Summary
Overview
Work History
Education
Skills
Timeline
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Carl Rice Jr.

Kansas City,MO

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing troubleshooting and software support to users and developing and implementing technical solutions. Adept at analyzing system performance to ensure optimal user experience.

Overview

19
19
years of professional experience

Work History

IT Service Desk Analyst

Clyde & Co
01.2022 - Current
  • Provide Tier 1 IT support to non-technical internal users through desk side support services.
  • Perform complex troubleshooting of end user applications on the front end (shadowing users and testing workflows) and back end (capturing log files) using various troubleshooting tools.
  • Use of Active Directory/Azure to reset passwords, add/remove users from groups, and update other company information.
  • Collaborate with different IT teams to ensure issues are addressed by the proper individuals.
  • Install and configure devices, peripherals, printers/scanners, and other needed hardware.
  • Use ticketing systems to document notes, resolutions, support actions and requests from end users.

Technical Support Specialist

Riverside Insights
01.2021 - 01.2022
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Responded to customer technical inquiries sent by email in a professional and timely manner
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Adhered to strict guidelines to protect sensitive customer information
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Sales Professional

Nebraska Furniture Mart
01.2014 - 01.2015
  • Sold Apple & PC computers, tablets, iPod’s, and services to meet customer’s unique needs.
  • Qualified each customer to tailor fit the right computer for their purposes.
  • Maintained the highest level of customer service with each customer.
  • Completed 1-on-1 computer/software setups and installs post sale when purchased by customer.
  • Possessed a thorough knowledge base of basic computer parts, functionality, and Microsoft Office.
  • Used POS systems to complete transactions.

Retail Consultant

Sprint
01.2012 - 01.2014
  • Offered solutions to customers that meet their individual lifestyle needs with accessory items.
  • Provided mobile device support to customers experiencing technical issues along with creating eTickets for each case.
  • Offered top notch customer service to each customer.
  • Used Microsoft Outlook for email services, scheduling, and communicating with peers.
  • Uninstalled and reinstalled apps as a 1st level triage; check all settings (OS and each app if need be); backing up devices; hard reset and restoring of data to cleared devices.

Aircraft Armament

U.S. Air Force National Guard
01.2006 - 01.2011
  • Loaded and unload aircraft with munitions.
  • Adhered to Technical Orders (TO’s) written for every armament task to be completed.
  • Used specialty vehicles to load and unload trailers.

Education

High School Diploma -

Raytown High School
Raytown, MO
05-2005

Skills

  • Citrix, DameWare, Bitlocker (Encryption), Microsoft Outlook/Word/Excel/PowerPoint, FreshDesk and ServiceNow (ticket queue), Active Directory, Azure Active Directory, Exchange Admin Center, FortiClient VPN, LAN/WAN
  • Application support
  • Hardware support
  • Incident Management
  • Remote Support
  • Security awareness
  • Desktop support
  • User Support
  • User credential management
  • Technical Troubleshooting

Timeline

IT Service Desk Analyst

Clyde & Co
01.2022 - Current

Technical Support Specialist

Riverside Insights
01.2021 - 01.2022

Sales Professional

Nebraska Furniture Mart
01.2014 - 01.2015

Retail Consultant

Sprint
01.2012 - 01.2014

Aircraft Armament

U.S. Air Force National Guard
01.2006 - 01.2011

High School Diploma -

Raytown High School

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Carl Rice Jr.