Technical Specialist Entry Level

RUBEN J. RIDDICK

Norfolk, VA ***** 757-***-**** *********@*******.***

IT TECHNICAL SPECIALIST

Dependable and meticulous Technical Specialist with proven ability to streamline processes, reduce downtime, and improve user satisfaction through effective problem-solving and initiative-taking maintenance. Skilled in troubleshooting and resolving complex IT issues to enhance system performance and reliability.

SUMMARY OF QUALIFICATIONS

Excellent organizational and communication skills.

Outstanding ability to work in a fast-paced, multi-platform environment.

Amazing ability to perform PC troubleshooting with knowledge of internal PC components.

Talent for learning new systems and software.

Managed and secured IT infrastructure—including networks, Windows desktops, printers, tablets, and peripherals—through all stages to maintain data confidentiality, integrity, and availability.

Ardent desire to expand and apply computer knowledge to improve business performance.

Remarkable ability to establish and maintain effective working relationships with employees, clients, and the public.

Drove the enhancement of information systems security by systematically upgrading programs, policies, procedures, and tools, leading to a more robust and resilient security infrastructure.

Collected and accurately entered financial data into contract workbooks and subcontractor financial trackers.

Demonstrated ability to communicate effectively in writing and orally; developed and maintained documentation including manuals, reports, user guides, and operating procedures; presented actionable insights to stakeholders across all organizational levels.

Performed focused troubleshooting with team members on various issues.

Initiated and performed Root Cause Analysis on more complex issues for one-time resolution.

TECHNICAL SKILLS

Software: Experienced in AppWorx AutoSys Axway Bomgar C COBOL I and II Control-M CuteFTP Desktop Intelligence FileZilla HEAT IBM z/OS Ipswitch Jira Kleopatra Maximus Driver MOVEit MS Office Suite OpsGenie PagerDuty RACF Reflection SAP Sentinel ServiceNow Snagit SolarWinds Splunk SQL TIDAL Track-IT! Visual Basic Webex Windows WinZip WS_FTP Pro and Zoom.

Hardware: Experienced in IBM mainframe ES/9000 and Z800 Genicom 4490 IBM cartridge drive 3490E, IBM tape drive 3422 IBM printer 6262-022 and 3900 Simplex Laser and Sun DLT tape drive.

Operating Systems: AS/400 CICS DOS JCL JES2 MVS UNIX VSAM VTAM and VM/VSE (OS/390).

Certification: CompTIA Security +.

PROFESSIONAL EXPERIENCE

ADP, Norfolk, VA October 2016 – July 2024

Senior Technical Operations Specialist

Managed various scheduling requests and updated different job flows.

Helped conduct system audits and vulnerability assessments using STIG checklists for Windows/Linux environments and network devices.

Confirmed and validated the Quarter Schedule with the Tax Processing Team.

Ensured parameters were entered correctly for Annual and Holiday Scheduling Updates.

Provided On-call Coverage for batch scheduling and off-hour weekend coverage.

Supported Operations to remedy problems within production application cycles.

Provided Technical support for batch application workload setup and support.

Assisted with Disaster Recovery Tests and Time Change maintenance.

Created Change Orders from Hot Patch requests for various AutoPay regions.

Addressed, resolved, and escalated IT support tickets.

Elevance Health (Anthem), Norfolk, VA September 2013 – October 2023

Systems Analyst I, 2nd Shift

Managed and executed file transfers as needed for ticket or scheduled assignments.

Notified users of any issues related to file availability or disruption in data processing.

Resolved failed automated file transfers by coordinating with vendors and users.

Coordinated internally to schedule upgrades or system maintenance.

Monitored failed file transfers and job alerts, promptly resolved issues, and escalated to specialists when necessary.

Provided first-hand training for new team members on file transfers and tools.

Assisted users and analysts in evaluating and debugging new jobs.

Updated logs to minimize errors and improve efficiency.

Maintained user requests effectively for audits.

Reviewed work procedures/logs and proposed updates as needed.

Documented troubleshooting steps and helped develop improvement processes.

Collaborated with system administrators and ISSOs to ensure consistent implementation of security controls.

Managed scheduled jobs in TIDAL accurately and on time, including on-demand requests.

Inter-Op (DMG Federal, COMTek), Portsmouth, VA February 2002 – September 2016

Project Manager/Site Manager/Computer Operator II

Applied comprehensive IT principles to design, implement, and maintain various computer applications, services, and systems.

Implemented best practices and procedures to meet organizational requirements and improve system efficiency.

Developed and supported IT systems by applying a comprehensive understanding of computer applications and services.

Conducted thorough analysis of IT systems to apply relevant concepts and principles in real-world scenarios.

Supported and secured IT infrastructure—Windows desktops, peripherals, and data—by applying robust practices in planning, analysis, and system lifecycle management.

Enhanced and enforced security measures across information systems through updated programs, policies, procedures, and tools.

Led strategic planning for IT system end-of-life replacements, leveraging SDLC principles to align with budgets and minimize operational impact.

Trained/coached new operators by providing training material and demonstrating firsthand troubleshooting techniques.

ADDITIONAL RELEVANT EXPERIENCE

Lillian Vernon, Virginia Beach, VA

Senior Computer Operator

SouthTrust (CENIT) Bank, Norfolk, VA

Computer Programmer/Computer Operator

EDUCATION

Norfolk State University, Norfolk, VA

Bachelor of Science in General Business, Management Computer Information Systems,

Graduated Cum Laude

School of Business - AACSB Accredited

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