Richard Wells

Experience

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  DePaul University (Loop)

  Jan 2005 - Jan 2007

  Field Support Tech

  • Job consists of monitoring/support of offices, conference rooms, computer labs managing/support of A / V equipment. • Maintain inventory, shipping and receiving of equipment• PC refresh, re-imaging of laptops/PCs, backups/ disk recovery• Maintenance of projectors, video cameras, making sure equipment is working properly, changing of projector bulbs. • Making sure the proper classes have proper tested and working equipment before classes start.• Delivering of parts and taking inventory of material as it comes in and go out, consists of monitoring PeopleSoft ticket system • Call Center Support responding to questions and utilizing listening skills to effectively support telephone communication• Effectively deal with job stress, angry callers, upset customers, and executive class users.• Use the most appropriate methods to communicate with different behaviors on the telephone/calls.• Responding to trouble tickets as generated or created including wireless issues and closing if resolved. Documenting, or adding notes regarding attempts made to resolve problem with a root cause analysis • Responding to NT tickets for Network and Telecommunication making sure Cisco and Nortel phone services are working properly, troubleshooting any telecom issues support VOIP phones replacing and installing • Set-up and configure BES accounts for Blackberry, communicating with service providers for usernames and passwords configuring and set-ups.• Set-up Blackberry sync for e-mail and calendar updates, also training for the use of Blackberry.• Including the Migration of Blackberry and IPhones.• Supporting varies department of University including Admissions, Records and Registration, Financial Aid, Academic Advising, and Law School.• Supporting of Mac OX, installation, set-up, security authentication, lock-outs and hardware/software.• Installing/Supporting Office Mac 2008/2011 • Training use of Boot Camp dual-boot from Windows XP to Mac OS X/Leopard Show less

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  KJWW

  Jan 2007 - Jan 2008

  Computer Support Technician

  • Responsible for stability and integrity of in-house voice, data, video, and wireless network.• Installation, monitoring, maintenance, support and optimization of all network hardware/software• Work independently and efficiently to meet deadlines soul-point-of-contact • Answer support related emails, phone calls etc...• Troubleshoot desktop/laptop hardware issues and Cisco telecommunication.• Networking of Printers, mapping printers, delivering monthly printer usage report for plotters• Mapping network drives, assigning permissions to groups and folders • Setup and distributed computers to new staff, installation of software when required. Setup of video conference sessions and PowerPoint presentations, miscellaneous hardware and software issues.• Configuring, migration and set-up of Blackberry and iPhone for e-mail and calendar sync.• Active Directory roles adding and removing users, groups, password resets and granting permissions. • Periodically travel to office location to provide onsite support, and project archiving. Web and Intranet page updates. • Provide technical support and guidance through Tier 2 support and works with vendors to resolve Tier 3 issues • Created blueprint/topology of Network Infrastructure, port locations, closet rack designing, switch/router wiring clean-up and labeling, • Running of cables, patching cables, troubleshooting port issues, activating ports, identifying current running, locating each port and tracking back to appreciate switch, labeling all port to match which closet and which port of the switch, full closet clean ups. • Re-routing cable runs to other closet to free up space in main closet DATABASE SUPPORT TASKS:• Data cleanup and conversions, data auditing, QC tracking and document support, setup workflows in Vision • Utilizing SQL Server for scripting logs.• Creating and managing an inventory database for all hardware/ equipment• Designing blueprint/floor plan for network infrastructure Show less

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  RW Technologies

  Oct 2008 - Dec 2010

  IT Consultant/ IT Support Technician

  • Building refurbished computers, formatting drives, upgrading RAM, upgrading processors according to board stats.• Transfer/Backing up user profiles using Windows Easy Transfer• Re-imaging Win XP or Vista PC/Laptops for upgrades to Win 7 via WDS server, PXE Boot• Installing upgraded OS, Anti-virus, Office XP, upgrade media drives, and applications. Updates and necessary drivers• Set-up for Point-of -Sales systems in small offices for barcode scans and signature signing for usage of credit cards.• Phone support on daily bases utilizing the following for remote end-user support: LogMeIn, ShowMyPC, Join.me, and TeamViewer.• Supporting users providing Raven Fan Customer Service via phones, e-mails, or in person • Understanding the impact of attitude in handling calls professionally• Provide remote, and onsite technical services, resolve technical issues that involve desktops, laptops, Windows servers, firewalls, various consumer desktop applications found in small/medium size business environments, including Windows server products and Microsoft infrastructure applications such as Exchange, SQL, and Microsoft Office 2010.• Printer repairs, configurations setup and install networking or mapping of printers/all-n-one, • Sales and Servicing of computers, and entertainment electronic equipment TV’s, LCD/LED/DLP, etc…• Utilize best practice IT procedures for support between executive offices, staff/ students /faculty office/areas and onsite with the ability to convey essential information to clients while providing a high-level of communication.• Wireless APs set-up and configuration, Lead PC Deployments/ PC Refreshes, roll-outs and lock-downs• Virus repair with data-backup, system backup and recovery, data restore and recovery of system files. Show less

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  Kaplan University

  Jan 2009 - Feb 2010

  Technical Representative / (Project)

  • PC Refresh, SCCM Deployment, desktop, Laptop, and printers• Unpacking, creating inventory/asset for equipment, labeling by location/MAC/PC names• QA test, Workstation Build/ Lockdowns• Mounting and scrapping of LCD’s and Desktops• Adding printers to domain and configuring network IPv4/IPv6• Set-up of office Laptops w/t docking stations • Imaging new PC/Laptops and Re-Imaging 500 desktops and laptops by departments• Following scripted installs, mapping drives

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  Global Resources / JPMorgan Chase

  Jan 2010 - Oct 2010

  Lead Technical Representative / (Project)

  • Large deployment, desktop, laptops, and printers• Leading a team of 12 Techs assuring phase 1,2,3 were being followed• Assuring the appropriate workflow sheet / script is assigned to Techs by team• Answering any questions pertaining to the steps taken to complete each phase• Providing material, hdmi dongles, cables, mouse, keyboard,• Verifying each phase is completed before moving on to the next phase • Verifying all check sheet are completed after Phase 3• Networking printers, configuring IPv4/IPv6, mapping drives• QA test, One Desk PE boot, and Workstation Build/ SMS• Utilizing deploy application such as ACT, SCCM, and USMT.• Rollouts and lockdowns, inventory Show less

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  Citi Group

  Jan 2010 - Jul 2010

  Lead Technical Representative / (Project)

  • Large PC deployment, desktop, laptops, and printers• Removing legacy machines and connecting new computers• Configure NIC, Static IP, Subnet Mask, Gateway, Preferred DNS, and add WINS server.• Join Domain, add Local Admin Group, configure BIOS settings and OVCM• Mapping drives, mapping of printers, networking printer • QA test, Workstation Build/ SMS • Utilizing deploy application such as MAP, MDT, ACT, SCCM• Inventory checks before and after• Lock-downs and roll-outs Show less

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  Enterprise Integration

  Jan 2011 - Jun 2013

  • Serve as point-of-contact for all 1200 managed critical production servers and liaison between upper management and Service Desk for Acosta Managed Server Monitoring • Responsible for driving performance against agreed Service Level Agreements (SLA’s)• Communication link between the front-line and management• Develope team to maximize their strengths and enhance productivity using ITIL best practices.• Works close conjunction with Managers, Director, CEDs, Client Engineers, and Monitoring Engineers.• Receive and respond to incoming calls, pages, e-mails regarding managed production devices/servers being monitored• Supervise all aspects of Customer Support including Workforce Management, Service Level Management and Customer Relationship Management.• Participate in required training, daily Production Review conference calls, weekly Change Management CAB call or other related events • Practice good communication skills being a natural leader• Disseminates information to the team and forwards information to up line in a timely manner• Work closely with team members to complete clients request• Generating ideas and implementing methods to improve escalation processes • Creating, flowchart keeping updated with escalation processes and contact info• Providing the Service Desk with detailed instructions and imperative information regarding procedures to follow regarding 24/7 escalations• Tracks and submits ideas and solutions to the client IT Director for service based on observations and analysis• Utilizing N-Central monitoring tools for monitoring business critical systems, managing custom reports to meet the client IT needs, putting servers in downtime and executing changes, add/remove/modifying.• Utilizing ServerAlive for monitoring, scheduling downtimes for production critical Database Servers (Catalyst, Oracle, NARS, Web monitoring, & Informix DB)• Ensuring systems are functioning at optimum levels while maximizing system availability• etc... Show less • Serviced as dashboard, First Touch Technician within 30 minutes of all tickets generated by client W&O• Delivering dedicated attention to W&O with + 1 service • Responsible for driving performance against agreed Service Level Agreements (SLA’s)• Communicate with client for strategy to be carried out for new escalation processes to be added to flowchart• Addresses complicated issues that are escalated by team members• Works close conjunction with Service Desk Director, Account Executive and team to ensure organizational employees are working at their optimal best daily • Practice good communication skills being a natural leader• Disseminates information to the team and forwards information to up line in a timely manner• Sending out Team e-mail for details and imperative information regarding processes to be used for escalation• Posting of documentation, training when necessary to fully support clients’ needs• Staying close to team members to recognize their shortcoming or weaknesses and address these• Perform as liaison between upper management and service desk• Responding to a P1 (only) dashboard by directly calling out to each and every user to validate issue• Reviewing P1 tickets, seeking detailed information within the ticket for understanding of users request or issue • Notify users ticket has been acknowledged and retrieving further details to assist right away• Acknowledging and calling out to all White Glove tickets and treating each request as to be critical • Creating AD accounts for New Hires given access as requested per approvals• Added/creating user to Groups, folders, Shares, distribution list• Adding user to the Exchange server• Granting Access for VPN • Mapping printers or network drives per approvals• Follow up on ever ticket by contacting user for a status update• Keeping an open-line of communicating between user and (first person touch) assuring user that I will drive the ticket from start to finish. Show less • Perform as a Service Desk Agent for the IT Service Desk on the Shared Service accounts• Supporting Incident and Request calls• Generating Incident and Request tickets using Connect Wise• Monitoring networks, routers, switches, and servers using NCentral monitoring system• Recognize problems and conduct root cause analysis• Works with all clients with a general understanding of those clients.• Significantly impact ticket backlog and improve customer satisfaction on the service desk.• Create a positive, efficient, cost-effective customer experience. • Create detailed documentation on each ticket within Connect Wise ticketing system• Work with additional teams to resolve common service desk issues.• Perform remote analysis, diagnosis, and resolution of complex system problems for a variety of technologies, devices and end users, implementing remote corrective solutions• Document service desk processes to improve customer service and efficiency• Ability to explain complex technical issues in a way that non-technical people may understand.• Work with end users to deliver support defined by contracted Service Level Agreements• Several password resets and account set-ups• Create (RCA) Request Change Access for Request tickets• Ensure issues and their related resolutions as well as repeatable processes are documented and published.• Following P1 process for resolving P1 tickets • Using P1 communicator to send out updates and status of P1 ticket• Creating P1 bridge if necessary to resolve, inviting management, Engineers, for a bridge communciation • Meet ticket quota as established by leadership, P1 and P2 SLA attainment > 90%• Administered Termination and New Hire process • Verify all proper documentation, contact info, and details attempted are within the ticket before escalating to Service Desk Technician Show less

  • Service Desk Lead (Acosta, Inc.) Monitoring Managed Servers

    Jun 2011 - Jun 2013

  • Service Desk Technician / W&O First Touch Technician (Project)

    Sept 2011 - Nov 2011

  • Service Desk Agent

    Jan 2011 - Jun 2011
• 

  Landstar Systems Holdings, Inc.

  Jun 2013 - Sept 2016

  Desktop Support Engineer

  The Desktop Engineer is responsible for planning, design, implementation, maintenance, and support of endpoint systems management infrastructure and tools. Current lead on most SCCM and 3rd Party Update initiatives at the JAX location (headquarters). Enabling IS-Purchasing to leverage the Software Library component of SCCM to deploy software. Create/Modify MSPs, Collections, and Uninstall Packages/Applications for Microsoft Visio, Project Professional and Standard 32/64-bit, and Internet Explorer 11. Design, develop and build deployment plan for enterprise wide operating system images for Windows 7, Windows 10, and various custom image builds for certain departments (Tech-Writer/BA, Quality Assurance, EDI). Led the implementation to Windows 10 over more than 200 devices. Using USMT for profile migration, creating Scan State and Load State custom .bat files for migration from Window 7x64 to Windows 10x64 ENT. In this role I am also responsible for endpoint lifecycle-management activities including: Hardware and Software Standards Recommendation, Operating System Deployment, Software Distribution, Application Packaging, Custom Automation/Script Development, Software Update Management, User/System-State Management, Process and Procedure Definition and Documentation, Knowledge Base Creation, Root Cause Analysis, Tier 3 Incident Management for all Endpoint-Related Technologies, BitLocker Administration and Monitoring, Exploiting experiences with Windows Operation System imaging, software/distribution, and Microsoft patch management - Microsoft Deployment Toolkit, Windows Deployment Services MDT/WDS, and Deploying Clients for System Center 2012 Configuration Manager. Develop and maintain a robust repository database for technical documentation, work instructions, reliable methods for image management, SCCM package deployments, and Standard Operation Procedures (SOP’s). Implementing Best Practices with a strong foundation in ITSM frameworks including ITIL v3. Show less

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  TEKsystems

  Sept 2016 - Sept 2017

  Desktop Engineer with Ascension Technologies (AT)

  Maintaining SCCM infrastructure and troubleshooting day to day operations, running reports and doing console work within SCCM 2012. As an SCCM engineer my role is critical to the safety of the production environment and helps prevent the introduction of bad or untested code into production. I'm responsible for creating custom installation packages for SCCM, deploying applications, packages and software updates, troubleshooting and remediating any deployment issues. Providing daily top tier 3 support, creating custom MSSQL queries for SCCM reporting, training and support the full Desktop Engineering team. Responsible for creating and testing 3rd party scripts in a virtual environment to be wrapped using PowerShellAppDeployToolkit to push applications through SCCM. Show less

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  Ascension Technologies

  Sept 2017 - Nov 2021

  Technical Engineering Analyst

  National Deployment (SCCM) Engineer responsible for infrastructure and standards across all ministries. Managing the deployment and security of devices and applications across the infrastructure. Maintaining the day to day SCCM infrastructure including imaging, package/application builds, automation standards for all desktops, creating query base reports and collections, baselines and configuration item reports, monitoring deployment status and delivering timely reports back out to the customer. Maintaining and training on new equipment and technologies. Such as, Office 365 2016 identity and portal usage, SFB 2016, Azure AD, MDT, ConfigMgr, SCCM 2012 R2, Adaptive (Onsite/Client Health), PowerShell 5.0, PSAppDepoy Toolkit, Group Policy Manager, Azure AD Connect, and managing OU's. Manage the deployment and testing after the build process and UAT testing done by Packaging team for multiple concurrent releases before going to production. Manage all (FLJAC) Jacksonville, FL. ministries Southside/Clay/Riverside deployments and patches to workstations and configuring exclusions list for devices to be exclude from receiving production patches such as (Merge Radiologists, PACS, ONTRACE, AIMS) including Wanna-Cry remediation, managing all device collections via SCCM. Planning and Deploying Applications and Updates to Win7 x64 and Win10 x64 to be deployed out to end-users via SCCM 2012r2 utilizing the application model with Software Center. SME for the Skype for Business 2016 and O365 2016 migration and support. Responsible for documentation to be provided and uploaded to a centralized repository for access for the local Field Services team. Recognized by management and leadership for dedication, with consistent record of quality performance. A dedicated employee who accepts accelerated levels of responsibility and consistently delivers exceptional results. Considered, a self- motivator with proven ability to learn and implement emerging technologies. Show less

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  One Call

  Nov 2021 - Oct 2023

  Service Delivery Engineer II

  Service Delivery Engineer II, performs installation, configuration, maintenance, and upgrade activities for PC systems. Troubleshoots and repairs PC system failures or problems. Brings value to the organization with suggestions and implementations of these best practices. Monitors Desktop engineering ticket queues throughout the day and provides customer service as required to meet and exceed customer service level agreements (SLA's). Responsible for ensuring the efficient operation and management of PC systems deployed throughout the enterprise. Collaborate closely with Cyber Security team to quickly patch all vulnerabilities as discovered. Enforces IT Security Policies in cooperation with and under the direction of IT Security leadership. Performs installations and maintenance of all appropriate IT system upgrades and recommends changes required for operating efficiently. Provides technical support activities for a software production processing environment. Installs, maintains, and supports application/source code and/or its components and subsystems, including 3rd party software. Detects, diagnoses, and reports related problems. Analyzes and resolves incidents, problems, or known errors related to failures in application and supporting software components. Provides twenty-four-hour support for applications and supporting software. Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors. Provides standardized operational reporting metrics to business as well as information technology management. Monitors and maintains product availability, capacity and performance for products based on defined service level. Participates in change management reviews, confirmation of changes implemented and validate associated documentation. Ability to provide on-call support and extended working hours when called upon and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times. Show less

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  TEKsystems

  Mar 2024 - now

  SCCM Engineer III | ECU Healthcare

  SCCM Engineer (Modern Workspace Engineer III) is responsible for helping to build out the SCCM/MECM environments across all ECU Healthcare locations. Helping to support the network infrastructure space at ECU Healthcare. Execute and maintain all best practices for desktops, laptops and thin clients. Experience in green field and SCCM/MECM environment, standing up the primary servers, pushing out distribution points, and installing management points. Responsible, for the physical build, troubleshooting, and maintenance of the SCCM environment. SCCM Engineer provides Tier 3 technical support to the Desktop and Client Services Technicians and closely collaborate with Service Desk and Infrastructure teams. SCCM team uses SCCM with Patch-My-PC add on to help augment and image devices. Proving abilities to maintain, optimize, and troubleshoot servers, review logs to troubleshoot broken distributions and management points. Building reports and dashboards on the data retrieved from SCCM applications that is stored in SQL database. Additional Skills & Qualifications▪ Deploy, and maintain enterprise computing solutions ▪ Active Directory/Group Policy troubleshooting.▪ Mentor Engineer I team members and serve as point of escalation for more complex issues▪ Lead administration of assigned support systems within the delivery portfolio such as SCCM, Intune, HPMD, Imprivata, PDQ..▪ Lead patch and vulnerability activities to ensure a healthy, secure, and stable infrastructure.▪ Assist in the development of baseline KPI’s and perform capacity and performance reporting to ensure compliance▪ Monitor assigned systems and proactively implement changes to reduce risk and minimize unplanned outage or performance issues.▪ Provides well-written and effective professional and technical documentation.▪ Collaborate with team members, colleagues, consultants, and vendors to effectively analyze and resolve moderate to complex issues Show less