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 accounts as well as other internal systems. On average we process around 50 new hires every other week.● 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.● Responsible for maintaining and auditing Laptop and Desktop inventory for the entire company.● Provision and setup Cisco VoIP phones for new hires.● Assisted with the Data Centers at multiple locations, including cabling switches and servers, replacing backup tapes, and removing and installing equipment.● Take systems with a wide range of problems, troubleshoot and physically repair them to make them working systems again.● Assist with administering the SCCM server that is used enterprise wide.● Assist with the reporting for the Desktop, Networking, Server, and Helpdesk groups.● Lead QA testing for enhancements made to the inventory system.● Exceed expectations in reviews and maintains high customer service standards.

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.● Worked with vendors to open new and close old remote branches.● Provisioned Cisco VoIP phones and Blackberries to Home Office and all remote branches.

● 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