Help Desk Business Operations

Summary of Experience and Qualifications

Over ** years of experience as an IT professional, Ralph has experience in networking, infrastructure, PC technician, and knowledge writer. Ralph serves as a Senior Solutions Specialist in the Core Business Operations practice of Deloitte Consulting LLP. Ralph is a professional with strong technical, communication, and financial skills, and has previously supported a Level 2 help desk before joining Deloitte. Ralph is experienced in initial assessment, triage, research, and resolution of incidents and requests related to the use of application software products and/or infrastructure components. Ralph has excellent analytic skills, PC software trainer, help desk support, Jr. Finance analyst, on-boarding – off-boarding, customer service management experience, and has strong MS Office skills. Ralph has Appian analyst training and has worked in Appian for over 4 years. Ralph has an active Top-Secret (T5), and (T1) clearance.

Deloitte Experience

Industry: Government and Public Services: Technology

Service Line: Core Business Operations

Sr. Solution Specialist; 4 years 4 months. Deloitte: 01/2021 – Present

FDA Center for Drug Evaluation and Research (CDER). January 4th, 2021 – Present.

Serving as a client-facing primary user interface for CDER Nexus (Appian) users, providing access to CDER’s strategic capabilities, knowledge writing, and support tools via the Appian environment. Ralph troubleshoots Appian issues for users working in Active Directory, SailPoint, Webtop (Document Archiving), Word, Excel, PowerPoint, Jira, and ServiceNow.

Industry: Government and Public Services: Technology

Service Line: Core Business Operations

Sr. Solution Specialist; 4 months. Deloitte: 08/2020 – 12/2020

USDA FNS. From August 24th – Dec 24th Ralph worked with the Architectural team developing presentation material for FNS STARS, and ALERT systems for work on developing presentation material for FNS STARS, and ALERT systems for work on developing needs to modernize services to the cloud for a proof of concept contract.

Industry: Government and Public Services: Technology

Service Line: Core Business Operations

Sr. Solution Specialist; 1 year. Deloitte: 08/2019 – 09/2020

Transportation Security Administration (TSA). Jr. Finance Analyst. Ralph maintained a financial tracker in Excel for the team to track Deloitte labor, contract labor, and expenses for the project. Ralph supplied burdening procedures, Sub Accruals, documentation, Funding reports, PP&B reporting, and updating the general ledger with actuals. Forecasting and snapshots from CP3 using Excel to deliver reports to leadership on a scheduled basis and as requested.

Industry: Government and Public Services: Technology

Service Line: Core Business Operations

Sr. Solution Specialist; 1 year. Deloitte: 05/2019 – 06/2019

Ralph supported on-boarding and off-boarding for the NAVFAC, Navy Repo team project for two weeks as a backup role from 5/29/2019 – 6/20/2019.

Industry: Government and Public Services: Technology

Service Line: Core Business Operations

Sr. Solution Specialist; 1 year. Deloitte: 08/2017 – 08/2019

Ralph has worked with Facebook, Salesforce, and PayPal, helping to supply contractors from suppliers for technical roles with client projects. Ralph maintained an Excel resource tracker for the team, vetting and tracking candidates for the Facebook and PayPal teams. This data was submitted to leadership through status reports weekly. Ralph reviewed resumes and candidates via Hire-Vue videos for communication qualifications for specific roles, and helped schedule technical and client interviews. This data was then delivered to leadership as status reports.

Industry: Government and Public Services: Technology

Service Line: Core Business Operations

Sr. Solution Specialist; 1 year. Deloitte: 04/2017 – 07/2017

Ralph is with the PMO team. He is experienced with TDD migration in Jama and running queries in SQL. Ralph has the skills to update Status Reports using JIRA exports from Excel spreadsheets, and post them into PowerPoint and SharePoint for management, extracting to Burn down, Burn up and velocity charts. Ralph also helped coordinate updates to the USDC AMS Monthly Capability Delivery Center monthly call document located in SharePoint. Ralph sends reminders and offers help to others.

Previous Experience

Ernst & Young LLP, Orlando, FL 2002 - 2014

Industry: Audit

Other Industry: Application Management Services (AMS)

Role: Site Lead, 12 years

Onsite Support/Help Desk

Technical Support Site Lead for Orlando, Jacksonville, and Tallahassee offices.

Role: Performed technical support for approximately 200 applications and services, including Firmware, Assurance and Advisory, Tax, Q&RM, and IT. Performed various assignments related to Server/workstation installations, PC diagnostics, and configurations at multiple customer locations. Set up infrastructure (servers, routers, switches, printers) for offices. Managed a national rollout of laptop computers by loading applications and troubleshooting network connections and functionality. Developed end-user training on packaged and customized applications. Provided all help desk support (hardware and software) that resulted in a reduction of support calls and administrative work by 40%. Tracked service calls on a help desk queue system using ServiceNow. Maintained 3 offices, Orlando, Jacksonville, and Tallahassee, from office moves to onsite support of PC’s, severs, switches, routers, power backup units, and service contracts for facilities.

Arthur Anderson LLP, Miami, FL 1997 - 2002

Industry: Audit

Other Industry: Application Management Services (AMS)

Role: Network Administrator/Help Desk, 5 years

Technical Support Site Lead for Miami, Fort Lauderdale, and West Palm Beach offices.

Role: Managed and upgraded servers, routers, Cisco switches, and networked printers for both in-house and two satellite offices. Implemented backup strategies and supported our help desk (for 480 people). Monitored adherence to service level agreements of the IT departments for appropriateness and consistency and recommended changes when necessary.

System Experience

Software/Products: Microsoft Office Suite 2007- 2016 (support lead), Adobe, Appian, Iron Mountain Connected Backup, Easy Link Mobile Fax, CRM/InterAction, Good Mobile Messaging, Lync, Skype, Lotus Notes, Outlook/Exchange, PDF Exchange, Pointsec, SCCM, SecurID, SharePoint, Symantec Endpoint Protection

Hardware/Operating Systems: Windows NT Server, DOS, Windows 11, 10, 8, 7, XP, ME, 98, 95, 3.1, Novel 3.11, 4.11, 5.0 and version 5.1, Cat 5,and 6, and Token Ring.

Middleware/Databases: Webtop

General Tools: Excel, Word, PowerPoint, Project, SharePoint, Cloud Workbench, Active Directory, SailPoint, Webtop (document storage), ChatGPT

Ticketing Systems: ServiceNow, JIRA, Remedy

Education: Miami Lakes Technical College – Electronics Technology

Professional Affiliations/Certifications: CompTIA A+, CompTIA Security+

Training: Active Directory, Agile, Appian, SharePoint, CRM, MS Project, Security+, A+, CySA+, Novel, TCP/IP, Excel, PowerPoint, Foundational Cloud Strategies, ChatGPT

Internal References:

Firdaus Khalil, Chicago, +1-847-***-**** *********@********.***

Eric Doe, USDC Orlando, +1-321-***-**** ****@********.***

David Pierce, US-Arlington, +1-571-***-**** *******@********.***

Richard Vega US-Rosslyn Delivery, +1-571-***-**** ******@********.***

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