Call Center Help Desk
Resume:
Bradley J. Rice
Phoenix, AZ 85027
Well-organized, independently coordinate and execute multiple responsibilities within
complex, detail-oriented operations.
Productive and supportive in team settings.
Excellend interpersonal communications skills.
Works toward shared goals with senior, lateral and subordinate
staff, manufacturers, vendors and a diverse customer base.
Intelligent, resourceful, punctual and dependable.
SKILL SET:
Call Center Hardware
Help Desk Software
Networking Microsoft Windows
Tech Support TCPIP
Training FTP
Ticketing Systems SQL
Customer Service Microsoft Office
Active Directory Application Manager
Unix/Linux Centrify
Hyena Nimsoft
Remedy ITSM Service Now
Secure CRT ConnectWise
PRTG Citrix/thin client
SRS+ VDI (VMWARE)
RACF Citrix Studio and Director
Cisco TMS and Webex Citrix Secure Hub
Call Center 3 years Google suite
EXPERIENCE:
10/2022-12/2023
Blue Cross Blue Shield of Arizona
Provided 3rd level phone support to support 1st and 2nd level techs.
Windows 10 and Office 365.
01/202*-**-**** Randstadt (Discover Card)
Provided 2nd level phone support (Sev 1 incidents). Provided 1st level support
(non-phone support) to all incidents submitted through Global Support desk or
Self-service tickets. 90 % of users were WFH using HP thin clients. Was
responsible for troubleshooting all Discover card financial applications as well as
connectivity issue with Thin clients, laptops and Mac’s. Supported Windows 10,
Office 365 (desktop and web apps)
07/2021-12/2021 Progilisys (Triwest Healthdcare)
Provided 1st level support to over 3000 employees. Supported
Dell thin client terminals running VMware Horizon client. Was responsible
for troubleshooting any issues with Triwest propreitary applications,
windows 7/10 and Microsoft office applications Resolved connection issues
10/2020-07/2021 Colabera (Bank of America)
Provided 1st level support to over 50,000 employees. Support for laptops
Connected via VPN and all others connected via VMWare client or Citrix,both
Windows 7 and 10. Was responsible for troubleshooting all Bank proprietary
Software as well as Microsoft Office suite.
03/2020-08/2020 Progilisys (TriWest Healthcare)
Provided 1st level support to over 3000 employees. Supported
Dell thin client terminals running VMware Horizon client. Was responsible
for troubleshooting any issues with Triwest propreitary applications,
windows 7/10 and Microsoft office applications Resolved connection issues
utilizing vmware admin view. .
08/2019-11/2019
Hiscox USA inc
Provided 1st level support to over 5000 employees world wide
using Thin client terminals, VDI/Citrix Windows 7/10
Supported all custom insurance applications and all Office
applications. Created AD/Exchange accounts and was responsible for
most AD/Exchange administration. Used Citrix director and studio to validate
VM session and connections. On occation used Vsphere to modify Vm's
05/2017-08/2019
Cognizant Technology Solutions
2512 W Dunlap Ave, Phoenix, AZ 85021
Helpdesk for client Alliance Data
Card Services
First Level Support for 8000 virtual and in office associates
Windows 7 and 10
IBM Mainframe support including password resets using RACF
Support for multiple proprieitory ADCS applications
Administer Active directory accounts
Troubleshoot hardware and escalate to approriate EUS
Used HP device manager to monitor VDI sessions remotely.
01/2016-04/2017
American Express
18850 N 56th st
Phoenix, AZ 85027
BackOffice concierge (2nd level support)
Was responsible for escalations from HelpDesk
and Concierges (Front line support)
This would include both face-to-face and virtual employees.
Responsible for all laptop support (outside of corporate warranty)
OS Windows 7 and 10
Harddrive, memory and keyboard replacments. Reimaging new laptops
and deploying to both in-house and virtual employees. Responsible for
all software troubleshooting to include Microsoft Office suite and American
Express propreitory software. Issues included any issue outside the scope of
First level support and helpdesk, to include a wide range of software issues,
Active directory account lockouts and hardware troubleshooting.
07/2015-10/2015
Cybertrails Inc.
1919 W Lone Cactus
Phoenix, AZ 85027
Frontline helpdesk support for over 100 customers. Responsible for troubleshooting/resolving
all priority 3/4 issues, using Wiki docs, online forums, Google etc. Ensuring customer's were
kept abreast of all issues. Escalated tickets using SLA guidelines
Monitored all hardware/software alerts PRTG network monitoring system. Generated tickets
when a alert fell below preset threshold. Ticket would then be created, acted upon to resolution
or escalated to tier 2
Responded to voice/email requests using ConnectWise ticketing system. Prioritizing so issues
could be handled accordingly.
Was responsible for all issues from initial call/ticket until handed off to Level 2/Engineering
team. Handled all issue in accordance with each customer's Wiki doc. Updating the Wiki on-
the-fly as processes might change.
Ran drop cables from our mezzanine area routers into data center cabinets/switches
subsequent crossover cables to other switches/cabinets. Was requested on occasion to
equipment in/out of cabinets/suites, both computer and network equipment.
Installed Microsoft windows (all versions), Office (all versions) on both desktop and laptop
Platforms.
Remotely would install various customer software in their environment, connecting via VPN,
remote control (Labtech) and RDP
Assisted in configuring outlook for both smartphone and PC's
Created/configured Active Directory user accounts and Microsoft Exchange mailboxes.
Responsible for troubleshooting customer issues related to Microsoft products as well as 3rd
party Apps. Escalating 3rd party apps to appropriate helpdesk support if required
04/2015-05/2015
HonorHealth
Scottsdale, AZ
* Monitored all Software/Hardware alerts and escalated as per Ops guides and technical documentation
* Facilitated bridge calls for escalated alerts
* Tracked new and existing incidents using ServiceNow ticketing system
* Decommissioned Datacenter hardware as necessary
* Installed new servers/racks as necessary
11/2014-2/2015
Bestwestern INC
Phoenix, AZ
* Created and modified all Active Directory/Exchange accounts for new employees and transfers
* Provided access to all Unix servers using Centrify
* Provided access to all Database users
* Processed ADHOC batch jobs using Application Manager
* Processed failed batch jobs as appropriate
* Monitored all Software/Hardware alerts and escalated as per Ops guides and technical documentation
* Facilitated bridge calls for escalated alerts
* Tracked new and existing incidents using Remedy ITSM
* Connected to Linux/Unix boxes using Putty/Secure CRT to troubleshoot diskspace, memory and cpu utilization alerts. Moved files to correct directories on Unix/Linus boxes for ADHOC processing. Connected to Unix/Linux boxes to run Oracle scripts to correct locked/damaged objects
7/2014-11/2014
CGI INC.
Phoenix, AZ
Computer Operator
* Execute daily production schedules and ad-hoc requests for various client environments utilizing CA7/11, ensuring contracte3d service levels are met.
* Monitor message consoles and automation tools for possible problems and required actions related to hardware, software and network infrastructures
* Consult Ops guides, technical documentation and client specific documentation for analysis and resolution of problems. Excalate to appropriate Operations Leads, Technical Support groups and Management
* Document and track all incidents and requests utilizing Remedy problem management systems
* Respond and follow-up in a timely manner to all customer questions and requests
* Initiate and monitor Incident Management bridges, ensuring all proper resources are engaged
* Ensure new processes are documented and participate in initiatives to increase utilization in the Data Center
* Assist in defining, documenting and implementing processes for a multi-client environment and building stronger relationships with the clients
* Connected to Linux/Unix boxes using Putty/Secure CRT to troubleshoot diskspace, memory and cpu utilization alerts.
7/2007-5/2014
Capgemini Inc.
Phoenix, AZ
Computer Operator
* Management and ownership of 1st level incident management,
escalation and restoration of service.
* Monitor SAP Production systems.
* Monitor daily backups to completion utilizing SAP and
Networker backup system.
* Run/apply R/3 transports as needed.
* Monitor ticket queue.
* Create, update and close tickets.
* Escalate issues and tickets as needed.
* Monitor systems, hosts, nodes, applications and services
utilizing What’s up gold.
* Monitor systems, hosts, nodes, applications and services
utilizing Solarwinds and Nagios.
* Monitor and inspect servers, backup libraries, disk arrays,
* UPS systems and AC units in Data Center.
* Replace disk drives as needed.
* Perform power redundancy testing for server onboarding in
the Data Center.
* Perform tape management duties and responsibilities.
* Escort vendors and clients and log all activities in Data
Center.
* Responsible for disabling and enabling the FM200 fire
suppression system and VESDA system as needed.
* Responsible for documenting all procedures and delivering
high quality reports.
* Extensive contact with internal and external clients,
customers and vendors for problem solution services,
yielding superior customer satisfaction.
* High intercommunication responsibilities with different
groups in the organization.
12/06-3/07 Hilton Grand Vacations
Las Vegas, NV
Marketing System Specialist
* Provided all Hardware/Software/Database support
for over 100 users.
* Generated leads for outbound calls.
* Supported PC's and Citrix terminals thoughout call center.
* Generated reports based SQL queries ran against Database.
* Worked directly with 3rd party vendor in support of their
Auto-dialer, Campaign manager and Transaction manager.
10/06-12/06 Mitchell Internation Inc.
San Diego, CA
Helpdesk/Tech Support
* Provided Windows/Database support ofr over 10 applications in
the automotive insurance/estimating industry.
11/05-2/06 Oakland Consulting Group (Government Contractor)
Naval Medical Center
San Diego, CA
Helpdesk/Operator
* Provided technical support to over 5000 military Members
* troubleshot connectivity issues Internet/Intranet
* Scheduled, executed and monitored daily Operations processes.
* Maintained tape library system
7/05-10/05 Time Warner Cable
San Diego, CA
Helpdesk/Customer Service
* Provided customer support to over 300,000 customers.
* Troubleshot Cable TV/High Speed Internet issues.
3/97-08/04 Teledirect International Inc.
Scottsdale, AZ
Technical Support
* Provided application support (Custom Auto-dialer software)
to over 300 customers
* Provided 1st and 2nd level Tech support for Novell and
Windows environments
* Provided 2nd level support for all escalated front line
issues
* Trained customers and helpdesk on all aspects of auto-dialer
8/94-3/97 Self-employed
2/74-08/94 United States Navy (Retired)
Computer Operator
* Multiple operating platforms
Certfications:
MCP
Contact this candidate