Security+ UF Cybersecurity Program Grad, A.Networking Security Manage
Resume:
RICHARD DAVID REEVES
****************@*****.***
Dedicated and detail-oriented Tech Support Analyst with 15 years of experience in troubleshooting and resolving technical issues. Proficient in a variety of IT support tools and methodologies, with hands-on experience in network security, vulnerability assessment, including access control management. Recognized for exceptional problem-solving skills and a commitment to providing outstanding customer service. Proven ability to communicate complex technical concepts clearly, contributing to improved user satisfaction and reduced resolution times. Strong collaborator with a track record of successfully managing multiple priorities in fast-paced environments.
SKILLS
● TCP/IP and IIS
● Port to Patch panel
experience
● All Internal PC Components
● Impact/Inkjet/ Printers (all
makes)
● Networking Devices
● Telephony Systems
● Configuring and
Implementing Firewalls and
IDSs
● Cisco (configuring Routers
and Switches
● Cisco CM and Cisco VM
● Cisco Cameras
● SCCM
● SharePoint
● Microsoft Windows Server
Environment
● Windows
10/8/7/XP/2000/NT
● Linux/Unix
● Active Directory (Extensive
and Repetitive Experience)
● Exchange Server Experience
with Office 365
administration
● Microsoft Office Suite
● Citrix Console/Desktop
● Smart Draw
● Macromedia 8
● GE Centricity
WORK EXPERIENCE
Shands Hospital at University of Florida Health (Futura) 2022-Current
Field Service Technician
● Responsible for installing, maintaining, repairing, and troubleshooting equipment/software including diagnostics, preventative maintenance; requiring strong technical knowledge, problem-solving skills, and ability to work independently or as a team
● Responds to user requests via ticketing system
● Deployment of new facilities (computers, monitors, IP phones, medical equipment)
● Refresh of computers and IP phones, installing and configuring new hardware while minimizing disruptions to business operations
● Installing and configuring Endpoint Security
● Maintaining and managing the stock of equipment and replacements parts Veteran’s Hospital
System Administrator Jan 2021 - May 2022
● Performs installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers
● Diagnose and resolve customer related hardware/software issues utilizing the Service Now tool
● Track and document all system changes, problems, issues, and work tasks within Service Now
● Provisioning of newly procured endpoints to include desktops, laptops, printers, and mobile devices
● Perform imaging, desktop support, adds/moves and changes
● Install OS Patch installation/patch removal (if applicable), OS upgrades and Commercially Available Off-the-Shelf (COTS) software
● Provide user management account support where Elevated Privileges (EP) may be required
● Perform software application installation and configuration based on change order instructions
● Utilize log data and system administration tools to diagnose system hardware and software problems, repair, and re-configure or replace defective system components as indicated
● Perform system monitoring and analysis on assigned systems to discover risks and inadequacies, and provide recommendations on the need for expansion, enhancement, or revision
● Utilize Microsoft System Center Operations Manager (SCOM) and SCOM tools to troubleshoot performance issues and deploy software packages, to include Scripting, McAfee and other VA standard tools
● Performs inventory functions to include managing pagers and turn-ins including performing media sanitization, disposal and/or turn in of equipment
● Ability to troubleshoot problems and issues identified by customers and implement corrective actions
● Perform routine audits of systems and software to determine utilization and adequacy for demand, and compliance with current hardware and software site license regulations and requirements
● Performs general maintenance activities, printer deployment/repair, software installations, EHRM prep and equipment refreshes. May include occasionally pulling old cables from server room as needed
● Perform asset management to include asset inventory, audit and tracking, asset administration and reporting, integrated IT asset portfolio, and history and forecasting, automating the asset management process as necessary
IT Support Specialist 2017- 2021
North Florida Women's Care
● Provides direct, technical support, troubleshooting and problem resolution for servers (Server 2008-2016), network(switching and firewall), PCs (laptops, desktops, and remote access), printers, software applications, mobile devices and VOIP telephones
● Support for daily use office applications - including GE Centricity PM/EMR
● Support Office 365 (Add, Remove Users, as well as usage and troubleshooting
● Support (Add, Remove, Change) RingCentral hosted VOIP phone system
● Support for PCs, printers (local and network), scanners, mobile devices - including telephones (IOS and Android), for local and remote access users
● This may include the installation / configuration of new PCs/Laptops, with occasional hardware add-ons, maintenance and/or repair of PC/Laptop, as needed
● Support Add/Change/Moves in Active Directory
● Support networking/ switching environment
● Aid on various IT projects as necessary
● Previous projects included: Migration from in house Exchange to Office 365, and Implementing Hosted VOIP
● Upcoming projects include: Migrating to a new EMR, Server upgrades/migrations from 2008 - 2012, 2016, and/or 2019 as needed, and Windows 7 to 10 migration
● Software/hardware maintenance, testing, implementation and/or training as needed - this may require work to be done during non-standard hours
Grand Strand Regional Medical Center 2015 -2017
HCA Information Technology & Services
Technical Support Analyst
● Serves as first-level contact for employee support functions leveraging, phone, email, ticketing system
● Mentors, trains, and supports technical analysts
● Knowledge in virtualization technologies
● Develop and maintain processes that optimize Active Directory performance
● Exchange management activities, Office 365 administration
● Leads projects with management, business users, IT staff, and external users to efficiently configure conversions
● Executes test procedures to ensure configurations are correct pre-go-live
● Analyzes and provides hands-on
● to remote for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed
● Performs preventative maintenance
● Performs facility-based moves, adds, and changes as needed
● Reports findings, root cause analysis, action plans for remediation to leadership
● Knowledge of managing an OSD image for large corporate environments including unattended/silent installs of Window operating systems and workstation software
● Extensive Knowledge and experience in the implementation, administration, reporting, and configuration within the SCCM Enterprise environment
● Experience installing, maintaining, and supporting 3rd party applications
● Responsible for making sure that all Pyxis Medstation (automated medication dispensing system) upgrade within all departments went as planned.
Southeast Regional Service Desk 2010 - 2015
HCA Information Technology & Services
Service Desk Analyst
● Excels in the sensitive method of working with physicians Installing/Supporting applications and process of obtaining access to applications
● Addresses and resolves basic to advance incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
● Process Flow/Call-Tracking via Calabrio and Remedy,
● Creates a positive customer support experience and builds strong relationships through understanding, ensuring timely resolution or escalation, communicating on progress, and handling customers with a professional attitude
● Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
● Maintains and protects confidentiality with regard to all aspects of patient care and employee information
● Mastery of Windows operating systems; thorough understanding of advanced network concepts, application interoperability, AD architecture, group policies, and Windows security.
● Demonstrated ability to learn customer support processes and techniques
● Strong analytical skills. Ability to solve problems
● Competency in MS Office Suite
● Strong understanding of HCA security-related procedures
● Prior experience supporting customers in use of application software
● Responsible for project organization and documentation
● Enjoys working with employees and physicians
Service Plus Office Machines 2008- 2010
Printer/Network Technician
● Setting up and configuring Canon iR 1023 to iR 105 network and standalone printers by way of ISP’s SMTP and DNS servers manually or RUI using DHCP
● Installation included but not limited to running RJ -11, RJ-45 cables, switches and routers, shared drivers, all types of boards and memory, reformatting HD, flashing HD with updated system software
● Maintained, repaired, and troubleshoot all desktop printers in the field and was responsible for all shop machines diagnosing repairing and warranties
● Troubleshooting problems with clients in the field or over the phone Scott's Fertilizers Inc. 2006- 2008
Desktop Support
● Setting up and configuring initial LAN network, wireless network and WAP's
● Responsible for maintaining good hygiene of entire network
● Troubleshooting and system issues reported by customer
● RJ-45 installation, routing to network closet troubleshooting
● Active Directory password resets, permissions, and groups
● Formatting HD (desktop/laptop)
● Troubleshooting/Assisting professionally at all times Hart Lawn Care 2007 - 2008
Crew Leader
● Supervising team of 4 crew members for mowing, trimming, and fertilizing
● Responsible for all customer interface on the job
● Administering and managing chemical applications for treatment of lawns Florida State Archives of FloridaTallahassee, FL 2003- 2006 Records Manager
● Interacted with other state agency officials on behalf of Records Dept for vault access
● Fulfilled request via customers for duplicating/pulling of microfilm
● Answered 75-line switchboard of incoming calls
● Alphanumerically and electronically logged all incoming and out
● Managed all records/microfilm deliveries via shipment trucking fleet
● Scheduled mass disposals based on State's retention schedule
● Managed, logged and disposal with 100% accuracy
EDUCATION
University of Florida (2023-2025)
Cybersecurity Certificate
Cybersecurity training program by industry leaders. Advanced skills through hands-on labs and projects. Keiser University (2005-2007)
Associate of Science Degree: Computer Networking and Security Management CERTIFICATIONS
● ComTIA Secutity+
● Canon Technology Networking Essentials
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