Patric Rizzo Email & Phone Number

Washington, Dc, Us

Work with nonprofit associations to assist them by providing communication and organizational skills while providing day to day software and hardware technical expertise.Manage current technical equipment vital for operations to continue to be successfulKeep servers and laptops up to date with current patch levelsDraft, coordinate, and implement updates to maintain SOP's to ensure current technical baselineImplementation of Microsoft SharePoint for smoother operation of organizations through the pandemic while anticipating the shift in Remote Work for future employeesManaged All AD, O365, Azure, & on prem Exchange environments to ensure continuity of businessPerform weekly audits on Hardware, Software, and ServersSchedule/Maintain full backups of data as part of the Business Continuity ModelConfigure/Manage SonicWALL Firewall's for all clientsManage/Monitor Cisco NetworksProvide Weekly Status Reports and daily task lists to various POC's for each organizationDeploy Laptops through MDT Setups, or Custom setups depending on what the organization requires for their employeesProvide White Glove service for all EmployeesCurrently leading a project to review and update all OpenDNS Entries in all of DelCorCurrently Creating a new SOP for Onboarding and Offboarding's which would utilize Microsoft Forms to ensure proper level of detail for all user onboardings and offboarding's.Maintain a checklist of all activities to be performed on a weekly, monthly, quarterly, and yearly schedule for all clientsAct as a the Technical Expert in various situations such as Laptop Recommendations and SharePoint Site StructuresMaintain an average of 40 minutes or less for ticket contact and sub 4 hour ticket resolution time for all clients.Monitor and maintain IT Glue pages for all organizations that I work with which include but are not limited to Applications, Hardware (including expiration, model number, serial number, person assigned, etc.,), Vendor Information, etc.

Supported the deployment of 4000 Polycom phones across the United States as well as the migration & deployment of 3000 Windows 10 laptops.Assisted in the development & implementation of Service Now to the organization.Created schedules for the deployments and coordinated shipping & deployment efforts between two teams.Assisted in the development of solutions in accordance to the tasks on the project plan.Created a SharePoint site that became critical to the teams to work together.Actively troubleshot issues that would arise during the deployment process.Assisted in the training and migration of end users at the Department of the Interior.

Managed Tier 1, 2, & 3 engineers directing escalated issues, assignments, inbound service calls, and the training of new hires.Resolved technical issues received over the phone and via online channels.Monitored the development of the engineers through performance reviews on a weekly, monthly, and annual basisObserved calls to assess skills in customer service and technical acumenEnsured that the engineers were able to meet deadlines and stay on top of their tickets through various reports and coaching opportunitiesCreated a new escalation process for how the engineers escalated more challenging tickets that they were unable to quickly resolveHelped facilitate the creation of KB articles and the review of the information being addedWorked with various management to restructure the Service Desk to make it more efficient and properly route tickets and phone calls so that the engineers get tickets that better align with their skill set and development levelCreated a position that serves as an internal escalation point within the structured teamsCreated reports that were used to evaluate the performance of the engineers which rolled into the evaluation of the service deskHelped restructure the company to run a more efficient service and would better fill the customers needs.

Washington D.C. Metro Area

Lead a team to assist with the migration of 4,500+ mobile devices from Good Mobile Messaging to a new Blackberry Enterprise Server (BES)/Unified Endpoint Manager (UEM) implementation, with the usage of ISEC7 Enterprise Mobility Management (EMM).Coordinating multiple open issues with various support teams, including the on-site Messaging & Collaboration and Service Desk Teams. Investigating and resolving customer technical issues.

Herndon, Virginia

Cogent is a multinational Tier 1 Internet Service Provider consistently ranked as one of the top five networks in the world. Our primary service offering consists of Internet access and data transport, offered over our award-winning fiber optic, IP data-only network, along with co-location in any of our 48 Internet data centers.Our innovative, facilities-based network spans across North America, across the Atlantic throughout Europe, and across the Pacific to Asia. With over 57,600 route miles of intercity fiber and more than 27,300 metro fiber miles, we provide service to over 190 major markets and interconnect with over 5,200 other networks.

Us Department Of Energy

Joined the Mobile Migration Team as part of the project to move users from their Blackberry’s to iPhones/Android DevicesJoined the Office 2013 Rollout team that upgraded users from Office 2010 to Office 2013Joined the Office 365 team that assisted in resolving tickets users had with profiles and other issues through DaysTroubleshooting and Ticket resolution through DAYS Software PlatformProvided a high level of customer service, personally addressing any customer issues with the new device or with a migration to a new program/software

Gaithersburg, Maryland

Diagnose and repair hardware and software connectivity issuesChange IP address of nodes and other hardwareConfigure Dynamic Host Configuration Protocol (DHCP)Set-up network printers and other peripheralsRemove viruses and malwareInstall and run software updatesInstall hardware, as neededDesign and deploy new servers and software configurationSet-up virtual machines and remote desktops, printers, and file sharing, securely across multiple business locationsOrder IT-related equipment, as needed to maintain functionalityProvide a high level of product knowledge on a wide array of productsProvide a high level of customer service to all customers

Aspen Hill, Maryland

Helped maintain the high quality standards set for the store and came up with plans to involve my team to provide the best possible customer service. Also ran the photo lab as well as making sure that customers are helped and found everything they were looking for.

Rockville, Maryland

Took reservations for clients on when they wanted to be picked up and made sure that every reservation was met on time and they were satisfied with our company as well as receiving phone calls and emails with the details needed to make the reservation and entered them into the system in a timely manner so that the dispatch department could get the appropriate drivers assigned.

Olney, Maryland

Ran the photo lab and made sure all the order I received were completed on–time and to the standards of the company and met the customers expectations as well as providing superior service to customers when they were asking about different products Ritz carried.

Gaithersburg, Maryland

Sold musical instruments as well as accessories to customers based on what they needed and how they wanted to sound and what they wanted to gain from their instruments Repaired Brass Instruments such as Trumpets and Trombones and was fluent in many ways to repair the many issues that they may encounter.