Ricky Cunningham Email & Phone Number

United States

As a remote IT support professional, my role was centered around ensuring the seamless operation of the organization's IT infrastructure while providing top-notch assistance to users facing a variety of technical challenges.Delivered remote assistance to end-users via diverse communication channels, including phone, email, chat, and remote desktop support tools.Diligently diagnosed and resolved hardware and software issues, encompassing desktop/laptop malfunctions, connectivity obstacles, and application errors.Expertly guided users through comprehensive step-by-step instructions, empowering them to resolve issues independently or perform necessary tasks.Proficiently tackled network-related dilemmas, encompassing Wi-Fi connectivity problems, VPN issues, and local area network (LAN) connections.Provided valuable assistance in configuring and optimizing network devices like routers, switches, and firewalls.Meticulously handled the installation, updating, and configuration of software applications for users.Adeptly addressed software-related challenges, including installation errors, compatibility issues, and application crashes.Assisted users in resetting passwords and effectively managing their accounts.Ensured that user accounts were appropriately configured with the necessary permissions and access rights.

Ocala, Florida, United States

Managed a high-volume ticket queue, ensuring adherence to a strict Service Level Agreement (SLA) policy in ServiceNow without any breaches.Leveraged Windows Active Directory to proficiently establish new user accounts and modify existing user profiles.Lead PC Deployment Specialist Spearheaded multiple projects involving the imaging, deployment, and configuration of PCs for the entire workforce department.Interacted with users in a professional and respectful manner, ensuring their satisfaction and resolving any concerns or issues.Successfully collaborated with cross-functional teams to ensure seamless operations and user satisfaction.Proficiently repaired iOS and Android phones, as well as tablet devices, resolving hardware and software issues promptly.Actively engaged with key stakeholders, including the CEO, participating in 3-4 weekly meetings focused on configuring on-site and remote streaming solutions.Employed remote solutions, such as Remote Desktop Protocol (RDP), to troubleshoot user tickets while on-call on a rotational basis.Fostered strong relationships with Network Administrators and System Administrators, actively seeking knowledge-sharing opportunities

Ocala, Florida, United States

Supported all of the IT needs for an organization of 30 staff members, including on call duties, onsite and offsite support and user software and equipment training. Managed and executed projects including upgraded office wiring and installed new computers and audio equipment; re-built server room; upgraded operating system from Windows Vista to 10. Started and maintained weekly car auction with live video and audio streaming; configured amp, mixer, microphones, cameras; troubleshot problems; ensured smooth and successful event each week.

Ocala, Florida, United States

Performed micro-soldering of components on circuit boards, wire stripping and crimping; advanced through organization from electronics associate to final inspectorWorked in a team-based environment; met weekly goals and performed at top-tier level; earned Team of the Year Awards in 2015 and 2017. Drove down costs and minimized work-related mistakes by training new operators on process and procedures.