Ray Coffey Iii Email & Phone Number

Richmond, Va, Us

Chesterfield, Virginia, United States

• Managed the Training Infrastructure team, to increase our daily ticket output, improve customer satisfaction, and decrease ticket resolve times. After a year our team has exceeded all our customer goals and has improved ticket handling by nearly 70%.• Provided team and management reports to showcase our ticket handling improvements, problem areas, and ticket trends.• Created new ticket-handling processes and team goals to meet the directives from the client. • Created a Knowledge Base in Zendesk and led the creation of documentation on all our ticket handling and report processes.

Richmond, Virginia Area

Managed the deployment of all windows patching for OS, Office and Servers in the environment and all vulnerability remediation for outdated patches and applications. Managed software deployments using MECM for monthly and by special requests to upgrade existing applications and introduce new products in the environment. •Packaged applications via PowerShell, InstallShield and vendor provided custom tools, ensuring new applications would deploy without error and meet compliance guidelines. •Developed and maintained our team’s PowerApps deployment process, increasing our workload transparency, improving our application release records, and decreasing our teams’ manual tasks.•Collaborated with our security teams to identify vulnerabilities in the firm and then developing and leading remediation efforts to ensure our environment was security compliant. •Researched 3rd party patching tools with vendors to improve our security patching compliance. Implemented these applications into testing and providing documentation for manager approval.•Tested hardware for future purchases, ensuring drivers and hardware specifications functioned in the firm; then provided feedback to management on testing results.•Led Windows 10 feature release updates and remediation, optimizing operational performance and verifying compliance with Microsoft Standards.

Richmond, Virginia Area

Supervised the regional/national projects that affected the field, identified and implemented areas for process improvement, trained new field support members and oversaw field remediation tasks. Lead support technician responsible for 6 locations and 300 users across the east coast.•Facilitated and developed a national swap process, decreasing down time for users, decreasing process time, improving our End of Life compliance numbers and creating new procedures, policies, and guides for CIT and users.•Decommissioned several NC and GA offices collaborating with vendors and CIT to guarantee all IT infrastructure in the offices were adequately removed and decommissioned including user procured belongings and ensured they received functional remote equipment to begin work at home.•Assisted the Regional Technical Advisor with daily operation reports, personal tracking, and ticket trends, confirming the team stayed within acceptable service level agreements (SLAs).

Richmond, Virginia Area

•Responsible for all IT needs of the Richmond Office including inventory management, updates for local software, machine swaps, new hire setups, local office support and troubleshooting. •Lead ITC and SME for the RRC Office Group. Duties include daily ticket support, machine swaps, inventory management, Bi-Weekly meetings with Team and Users, running Connected Backup Updates and management of the Office Specific software.•Have trained new Southeast ITC’s in both L1 and L2 daily routines and procedures. Continue to follow up with these ITC’s answering questions and assisting when needed.•Assisted M&A’s with onsite support and imaging. •Lead ITC on Vidalia M&A and covered most RTA onsite responsibilities. Worked with onsite support venders for server install, network installs, ISP surveys, partner/user meetings•Member of the Windows 10 SME group. Duties include testing Win 10 images, creating Win 10 KB’s and attending Group Meetings. •Member of the BitLocker Team. As a member I help test upgrades and installs, came up with an ITC training plan and KB’s. Ran all Regional Training with ITC’s on conversion process and created the Upgrade Checklist and Training PowerPoint.

Richmond, Virginia Area

Richmond, Virginia Area

• Unloaded/Loaded shipment trucks.• Inventoried computer equipment for repair.• Diagnosed and Repaired computer equipment for resale and internal use.• Created/Managed Inventory System for all inventory and internal equipment.• Repaired and Maintained Windows based Computers and Cisco based Network for Staff.• Dealt with outsourced technicians to resolve network outages, user account issues, and server issues.• Inspected all computer equipment before resale as Quality Control Technician.• Supervised Computer Processing Technicians and Trained new employees.

Install Linux and Windows Operating Systems.Setup and configured Windows networks using Linksys and D-Link routers, hubs, and switches.Hardware upgrades including: Hard Drives, Ram, Processors, CD-ROM drives, etc.

• Repaired and Maintained Windows based Computers used for Interns and CLCMO Staff.• Created and managed an inventory system for all IT equipment.• Troubleshoot and repaired Laptop issues including: Network Connectivity, CD-ROM failure, Hard Drive failure, User Login, CAC readers, etc.• Assisted in updating the CLCMO Website.

Setup meeting areas, tables, chairs, etc.Take down meeting areas.Pickup supplies for church.Assembled tables and chairs ordered from outside venders.

Set up customer pleasing classroom arrangements.Removed older furniture and disposed of it accordingly.Unloaded/Loaded Tracker Trailers.Assembled school furniture including: Desks, Cabinets, Shelves, etc.Drove company vehicles to and from home office to site.

• Troubleshoot common store issues including: Internet outages, Computer lockups, Register Errors, Printer Issues, etc.• Troubleshoot and repaired hardware issues including: Hard Drives, CD-ROM drives, RAM, Processors, PCI cards, etc.• Repaired and Maintained Windows based laptops used for District Managers and Company Presidents.• Used Active Directory to delete, unlock and add accounts and groups.• Assisted in Monitoring VPN tunnels and Network outages across 240 stores in 28 states.• Manually Installed/Upgraded store computers from NCR to Dell systems in 5 stores in 3 states.• Staged Dell computer systems and walked outsourced vender technicians through the installs at over 30 stores.• Assisted in managing inventoried equipment for all stores and corporate office.• Removed Viruses from infected Windows based computers.• Used PCanywhere, Bomgar, and Remote Desktop to connect and troubleshoot store, field manager, and corporate office issues.

Dealt with many diverse groups of patients.Processed prescriptions effectively and efficiently.Worked with coworkers to guarantee a successful work environment.

B.S, Computer And Information Science

A.A.S, Management Of Information Systems