Richard Kitchen Email & Phone Number

Dallas/Fort Worth Area

• Sole Desktop Support Admin working directly with the IT Director to manage our critical infrastructure.• Provide support for end users and client computers, including onsite, remote users and on-call support service for clients.• Manage backup and recovery systems along with inventory of parts and current hardware.• Build and service all onsite computers and product computers on offsite client locations. Including OS install (Windows Vista, 7, 8, 8.1 & 10), program specific setup and user specific setup.• Setup and manage new HP servers with Server 2008 R2 / 2012/ 2012 R2.• Manage an Active Directory Environment with over 80 users. • Extensive work with Microsoft Office 2007/ 2010/ 2013/ 2016.• Asses all technical needs of the company including service, support, software and hardware in all technical aspects. Implementing new ideas and processes to save time and money.• Managing and training technicians in areas related to their department.

Dallas/Fort Worth Area

• Technical repair for clients or end users through an Express Exchange or Direct Repair Program.• Imaging hard drives to end user specifications including bios flashing, software install and hardware configuration/ installation.• Repair of HP desktops, laptops, printers and servers including repairs for Solectron, Cisco and Xerox clients.

Dallas/Fort Worth Area

• Computer and copier maintenance and support for all computers, printers, and copiers. Also includes assisting all staff members with related problems.• Maintaining all employee time clock punches for payroll including corrections, creating new time cards, and printing weekly reports.• Extensive data entry of all sales from TMRs including mapping and verification for courier pick-up in 5 major cities and assisting TMRs with all lead sheets, fax invoices, sale holds, follow-ups and tracking.

Dallas/Fort Worth Area

• Provided customer support for internet service at high volume, multi-contract call center as per quality requirements made by company itself and the clients we served.• Received inbound calls regarding billing issues, registered new accounts, and issued refunds. Thoroughly documented phone calls handled, including description of the issue, resolutions provided, information provided for customer inquiries, and transferal to proper departments.• Responsible for attendance in training courses for new service/ products to be supported, changes in company policy or in customer service protocol, as well as "refresher" course to ensure performance quality and product knowledge.