Al Ricafrente
Little Elm,TX
Summary
Proactive and goal-oriented professional with exceptional time management and problem-solving skills. Recognized for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and make significant contributions to organizational growth.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Centralized New Market Implementation Coordinator
TDS Telecommunication, LLC
2023.07 - 2024.09
- Coordinated project schedules with various departments to ensure alignment of resources and minimize conflicts or delays in implementation timelines.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Consistently met or exceeded 30 tickets per day, 150 per month.
- Worked effectively in fast-paced environments.
- Passionate about learning and committed to continual improvement.
SaaS Enterprise Support Engineer
Trintech, Inc.
2022.08 - 2023.07
- Contributed to the development of internal resources by sharing knowledge with peers on emerging trends or technologies in the industry.
- Improved system performance by troubleshooting and resolving complex technical issues for enterprise clients.
- Boosted client confidence through consistent delivery of exceptional customer service experiences during high-stress situations.
- Established strong relationships with clients, fostering trust and open communication to better understand their needs and expectations.
- Enhanced customer satisfaction by providing timely and effective technical support via phone, email, and remote access tools.
IT Project Engineer
Roland Technology Group
2020.12 - 2021.07
- Collaborated with cross-functional teams to identify project requirements, define scope, and establish priorities.
- Established clear lines of communication between team members, fostering collaborative work environment that encouraged innovation.
- Managed stakeholder expectations throughout duration of each project while maintaining strong relationships with clients.
- Enhanced system performance through thorough analysis, identifying areas for improvement and implementing necessary changes.
- Achieved on-time delivery of approximately 10 concurrent projects by effectively allocating resources and prioritizing tasks.
Service Desk Analyst
Barings
2019.12 - 2020.07
- Engaged in user support interactions via telephone, chat and email platforms, utilizing Kaseya.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Served as primary point of contact for all IT-related queries within organization, directing users to appropriate resources when necessary.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Supported diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Consistently met or exceeded key performance indicators related to service quality and response times.
Field Broadband Technician III
TDS Telecommunication, LLC.
2018.09 - 2019.03
- Contributed to increased company revenue by upselling additional services and products to customers during installation visits.
- Improved customer satisfaction by efficiently diagnosing and resolving broadband connectivity issues.
- Streamlined work processes by collaborating with team members on complex installation projects.
- Promoted safe working environment by adhering to company safety guidelines during installation and repair operations.
- Coordinated with outside contractors when necessary, ensuring seamless integration between various aspects of project scope.
- Utilized advanced diagnostic tools to quickly pinpoint connectivity issues within customer networks.
Technical Support Engineer
DigiCert, Inc.
2017.08 - 2018.07
- Responded to customer requests via phone call, chat and email for SSL certificate installation and validation in busy call center; escalated critical incidents to management
- Worked cooperatively and aided international team members, providing training and explanation of existing workflow processes
- Interfaced with firewall and local server security roadblocks causing SSL cert issues
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Consistently met or exceeded performance metrics, contributing to overall team success.
Senior Infrastructure Engineer
Phase One Enterprises, Inc.
2000.01 - 2017.01
- Oversaw 15-strong team of engineering personnel.
- Established robust backup policies that safeguarded valuable company data while reducing overall storage costs.
- Enhanced network performance by implementing and maintaining cutting-edge infrastructure technologies.
- Played a key role in organization's digital transformation journey by enabling agile infrastructure solutions that supported evolving business needs.
- Reduced downtime and increased system reliability through proactive monitoring and maintenance of critical infrastructure components.
- Spearheaded migration of legacy systems to modern platforms, resulting in improved functionality without sacrificing security or compliance requirements.
- Championed culture of continuous improvement among team members through knowledge sharing sessions and training opportunities related to new technologies in field of Infrastructure Engineering.
- Developed proposals for clients outlining project scope and timeline.
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
Education
Some College (No Degree) - Toyota Mechanics
Cypress College
Cypress, CASkills
- Root Cause Analysis
- Teamwork and Collaboration
- Customer Service
- Attention to Detail
- Multitasking Abilities
- Excellent Communication
- Active Listening
- Problem-solving aptitude
- Organization
- Operational Efficiency
- Troubleshooting
- Technical/Mechanically Inclined
Certification
Lean Six Sigma Green Belt Certified
OSHA 10 Certified
Smith System Commercial 26,000 lbs Vehicle, Driver & Safety Certificate
DOT Medical Card
NCTI Low Voltage Telecommunication Certified
CPR/AED Certified
Timeline
Centralized New Market Implementation Coordinator
TDS Telecommunication, LLC
2023.07 - 2024.09
SaaS Enterprise Support Engineer
Trintech, Inc.
2022.08 - 2023.07
IT Project Engineer
Roland Technology Group
2020.12 - 2021.07
Service Desk Analyst
Barings
2019.12 - 2020.07
Field Broadband Technician III
TDS Telecommunication, LLC.
2018.09 - 2019.03
Technical Support Engineer
DigiCert, Inc.
2017.08 - 2018.07
Senior Infrastructure Engineer
Phase One Enterprises, Inc.
2000.01 - 2017.01
Some College (No Degree) - Toyota Mechanics
Cypress College
Lean Six Sigma Green Belt Certified
OSHA 10 Certified
Smith System Commercial 26,000 lbs Vehicle, Driver & Safety Certificate
DOT Medical Card
NCTI Low Voltage Telecommunication Certified
CPR/AED Certified
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