Rick M.

Experience

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  Paragon Development Systems

  Oct 2012 - Mar 2015

  Help Desk Specialist

  • Worked Help desk and Noc queue while providing clients professional and friendly support• Monitored QBE systems• Reset user’s password• NOC queue for Aliant Energy center• Used multiple ticketing systems• Worked Phones, email queues• Used logmein123 to remote into user’s personal machines• Used multiple mainframe systems• Reset user’s passwords• Fixed users Thin client machines• Remote into servers in order to conduct patch updates or virus updates• Worked under pressure• Made sure customers and clients had all needs met• Companies that we service Duluth trading company/ Promega/ Aliant Energy Center/ QBE/ Beaver Dam hospital• Set up user’s printers• Set up new email accounts created with shared folders• Worked Master tapes (weekly tape change)• Re imaged user’s computers remote• Fixed users network issues• Add and removed user’s permissions• Created group policies• Edited exchange accounts• Created disks space by adding space to virtual servers Windows/Linux machines Show less

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  5NINES LLC

  Jul 2015 - Nov 2015

  Technical Support Specialist

  • Worked with multiple clients with networking and virtual issues while providing professional and friendly support• Monitor Multiple servers• Used ConnectWise ticketing system• Worked on users physical and thin client machines with troubleshooting issues• Worked Phone call queue, email queue while working on assigned tasked• Help networking team monitoring down network alerts• Patched servers with updates• Re imaged users machines• Used MXTool in order to unblock companies blocked IP addresses• Used IPPlanner to monitor users internet services not being down• Used N-able in order to reset passwords / patch machines / remote into thin client machines• Used WHMCS system to monitor clients Cpanel accounts and remote into Cpanel machines• Set up users office 365 accounts and added permissions or access to mail boxes• Created new users accounts• Created group policies• Set up printers• Remote into company printer server in order to update or create changes to printer• Worked with companies Isthmus Engineering/ Special Olympics Wisconsin/ Overture Center/ Wisconsin free 4g program• Created and maintain disk space on company’s servers using Windows/Linux machines Show less

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  Advance Project Solutions

  Jan 2016 - Apr 2017

  Technical Support Specialist / Project Manager

  • Monitor over 50 sites per day while checking client emails regularly • Dispatching emergency after hours’ service requests• Completing and adjusting all client billing prior to completing tickets• Training new employees with ARC ticketing system and answering all client questions• Training new members on basic networking and CCTV/Alarm• Troubleshooting network problems with tech over the phone (switch, routers, access points)• Assisting technicians with Alarm and CCTV question in regards of installation or troubleshooting steps• Remotely set up IVR units• Assisted techs making any modifications needed in order to install units onsite with multiple client• Assisted techs making any modifications needed in order to install units onsite with • Worked on a 13-million-dollar project with CVS to revamp current pharmacies at site.• Went onsite to train new sub contactors in setting up new client equipment• Created new training documents• Monitored sites in progress and ordering any missing material• Scheduled and confirmed future sites• Created multiple MS Excel sheets displaying site progress and issues• Answering all calls to clock technicians in and out while obtaining deliverables in order to show our client work that has been done• Inspected all deliverables to meet clients’ needs and if any issues needed to be fixed prior to being released from site• Updating tickets with vital notes in order to allow the next technician to either take next steps of action or read on any crucial issues needed to be looked for at site Show less

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  ITP - Information Technology Professionals

  Apr 2017 - Jan 2018

  Technical Service Engineer

  • Managed over 30+ client servers• Network management• New user account creation• Cisco Meraki port management• VMWare ESXi and Vsphere Management• Worked with Windows / Apple / Linux machines• Network printer management• Citrix Xen troubleshooting• Worked multiple emails in queue• Remote server management, patching.• Used MXtool to remove DNS from blacklist• Data recovery with Veeam / Windows Shadow backup• Troubleshoot Windows operating system and Mac OS machines Show less

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  Clarity Technology Group, Inc.

  Jan 2018 - Jan 2019

  Helpdesk Analyst level 2

  • Repair computers remotely• Use Office 365 tools• ServiceNow ticketing system• Manage networking equipment (Switches, Access points)• 3CX phone systems• Datto backup system management• Veeam backups management• Active Directory management• Fix any printer issues and setup new devices with scan to print

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  Exact Sciences

  Feb 2019 - May 2022

  Veeva system administratorCreating and managing the user accountSpark connectionsManaging Sandbox domainsCreating studies in a production environmentManaging both CDMS and Production environmentsProvide user access to the External Okta environmentWorked tickets using the ServiceNow ticketing systemData edits in Veeva system • Manage building with over 100+ users alone• Use Office 365 tools• Setup Cisco VOIP phones• Use SCCM to image new computers and laptops• Create and manage all users and shared mailboxes on office 365• Work with Directors and VP clients in order to setup or manage onsite equipment• Manage onsite network equipment

  • Application Analyst

    May 2021 - May 2022

  • Desktop Support Engineer

    Feb 2019 - May 2021
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  Dean Health Plan, Inc.

  May 2022 - Oct 2022

  Senior Desktop Support Technician

  Supporting end users on their daily needs with all software and hardware needs.- SCCM packaging and monitoring- Active directory managment- Print server management- Assisting Directors and VP end users- Troubleshooting hardware equipment- Supported multiple insurance software and internal software- Fixed VPN issues (Global protect)- Office 365 tools- ServiceNow Ticketing system- VMware Horizon (Virtual desktop managment)- Papercut software management- Azure Virtual Machines configuration- Cisco IP communicator Show less

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  Insight BTR, Inc

  Oct 2022 - Feb 2024

  IT Consultant

  - Worked closely with laboratory leadership to deploy the correct desktops- Power Bi- Warehouse data setup- DNS IP management- Installed Cisco access points- Cisco switch troubleshooting (tone and activate)- Configured HP printers and Cannon printers using a print server- VOIP management- Azure navigation- DHCP reservation management- SCCM packaging and monitoring- Print server management- ManageEngine audit software management- Active directory management- Assisting Directors and VP end users- Troubleshooting hardware equipment- Supported multiple software (Solid Works, Minitab, Egnyte, 3x Logic, Safe Logic)- Fixed VPN issues (Global protect)- Office 365 tools- ConnectWise ticketing system- Spiceworks ticketing system- Server deployment and creating- Audit tool management (ADmanager, JTBFlex reporting)- Network switch troubleshooting and onsite troubleshooting. Show less

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  Stafford Rosenbaum LLP

  Nov 2024 - now

  IS specialist