Ricardo N. Email & Phone Number

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.

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.

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.
• 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.
• 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.

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.

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

Computer User Support Specialist (Cuss) Program

Computer Science