David Rios Email & Phone Number

Mckinney, Tx, Us

Allen, Texas, United States

Acted as the first point of contact for employees, contractors, and clients seeking technical assistance via phone, email, or in-person, ensuring prompt and effective resolution of issues.Set up and configured computers and end-user peripheral equipment, including printers, scanners, and phones.Managed access control, password administration, and account creation.Actively monitored email, phone, and ticketing systems to document work and facilitate communication with end-users and… Show more Acted as the first point of contact for employees, contractors, and clients seeking technical assistance via phone, email, or in-person, ensuring prompt and effective resolution of issues.Set up and configured computers and end-user peripheral equipment, including printers, scanners, and phones.Managed access control, password administration, and account creation.Actively monitored email, phone, and ticketing systems to document work and facilitate communication with end-users and key stakeholders.Diagnosed technical issues based on information provided by end-users, attempting to replicate reported problems when necessary.Escalated unresolved or complex technical problems to appropriate team members to ensure timely resolution.Conducted follow-ups and updated customer status and information, maintaining high levels of customer satisfaction.Ensured all software and hardware were up-to-date, installing updates as required.Performed routine preventative maintenance to prevent outages and failures.Contributed to detailed and accurate equipment inventories, including managing related warranties and service level agreements.Identified and suggested improvements to IT documentation and guides to keep them current and useful.Assisted in Disaster Recovery and Business Continuity exercises.Provided on-call support, occasionally working evenings and weekends with little advanced notice. Show less

• Customer Support: Responded promptly and satisfactorily to resolve customer inbound calls and online contacts regarding all pump models.• Communication: Used approved guidelines to address customer concerns or inquiries effectively.• Technical Troubleshooting: Answered questions and troubleshot issues related to Tandem's insulin pump, software, integrated mobile app, online patient portal, and CGM medical device integration.• Judgment and Solutions: Demonstrated good judgment… Show more • Customer Support: Responded promptly and satisfactorily to resolve customer inbound calls and online contacts regarding all pump models.• Communication: Used approved guidelines to address customer concerns or inquiries effectively.• Technical Troubleshooting: Answered questions and troubleshot issues related to Tandem's insulin pump, software, integrated mobile app, online patient portal, and CGM medical device integration.• Judgment and Solutions: Demonstrated good judgment in selecting methods and techniques to resolve customer requests, often in high-pressure situations.• Documentation: Recorded accurate and thorough documentation of customer contact calls and emails using training materials and process flow charts within the CRM system.• Health and Safety: Identified potential health and safety issues with products and followed appropriate internal notification procedures.• Process Improvement: Proposed recommended improvements to customer-related processes and materials based on acquired knowledge.• Customer Advocacy: Acted as a customer advocate to represent customer needs internally.• Additional Responsibilities: Performed log analysis related to customer allegations and other duties as assigned. Show less

Orlando, Florida, United States

-Creatively Organizes, Prioritizes, Troubleshoots, Tracks, and Provides Incident Resolution of IT-related issues Onsite and in support of remote Pharmacies and Pharmacy Technicians located locally and nationwide. - Escalates, and tracks, irresolvable issues to the appropriate department, support personnel for resolution, while providing updates and assistance to end-users while they await the resolution of more complex solutions. - Responsible for Onsite Inventory and Disposal… Show more -Creatively Organizes, Prioritizes, Troubleshoots, Tracks, and Provides Incident Resolution of IT-related issues Onsite and in support of remote Pharmacies and Pharmacy Technicians located locally and nationwide. - Escalates, and tracks, irresolvable issues to the appropriate department, support personnel for resolution, while providing updates and assistance to end-users while they await the resolution of more complex solutions. - Responsible for Onsite Inventory and Disposal of IT equipment to include. New Hire onboarding and education of IT hardware, network, and software. As well as Recovery of Termed employees Hardware.- Plans and leads project initiatives that require Facility, Department, and IT collaboration. Responsible for coordinating with End User teams and Stakeholders, and IT Teams and Departments to ensure 100% uptime for front line end users as teams transition new systems, locations, upgrades to equipment, and software take place.- Provides white-glove Executive IT support to C Suite employees responsible for high stakes, high impact business roles.- Responsible for communicating complex and difficult IT issues in a clear and kind manner to end-users of all levels of technical background. Show less

Orlando, Florida Area

▪ Diagnoses, tracks and provides Incident Resolution of network, hardware, software problems using ITSM Remedy ticketing system; escalates irresolvable issues to the appropriate department, support personnel for resolution.▪ Troubleshot Network issues with printers, workstations, VPN clients, Wireless Access Points using basic network troubleshooting to include commands such as Ping, Tracert, Nslookup,iprelease/renew to narrow down point of failures of customer incidents.▪… Show more ▪ Diagnoses, tracks and provides Incident Resolution of network, hardware, software problems using ITSM Remedy ticketing system; escalates irresolvable issues to the appropriate department, support personnel for resolution.▪ Troubleshot Network issues with printers, workstations, VPN clients, Wireless Access Points using basic network troubleshooting to include commands such as Ping, Tracert, Nslookup,iprelease/renew to narrow down point of failures of customer incidents.▪ Provides customer service through effective problem solving and communication skills with customers to ensure resolution or improvement of customer incidents.▪ Provides feedback/updated LMSD knowledge base (KMR) on a regular basis▪ Point of contact between RDS Tier 2 and Tier 1 Help Desk general technical, and processes toimprove overall LMSD Group cohesion. Requires highly effective communication between Tier 1 and 2 Analyst, and Tier 1 and 2 Management.▪ Training in Priority Management Process▪ Uses white papers, Knowledge Base Articles, internet, and other written sources of knowledge to troubleshoot and understand technologies and customer issues.▪ Install software using DMT and troubleshooting of SCCM using developed tools and documentation. Show less

Orlando, Florida Area

Provided technical support for Prevail legal case management software. Worked in an office environment, providing technical solutions and workarounds to PTI clients via telephone and remote connection (TeamVeiwer). Used a combination of office management skills and teamwork to keep track of client needs, research, and implement solutions. Used outstanding customer service skills to keep clients calm while troubleshooting problems that result in production loss and, escalated calls that required… Show more Provided technical support for Prevail legal case management software. Worked in an office environment, providing technical solutions and workarounds to PTI clients via telephone and remote connection (TeamVeiwer). Used a combination of office management skills and teamwork to keep track of client needs, research, and implement solutions. Used outstanding customer service skills to keep clients calm while troubleshooting problems that result in production loss and, escalated calls that required higher management. Worked with other departments, to provide the best technical support experience in the legal case management market. Show less

Installed cable TV, internet and digital phone services for Brighthouse (sub-contractor); Troubleshoot, upgrade and downgrade all services; complete paperwork detailing job and customer information; ensure customer satisfaction with information and installation services; install new wall plates by wall fishing; bury cable from main cable terminal (pedestal) to house and run aerial cable from cable terminals on telephone poles.

Installed and terminated CAT 6 (shielded and unshielded) cables into 110 patch panels using proper cable management; used RJ-45 connectors to created patch cables and terminated into data station jacks.Setup brand-new Dell workstations, and routed patch cables to the workstations.

Performs and supervises field or sustainment level maintenance and repair on microcomputers and electromechanical telecommunications equipment, field artillery, digital devices, global positioning system receivers, switchboards, telephones, associated wire instruments/equipment, night vision devices/equipment, laser and fiber optic systems, mine detection and dispensing systems, electronic distance and azimuth-orienting devices, battlefield illumination devices, and nuclear, biological and… Show more Performs and supervises field or sustainment level maintenance and repair on microcomputers and electromechanical telecommunications equipment, field artillery, digital devices, global positioning system receivers, switchboards, telephones, associated wire instruments/equipment, night vision devices/equipment, laser and fiber optic systems, mine detection and dispensing systems, electronic distance and azimuth-orienting devices, battlefield illumination devices, and nuclear, biological and chemical warning and measuring device; operation of 45 watt soldering iron; experience of reading schematics and plans; inspects/tests equipment for faults and completeness; troubleshoots to determine location and extent of equipment faults; completes appropriate maintenance forms and records; performs preventive maintenance checks and services on tools, equipment, vehicles, and power generators; provides technical assistance to both coworkers and supported users; requests and maintains authorized bench stock, repair parts, supplies, and technical publications Show less

Provided customer support through telephone communication; helped Medicare Part D customers upgrade/maintain their service with Ovations program through explaining coverage and benefit options; entered daily and customer data into various computer programs

Associate'S Degree, Information Technology

Certifications In Progress, A+, Net, Security, Mctip In Server 2008 Administrator, Ce|H, Chfi

I have currently been through A+ and Net + classes, I have passed my A+ Essentials test, and am getting ready to take the A+ Practical.