IT Specialist

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.

CLEARANCE

Top Secret (SSBI Eligible)

Secret (Eligible)

CERTIFICATIONS

CompTIA Security+ 701

Microsoft Azure Administrator (AZ-104)

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 365 OpsGenie PagerDuty RACF Reflection SAP Sentinel Service Desk 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 JCL JES2 MVS UNIX VSAM VTAM and VM/VSE (OS/390).

PROFESSIONAL EXPERIENCE

ADP, Norfolk, VA October 2016 – July 2024

Senior Technical Operations Specialist

Managed various scheduling requests and updated different job flows.

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.

Resolved escalated service desk issues, including difficult customer interactions, to ensure satisfaction.

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.

Maintained Active Directory environment by creating, modifying, and removing user and computer objects.

Served as the primary escalation point for complex or sensitive service desk issues, ensuring timely and effective resolution.

NNSY IT Dept Code 109 (Inter-Op), Portsmouth, VA February 2002 – September 2016

Project Manager/Site Manager/Computer Operator II

Utilized foundational networking knowledge to troubleshoot and resolve connectivity issues related to TCP/IP, DNS, DHCP, and VPNs.

Acted as the primary point of contact for end-user technical support via phone, email, and chat.

Operated and administered IT ticketing platforms (ServiceNow, BMC Remedy, Jira), ensuring accurate incident documentation, timely resolution tracking, and proper escalation.

Resolved technical issues remotely using tools such as RDP and SCCM.

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

Installed, configured, and maintained DoD-approved communications software on government systems while managing network settings to ensure secure and proper user access.

Performed diagnostics, repair, and preventive maintenance on desktop and laptop systems.

Delivered Tier II technical support for end users, supporting desktop systems and service desk operations across Windows and macOS platforms.

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

Provided end-user support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.

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

Contributed to the creation and revision of project documentation, including specification manuals, system procedures, presentations, and training materials.

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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