Customer Service Help Desk

David Richey

Wilmington, NC • ***********@******.** • 805-***-****

OBJECTIVE

Seeking an IT Help Desk / Support role where I can apply hands-on experience in Linux, networking, and systematic troubleshooting while learning enterprise systems administration and pursuing industry certifications in a professional IT environment.

PROFESSIONAL SUMMARY

Technical troubleshooter with 10+ years Linux experience and extensive hands-on problem-solving across complex systems. Self-taught in cloud infrastructure, networking, and virtualization through personal projects and home lab development. Strong customer service background with proven ability to explain technical concepts clearly. Known for systematic methodology and persistence when standard solutions fail. Seeking to transition technical skills into professional IT environment. TECHNICAL COMPETENCIES

Operating Systems: Linux (Debian, Ubuntu, Raspbian, Amazon Linux), CLI, shell scripting; Windows (10/11), macOS; Windows Server basics.

Cloud & Infrastructure: AWS EC2 deployment, Docker (compose stacks, containers, networking), Proxmox, VirtualBox, VMware, cloud cost optimization. Networking & Security: TCP/IP, DNS management, VPN (Tailscale, OpenVPN), router firmware

(ASUS Merlin, DD-WRT), Pi-hole, Cloudflare DNS, VLANs. Hardware & Electronics: PC builds, server maintenance, circuit board repair, PCB design/etching, printers, peripherals, network cabling, component-level troubleshooting. Applications & Services: Nextcloud, media servers, monitoring dashboards (Grafana), Immich, Heimdall, Frigate, Vaultwarden, reverse proxies (Caddy). Support & Documentation: Customer service, technical troubleshooting, SOP creation, remote support tools, incident documentation, training development. Enterprise Systems: Amazon EzRme warehouse systems, BMS integration, CMMS platforms, basic Office 365 and Active Directory concepts.

Automation & IoT: Arduino sensor networks, Raspberry Pi clusters, MQTT, Node-RED dashboards, industrial controls, addressable LED systems. TECHNICAL PROJECTS & INFRASTRUCTURE

Multi-Platform Cloud Infrastructure: Built and maintained servers across AWS (EC2), Linode, and Azure; optimized costs and performance; implemented Tailscale mesh networking with exit nodes for secure remote access.

Comprehensive Home Lab: Linux servers running Docker containers (Nextcloud, Immich, Heimdall, Frigate, MediaMTX, Grafana, Vaultwarden); network security with Pi-hole DNS filtering and SSL automation.

Network Infrastructure & Security: Deployed Cloudflare domain management, customized router firmware, implemented VPN solutions and network monitoring systems. Custom Electronics Development: PCB design, copper etching, component-level troubleshooting; board-level repair of computers, servers, and instrumentation. Enterprise System Troubleshooting: Reprogrammed Linux-based warehouse automation

(Amazon stow-by-light system); created documentation reducing MTTR by 35%. PROFESSIONAL EXPERIENCE

Industrial Maintenance Technician - Aerotek / Elite Spice, Jessup, MD 2024 Maintained automated production equipment in continuous manufacturing environment with rapid troubleshooting and problem resolution.

Created documentation and compliance procedures in regulated food processing facility. Collaborated with technical teams on system optimization and preventive maintenance programs.

Maintenance Manager - Charles County Detention Center, La Plata, MD 2022-2024 Supervised technical team improving operational efficiency by 25% through systematic approaches and process optimization.

Implemented CMMS work order systems and vendor coordination; maintained critical infrastructure with 98% uptime.

Developed training programs reducing onboarding time by 40%; created clear documentation and procedures.

Reliability & Maintenance Engineer - Daifuku ELS / Amazon, Upper Marlboro, MD 2020-2022 Maintained Linux-based control systems in 24/7 distribution center operations; collaborated with IT and controls teams.

Reprogrammed addressable LED sensor systems beyond component replacement; created SOPs improving team productivity by 35%.

Provided technical support for complex equipment issues with systematic troubleshooting methodology.

Field Service Technician - Godwin Pumps of America, Upper Marlboro, MD 1996-2003 Provided 24/7 technical support across 6 states with 95% on-time service delivery and customer satisfaction.

Customer relationship management and technical education; created documentation reducing repeat service calls.

Emergency response coordination for critical infrastructure failures; maintained high-pressure service environments.

KEY VALUE PROPOSITIONS FOR IT SUPPORT

Systematic Troubleshooting: 25+ years developing methodical problem-solving approaches in critical systems environments.

24/7 Operations Experience: Proven ability to maintain uptime and respond to emergencies under pressure with clear communication. Hardware Expertise: Deep understanding from component-level repair to system architecture and infrastructure planning.

Customer Service Excellence: Track record of explaining complex technical issues clearly to end users and reducing repeat incidents.

Self-Directed Learning: Built enterprise-level infrastructure independently; ready to learn new technologies and obtain certifications.

CERTIFICATIONS & TRAINING

Current: OSHA-10 Safety Certification, Diesel Mechanic Certification, Driver's License. Planned / In Progress: CompTIA A+ (Hardware/Software), CompTIA Network+ (Networking), CompTIA Security+ (Security), Linux Professional Institute (LPI). EDUCATION

Vocational Certificate - Automotive & Diesel Technology Nashville Auto Diesel College High School Diploma La Plata High School

TECHNICAL KEYWORDS & SKILLS

Operating Systems: Linux, Ubuntu, Debian, Raspbian, Amazon Linux, Windows 10/11, macOS, CLI, Shell Scripting • Cloud/Infrastructure: AWS, EC2, Docker, Containers, Proxmox, VirtualBox, VMware, Virtualization • Networking: TCP/IP, DNS, VPN, Tailscale, OpenVPN, Pi-hole, Cloudflare, Router Firmware, ASUS Merlin, DD-WRT • Applications: Nextcloud, Grafana, Immich, Heimdall, Frigate, Vaultwarden, MediaMTX, Caddy, MQTT, Node-RED • Hardware: PC Building, Server Maintenance, PCB Design, Circuit Board Repair, Network Cabling, Component Troubleshooting • Support: Help Desk, Technical Support, Documentation, Training, Customer Service, Remote Access, Incident Management

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