Help Desk Call Center

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Erick Ridley

Title/Role: PeopleFluent Requisition Number:

Product Specialist PS2 652323

Education:

Degree

(AA/AS, BA/BS,

MA/MS/MBA,

PhD, JD)

Area of Study School/College/University Location

Was the

degree

awarded?

(Yes/No)

OPTIONAL:

Date

(MM/YY)

AS

Network

Administration

Florida Technical College

Jacksonville, FL YES 05/2008

Certifications and Certificates:

Certification Issued By

Date Obtained

(MM/YY)

Certification

Number

(If Applicable)

Expiration

Date

(If Applicable)

Employment History:.

EXAMPLES:

Penn Tech Deployments – Full Time

Computer Installation Technician Mar 2021 – Nov 2021

• Provided IT support inlucing asset management and device distribution

• Hands on Asset Tracking and Tagging as the technician in the warehouse

• Successfully deployed multiple computer systems over 17 sites across the state

• Imaged computers for State agency rollouts

• Used Microsoft Excel to track and record inventory for computer deployments

• Packed and Palletized computer desktops, monitors and laptops for deployments

• Familiar with the states refresh process/cycle and deployment rollouts.

• Very aware of the importance of every detail and consistence with inventory and device rollouts

• Ability to Lift 50+ pounds repeatably

• Data reporting in spreadsheets of asset information and rollout details

• Excellent organization skills

Key Technologies/Skills: Microsoft Excel, Microsoft Outlook, Microsoft Windows XP, 7, &10, Desktops, Laptops, Monitors

Convergys - Full Time

Apple Advisor June 2013 – Jan 2014

• Worked in a call center environment.

• Provided Phone Technical Support for All Apple Mobile Devices.

• Trained New Employees on Apple systems

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Key Technologies/Skills: Apple IOS

Wells Fargo - Contractor

Help Desk Level 2 Mar 2010 – June 2010

• Performed Help Desk Level 1 and 2 Technical Support within an enterprise environment.

• Engaged and tracked Priority 1 issues with responsibility for the timely documentation, escalation, resolution and closure of trouble tickets.

• Customer Service over the phone and handled 40+ technical/mission-critical calls daily

• Software application installation.

• Troubleshot computer software and hardware issues.

• Handled Printer Installation, IP changes and replacement.

• Assisted Wachovia employees transition to Wells Fargo’s systems and software

• Help Users with Windows xp and Windows server 2003 issues

• Assisted Users adjust to their new Windows OS.

Key Technologies/Skills: Help Desk Software, Windows OS 32-64 bit: XP, Vista, & 7, Windows Server 2000/2003 AA World Recycling Inc.

Network Administrator/ Pc Repair June 2009 – Sept 2009

• Handled technical troubleshooting within a small business environment, including system crashes, slow-downs, and data recoveries.

• Setup Office 2007 and Windows 7 on all office computers

• Performed hardware repair on broken pcs, modems, apc and servers.

• Formatted and installed all software on incoming computers

• Designed and installed network for security cams, phones, and Lan/WIFI Key Technologies/Skills: Microsoft Windows 7, Microsoft Office 2007, Windows Server 200/2003 St. Vincent’s Hospital

Network/PC tech, Installer Feb 2009 – June 2009

• Setup base load on new computers using network install.

• Setup over 650 Dell computers, including all network connection.

• Backed up data for system refresh

• Asset Tagged and inventoried all new computers using Remedy Software

• Performed the shipping/receiving of all old and new computers Key Technologies/Skills: MS Office, Remedy, Microsoft Windows xp, 7 Southeast Corporate FCU

Help Desk Level 2 I Nov 2007 – Oct 2008

• Provided Help desk levels 1 and 2 technical troubleshooting within an enterprise environment.

• Helped assemble ISO Standard Doc

• Setup baseload software and proprietary software on new computers

• Setup and worked with office 2003/2007 including Visio and Share Point

• Worked with Dell Power Edge servers

• Troubleshot computer and printer issues and proprietary software

• Developed and managed the asset inventory including the server room. Page 3 of 3

Key Technologies/Skills: Microsoft Office 2003/2007, Exchange 2003, Share Point, Visio, Dell Power Edge United States Navy Aug 2002 – Feb 2004

Interior communication

• Inspected and repaired circuit boards, computers, and telephones.

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