David Ratcliff Email & Phone Number

San Antonio, TX, US

San Antonio, Texas, United States

• Provide last level of support to Enterprise customers for the different SFB workloads primarily Instant messaging, Presence, Federation, A/V calling, Application Sharing, Web Meetings, conferencing and PSTN calling and.
• Assist in Troubleshooting, debugging, Monitoring/Diagnostic, testing and product support for the above-mentioned workloads
• Be a point of contact and act as a liaison between customers and engineering teams developing and improving our product
• Establish deep relationships with key Product owners and engineering groups, advocate and help fast track and drive long-term cloud adoption strategies with customers
• Report service issues, product Bugs, feature requests.
• Track product releases through various release vehicles and product sprints and stay on top of our product roadmap and be available to provide support for new features, Apps and products released.

United States

• Act as the customer advocate for the entire support experience.
• Provide support to customers via telephone, chat, email, and electronic services such as remote troubleshooting support.
• Communicate in a precise, meaningful, clear, and professional manner while matching the customers technical knowledge and pace.
• Provide front-line administrator and end user support for multiple customers.
• Respond and work on ticket requests and incidents utilizing the internal ticketing system.
• Installation, configuration, and troubleshooting support of Microsoft 365 services and features on various customer platforms within small business and enterprise level environments.

San Antonio, Texas Metropolitan Area

• O365 set up from start to finish.
• Manage Hybrid Deployments between On-Prem and AAD.
• OneDrive synchronization application troubleshooting.
• Outlook configuration using POP, IMAP or Autodiscover service.
• Mail flow configuration and troubleshooting.

Richardson, Texas, United States

• Set up accounts providing user ID and passwords, activation of Defender Tokens and Smart Card configuration. Unlock Parsons, AS400 accounts and workstations after full verification in Active Role Directory.
• Troubleshoot general workstation and peripheral issues such as printer setup and driver downloads, clearing credential manager. Office 365 Suite errors and configurations. WebEx account enrollment and troubleshooting.
• Resolve internet and VPN connectivity. Antivirus (McAfee) updates close communication with my service desk team regarding current call issue trends and resolutions.
• Detailed documentation of issues, resolution steps or appropriate escalation of cases ticketed (Salesforce Ticketing System)

Mesquite, Texas

• Integrated SMS software Signal Vine (ticketing system) with the recruitment team, to better communicate with thousands of students, increasing Fall 2019 Enrollment by 8%.
• Maintained nine Windows 10 desktops in the Welcome Center, troubleshooting application level issues for 30+ students (customer facing) daily, allowing them to access and complete coursework when no other means was.
• Tracked and reported over 6,000 students during 2019 Fall Registration using tables created in Microsoft Excel, resulting in accurate data reporting and audit adherence for the Dallas Promise Grant.

Marine Corps Base Hawaii

• Monitored 100+ digital fire support networks utilizing the Adaptive Networking Wideband Waveform (ANW2) enabling standard IP addresses to seamlessly connect between digital fires systems and radios.
• Troubleshooted radios in the AFTADS mesh network ensuring the radio automatically “hops” until the data reaches the intended destination resulting in 3% increase in accurate and timely artillery fire.
• Mentored 10 personnel members ensuring scheduled completion of quarterly goals supporting over 30% of the organization.

Marine Corps Base Hawaii

MOS: 0844Field Artillery Fire Control MarineField Artillery Fire Control Marine performs duties essential to the delivery of accurate artillery fire. Typical duties include preparation of fire control equipment for movement and operation, performance of preventive maintenance, routine testing, authorized minor repairs and fire control equipment, and.

MCBH, Kaneohe

Ft. Sill, Oklahoma

Dallas, Texas

• First point of contact for all customer related issues, using high level customer service to resolve 50 customer needs a day.
• Informed customers via face to face and phone queus about Nordstrom Rewards/Marketing events enhancing the customer experience, saving the customer money and meeting monthly account quotas.
• Created relationships with department heads enhancing product knowledge and teamwork.

Dallas, Texas

Integration of core curriculum and creative writing.Responsible for a class of 3rd-5th graders.Team Leader.Prepared weekly study material.Prepared culminating events annually.Community Engagement.

Bachelor'S Degree, Human Resources Development, 3.71

Activities and Societies: Student Veterans AssociationThe Human Resource Development Program at Hawaii Pacific University ties in the.

Professional Training, Cyber Security - Professional Penetration Tester

• Conducted 100 basic service scans and exploited vulnerable hosts on internal networks resulting in reconnaissance against the web.

Associate Of Arts - Aa, Liberal Arts And Sciences/Liberal Studies