Mario Ryals

Lawrenceville, GA ***** • 678-***-**** • adz0zf@r.postjobfree.com

CUSTOMER SOLUTION CENTER - TECHNICIAN

Dedicated Technologist offering expertise in leveraging technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Innovative business partner, effective communicator, and problem-solving project manager known for punctuality, exceptional customer service, and a positive attitude while analyzing and resolving network hardware, software, and communications problems using diagnostic software / technical troubleshooting processes. Collaborative leader with demonstrated successes in partnering with cross-functional teams to monitor systems / networks and implement solutions based upon client needs, ensuring all hardware / software works properly.

CORE COMPETENCIES

Requirements Assessments • Troubleshooting • Quality Assurance • Risk Mitigation • Compliance • Process Improvements • Reporting • Research • Documentation • Inspections • Training • Resource Allocation

TECHNICAL PROFICIENCIES

Hardware Diagnostics • LAN / WAN • Call Center Operations • Windows Operating Systems • Microsoft Office Suite •

Enterprise Technology • Troubleshooting • Maintenance • Server / System Administration • VMware / Linux / Hpux • SLAs • Inventory Management • Hewlett Packard Enterprise Integrity • ProLiant • Apollo Servers • Direct Attached Storage Network Administration • Device Support • Security • Redundancy Strategies

CERTIFICATIONS

ITIL v3

Microsoft Certified Professional (MCP)

PROFESSIONAL EXPERIENCE

ALLIED DIGITAL CORPORATION 01/2022 - Present

Deskside Technician – End User Computing

Provide support for desktop computer operating systems Microsoft, MacOS, linux, IOS

Expertly installing,configuring, monitoring and troubleshooting Pc’s and related Hardware on all OS platforms

Manage and maintain Apple equipment IPhone, Ipad, MacBook software and hardware

Deliver support both at the Help Desk and across campus and respond to departmental technical emergencies in order to minimize data loss,

Test software images evaluate software and develop written technical instructions and documentation

Assist Help Desk Manager in supervision, training, and mentorship of student employees, with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution

Maintain confidentiality and discretion when working with passworded or sensitive materials

HEWLETT PACKARD ENTERPRISE, Alpharetta, GA 02/2011 - 11/2021

Customer Solution Center – Technician

Completed verification and validation inspection to comply with service level agreements (SLAs).

Applied system updates to reduce impact to efficiency and equipment.

Juggled multiple projects and tasks to ensure high quality and timely delivery.

Demonstrated self-reliance by meeting and exceeding workflow needs.

Provided excellent service and attention to customers when face-to-face or through phone conversations.

Improved operations by working with team members and customers to find workable solutions.

Exceeded customer satisfaction by finding creative solutions to problems.

Collaborated with development team to create and integrate high availability solutions for mission-critical applications.

Maintained security, backup, and redundancy strategies to reduce threat of losing sensitive information permanently.

MILITARY EXPERIENCE

USAF, Macon, GA HONORABLE DISCHARGE

Technical Sergeant

Conducted training on the safe and effective use of various weapons.

Observed equipment during simulations / testing / exercises to identify / correct systems malfunctions / operator error.

Controlled munitions inventory storage and distribution.

Oversaw maintenance and repairs of weapons, control equipment, and radar.

Enforced protocols, procedures, and regulations when overseeing electromagnetic radiation, x-rays, and high voltage.

Orchestrated development and testing of new weapons and equipment.

Partnered with diverse groups to accomplish goals and address issues related to the products and services.

Allocated personnel and resources needed to support mission objectives.

EDUCATION

Information Technology Coursework

Gwinnett Technical College, Lawrenceville, GA

Completed courses

CISCO

- CCNT 1 & 2

MICROSOFT

- Windows

- Server

- Datacenter Technician

Contact this candidate