing PMI checklists so that the equipment is maintained at an optimal level and the facility is efficient.

Assists with conducting facility inspections and identifying operational improvements needed to promote efficiency of package flow and safety. The Plant Engineering Part-Time Supervisor assists with determining proper corrective action to be taken with damaged or worn equipment based on the history of breakdowns and discussions with the operations team to determine the most cost effective solutions.

Other Duties

Assists with overseeing the protection of physical assets, facility and equipment maintenance, and facility housekeeping to ensure a safe, clean, and efficient facility.

Assists with identifying and scheduling necessary repairs and preventative maintenance, through the use of PE mechanics and outside vendors, to maintain the condition of the facility.

Communicates assigned work status to colleagues to determine potential impact on the department's schedule.

Assists with maintaining environmental compliance in accordance with UPS environmental programs (e.g., Storm Water, Clean Air, Hazardous Materials, etc.) to promote the environment and health and safety of UPS workers and the surrounding community.

Delivers required regulatory training (e.g., Lockout Training/Hazmat Training) as directed, to PE and non-PE personnel.

Pinnacle Technology/UPS, West Columbia, South Carolina 7/05/2018 – 10/13/2019

TSG Support Technician

Provides support activities in an assigned area.

Performs equipment exchange and recording inventory controls, software installations and program updates, troubleshooting and problem resolution on computer and Telecommunication systems including Desktops, Servers, Switches and Routers.

Active Directory including creating users, applying groups and moving users.

Operating System Imaging of Windows 10 and Windows 7.

Planned and implemented Windows 10 mandatory migration including system imaging and provisioning package deployment.

Basic networking including setting up connectivity from user equipment to the network and system imaging.

Software and hardware installation, setup and configuration (e.g. system imaging).

Created and configured accounts in Active directory for new and existing users, computer and user configuration, GPO, managing objects and container permissions.

Ghosting Hard Drives, Installing and Configuring Windows 7 and Window 10 Systems.

Train users on supported software and hardware with understanding of technology from a userperspective as well as technical perspective.

Assist users to resolve computer related problems such as inoperative hardware or software.

Travel to support external customers within a 50 mile radius.

MST CYS (02/03/2015 – 7/3/2018) – Program Technology Lab Coordinator

FT. Jackson, South Carolina United States

Assisted in designing and responsible for implementing an Educational Technology Program for youth 6-18 years of age. Plans, coordinates, and conducts activities for program participants based on observed needs of individual children/youth and in cooperation with other CYS staff. Prepares and implements program options for children and youth with special requirements. Works in ratio with children and youth. Creates a positive environment in CYS Technology Lab that includes appropriate physical space, furnishings, wall displays, and resource materials and supplies to supplement computer software programs and Internet access. Ensures the use of technology is fully integrated into all activities and events in the facility to include each of The Army's School-Age and Youth Four Core Service Areas; incorporating baseline programming and implementation of Boys and Girls Clubs of America and 4-H Materials for children and youth Kindergarten/1st - 12th Grade. Encourages participant interest and maintains an environment that promotes positive child and youth interactions with other children, youth, and adults. Provides supervision, oversight, and accountability for program participants in compliance with DoD, Army and local policies, guidance, and standards. Provides opportunities for parent involvement.

Demonstrates proper work methods and provides work-related guidance to subordinates when required. Ensures computer, peripherals, and software are maintained in good condition and working order.

Troubleshoots CYS hardware, printers, scanners, servers and software. Informs CYS Functional

Technology Specialist of any major repairs requiring professional expertise. Secures supplies, equipment, and facilities.

Interacts with children and youth using approved child guidance and youth development techniques. Promotes and role models safety, fitness, health and nutrition practices. Models appropriate behaviors and techniques for working with children and youth. Maintains control of and accounts for the whereabouts and safety of children and youth. Monitors Internet use by children and youth to minimize risk of exposure to inappropriate content. Observes program participants for signs that may indicate illness, abuse or neglect and reports as directed. Notifies supervisor on health, fire, and physical and Internet safety compliance concerns.

Trains children/youth in use of equipment and software programs. Assists in training employees and Family Child Care Providers in Basic Computer Skills as required. Explains program guidance, procedures, policies and directives to parents, volunteers, and other CYPAs who may assist in the Technology Lab.

Completes designated training requirements and records completed training on own Individual Development Plan (IDP). Uses designated evaluation materials to ensure assigned area is in compliance with standards and procedures as outlined in applicable regulations and program management guides. Ensures assigned area achieves and maintains standards for DoD/Army certification and national accreditation or Army equivalent. Collects, maintains and reports program participation data. Helped with the design and setup of Cyber Café’ including setting up cable modem, router, 48 port switch, wireless router, 48 port patch panel, and relocated and setup 15 PC’s and two network printers onto new network. Run drone, robotics, technology and public speaking camps throughout the year and summer months for middle and high schoolers. Manage all question and answer tours of the new Cyber Café including demonstrating all new state of the art equipment found in the Cyber Café.

Centura College (10/17/2011 – 06/10/2014) - Senior NT Instructor/Network Engineer

Columbia, South Carolina United States

Sr. NT Instructor/Network Engineer: Successfully Taught and Mentored over 150 Students for 3 years including maintaining the school’s 150 node network:

Taught the following Courses:

" A+ Certification

" Net+ Certification

" Cisco Certification

" Help Desk/Customer Service Certification

" Designing A Secure Network Administration

" Microsoft Network Infrastructure Administration

" Microsoft Active Directory

" Microsoft Office 2010/2013

" Microsoft Server 2003/2008/2012

"Linux Red Hat

Successfully taught and managed up to two class a day. Wrote syllabus for all classes. Designed labs to simulate real world situations. Led a successful upgrade project of the entire campus including cameras, computers, and cabling to help regain school’s re-certification. Helped to find student jobs. Took students on Field Trips to Fortune 500 companies. Provided Intern and Ex-tern jobs for students. Served on school advisory board.

Marathon Staffing (10/10/2010 – 6/13/16) - FIELD ENGINEER/CUSTOMER SERVICE

REPRESENTATIVE

Tyngsboro, Massachusetts United States

FIELD ENGINEER:

Install, Repair and provide maintenance on 10 or more different models of Point of Sales Systems. This includes but not limited to: replacing system boards, cpu's, memory, hard drives, lcd touch screens, cash drawers, printers, power supplies, uninterruptible power supplies, chasis, plastics, bearings, bump bars, key locks on cash drawers, springs, latches, and all other parts associated with Point of Sales Systems. Cat 5 drop cables, RJ11 connectors, installing Cat 5 drops including end to end testing, outlet power testing, volt meter testing of equipment, installing security cameras on top and inside of buildings, installing various types of cables and ends to and from equipment, patch panels, switches, routers, modems, vpn (Vitural Private Network). Installing Proprietary Software for over 10 or more clients.

CUSTOMER SERVICE REPRESENTATIVE:

Train New Customers on Point of Sales Systems. Turn in daily reports and weekly timesheets. Keep up with Inventory of parts for all Point of Sales Systems maintained via Microsoft excel and word. Ship Defective parts weekly via FedEx. Work very closely with Customer Service help desks to resolve all issues that my arise. Average 25 calls per month with a 98% resolve closeout.

Ricks Computer Consulting Services (01/15/2006 -04-26-2010) - STORE MANAGER/SENIOR

COMPUTER CONSULTANT

Stockbridge, Georgia United States

SENIOR COMPUTER CONSULTANT:

Provided all levels of Tech support which included the following: Virus and Spyware Removal using various tools like spybot, Norton, Avast, AVG and Malwarebytes to name a few. Troubleshoot and fixed problems with memory, hard drives, motherboards, CPU's, modems, video cards, sound cards, SCSI cards, power supplies, network cards, printers, cracked or broken screens on laptops defective motherboards, added memory to desktops and laptops. Operating System installs and upgrades, device driver installs, windows updates including service packs. Installed and troubleshoot problems with Windows 2000, Windows XP, Windows Vista, Windows 7, Server 2000 Server 2003, Exchange Server 2000, 2003, Office 2003, 2007 and 2010.

STORE MANAGER:

Managed a successful Computer Repair Center for four years, which included but not limited to: Provided A+, Net+ and networking classes in store and at customer sites. Provided maintenance contracts to business which covered all PC's, cabling, servers, routers, modems, printers and other peripherals. Hired and Trained 4 employees for front counter sales and computer repair center. Evaluated employees every 90 days. Keep track of employee’s hours and time cards.

Bauder College (08/20/2002 - 12/15/2006) - INFORMATION TECHNOLOGY INSTRUCTOR

Atlanta, Georgia United States

TEACHER/INSTRUCTOR/MENTOR: Successfully Taught and Mentored over 250 Students for 4 years in the following:

" A+ Certification

" Net+ Certification

" Cisco Certification

" Help Desk/Customer Service Certification

" Designing A Secure Network Administration

" Microsoft Exchange Certification

" Microsoft Network Infrastructure Administration

" Microsoft Active Directory

" Microsoft 2000/2003 Professional

" Microsoft 2000/2003 Server

"Linux Red Hat

Successfully taught and managed up to two class a day averaging 15 students per classroom.

Wrote syllabus for all classes. Designed labs to simulate real world situations. Led a successful Saturday study group which resulted in 57% of IT students gaining various IT certifications. Started a dress for success week. Mentored young men as well as young women. Was named Instructor of the Month on several occasions by students. Took students on Field Trips to Fortune 500 companies. Provided Intern and Extern jobs for students. Had an 89% graduation rate and 80% job placement of the students taught.

LDC DIRECT (04/10/2000 - 07/11/2002) - SENIOR NETWORK ENGINEER/DESKTOP SUPPORT

SPECIALIST/NETWORK

ADMINISTRATOR

DESKTOP SUPPORT SPECIALIST:

Provided Desktop Support for over 28 local users and 100 remote users. Handled all hardware and software setups, problems and upgrades with but not limited to: PC's, Printers, Email, Internet, Phone, and voicemail. Maintained the company's Phone System.

NETWORK ADMINISTRATOR:

Oversaw the day-to-day operation of computer networks including hardware/software support, training, and special projects; plans, designs and implements data connectivity for local area network (LAN) and wide area network (WAN) systems; assisted in coordinating special projects including network related wiring plans, LAN/WAN hardware/software purchases, and system installation, backups, maintenance and problem solving; assisted in providing network and remote connectivity hardware/software support; maintained LAN user documentation including hardware/software applications, support logs and other related information; researched and recommended network and server hardware and software; assisted in installing, designing, configuring, and maintaining system hardware and software; analyzes and troubleshoots the network logs and tracks the nature and resolution of problems; monitored usage to ensure security of data and access privileges; installed, supported and maintained both physical and

virtual network servers and appliances; installed, maintained, and troubleshot the Storage Area Network (SAN);established and maintained user accounts, profiles, file sharing, access privileges and security; performed daily server tape backups; researched, analyzed, monitored, troubleshot and resolved server or data network problems.

SENIOR NETWORK ENGINEER:

Developed, maintained and implemented network support, and archiving procedures; researched and evaluated new technologies related to computer networking; assisted in planning, coordinating and consulting with vendors and clients for hardware/software purchases, product services and support; recommends and specifies the purchase of related products and services; kept current regarding new hardware/software products for system enhancements; performed scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing internet and intranet user support, and specialized training. Managed a 5 Member 24/7 support team that keep over 28 Servers running 24 hours a day. Maintained all routers, switches, channel banks and patch panels in the office. Maintained the company's Checkpoint VPN-1 (Vitural Private Network) Firewall. Maintained the company's Citrix Application Server. Managed a 150 node network, which would include servers in 4 other countries. Setup a successful Test Pilot Site in London England.

ODS NETWORKS INC., (04/12/1997 - 07/17/1999) - SYSTEMS ENGINEER/PROJECT MANAGER

Richardson, Texas United States

SALES ENGINEER/EVENT COORDINATOR/TRAINER:

Commercial and Federal Pre Sales Support of all company's hardware and software solutions

Setup all Meetings with Client Sales Representative

Provided hardware demos of our products to our clients

Customer Training and Demos on Network Management and Security Software which included: HP Open View, Infinite View, CMDS, ISS RealSecure, LanVision for HubTools, SecureDetector, SecureAuditor, Secure investigator and checkpoint

Worked all Major Trade Shows in the Southeast

SYSTEMS ENGINEER/PROJECT MANAGER:

Installation, Configuration and Upgrades of Shared and Switched Products to includes:

Cisco Routers, Fore Systems ATM Switches, Lucent Cajun Gigabit Ethernet Switch, and

HPPI Switches

Back plane and Firmware upgrades

Worked with the following topologies: Ethernet, FDDI, Token Ring, ATM, and HPPI

Troubleshot small and large Wide Area Networks and Local Area Networks using HP Open

View and InfiniteView

Provided our clients with Network Diagram Drawings designed with Microsoft Visio

Provided IP Subnet Masking to our clients to solve the issue of not having enough

IP addresses available

Provided Project Management to over 57% of our clients

TRECOM BUSINESS SYSTEMS INC. (06/15/1995 - 04/28/1996) - PROJECT IMPLEMENTATION

MANAGER

Tucker, Georgia United States

PROJECT IMPLEMENTATION MANAGER:

Assisted in the installation and configuration of HP Servers onto the BellSouth network.

Deployment and configuration of Compaq and IBM Workstations onto BellSouth network. Setup and installation of Ricoh scanners onto BellSouth P&P Network. Downloaded software from HP servers onto Compaq and IBM workstations

Troubleshot HP Servers and Wide Area Connectivity to Remote sites using HP Openview

Assisted in the training of over 500 users

Installed, configured and maintained CC:Mail and Microsoft mail

Installed and used HP Openview

Installed and used Netware's NFS

Installed and configured Netware's TCP/IP

HONEYWELL ALLIED DATA (07/16/1992 - 05/26/1995) - NETWORK/PC SUPPORT ENGINEER

Norcross, Georgia United States

NETWORK/PC SUPPORT ENGINEER:

Provided 1st and 2nd t level Network and PC support for all Honeywell Allied Data local customers

Scheduled and performed Preventive Maintenance (PM)

Assisted with proposals on new and existing contracts

Built workstations and servers for new and existing contracts

Configured and tested Local Area networks and Wide Area Networks before and after installation

Assisted in the installation of large LANS and WANS for major companies

Assisted in the design of major LANS and WANS using 3com, Wellfleet and Cisco routers

Installed and configured Bay networks Hubs (Ethernet, Token Ring, and FDDI)

Used Sniffers and LanAlyzer for windows to test network traffic and connectivity

EDUCATION:

DeVry University

Atlanta, Georgia

Georgia

Degree: BS - Major: Systems Information Technology/Project Management

DeVry Institute of Technology

Atlanta, Georgia

Degree: AAS - Major: Electronics Computer Technology

GPA: 3.2

ADDITIONAL INFORMATION:

" Novell Certified NetWare Engineer

" Synoptic Ethernet Connectivity

" Synoptic Token Ring Connectivity

" Introduction to Network Management

" Understanding SNMP

" Internetworking with Bridges and Routers (Wellfleet, 3com, Cisco, Bay networks)

" HP Unix-Ware 9.04e

" Basic Configuration of Routers (Cisco)

" Advanced Configuration of Cisco Routers

" Cisco Routers Comprehensive Hands-On

" Window NT 4.0 Workstation

" Windows NT 4.0 Server

" Windows NT Security

" ODS Networks Infinite Switch Product Line (Switching Products)

" ODS LANBLAZER (CAJUN SWITCH) Gigabit Ethernet

" ODS SecureSwitch Running ISS REALSECURE

" CMOS (Computer Misuse Detection System) CryptoCom VPN

" Sun Solaris 2.6 Installation and certification

" Cisco CCNA

" SharePoint

" A+

" Net+

" MCP

" Checkpoint

" Linux Red Hat

" All Version of Windows

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