Ricky Simms Email & Phone Number

One would see that I have and all the qualifications and skills that one would desire as an Information Technology professional. I feel very comfortable in presenting myself to you based on my experience.Throughout my career, I have successfully managed IT support issues through:Leadership Utilizing problem management database and helpdesk system to solve support issues. Training and educating newly hired Help Desk Analysts. Making recommendations to improve Help Desk processes.Communication Versatility in communication techniques with internal and external end users. Performing follow up to ensure that all users have received quality customer service. Results-Oriented Direct involvement in providing cost analysis for the implementation of the software, hardware and telecommunications equipment, thereby increasing the bottom line by improving efficiency. I am confident that when I meet a person for any position , they will understand my enthusiasm in presenting myself for a career opportunity with their organization.Specialties: Accurate troubleshooting and resolution of various I.T. related issues such as the fixing of various computer hardware, software, applications, and telephony equipment.

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  Helpdesk Analyst Ii

  Amtrust Bank

  Nov 1998 - Dec 2008

  Answer incoming Information Technology calls in a courteous and timely manner.Analyze and resolve problems related to desktops, voice and e-mail, servers, remote access products, and PC applications and escalate to next level as needed.Utilize problem management database and/or helpdesk system to solve support issues.Consult with end users to evaluate and prioritize calls.Maintain official log of incoming calls and prepare daily reports on efficiency.Train and educate newly… Show more Answer incoming Information Technology calls in a courteous and timely manner.Analyze and resolve problems related to desktops, voice and e-mail, servers, remote access products, and PC applications and escalate to next level as needed.Utilize problem management database and/or helpdesk system to solve support issues.Consult with end users to evaluate and prioritize calls.Maintain official log of incoming calls and prepare daily reports on efficiency.Train and educate newly hired Help Desk Analysts.Train co-workers on new hardware and software.Makes recommendations to improve Help Desk processes.Accurately logs all incoming problems and requests into the Help Desk Database.Perform follow up to ensure that all users have received quality customer service. Show less

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  The University Of Akron

  History