Customer Service Information Technology

RICK JONES

*** * ******, *** * Mesa, AZ ****** 602-***-**** ********@***.***

INFORMATION TECHNOLOGY PROFESSIONAL

Innovative, driven information technology professional with 20+ years of experience in all aspects of superior customer service, network administration, and desktop support Proven track record of completing projects ahead of schedule and under budget to achieve successful outcomes. Ability to meet critical demands in a fast-paced environment, communicates effectively with various departments, and performs technical responsibilities to support business operations. Outstanding technical specialist distinguished for excellent customer service and desktop problem resolution abilities. Demonstrated skills to enhance productivity of the results-driven IT support team and drive organizational performance.

AREAS OF EXPERTISE

Hardware Troubleshooting & Replacement ● Desktop Support ● Office Operations ● Troubleshooting ● Customer Service ● Windows 7 & 10 Image Creation & Deployment ● Mac Computers ● Operating Systems ● O/S, Software, & Hardware Updates ● Business Continuity ● Security ● PDA & GPS Programs ● Effective Communications ● Process Implementation ● Technical Documents ● Research & Analysis ●ITIL

SKILLS

Windows 11, 10, 7, XP, 2000, NT; Server 2012, 2008, 2003, 2000; DNS; TCP/IP; Mitel & Cisco Phone Systems; PC Networking; Active Directory; Customer De-escalation; PC Hardware (Particularly Dell & Lenovo) Diagnostics & Replacement; Office 365; Inventory; Gather Requirements & Provision IT Equipment; SCCM, MS InTune, Mainframe Information Security

PROFESSIONAL EXPERIENCE

HPe via Tekishub, Chandler, AZ

Data Center Technician Sept 2024 – Present

Cabling servers to switches to backbone to Firewalls. Investigating, Troubleshooting and Fixing ports that on down on endpoints and switches. Updaying tickets in ServiceNow and responding to parties involved via OutLook, MS Teams, and Slack.

Sunrise Systems Phoenx, AZ (contracting with ZT Systems)

Data Center Technician Feb 2024 – July 2024

Break/Fix servers used for AI in a Data Center. Used established troubleshooting methods to determine root cause along with tests run on servers. Replaced any and all components found to be faulty, updated firmware as needed.

Western Alliance Bank Phoenix, AZ

Sr. Desktop Support Specialist Jan 2022 – Dec 2023

Used Absolute to create software lists for individual computers. Built, scheduled, and deployed replacement and

new computers, Leading PC refresh project to remove all unencrypted computers from enterprise. Worked day to

day hardware and software issues that the HelpDesk could not resolve. Checked in to Teams chat regularly to

assist other Desktop Support staff with issues they could not resolve. Prepared computers for new staff, setup all

equipment on assigned desks. Responsible for updating MS O/S, Browser, and Apps, as well as Chrome Browser

from weekly updated list. Traveled to multiple sites as needed to resolve computer related issues, replace

hardware, and setup new employees.

Sky Harbor International Airport Phoenix, AZ

Desktop Field Support Analyst/Lead June 2021 – Dec 2021

Diagnose/troubleshoot and repair computers' hardware and software in airport terminals at gates, ticket counters, and kiosks. Troubleshoot, repair, and/or replace boarding pass, baggage tag, and laser printers; hardware and software. Troubleshoot and repair all issues with voice paging systems at gates. Re-image computers as needed. Open, update, and triage tickets in Sales Force Remedy Force system. Supported Airline proprietary apps and standard MS, Adobe, and other common applications.

Phoenix VA Hospital Phoenix, AZ

IT Support Specialist/Lead Oct 2020 – April 2021

Imaged Desktop and Laptop computers and completed post image processing. Replaced computer hardware throughout the facility and setup new user profiles, installed business apps and tested. Used ticketing system (SNOW), attended to computer issues (hardware and software) resolving asap. Verified and modified user accounts in Active Directory and other business apps. Participated in multiple weekly meetings to improve processes & procedures throughout all VA hospitals and discuss enterprise-wide issues and resolutions.

Tolleson High School District via Kelly IT Services

Computer Analyst July 2020 – September 2020

Prepared laptop computers to be imaged, installed new O/S image, then used MS InTune to install all applications. Installed apps manually that failed via InTune. Performed complete hardware and software check on each computer (QC). Assisted all staff and students with any login, application, hardware, or other PC related issues.

Mobile Mini, Phoenix

IT Service Desk Supervisor April 2015 – March 2019

Provisioned and supported Cisco & Polycom IP Phones as well as Droid and iPhone cell phones. Provisioned and supported Dell and Lenovo desktop PCs, laptop PCs, and MS Surface Pro tablets (Windows 7 & 10), Mac hardware and software at corporate office and branches throughout the US. Deployed Windows Images and applications via MS SCCM. Migrated PCs from Windows 7 to Windows 10. Triaged and/or worked all issues that were reported using online ticket system. Worked with and assisted my team members to meet all SLAs for Computer and Phone support issues and requests. Interviewed new candidates as needed, disciplined team members when necessary. Worked with business community to create solutions for complex issues and new technology development. Specified components for new computer models (annually), ordered, imaged, and kept inventory of all computers and peripherals.

AV CONCEPTS, Tempe, AZ

Technical Support Specialist, 2010 – April 2015

Provided day-to-day Dell and Lenovo laptop and desktop hardware and software duties (Microsoft Windows XP, 7, and 8.1 environments) for office employees and remote users. Provisioned PCs. Support Office 365. Maintained Mitel phone system. Maintain Active Directory and Windows 2003 & 2008 Servers. Responsible for ensuring all business systems are operational and properly functioning. Maintained IT hardware and software inventory and licensing, daily backups, and tape libraries.

Key Accomplishments:

•Developed innovative solutions to meet business requirements while remaining within budget

•Created and maintained Windows 7 images and rolled out (staged) Windows 7 with new hardware

•Refurbished and rebuilt existing hardware as needed to allow for business continuity

•Upgraded all Windows computers from Windows XP to Windows 7

TEAM JOYNER USA, Tempe, AZ

IT Manager, 2008 – 2010

Managed the IT-related staff that fulfilled database administrator responsibilities and provided all desktop analyst duties throughout the company. Maintained Active Directory. Gathered requirements, and provisioned computers as business needs changed, documented and indexed solutions for PC and server issues, and researched and recommended options for IT hardware and software purchases. Learned and wrote Crystal Reports and proposed, planned, purchased, distributed, and supported personnel PDAs.

Key Accomplishments:

•Expanded the LAN to WAN as new business locations opened

•Established and maintained vendor relationships to support the technology aspects of the business

•Designed, planned, and implemented improvements and upgrades, replacements, and additions to computers, software, and the network

•Oversaw the vehicle GPS program for company trucks including selection, purchase, installation, and electronic tracking

STATE OF ARIZONA DEPARTMENT OF ECONOMIC SECURITY, Phoenix, AZ

Desktop Administrator, 2007 – 2008

Oversaw network administration that included troubleshooting, software and hardware updates, and project management and implementation. Created and updated images for all PCs in inventory and

deployed new PC hardware provided exceptional customer service, and meticulously documented procedures and enforced policies.

Key Accomplishments:

•Initiated and documented project plans and developed PC hardware deployment schedules

•Resolved complex PC and network issues, server backups, file restoration, and PDA issues

•Maintained Active Directory

ALBERTSONS, INC.

Desktop Analyst, Scottsdale 1999 – 2007

Diagnosed and resolved desktop problems for 400+ users in the corporate office and users in smaller remote offices in Arizona and New Mexico. Gathered business requirements and provisioned IT equipment. Directed production print operation and desktop support staff with responsibilities including periodic reviews, assigning tasks and projects, hiring, and department reorganization. Managed all network cabling in the building and assisted with routers, switches, and CSU. Installed all Mac and PC hardware, software, peripherals, network/server racks, servers, and network equipment. Responsible for Windows servers including updates to the operating system and the creation, maintenance, and deletion of user accounts and groups using Novell Netware and Windows Active Directory.

Key Accomplishments:

•Researched, tested, and recommended PC hardware to be purchased to support office operations

•Examined and documented PC and network issues and developed standard procedures for desktop support staff

•Proactively resolved FileNet and remote connection problems throughout the corporation

•Built and fostered vendor relationships to facilitate smooth day-to-day business

Desktop Analyst, Glendale 1996 – 1999

Supported and administered 700-user LAN including creating, maintaining, and deleting NDS objects and file system administration. Accountable for installation, problem resolution, operating system and application, delivery, and updates for the desktop and laptop PCs in the corporate office. Maintained, upgraded, and monitored Netware, MS Windows, and UNIX servers. Provided setup and maintenance of labs for software testing and evaluating hardware and software and managed all PC and network operations of FileNet imaging administration and maintenance. Maintained Active Directory.

Technical Analyst, Glendale 1994 – 1996

Served as the information security administrator for PeopleSoft and mainframes apps- RACF, Millennium, and MSA. Also oversaw Infopac and email administration, dumb terminal support, and related IBM controller support.

EDUCATION

•University of Akron, Akron, OH, Associates of Science, Mechanical Engineering

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

•Certified Novell Netware Administrator & Novell Advanced C.N.A

•Certified Microsoft Professional

•CompTIA A+

•Microsoft Network+

•Fundamentals of Successful Project Management

•Frontline Leadership Series I & Frontline Leadership II

•Albertsons Management Mentoring Program

•Technical Training: FileNet, PeopleSoft, PeopleTools, Novell Network Administration, Microsoft Windows Desktop Administration and Support, Microsoft Windows Server 2003 & 2008 Administration and Support, Microsoft Networking Essentials

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