Ricardo Martel Email & Phone Number

United States

Miami/Fort Lauderdale Area

Delivered Tier II support for 500+ users establishing a proactive, customer service-oriented mindset resulting in increased customer satisfaction and retention. Supervised two Tier I support technicians while following SLAs. Utilized LabTech and ScreenConnect tools for remote support and monitoring. Managed and support Microsoft Office 365 accounts. Installed, configured and troubleshoot Microsoft Office 2010 - 2016. Assessed customers’ networking /computer configurations to identify solutions and services to fulfill evolving business needs. Supported Citrix environment, Xenapp version 7.15, Xenserver, and users in Citrix Studio.• Performed network upgrade, installation, and configuration. Deployment, monitoring, and troubleshooting of WatchGuard routers, VPN connectivity, switches, Aruba access point, Fortinet IP phones, and printers.• Researched printers compatible with Citrix application to allow customers to print remotely to a locally connected end-user computer. Senior leaders reviewed data and analysis concluding it was a worthwhile investment. Solution implemented on time and in budget resulting in productivity increase and cost savings.• Performed Windows Server 2012 installation on physical servers (RAID, Dell system manager), adding Roles and Features, Hyper-V setup and implementation, and configuration of a secondary Active Directory.• Monitored and Managed Webroot Antivirus, and configured policies for best compatibility with applications.• Worked with active directory Windows Server 2008 - 2012 and implemented policies in GPO to automate the process and improve security.

Miami/Fort Lauderdale Area

Executed Network installation of Cisco Meraki routers, switches, and Access Point. Performed Windows Server 2012 - 2016 installations on physical servers (RAID, Dell system manager), adding Roles and Features, Hyper-V, and supported Active Directory. Administered Managed Antivirus Webroot. Worked with Max Focus (ticketing system), remote monitoring and management GFI, and remote support tool TeamViewer, and LogMeIn. Performed remote and onsite support, delivering an advanced computer and multi-function printers’ installation and troubleshooting, software installation and configuration, and Apple OS reinstallation and troubleshooting. Executed configurations changes on Avaya and Polycom VoIP phone system.• Directed RMM migration from GFI to Ninja with minimal customer impact without increasing costs. Achieved a higher degree of efficiency by adding monitoring feature alerts improving proactive responses to IT challenges.• Created new customers on Office 365 and migrated email services from other platforms with minimal services interruption offering a most robust and reliable email service experience. • Coordinated the successful deployment of azure backup and disaster recovery solutions.

Miami/Fort Lauderdale Area

Provided technical support and maintained server operations for cloud base users (RDP). Executed remote and onsite installations, configuration and troubleshooting for network, computers, printers, Windows Server 2003 – 2012, Active Directory, and Microsoft Office 2007-2013. Worked with OSTicket ticketing system and remote support tool TeamViewer.• Implemented remote monitoring and management solution (GFI) for customers and established alerts to provide proactive basis management service and eliminate unnecessary downtime• Implemented a managed antivirus and monitoring (Vipre and AVG) resulting in improved security protecting customer data and ensuring business continuity.• Negotiated and secured multiple contracts through excellent interpersonal and communication skills, diagnosing problems and inefficiencies by conducting detailed root cause analysis in collaboration with customers.