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.

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
• 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.

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.

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.

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.