Help Desk Support Specialist

Ronald Gaston

Spanish Fort, AL *****

251-***-**** / ********@***.***

Education:

Work Experience:

HCLTech LLC.

Oct2023 to May 2025

WALA – Gray Media

Sep. 2019 to Present

Baldwin EMC

March 2002 – June 2023

Summerdale, Al

DynCorp,

Booz Allen and Hamilton,

General Dynamics IT

Mobile, AL 1999-2016

XANTÉ Corporation

Mobile, AL

WPMI, WJTV

Mobile, AL

University of Southern Mississippi

Bachelor of Science Degree

Major Communication

Minor Computer Science

Help Desk Support Specialist

Help Desk Specialist at Airbus Corp. USA, responsible for laptop reimaging.

Set up equipment for employee use, performing or ensuring proper installation of hardware, operating systems, or appropriate software

Maintain a record of daily data communication transactions, issues and remedial actions taken, or installation activities in Service Now

Develop and maintain knowledge bases and FAQs for users

Conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Responding to support requests in a timely manner

Newscast Director

•Responsibilities include hands-on director for newscasts and special events as well as coordination of major station productions both inside and outside of the building.

•Program the ignite system for the nightly newscast

•Create how-to manuals for incoming newscast directors

•Ability to handle stressful and complex situations responsibly

•Worked closely with the TV producers to make sure the programs are professionally done, aired on time and free from error

•Collaborates with promotion and news employees to develop all necessary pre-production elements

Help Desk Administrator

Install, upgrade, maintain, diagnose and repair all computer equipment to ensure optimal performance.

Install, configure, test, maintain, monitor and troubleshoot user workstations including hardware and software in order to deliver required service levels.

Perform on-site or remote analysis, diagnosis and resolution of complex desktop problems for users. Recommend and implement corrective solutions as needed.

Assess the need for and implement performance upgrades for computers including the installation of processors, network cards, hard drives, memory and other computer components.

Perform installation, maintenance and repair for printers and copiers and request vendor assistance when necessary.

Receive and respond to incoming calls and emails regarding computer problems.

Setup, support, manage, maintain, diagnose, repair and document mobile devices including cell phones and tablets

Maintain an inventory of all software and hardware assets as they relate to this position.

Create detailed documentation for all IT procedures as they relate to this position.

Business Analyst

•With input from the Product Manager, contribute to the vision of the product roadmap and actively participate in backlog refinement and maintains an emphasis on user experience and specifications

•Participate in daily standup meetings, planning meetings, reviews, and retrospectives.

•Manages and tracks the status of requirements throughout the project lifecycle (Atlassian program JIRA); updates and refines as necessary

•Collaborates with the team during Sprint Planning and participates in the planning to accomplish items from the backlog

•Translate business requirements into data requirements and makes recommendations.

•Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

•Strong problem solving, critical thinking, and analytical skills

•Transformed Business Requirements from Business Architect into Epics and User Stories for the initial load to JIRA

QA Tester

•Work as part of a cross-functional team of developers, architects, and QA to develop and break down requirements into manageable user stories.

•Helps to oversee testing and case resolution for the ENGLink system

•Work with the technical team to design, develop, and maintain plans for testing all phases of software

•Experience in a manual software testing role

•Ran SQL queries using MySQL (open source) to validate data

•Produced documents identifying, for various business units, the content and data structures that will be needed to test new products and created the test data environments

Help Desk Manager

•Document all technical procedures and user guides for the ENGLink system

•Collaborate with team in design, development, implementation, and remediation of all processes

•Track client issues & resolutions

•Input all issues into JIRA for tracking

•Respond to questions and requests as quickly as possible, making every effort to meet customer expectation

Assistance Trainer

•Prepare training plans, release notes, customer announcements, and other internal job aids to facilitate successful product deployments.

•Produce training materials for ESF#3 team members

•Assist trainer during the training class

Corporate Web Administrator

•Create rich web user interfaces using HTML, CSS, and JavaScript.

•Build HTML emails that are eye-catching, creative, and produce high conversation rates for internal clients

•Test and troubleshoot e-mail campaigns across multiple platforms, browsers

•Taking PSD files from our design team and creating pixel-perfect, cross-browser tested and perfectly functioning websites

•Participate in the full product development cycle, including brainstorming, architecting, release planning and estimation, implementing and iterating on code, coordinating with internal and external clients, internal code and design reviews, MVP and production releases, quality assurance, and product support

Productions Manager

•Responsible for supervising and scheduling the production staff as well as studio facilities and equipment

•Responsible for supervising and scheduling the production staff as well as studio facilities and equipment

•Responsibilities include hands-on director for newscasts and special events as well as coordination of major station productions both inside and outside of the building

•Supervise all aspects of the video creation process from planning to final product edits

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