Ron Fleming Email & Phone Number

San Francisco, Ca, Us

Detroit, Michigan, Us

● Hired on as the first remote IT team member as an extension of the Detroit-based company.● Created several of the “standards of support” and SLA’s for our warehouse locations as the companygrew and expanded world-wide, including computer setups and layouts, placement of security camerasand systems, scheduled walkthroughs of support areas, printer maintenance, troubleshooting/supportdocumentation and guides, and on-hand swap stock for break/fix support.● Trained all future on-site support technicians hired after me as I set the bar and standards for support inour warehouse locations. Team members for our Michigan, New Jersey, New York, Georgia, England, andThe Netherlands locations completed on-site training with me for 2-3 weeks before beginning their supportroles.● Managed the implementation and roll-out of new technology into the warehouse locations, including Zebrascanning devices, ChromeOS kiosk stations, full printer overhaul from laserjet to thermal, SOTI devicemanagement for Android devices, JAMF deployment for Apple devices, enrollment of Windows devicesinto Azure AD domains, deployment of Cisco Meraki network and video monitoring equipment, inventorymanagement in ServiceNOW, and full company roll out of remote support tool Bomgar.● Created organization and deployment guides for remote retail/pop-up locations around the world, creatinga standardized deployable Pelican case storing all equipment with guides in an easy-to-send format thatallowed for us to deploy and manage technology for pop-up retail anywhere in the world nearlyon-demand.● Assisted in the go-live of 3 additional sites world-wide, and moved into a position from handling juston-hand support, to remotely supporting locations all over the world including Canada, an additionalArizona site, Japan, California, and Utah.

Detroit, Michigan, Us

Holmdel, New Jersey, Us

Technical Support Agent for Vonage (Diversant Contractor)Provide Vonage customers with both Email and Phone based support.Part of VIP Support Team

Scottsdale, Arizona, Us

Provided SDK support for Geotab integration with Gridline.Ensured quick resolution to most common issues with our product.Assisted with creating KB articles to enhance customer self-service requestsEscalated issues and ensured communication between Gridline and Geotab. Trained co-workers and customers on how to use Geotab SDK for deployments.Help test and troubleshoot custom reports.Imported and exported large data.Provided in-depth analysis of support logs to help find bugs in the Geotab reporting system.

Houston, Texas, Us

Provided Remote, Phone and Email support for Voltage Secure-mail customers with tasks such as SSL Certificate replacement, understanding event/error notifications, log analysis and general understanding of email encryption.Part of on call 24/7 support teamHelped create new knowledge base articles to help customers and new employees troubleshoot and learn to resolve common issues. Provided in-depth analysis of support logs to help find new bugs. Assisted with creating new support site to streamline customer support.Escalated unresolved issues to appropriate level. Trained users in the proper use of software.Rolled out new release software and critical patches.

Campbell, Ca, Us

Provided Phone and Remote support for Barracuda Spam & Virus Firewall and Barracuda VPN customers.Helped create new knowledge base articles to help users look up and resolve issues as well as educate newer support engineers.Broadcom (GDR Group), San Jose CA, — Help Desk L2Oct 2007 - Apr 2012Assisted in creating new solution guides to provide critical how-to information for other technicians to fix found issues.Supplied PC support/maintenance via phone, email, and onsite support, including Windows XP Pro, Windows 7, MS Office 2007, MS Office 2010Diagnosed and troubleshot both hardware- and software-related end user PC issues.Provided updated and informative status updates to tickets via Remedy Software.Gave support to Polycom conference phones, break fixing and troubleshooting.Effectively wiped hard drives prior to redeployment or recycling.Successfully imaged computers via Altiris.Provided break fix, upgrades, and maintenance support of PC, Laptop, and Printers to local international clients.Contributed support for these technical responsibilities: Data recovery of Laptop and Desktop Hard Drives, Vendor contact via phone, email, and web to RMA warranty claims, Cisco VPN and VoIP software and hardware phones.

Assisted in creating new solution guides to provide critical how-to information for other technicians to fix found issues.Supplied PC support/maintenance via phone, email, and onsite support, including Windows XP Pro, Windows 7, MS Office 2007, Microsoft Outlook, LAN and WLAN.Diagnosed and troubleshot both hardware- and software-related end user PC issues.Provided updated and informative status updates to tickets via Remedy Software.Gave support to Polycomm conference phones break fixing and troubleshooting.Effectively wiped hard drives prior to redeployment or recycling.Successfully imaged computers via Altiris.Provided break fix, upgrades, and maintenance support of PC, Laptop, and Printers to local and international clients.Contributed support for these technical responsibilities:Data recovery of Laptop and Desktop Hard DrivesVendor contact via phone, email, and web to RMA warranty claims.Cisco VPN and VoIP software and hardware phones.

Bethesda, Md, Us

Provided both onsite and remote desktop and laptop support.Developed and built lab-based PC's for deployment.Supported Windows NT Server Administration.Worked with REM Star Inventory system.Provided basic education to employees on Microsoft Office.

Tampa, Fl, Us