Rico Rose Email and Phone Number

• Provide 1st, 2nd, and 3rd level support to end-users via phone, email, and/or remotesession• Provide support for over 10,000 users both at corporate, field facilities, and remoteworkers• Switchvox Telephony Administrator• Work with Azure AD Administration (Create, modify, and grant access)• Facilitate support calls with vendors (Microsoft, Zscaler, Xerox etc.)• Troubleshot system issues related to network connectivity, software installation andconfiguration, printing.• Worked on IT driven cost savings ISP project to save company spending• Participated in after hours on-call rotation• Setup/Config Zscaler ZDX monitoring solution.• Monitored system performance and implemented preventive maintenanceprocedures.• Worked with cross-functional teams to achieve goals.• Updated software versions with patches and new installations to close securityloopholes and protect users.• Coordinated ticket fulfillment among multiple technicians and teams to reduceredundancy and accelerate response times.• Documented repair processes and helped streamline procedures for future technical• support actions.

• Executed the installation, diagnosis, repair, and upgrading of computer systems and• software for deployment• Maintained workflow by setting up and maintaining Windows Based Servers and• Active Directory• Provided IT solutions through the creation, deletion, management, and delegation ofaccess for user accounts by expertly utilizing Active Directory and Microsoft• Exchange and specific applications to the company (Hyena, Citrix Sharefile, DUOMFA)• Spearheaded the successful configuration and implementation of IvantiConfiguration Management• Served as a Point of Contact and support lead for 50% Citrix Virtual desktopenvironment• Drove IT operations by coordinating with the organization's offsite backup vendorIron Mountain• Configured live infrastructure • monitoring utility. (Whats up Gold)• Utilized problem solving skills to troubleshoot technical issues related to softwareapplications or hardware devices.• Coordinated with department heads to develop processes that improved efficiencyacross departments.• Created user accounts and managed access rights for users.• Installed, tested and evaluated new systems, applications and patches.• Maintained inventory of hardware assets including servers, laptops, desktops.• Assisted in the development of disaster recovery plans for different systems andnetworks.• Installed security software to protect networks.• Kept flexible schedule and resolved after-hours and weekend emergencies quicklyand accurately.• Increased system security and performance with proactive changes.

• Resolved escalated tickets from help desk staff that require additional expertise orknowledge base research .• Coordinated software upgrades and maintenance releases with vendors to ensuretimely delivery of service packs and bug fixes.• Imaged OS and software deployments throughout system and addressedimplementation concerns.• Installed wiring, cabling and devices to establish, repair and improve networkoperations.• Worked with cross-functional teams to achieve goals.• Disassembled computer systems to troubleshoot and resolve hardware issues.• Analyzed logs from various sources such as Event Viewer, Performance Monitor, fortroubleshooting purposes.• Provided technical assistance to users in person, via phone or email.• Diagnosed network connectivity issues by troubleshooting LAN and WANcomponents including routers, switches and cables.• Managed day-to-day AV operations, supervising equipment removal and return.

Resolved issues over HP based forums pertaining to desktops and laptops. Issues ranged from software problems to hardware issues.

Focused on customers with hardware/software based issues, related to their desktop and laptop computers.

I worked as Tier 2 tech support helping with data and celluar networking.