Rickey Davis Email and Phone Number

-Provided technical support and troubleshooting for hardware and software issues, achieving a 95% resolution rate within SLA.-Implemented and maintained network security measures, reducing security incidents by 30%.-Collaborated with team members to design and optimize IT infrastructure, resulting in a 20% increase in system efficiency.-Trained and mentored 10 junior staff members in best practices and standard procedures.-Managed service tickets and performed follow-up, cutting down average ticket resolution time by 25%.-Delivered Support Engineering to 25 clients utilizing tools such as Automate, Meraki, Sonicwall, Ubiquiti, Fortinet, Connect Secure, PassPortal.

-Designed, implemented, optimized, and monitored Azure Architecture, leading to a 15% improvement in system performance.-Trained and mentored 10 staff members on best practices, increasing team efficiency by 20%.-Managed and maintained computer software, hardware, and peripheral equipment, reducing downtime by 25%.-Conducted vulnerability checks to ensure secure infrastructure solutions, decreasing potential threats by 30%.-Coordinated with third-party vendors for hardware and software support, achieving a 98% resolution rate.-Managed multiple projects using predefined methodologies and effective project management, resulting in 100% on-time delivery.-Administered computer security policies and procedures, enhancing compliance by 20%.-Handled tickets and move-add-change requests in Service Now, reducing escalations by 15%.

-Created tickets in Tigerpaw and RemedyForce for user support, maintaining a 90% first-call resolution rate.-Provided 24/7/365 monitoring and management of customer operations for over 90 clients, improving customer satisfaction by 20%.-Managed Shadowcopy and cloud-based backups of network devices via Flextential (VMWare), reducing data loss incidents by 30%.-Delivered quality support for servers, systems, network infrastructure, and smartphones, achieving a 98% satisfaction rate.-Executed after-hours projects including imaging, updating, and provisioning system components, completing projects 15% faster.-Monitored and managed firewalls, antivirus, email, spam, and web filters, enhancing security posture by 25%.-Conducted vulnerability assessments and monitored security incidents and events (SIEM), decreasing incident response time by 20%.-Assisted users with various tiers of helpdesk issues, reducing escalation to engineers by 15%.-Performed security reconnaissance for new contracts, identifying and mitigating potential risks, contributing to 10 successful contracts.

-Implemented computer imaging using SCCM and Active Directory, cutting setup time by 30%.-Resolved end-user issues on-site with a 95% satisfaction rate.-Managed setup and operation of the control center during incidents, ensuring 100% uptime.-Led a security compliance team to remedy over 500+ non-compliant mobile devices, improving compliance by 40%.-Improved data migration methods for Windows 10 upgrades, reducing transfer time by 50%.-Answered end-user queries via email, phone, and Skype, resolving 90% of issues on the first contact.-Removed malware, ransomware, and other threats, reducing security incidents by 25%.-Collaborated with upper management to implement new processes, increasing efficiency by 20%.-Delivered Bitlocker training, improving data protection practices among users by 30%.-Assisted users with smartphone issues, achieving a 95% resolution rate.

-Facilitated smooth network operations for 50+ on-site users and 15,000+ users across 50 locations, maintaining a 99% uptime.-Managed data backups and disaster recovery operations, ensuring zero data loss incidents.-Introduced VMware infrastructure and management tools, reducing server setup time by 40%.-Closed trouble tickets efficiently, completing 20+ tasks per day with a 95% success rate.-Ensured continuity of computer and telephone system services, maintaining 100% service availability.-Performed system maintenance and upgrades, reducing security vulnerabilities by 30%.-Installed, configured, and supported LAN, WAN, and Internet systems, achieving 98% network availability.-Supported Cisco and Mikrotik routers, switches, wireless access points, and network servers, improving network performance by 20%.-Maintained network hardware and software, ensuring 99% network availability to end-users.-Diagnosed and resolved hardware, software, and network problems, reducing downtime by 25%.-Identified issues and implemented troubleshooting techniques, alleviating downtime and reducing failure rates by 20%.

-Consulted with network engineering staff to evaluate hardware and software requirements, reducing development time by 20%.-Managed customer expectations for support and technology functionality, achieving a 95% satisfaction rate.-Acquired in-depth knowledge of company operations, policies, and guidelines, improving policy adherence by 25%.-Delivered onsite technological support for 250,000 employees, ensuring 99% system availability.-Stayed updated on the latest technologies and solutions, enhancing support efficiency by 30%.-Performed tests of functionality, security, and performance, identifying and mitigating 15% more issues.-Acted as a liaison between management, sales team, development team, and the client, improving issue resolution time by 20%.