Ron Hayes Email & Phone Number

Lake Mary, Florida, United States

Lake Mary, Florida, United States

Orlando, Florida Area

Lake Mary, FL

• Lead a team of analysts to create new hire accounts to ensure proper access is granted to all new employees and process job role changes with compliance with SOX and HIPPA standards. This includes Active Directory.
• Work in shift watching over the Network Operations Center ensuring any problems are reported and quickly resolved.
• Built and maintain an MDT Server that is used for deploying desktop and laptop computers in Florida.
• Troubleshoot technical problems over the phone, remote assistance, and desk-side to quickly restore productivity then analyze the root cause (RCAs).
• Monitor incoming trouble tickets and fix problems quickly and dispatch tickets to the proper groups for quickest resolution to problems within strict SLAs.
• Developed SOPs and maintained documentation for the department and adjacent departments.

Humble, TX

• Supervised a team 18 of Geek Squad agents taking inbound technical support calls from external customers while managing a Best Buy account.
• Maintained and exceeded goals for quality and service level.
• Coached and mentored team in technical troubleshooting, customer service, and sales tactics.
• Provided daily and weekly reports to management.
• Held daily team meetings with employees to discuss daily goals and objectives.

• Lead team of technicians in troubleshooting and deploying computers, handheld barcode scanners, and Windows CE based truck-mounted computers, for 250 remote branches.
• Trained and mentored team of technicians in troubleshooting and customer service skills.
• Planned and deployed wireless infrastructure to 300 remote sites, and provided level-3 support.
• Deployed network equipment to update existing infrastructure for remote sites.
• Worked in the Change Control Board.
• Coached and mentored level 2 and 3 support agents.

• Senior computer technician and liaison for computer and mobile device sales teams.
• Worked with customers and assessed their needs efficiently and effectively to provide a great customer experience.
• Provided communication between the technicians and the sales team to insure synergy.
• Mentored and trained both members of sales team and technicians.
• Store was awarded best of district for sales several times.

Bachelor'S Degree, Computer And Information Systems Security/Information Assurance

Associate'S Degree, Computer Systems Networking And Telecommunications