Ruben Heredia Email and Phone Number

Responded promptly within established SLA ensuring all user requests submitted via ITSM tools, email request, chat/text, phone calls, voicemail, and other forms of approved communication were addressed, and resolved. Triaged complex issues, escalating to appropriate team member or resource following established processes and procedures. Ensured all service desk requests were documented and tracked via Work Orders per established standards. Followed through on all assigned work orders to… Show more Responded promptly within established SLA ensuring all user requests submitted via ITSM tools, email request, chat/text, phone calls, voicemail, and other forms of approved communication were addressed, and resolved. Triaged complex issues, escalating to appropriate team member or resource following established processes and procedures. Ensured all service desk requests were documented and tracked via Work Orders per established standards. Followed through on all assigned work orders to meet/exceed customer expectations and resolve within established SLA. Conducted Active Directory end user maintenance (unlocking accounts and password resets). Configured computers for corporate, and remote new employees ensuring ability to sign-in while working remote. Expanded knowledge, and interactional use of modern technologies like cloud applications, and mobile device management (MDM) solutions, progressed; advanced utilization of best practices and industry standards, such as KCS, ITIL, etc. Performed monthly week long on call support to provide after hours assistance to all national locations and sites; assist callers to complete initial triage of connectivity related issues, and obtain information required to escalate. Show less

Ensure actions and/or services requested by client were addressed and completed within SLA deadline. Received accolades from multiple clients regarding quality of work performed, interaction, timeliness, and incident updates. Addressed high volume of calls from executive callers to counter sales callers; resolve majority calls during first call, and routinely follow up to provide updated status until issue/request is resolved. Expanded use, and support of MS Teams OneDrive, Philosophy, and… Show more Ensure actions and/or services requested by client were addressed and completed within SLA deadline. Received accolades from multiple clients regarding quality of work performed, interaction, timeliness, and incident updates. Addressed high volume of calls from executive callers to counter sales callers; resolve majority calls during first call, and routinely follow up to provide updated status until issue/request is resolved. Expanded use, and support of MS Teams OneDrive, Philosophy, and Teams Badges; actively pursuing Network+ certification, and ITIL development. Completed rotational on call providing after hours support to all national locations and sites. Worked with callers to complete initial triage of various issues to include: connectivity, network equipment, hardware and software, printer, and mobile phone support; coordinated with other groups as required, escalating issues when needed. Address hardware, software, network, and application issues to restore caller’s ability to begin working again. Show less

Completed corrective actions or services required by client to ensure monitoring services were actively running without error or issue. Completed update installations when service alert was received then calling clients back to verify service activity is restored. Responsible for onboarding/offboarding and issue resolutions of company’s East region consisting of Boston, DC, Philadelphia, and Tri-State markets.Obtained Microsoft Certified Professional certification for Windows Operating… Show more Completed corrective actions or services required by client to ensure monitoring services were actively running without error or issue. Completed update installations when service alert was received then calling clients back to verify service activity is restored. Responsible for onboarding/offboarding and issue resolutions of company’s East region consisting of Boston, DC, Philadelphia, and Tri-State markets.Obtained Microsoft Certified Professional certification for Windows Operating System Fundamentals. Show less

Support both local and remote members by quickly acknowledging opened cases and updating ticket's current status. Used methodical approach to troubleshoot hardware, software, network, printing, and other issues. Escalated issues to appropriate department/point-of-contact when required, completing warm handoffs to responsible group when possible to ensure all completed actions and notes are conveyed. Expanded background knowledge in network connectivity, Active Directory, and Office 365 as well… Show more Support both local and remote members by quickly acknowledging opened cases and updating ticket's current status. Used methodical approach to troubleshoot hardware, software, network, printing, and other issues. Escalated issues to appropriate department/point-of-contact when required, completing warm handoffs to responsible group when possible to ensure all completed actions and notes are conveyed. Expanded background knowledge in network connectivity, Active Directory, and Office 365 as well as implementation, maintenance, and reconfiguration of servers; folder permissions/security; and file structure. Implemented daily file server backup process and procedures for the Dallas office to include backup schedule, calendar, and off-site storage tape rotation. This effort resulted in a successful data restoration following the file server failure. Show less

Provide technical support to end users by diagnosing and troubleshooting hardware, software, and network issues preventing connectivity as well as configuring, and upgrading operating systems and software applications. Resolve issues utilizing methodical approach, problem solving skills, and level of individual judgment to ensure outcomes of customer satisfaction. Provide training and guidance to users on how to use desktop systems, application assistance, and assisted callers with password… Show more Provide technical support to end users by diagnosing and troubleshooting hardware, software, and network issues preventing connectivity as well as configuring, and upgrading operating systems and software applications. Resolve issues utilizing methodical approach, problem solving skills, and level of individual judgment to ensure outcomes of customer satisfaction. Provide training and guidance to users on how to use desktop systems, application assistance, and assisted callers with password issues. Assist with implementation of IT projects and initiatives. Show less