Ricardo C. Email and Phone Number

Provide customer service/help desk support of 100+ web based applications to a large interregional user baseCreates incident tickets using in-house tracking tool to respond to, track, and follow up on inquiries regarding access to applications and services, login help, and report issuesManages user access to the system utilizing internal security proceduresInitiates and facilities outage process including crash call, reporting, escalation and updates according to policies and… Show more Provide customer service/help desk support of 100+ web based applications to a large interregional user baseCreates incident tickets using in-house tracking tool to respond to, track, and follow up on inquiries regarding access to applications and services, login help, and report issuesManages user access to the system utilizing internal security proceduresInitiates and facilities outage process including crash call, reporting, escalation and updates according to policies and proceduresReports problems with procedures and makes suggestions for improvementsPerforms related duties as assigned or requested Show less

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Configures wireless networks and troubleshoot account issues for students/staff/faculty. Logs tickets through service-now.com. Performs printer and desktop installations, software updates, and virus/malware removal.