Rick Peat Email & Phone Number

St. Louis City County, Missouri, United States

In support of ongoing systems development, as the IT Manager, I am responsible for coordinating and facilitating various IT related initiatives by serving as the Project Manager. I manage oversight of IT staff, third-party contractors and consultants. As the IT Manager I am also accountable for the proper coordination, management and troubleshooting of most employee/user Database and IT resources. Additional responsibilities include providing on-sight, back-up support to the Network… Show more In support of ongoing systems development, as the IT Manager, I am responsible for coordinating and facilitating various IT related initiatives by serving as the Project Manager. I manage oversight of IT staff, third-party contractors and consultants. As the IT Manager I am also accountable for the proper coordination, management and troubleshooting of most employee/user Database and IT resources. Additional responsibilities include providing on-sight, back-up support to the Network Administrator who oversees primary and back-up Network systems and security including hardware/software resources. Also provide back-up to the Database Administrator on projects and troubleshooting issues afecting the end-user experience. Show less

I am an Information Technology professional with 10 years of Technical Support/PC Help Desk experience. I have managed Projects, Releases, IT Teams and ITIL Incidents. I have a working knowledge of SQL query and Access in addition to supporting 20-30 calls per day when required.

• Troubleshooting 30+ daily calls on average for with a 70%+ call resolution.• Tools include: RA Load Utility, Active Directory, HP OpenView, Citrix Console, SharePoint, Office Communicator, SAP, ITAM.• Project leader for Email-Self Service trouble ticket daily operations team.• Training new hire employees in best practices and policies while supporting the customer base.

• Supporting desktops in a large corporate environment; Windows Vista, XP and Office 2003, 2007. I use my demonstrable experience in various technology areas such as Systems Infrastructure and Application Software daily. • Tools include: Tivoli Console, RA Load Utility, Active Directory, ITO Desktop Reporting System, vSphere Web Access, BMC Remedy, Hypersnap, Citrix Console, Sharepoint, Q-Messenger.• Develop knowledge of primary AMDOCS CRM applications, ATT corporate processes, and MS… Show more • Supporting desktops in a large corporate environment; Windows Vista, XP and Office 2003, 2007. I use my demonstrable experience in various technology areas such as Systems Infrastructure and Application Software daily. • Tools include: Tivoli Console, RA Load Utility, Active Directory, ITO Desktop Reporting System, vSphere Web Access, BMC Remedy, Hypersnap, Citrix Console, Sharepoint, Q-Messenger.• Develop knowledge of primary AMDOCS CRM applications, ATT corporate processes, and MS Windows PC systems to identify and resolve problems, attaining a project goal of 60% first touch resolution rate.• Support CRM solution known as CSS/ACRM in addition to Cisco VPN and ATT VPN client and: Printers, Resetting User ID’s and Passwords, and Hardware Troubleshooting to effectively assist clients in a high volume, intensive phone support setting. I ensure high quality support to a nationwide customer base. Show less

ITIL Help Desk Incident TeamFacilitate outage calls to ensure system availability and system reliability in support of all critical business initiatives. Work with Application Development groups, Data Centers, Technology Service Desk, and other Network Operation Centers in bringing severity 1 and 2 incidents (negatively impacting business situations) to resolution. Interface with other Technology units, business users, and the Business Projects function to constantly improve system… Show more ITIL Help Desk Incident TeamFacilitate outage calls to ensure system availability and system reliability in support of all critical business initiatives. Work with Application Development groups, Data Centers, Technology Service Desk, and other Network Operation Centers in bringing severity 1 and 2 incidents (negatively impacting business situations) to resolution. Interface with other Technology units, business users, and the Business Projects function to constantly improve system reliability.Proven experience in various technology areas such as Systems Infrastructure and Application software daily. Show less

Corporate Help Desk 24 X 7 phone support.Troubleshooting 30-40 daily calls on average for 1500+ desktop and 5000+ portal users with an 80%+ call resolution.Day to Day support for a wide variety of Applications, PC Hardware, Networking/Connection, Windows XP, PC Software, and IBM AS/400 server applications. Used and supported VPN daily to connect to the Network - outside of the Headquarters building.Knowledge of remote access, using Tivoli and Webex to access customer desktops… Show more Corporate Help Desk 24 X 7 phone support.Troubleshooting 30-40 daily calls on average for 1500+ desktop and 5000+ portal users with an 80%+ call resolution.Day to Day support for a wide variety of Applications, PC Hardware, Networking/Connection, Windows XP, PC Software, and IBM AS/400 server applications. Used and supported VPN daily to connect to the Network - outside of the Headquarters building.Knowledge of remote access, using Tivoli and Webex to access customer desktops remotely.Worked with Network Operations to resolve connectivity issues with a proven knowledge of Networking, TCP/IP, Ethernet, mapping, addressing, naming, and routing/traffic. Utilized iHEAT to log call tickets and effectively track problem related information to ensure timely and accurate documentation of IT departmental activity. Extensive experience using and supporting InterCall, Microsoft Visio, Windows XP, Excel, Power Point, Photoshop and other Microsoft Office and Adobe products. Helped to ensure success of enterprise Smart Phone (Blackberry) initiative. Helped implement a monitor program for customer's IBM AS/400 mid-range servers, ensuring Cumulative PTF packages and Service Packs are ordered, delivered, installed and running successfully on remote servers. Experience writing enterprise wide technical documentation, including help text, process instructions, best practices, work flow and step by step installation instructions.Lead Trainer and support for many successful projects across all enterprise business units. (Smart Phone/Blackberry, IBM WebSphere, Kofax; Experience training with NT servers during CompTIA NET+ certification classes. Show less

Completed customer responsibility from quote to delivery, both internal and external customers.Recruited and retained new business partners in England, Wales; Successfully managed many top priority high security orders for a variety of Federal Government agencies.