Devin Ridgway Email & Phone Number

Defiance, Oh, Us

· Primarily responsible for the installation, configuration, maintenance, and reliable operation of computer systems, network servers, storage systems, and virtualized environments.· Work in tandem with Network Administrators to ensure optimum overall infrastructure performance.· Perform best practices administration of Active Directory and Group Policy.· Oversee data backup, disaster recovery, and data-driven business continuity processes.· Coordinate with Information Security staff to conduct system and endpoint security testing.· Document and monitor systems to ensure timely issue prevention and resolution.· Perform necessary configuration changes and prescribed preventive maintenance functions.· Participate in formal corrective and preventive processes and continuous improvement projects.· Respond to telephone calls, email, and personal requests for technical support.· Maintain up-to-date inventory of all pertinent components and licenses, including purchase date, upgrades performed, deployment details, and maintenance/warranty tracking.· Assist support staff with projects such as PCs/software deployments, new locations.

• Assist in the development of new Tier 1 support processes• Provide technical assistance and support for incoming queries and issues related to computersystems, software, and hardware• Identify, research, and resolve technical problems• Respond to telephone calls, email, and personal requests for technical support• Document, track, and monitor problems to ensure timely resolution• Recommend, configure, and deploy computer hardware and software as needed by the business• Evaluate expansions or enhancements by studying workload and capacity of computer systems• Improve existing solutions by reviewing objectives and specifications, evaluating proposedchanges, recommending changes, and making modifications• Maintain Active Directory and Group Policy settings, including creating/deleting users and configuring access roles• Provide group and individualized end user training to aid in preventing recurring support queries• Cover afterhours, weekend, and holiday helpdesk on a rotating basis with other IT staff• Learn and become proficient in various software and hardware systems issued throughout theorganization

United States

• Lead technical team of support specialists, appropriately assigning and delegating duties and responsibilities, ensuring high quality and effective execution, monitoring performance, and providing administrative oversight.• Working under the Director of IT, supervises the performance of Level 1, 2 and 3 service desk services to internal and external clients 24x7 and ensures that service levels are met or exceeded. • Collaborate with IT management for the development, implementation, and administration of help desk staff training procedures and policies.• Develops a strong familiarity of the Service Desk Incident Management processes for use in the creation of training materials and modules to meet client expectations.• Ensures timely resolution and proper documentation of all IT help desk tickets received through an incident tracking system.• Conducts regular meetings with operations to assure technology is functioning reliably and meeting operational needs.• Maintain and manage User Operations Projects which includes: on-boarding, off-boarding, and computer replacements.• Ensure customer service is timely and accurate on a daily basis.• Lead projects regarding automation for clients and multiple contracts in the organization.

Ohio, United States

• Diagnosed and troubleshot end user desktop application issues and provided appropriate solutions.• Provided timely resolution of problems or escalation on behalf of the customer and ensured their satisfaction.• Provided case status updates to management and end-users per service level guidelines.• Supported and maintained effective relationships with users.• Provided support for PCs, laptops, printers, cell phones, tablets, etc.• Communicated with customers at all levels of technical and non-technical skills sets.• Worked with senior IT staff on tasks and projects.• Talked with IT Management about improving processes from a front-line perspective. • Gained experience with managing an instance of O365/M365.• Chosen to act as a team lead in the absence of management.• Implemented automation processes within O365/M365 for multiple departments in the organization.

Ohio, United States

• Answered incoming calls and took appropriate action for each call. • Input data into company computer platform. • Provided efficient, courteous service and responded to telephone calls, emails, and questions in a respectful, timely, and friendly manner. • Flexed to different specialized teams and projects as needed by the company.• Chosen to act as a team lead in the absence of management, or when management was assisting another collections representative.

North Carolina, United States

• Heavy weapons infantry in a Parachute Infantry Regiment. • Responsible in maintaining multiple weapons platforms, oversaw training on said weapons platforms, and remained proficient in their deployment for use. • Responsible for maintaining four High Mobility Multipurpose Wheeled Vehicles (HMMWV / Humvee) in order to aid in unit readiness for rapid deployment. • Responsible for the accountability of all associated issued equipment and their serviceability. • Remained proficient in airborne operations safety requirements. • Held to the highest standards of professionalism.• Common Remote Operated Weapons System (CROWS) certified.