Richard B.

Experience

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  AT&T

  Jan 2015 - Mar 2016

  Universal Agent

  Coordinated with a team of people across the United States to provide Level 1 technical support.Provided technical support for internet, VPN, VOIP, POTS, and teleconferencing software.Coordinated with vendors and higher tier technicians to provide higher level support.

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  Diversified Media Group

  Jun 2016 - Jun 2018

  Tier 2 Technician

  Resolved hardware, software, and network issues, misconfigurations, and outages.Provided customer service, remote monitoring, maintenance for hundreds of network and audio/video devices.Trained over 20 NOC technicians in daily operations, troubleshooting procedures, and documentation.Collaborated with project managers and engineers from different departments to resolve issues, optimize support, and improve workflow.Used Connectwise and Salesforce for asset management and ticket management. Show less

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  TAG Online

  Feb 2019 - Feb 2020

  Web Developer

  Managed, maintained, and monitored over 30 Linux (Red Hat CentOS) virtual machines, servers, network devices, and workstations.Backup management, DNS requests and modification, email configuration, and user management.Followed best practices to ensure network and server security, which included proper file permissions, firewall management, and SSL certification. Experience with incident response, including backup recovery, responding to DDOS attacks, repairing compromised websites.Full stack development and deployed over 50 Wordpress sites using the LAMP stack. Show less

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  Variscale Services & Engineering

  May 2021 - Mar 2024

  L2 Service Desk Technician

  Expertise in diagnostics, troubleshooting, and customer service for hardware, software, and network related issues.Experience in network and server management, monitoring, and maintenance.Proficient with programming, scripting, hypervisors, and virtual machines.Familiarity with Linux, GitLab, Microsoft Office 365 products, AWS, Bash, JavaScript, PHP, Kubernetes, Docker, Service Now, ConnectWise, Salesforce, and cloud-based architecture and services.