Technical Support Customer Service

JOHN M. RITTERSON

Waxhaw, NC 704-***-**** *************@*****.*** www.LinkedIn.com/in/johnritterson SYSTEM ADMINISTRATOR

Client-driven and results-oriented professional with extensive experience in managing the network and server infrastructure of a company. Excel at ensuring the security of a company’s computer systems and electronic data, developing and implementing customized systems, and overseeing all computer-related activities. Highly adept at supervising and training technical support teams to peak performance, including tracking performance and ensuring a high level of customer service. Extremely capable of monitoring a company’s networks for security breaches and investigate when one occurs. Proven track record of utilizing and maintaining software, hardware, including firewalls and data encryption programs to protect sensitive information and checking for vulnerabilities in computer and network systems. CORE COMPETENCIES

IT Operations Management Problem Resolution Troubleshooting Strategic Planning Team Leadership Relationship Management Financial Operations Communication Collaboration Process Improvement Cost Containment Staff Supervision & Training Migrations Project Management Help Desk Technical Support Customer Service & Satisfaction Security Installations & Configurations Disaster Recovery Cloud SaaS PROFESSIONAL EXPERIENCE

ABC Spirits – Indian Trail, NC 2022 – 4/25

Key Holder

Recruited to engage in sales with retail and mixed beverage customers. Supervise a team of 3-4 night shift sales associates. Key Accomplishments:

• Fortified financial operations by correctly reconciling employee sales receipts and preparing bank deposits.

• Boosted inventory management by stocking shelves, including front bottles on shelves.

• Responsible for opening or closing store and liquor sales on a daily basis. Hankin & Pack, PLLC – Charlotte, NC 2021 – 2022

IT Manager

Hired to oversee all internal and external network infrastructure for this company. Supervised 1 direct report, 145 employees, IT infrastructure, conference rooms, and 2 offices.

Key Accomplishments:

• Overhauled internal network security via development and implementation of new policies, procedures, and staff training.

• Realized $100K+ in cost reductions through implementation of newer technology and enhancing workflows and end-user experience.

Self-Employed – Waxhaw, NC 2018 – Present

Residential & Commercial Broker

Serve as a residential and commercial real estate sales broker in NC and SC. Key Accomplishments:

• Captured clients through cold calls, door knocking, networking events, and other marketing strategies.

• Ensured compliance to NC and SC real estate laws by effectively negotiating pricing, terms, and conditions. Ricoh Americas Corporation – Malvern, PA 2013 – 2017 Product Owner [2016-2017]

Promoted to focus on solution launch and development process (SDLP), including taking new cloud solutions and services from the development process to launching solutions in this company’s multiple sales verticals. Key Accomplishments:

• Accountable for all sales and marketing materials, including brochures and presentations.

• Improved staff development and performance by training sales reps and marketing and support personnel on Cloud and Saas solutions.

John M. Ritterson Page 2

Senior Solutions Consultant – Cloud Strategy [2013-2016] Provided pre- and post-sales technical support for this company’s cloud-based SaaS technologies specializing in mobile print and collaboration initiatives for Fortune 100 companies and universities. Key Accomplishments:

• Enhanced staff development and performance by training sales, engineers, and design teams on current cloud and enterprise-based solutions.

• Coordinated and posted mobile apps, including MDM in Apple iTunes and Google Play stores.

• Created statement of work (SOW) and network design for implementation team.

• Assured successful adoption, including training materials, documentation, and presentations by designing, implementing, and supporting mobile workflows in client environment.

Showcased cloud-based solutions at trade shows.

Computer Troubleshooters – Glassboro, NJ 2012 – 2013 IT Services Manager

Tasked with monitoring, managing, and administering client’s network and infrastructure, including virtualization of servers. Supervised 1 direct report.

Key Accomplishments:

• Bolstered efficiency by migrating client’s on-prem email to hosted Exchange and Office 365. Earlier employment history includes tenure as a Project Manager with Scantek, Inc., a Vice President of Technology & Solutions and Director of Information Technology and Solutions with Stewart Business Systems (SBS), a Xerox Company. CERTIFICATIONS

Completed CISSP Class & Studying for Certification Microsoft Security Operations Analyst CompTIA Security + Microsoft Certified Azure Fundamentals Cisco Certified Network Associate (CCNA) Microsoft Certified Technology Specialist (MCTS) – Windows 7, Windows 2008 Network Infrastructure, Windows 2008 Active Directory & Windows 2008 Server Administrator Microsoft Information Technology Professional (MCITP) – Server 2008 Administrator Microsoft Certified System Engineer

(MCSE-NT 4.0) Microsoft Certified Professional (MCP) Image Management Certification (IMC) Microsoft Certified Solutions Associate (MCSA)

TECHNICAL PROFICIENCIES

SentinelOne CrowdStrike SCCM Software MS SQL Sybase MS Access HP Web JetAdmin LRS Output Management PrinterLogic PaperCut Equitrac WebEx GoToMeeting Join.me & Skype for Business Zoom MS Teams Office 365 Syncplicity Citrix PrinterOn Enterprise HotSpot Enterprise Print Cloud FM Audit MS Office, Azure, Visio & Project SharePoint Mavenlink Slack Trello Mac SCO Unix VM Ware ESXI Server & Workstation MS Hyper V Amazon Web Services (AWS) Microsoft Exchange & Outlook HTTPS FTP/SSL SFTP EDI XML

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