FRANK CARTER
IT Professional
Conyers,GA
Summary
IT Professional Dedicated IT professional with over 13 years of experience working collaboratively with development teams or directly interfacing with end-users. Managed to achieve a stellar record of resolving 97% of owned tickets by the SLA agreement in place. Also, well-versed in Software Support with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise. Looking for an environment where there will be opportunities to grow and share gained experiences. Skilled problem-solver able to communicate with users at all levels of technical proficiency.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Software Support
Ricoh USA
Tucker, GA
01.2022 - 04.2023
- Provided L1/L2 Support for 300+ organizations using Ricoh Integrated Cloud Environment (ICE) and Ricoh Smart Integration (RSI) cloud-based apps and workflow integration
- Provided support as subject matter expert on critical Professional and IT Services including: Workflow, Cloud, Behavior Modification, Capture, EDM, IT, Networking, Telephony and server based fax technology
- Collaborated with Software Incident Engineer with creating new and updating current documentation
- Developed tools to lessen or eliminate operational burdens for teammates, expediting initial development and software patch iterations.
- Analyzed supportability aspects of proposed products, defining required remote and on-site support assets needed for adequate post-sale sustainability.
- Provided initial support on software tickets submitted for ICE/RSI, maintaining resolution rate of 96%.
- Collaborated with content acquisition teams to verify licensing and ownership of digital assets incorporated into RSI/ICE.
Technical Support
Ricoh USA
Tucker, GA
11.2019 - 01.2022
- Provide daily support for network and workstation printers for 300+ companies.
- Continuously maintains printer fleet tools/databases.
- Performed over 35 customer support troubleshooting requests daily and ensured resolutions were quickly, accurately, and professionally.
- Provide end users with detailed remote access knowledge and documents complete trouble shooting information.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Technical Analyst
Union Home Mortgage
Strongsville, OH
09.2018 - 07.2019
- Provided support through astute troubleshooting methodology for 1000+ employees
- Worked with Network Systems Administrators to solve complex problems and relay to field employees
- Maintained accountability for incident prioritization and resolution
- Resolved 100% of tickets by SLA agreement
- Addressed full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, onboarding, etc
- Served as liaison with IT staff and appropriately documented problem resolution or referrals
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Authored technical requirement documentation to suit business goals and technological limits.
Technical Support Analyst II
ADP LLC
Independence, OH
06.2010 - 08.2018
- Performed technical support to clients regarding resolution of product Security, Backup & Recovery Solutions hardware, software and operating system issues via phone or remote access
- Established support to end users, including installations, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives
- Tier II escalation team responsible for triaging 35 tickets or more for same day turn around of complex issues
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
BBA - Business Administration
Cleveland State University
Cleveland, OH 08.2015 - 05.2017
Associate of Applied Science - IT Networking /Software/Hardware
Cuyahoga Community College
Cleveland, OH 01.2006 - 01.2007
Skills
Cloud Services/Management
undefinedTimeline
Software Support
Ricoh USA
01.2022 - 04.2023
Technical Support
Ricoh USA
11.2019 - 01.2022
Technical Analyst
Union Home Mortgage
09.2018 - 07.2019
BBA - Business Administration
Cleveland State University
08.2015 - 05.2017
Technical Support Analyst II
ADP LLC
06.2010 - 08.2018
Associate of Applied Science - IT Networking /Software/Hardware
Cuyahoga Community College
01.2006 - 01.2007
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