Richard Ashby Email & Phone Number

United States

Service Desk Analyst IIINational General Insurance Company (NGIC) – Remote | Oct 2018 – Present• Lead the Knowledgebase Team, developing articles and standardizing workflows in the Neurons ticketing system.• Manage nationwide hardware, software, and access issues, achieving 95% First Call Resolution (FCR).• Developed a self-service Knowledge Base, reducing incident escalations by 15-20%.• Troubleshoot VPN issues (Cisco AnyConnect, GlobalProtect) and Citrix Director sessions for seamless remote work.• Provide remote technical assistance using TeamViewer, Skype, MS Teams, and Citrix Director.• Configure softphone software and manage password resets across multiple enterprise systems. Certifications:• ITIL v4 (Information Technology Infrastructure Library)• HDI Knowledge Centered Services (KCS)• HDI Support Center Analyst (SCA)• Lean Six Sigma Green Belt• Certified Lean Specialist (CLS)• Agile Project Management – LSU Project Management Series• Quality Assurance Essentials – LSU Project Management Series• Estimation and Cost Benefit Analysis – LSU Project Management Series• Project Management Certification – LSU

Greensboro/Winston-Salem, North Carolina Area

Cone Health System – Greensboro, NC | Nov 2005 – Oct 2018 • Developed and managed the lab intranet and Microsoft SharePoint site, improving collaboration between staff and management.• Provided 24/7 support for lab systems, ensuring seamless operations for Sunquest Lab Systems and Collection Manager.• Led a pilot for mobile patient ID workstations, now implemented across five hospitals.• Implemented new PC imaging processes, reducing workstation downtime by 25-30%.• Streamlined ticketing and error resolution processes using ServiceNow, improving response times by 15-20%.

Greensboro / Winston-Salem, North Carolina Area

On Call PC Solutions – Greensboro, NC | Nov 2007 – Jun 2016 • Provided PC repair, software upgrades, malware removal, and network setup services to local clients.• Specialized in data recovery, post-mortem diagnostics, and hardware replacements.• Built and optimized home networks and Wi-Fi installations.• Sold, configured, and restored laptops and desktops for clients.

Greensboro/Winston-Salem, North Carolina Area

Circuit City – Greensboro, NC | Jan 2005 – Nov 2005 • Led a team in repairing, upgrading, and maintaining PCs for customers.• Planned and implemented strategies to increase service installations and repairs (PCIs).• Provided exceptional customer service and merchandise sales support.

Network Administration And Security Managment

Education record