Rick Garcia

Experience

• 

  Texas Trust Federal Credit Union

  Mar 1994 - Mar 2002

  Desktop Support Specialist
• 

  LSG Group

  Mar 2002 - Jun 2007

  Desktop Specialist

  LSG Sky Chefs; 2002 - 2007Information Technology Specialist (North America)Facilitate operation of regional and global IT/Security administration initiatives including rapid deployment, business continuity planning and optimization enterprises for multi-location global airline catering company.• Key member of the LSVI Global Initiative Project Team.• Responsible for creating all PC accounts, software profiles and user groups for regional end users including monitoring adherence to company security mandates.• Primary technical support for all company sponsored software applications, encompassing product selection and upgrades including peripherals and inventory control. • Managed and maintained the security server for entire North America Region.• Partnered with 3rd party service provider (LSVI) to resolve issues during project implementation.• Effectively resolve trouble tickets – prioritized based on critical nature to minimize user downtime and improve productivity and business continuity.• Implement optimization strategies for user equipment ensuring compatibility to company infrastructure standards.• Support all company sponsored applications (CODA, KRONOS, LAWSON, Essbase, etc.) while successfully implementing the engineering and deployment phases of a company sponsored global desktop image. • Global deployment and administration of Server and Client software tools and applications for LSVI (LAN Supervision Inc.) software deployment and packaging system. • Software testing, troubleshooting and installation for corporate and 3rd party applications and operating systems. Show less

• 

  LSG Group

  Oct 2007 - Mar 2011

  Security Specialist

  Oversee management of full-scope security administration, ensuring compliance and access control functionality for a multi-location global airline catering organization.• Responsible for managing the Physical Security and Loss Prevention programs in North America for the largest integrated in-flight catering company in the world. • Project Manager managing CAPEX budget. Responsible for negotiating all security related service contracts, overseeing the installation of all CAPEX projects (i.e., access control systems, CCTV systems, etc.).• Implemented new security and safety protocols that reduced: internal theft, OSHA violations, Lost Time incidents, Workers Compensation claims, Transportation Security Administration (TSA) violations, and improved client confidence. • Assist with development and implementation of policies and procedures pertinent to security for the security manual, act as an internal consultant by providing input and guidance regarding security policy• Improved annual Security Audit scores for all CSC’s• Evaluate and resolve security requests, including basic user issues and problems related to all aspects of security systems, in addition, troubleshoot problems and research solutions to a variety of user issues including KRONOS Clocks• Performed Security Audits at several CSC’s• Performed site surveys to improve security at CSC’s• Monitor controlled access, alarms, CCTV system, resolve issues and provide support for system maintenance• Administer all aspects of Diamond II security system, including configure an access control database system, establish privilege levels for operators and card holders, create unique card holder groups with varying access levels, initiate card actuated facility control functions, create customized automatic tasks and reports, establish scheduled events, perform system reporting tasks, maintain and backup the system and install and upgrade the system Show less

• 

  Lufthansa

  Mar 2011 - Apr 2015

  Logistics

  Lufthansa Systems; 2011 – April 1-2015 Desktop Tech / LogisticsFacilitate operation of regional and global IT/Security administration initiatives including rapid deployment, business continuity planning and optimization enterprises for multi-location global airline catering company. Assigned by Desktop Lead as Lead to prepare and stage all hardware for multiple US locations for Desk Space hardware refresh project rollout Provided Tier 2 and Tier 3 support Tracked and ensured SLA’s are met by third party vendors, increased SLA’s from an average 50% to a repeated 96% or higher Maintained laptops, desktops, printers, copiers Assigned and worked trouble tickets, RFC’s, NSO, and Web Shop Orders Assisted in creation and implementation of Break/Fix process for LSG Skychefs as well as staged and repaired all Break / Fix hardware Used Empirum and CMS (SCCM) for package and patch management for all company laptops and desktops. Single point of contact for 3rd part vendors across the US Responsible for 3rd party repair techs for remote site trouble tickets Responsible for repair of damaged hardware with selected vendor Supported asset inventory for LSG Skychefs and Lufthansa Systems Managed, validated and quoted internal software to ensure appropriate deployment to the customer  Support all company sponsored applications (CBASE, ADP, Essbase, etc.) Show less

• 

  IBM-purchased Lufthansa Systems

  Apr 2015 - May 2016

  CSR

  IBM; April 1, 2015-May 31,2106Systems Service Representative Lufthansa Systems was bought and all responsibilities transferred to IBMLufthansa Systems; 2011 – April 1-2015 Desktop Tech / LogisticsFacilitate operation of regional and global IT/Security administration initiatives including rapid deployment, business continuity planning and optimization enterprises for multi-location global airline catering company. Assigned by Desktop Lead as Lead to prepare and stage all hardware for multiple US locations for Desk Space hardware refresh project rollout Provided Tier 2 and Tier 3 support Tracked and ensured SLA’s are met by third party vendors, increased SLA’s from an average 50% to a repeated 96% or higher Maintained laptops, desktops, printers, copiers Assigned and worked trouble tickets, RFC’s, NSO, and Web Shop Orders Assisted in creation and implementation of Break/Fix process for LSG Skychefs as well as staged and repaired all Break / Fix hardware Used Empirum and CMS (SCCM) for package and patch management for all company laptops and desktops. Single point of contact for 3rd part vendors across the US Responsible for 3rd party repair techs for remote site trouble tickets Responsible for repair of damaged hardware with selected vendor Supported asset inventory for LSG Skychefs and Lufthansa Systems Managed, validated and quoted internal software to ensure appropriate deployment to the customer  Support all company sponsored applications (CBASE, ADP, Essbase, etc.) Show less

• 

  LSG Group

  Jun 2016 - Nov 2016

  HRIS Specialist

  Role Purpose Statement: Responsible for on-going day to day design of intranet pages by department, while maintaining corporate branding standards. Coordinate and assist project leads in training and implementations of new systems and processesProject Management  Assist in the testing and training aspects of HR projects and implementations including test scripts, testing and training coordination, training documentation and ongoing training support Assist with the execution of change management responsibilities as needed Work with project leads on any other project aspects as needed Conceptualize original ideas that bring simplicity and user friendliness to complex design roadblocks Create user flows, process flows and site maps to effectively communicate interaction and design ideas Interact with internal end users on all levels to help resolve internet application related issues and provide solutions & answers in a timely manner Serve as a technical and creative resource to user community and all other IT Ensure compliance with Global, Corporate, and Regional internet standards Usability experience (UX Design) Show less

• 

  Texas Health Resources

  Mar 2017 - now

  Service Now Application I Analyst

  Responsible for ensuring the accuracy of information entered into an organizations Computerized Maintenance Management System (CMMS) helping ensure operations are in compliance within organization standards, as well as any applicable state and federal regulations. The data validation specialist I also ensures that HTM meets goals for productivity, quality of service, and overall effectiveness. • Maintain and Troubleshoot CMMS Application (Service Now) with patches and version upgrades• Experience integrating CMMS with third-party tools• Ability to develop test plans and execute test cases with careful attention to accuracy and detail• Understanding of relational database management systems, stored procedures, and queries• Understanding of IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) frameworks• Understanding of Incident, Problem, Change, Knowledge, Event, and Configuration Management, and correlated functionality, in CMMS/Medical Devices• Communicates with BioMed Technicians, Managers, project team and vendors with analysis and design of business and critical requirements for new and optimized applications, system workflows, and ensure secure and stable architectures.• Change control, testing, and validating Service Now functionality• Involved in all phases of project development life cycle.• Code and Automate Preventative Maintenance procedures for all medical devices using HTML, XML and JavaScript• Support all Datrend equipment including V-Pads, A1, and Phase 3 devices Show less