Ricardo N. Email & Phone Number

Florida, United States

Reston, Va, Us

Provide prompt, courteous, and high-quality end-user support services to approximately 37,000 customers located throughout the continental United States and outside the continental United States.• Utilized ServiceNow ticket processes to document actions taken.• Responsible for troubleshooting tickets to quickly resolve Tier 2 issues for end users’ internal infrastructure as well as applications and systems.• Ensure accurate triage, categorization, documentation, prioritization, escalating, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets.• Interface with end users via telephone calls, chat, remote desktop, automated requests, electronic mail, and other means.• Interact with the Network Operations Security Center (NOSC), software systems engineering, and/or applications development teams to restore service and/or identify and correct core problems.• Tickets that require technical support or root cause determination that exceeds Tier 2 support capabilities are escalated to higher-level support teams for expedient resolution.• Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 2 incidents.• Monitor and track the status of all submitted incidents, problems, and changes, including cases where they are escalated to higher levels of support.

Chantilly, Virginia, Us

Full logistical support privileges provided.Drafted reports of property damage, theft, accidents and unusual occurrences to document dailyactivities and irregularities.Responsible for the safe and timely escort of designated personnel on assigned post and ensuringequipment, machinery, tools and storage areas are secure and safe.Provide a security while ensuring all contractors follow established rules and regulations.Conduct periodic spot check/inspections to ensure assets have not been tampered with, abused or lost.Assigned to the Site Management department and responsible for the escort of non- vetted Host Nation,and contractor personnel.Maintain a count and location of contractors, and vehicles in assigned area of responsibility and relaythis information to the unit control centerGovernment controlled sites.Maintain regular communication with US/ UAE Government.Maintain positive control over assigned escort badge and ensure possession of all necessary equipmentto complete escort duties.Researched issues and assessed inefficiencies within supply chain using different software to devisesolutions and improve performance.Minimized process discrepancies by spearheading budget, supervising staff and controlling inventory andsupply management. Reported emergencies, weather delays and carrier schedule changes to customersand supervisors.Tracked and managed transfer paperwork such as packing lists.Provides a variety of routine/standardized administrative and secretarial support services to adepartment or group of professionals.Integrated marketing communications to maximize exposure; developed a marketing plan for a newmusic business.Prepared, rehearsed, and delivered presentation following current trends in public speaking andpresentation.Identified potential safety hazard threats to the work place.Recommended Safety and Logistical plans for a Government Agency.Dealt with enquiries from the the public and related organizations.

Adelphi, Maryland, Us

Played a vital and active role in Help Desk Support and customer service for all UMGC potential and current students.• Orchestrated test administration for Pearson VUE, CLEP, and DSST, facilitating seamless and efficient exam processes and contributing to student success and academic advancement.• Leveraged the power of the Salesforce application to optimize operations, streamline workflows, and enhance overall productivity.• Offered comprehensive academic and administrative support services to prospects and students, ensuring a positive and seamless educational experience.• Meticulously documented all student interactions and engagements through UMGC's Customer Relations Management System, enabling accurate tracking, personalized follow-up, and exceptional customer service.• Proactively tracked and analyzed class enrollments and student interest, providing valuable insights into local degree progression, and aiding strategic decision-making for program development and student success.

Cape Canaveral, Fl, Us

Played an integral role in the development of impact branding and corporate identity initiatives, aligning the organization's image with its strategic goals and enhancing market positioning.• Devised and executed comprehensive marketing plans, encompassing well-defined promotional calendars, innovative programs, and successful launches of new products, effectively driving market penetration and revenue growth.• Oversaw and directed a diverse range of craft workers, multiple service contractors, and subcontractors, orchestrating flawless execution of large-scale events supporting esteemed dignitaries and government officials at the highest level.• Assumed responsibility for the efficient management of resources, including tools, materials, and equipment, crucial to providing top-notch services for special events at the facility.• Leveraged web-based applications, Adobe Photoshop, Microsoft Office, and other cutting-edge programs to develop compelling and industry-standard marketing materials, creating a compelling visual presence and maximizing brand impact.

Falls Church, Va, Us

Operate Closed Circuit Television (CCTV)Deleting and/or archiving old footage as needed, organizing old footage in an orderly fashion, andswitching out videotapes, compact discs, memory cards, hard drives or serversDisseminates information to personnel as provided by the Force Protection Flight Chief or NCOICMonitors radio, phone and email trafficMonitor and report illegal and suspicious actions in accordance with Operation InstructionsMaintains hourly count and notifies BDOC and Force Protection NCOIC of discrepancies.

Bachelor Of Applied Science - Basc, Business, Management, Marketing, And Related Support Services

Computer User Support Specialist (Cuss) Program

Computer Science