Summary
Overview
Work History
Education
Skills
Education Certifications
Technical Toolkit
References
Timeline
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Jerricho Rose

Dallas,TX

Summary

Tireless IT Technician committed to supporting customer satisfaction with response times, resolution acceptance and communication. Amiable provider of invaluable services needed to keep businesses up and running. Versed in replacing and repairing damaged hardware and upgrading and installing anti-virus software.

Overview

14
14
years of professional experience

Work History

IT Technician

Reliant Rehabilitation
Plano, TX
05.2021 - Current
  • Provide 1st, 2nd, and 3rd level support to end-users via phone, email, and/or remote session
  • Provide support for over 10,000 users both at corporate, field facilities, and remote workers
  • Switchvox Telephony Administrator
  • Work with Azure AD Administration (Create, modify, and grant access)
  • Facilitate support calls with vendors (Microsoft, Zscaler, Xerox etc.)
  • Troubleshot system issues related to network connectivity, software installation and configuration, printing.
  • Worked on IT driven cost savings ISP project to save company spending
  • Participated in after hours on-call rotation
  • Setup/Config Zscaler ZDX monitoring solution.
  • Monitored system performance and implemented preventive maintenance procedures.
  • Worked with cross-functional teams to achieve goals.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
  • Documented repair processes and helped streamline procedures for future technical support actions.

IT Generalist 1

Remotely Piloted Solutions LLC
Dallas, TX
03.2019 - 02.2021
  • Executed the installation, diagnosis, repair, and upgrading of computer systems and software for deployment
  • Maintained workflow by setting up and maintaining Windows Based Servers and Active Directory
  • Provided IT solutions through the creation, deletion, management, and delegation of access for user accounts by expertly utilizing Active Directory and Microsoft Exchange and specific applications to the company (Hyena, Citrix Sharefile, DUO MFA)
  • Spearheaded the successful configuration and implementation of Ivanti Configuration Management
  • Served as a Point of Contact and support lead for 50% Citrix Virtual desktop environment
  • Drove IT operations by coordinating with the organization’s offsite backup vendor Iron Mountain
  • Configured live infrastructure monitoring utility. (Whats up Gold)
  • Utilized problem solving skills to troubleshoot technical issues related to software applications or hardware devices.
  • Coordinated with department heads to develop processes that improved efficiency across departments.
  • Created user accounts and managed access rights for users.
  • Installed, tested and evaluated new systems, applications and patches.
  • Maintained inventory of hardware assets including servers, laptops, desktops.
  • Assisted in the development of disaster recovery plans for different systems and networks.
  • Installed security software to protect networks.
  • Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Increased system security and performance with proactive changes.

Sr. System Specialist

Caliber Home Loans
Irving, TX
07.2016 - 03.2019
  • Resolved escalated tickets from help desk staff that require additional expertise or knowledge base research .
  • Coordinated software upgrades and maintenance releases with vendors to ensure timely delivery of service packs and bug fixes.
  • Imaged OS and software deployments throughout system and addressed implementation concerns.
  • Installed wiring, cabling and devices to establish, repair and improve network operations.
  • Worked with cross-functional teams to achieve goals.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Analyzed logs from various sources such as Event Viewer, Performance Monitor, for troubleshooting purposes.
  • Provided technical assistance to users in person, via phone or email.
  • Diagnosed network connectivity issues by troubleshooting LAN and WAN components including routers, switches and cables.
  • Managed day-to-day AV operations, supervising equipment removal and return.

IT Help Desk

HD Vest Financial
Irving, TX
05.2014 - 07.2016
  • Hired to manage calls from internal and external users and perform onsite work on printers, desktops, and laptops
  • Regularly communicated with users and executives regarding various technical support issues adhering to the organization’s quality control standards
  • Assumed full responsibility for working with the Access and Identity management (Active Directory) and Avaya phone system
  • Successfully worked with VM Ware, accessing printer servers, production serves, and dev and UAT servers
  • Spearheaded a hardware refresh that consisted of setting up and switching out old equipment with new equipment.

IT Support Specialist

Hewlett Packard Company
Conway, AR
02.2013 - 10.2013
  • Transitioned into a role providing customer support assisting with social media venues such as Facebook, Twitter, and other 3rd party vendor sites
  • Communicated and collaborated with colleagues to help pioneer the product roadshow, which led to the maximization of all business efforts
  • Continued customer service best practices by effectively working on customer desktops, notebooks, and other Hewlett-Packard products to improve the Hewlett Packard brand name.

Technical Support Agent

Hewlett Packard Company
04.2010 - 02.2013
  • Managed a high volume of inbound calls and resolved problems by clarifying issues, finding solutions, and being recognized as a top 15 Tech Support Agent for 6J, KV, and product lines for the fiscal year
  • Provided floor support to new-hires to maintain a high-level of work efficiency on a daily basis
  • Partnered with other organizational leaders to generate and take part in the rolling out of accessory training by establishing clear and concise expectations to ensure its success.

Education

Some College (No Degree) - Physical Therapy

University of Central Arkansas
Conway, AR

Some College (No Degree) -

Brookhaven College
Dallas, TX

Skills

  • Quality Assurance & Control
  • Technical Support
  • Report Creation and Delivery
  • Multichannel Communications
  • Solutions Implementation
  • Business Impact Analysis
  • Risk Management
  • Cross-Functional Team Collaboration
  • IT Infrastructure Assessment
  • Research Analysis
  • Optimization of Resources
  • End-User Support
  • Debugging
  • Hardware Installation
  • Application Installations
  • Software Updating
  • Troubleshooting and Diagnostics
  • Inventory Control Systems
  • Project Coordination
  • Component Replacement
  • Account Administration
  • Incident Management
  • VoIP Installation
  • Data Recovery
  • Online Chat Support
  • Mobile Device Repair
  • LAN/WAN
  • Service Schedule Coordination
  • Troubleshooting Network Issues
  • Software Evaluation
  • Hardware Upgrades
  • Support SOP Writing
  • Highly Professional
  • Auditing Service Requests
  • A Certification
  • File Management Software

Education Certifications

  • Bachelor’s Degree in Physical Therapy, University of Central Arkansas, Conway, AR
  • Some College Coursework Completed, Brookhaven College, Farmers Branch, TX
  • A+ Certification

Technical Toolkit

Windows 7, 8, 10, 11, Server 2012R2, 2016, 2019, Apple IOS, Android, Change Gear, Service Now, DeskPro, Ivanti, Office Suite (13,16,19, Office 365), Adobe Suite, Remote Desktop, Avaya IP Mgr, Cisco, DUO MFA, Ghost Cast 8.0, Veeam Backup, SCCM, Ivanti, TCP/IP, VPN, Encryption (Sophos), Anti-Virus, AD, Microsoft Exchange, DNS, DHCP, LogMeIn, Technical Troubleshooting, VDI(Citrix), Manage Engine (Service Desk, AD Audit, Self Service Plus), Server Patching, WUG (What’s Up Gold-Server, Network Monitoring application), Azure AD, Intune, Switchvox (Sangoma), Zscaler, Zscaler ZDX

References

References available upon request.

Timeline

IT Technician

Reliant Rehabilitation
05.2021 - Current

IT Generalist 1

Remotely Piloted Solutions LLC
03.2019 - 02.2021

Sr. System Specialist

Caliber Home Loans
07.2016 - 03.2019

IT Help Desk

HD Vest Financial
05.2014 - 07.2016

IT Support Specialist

Hewlett Packard Company
02.2013 - 10.2013

Technical Support Agent

Hewlett Packard Company
04.2010 - 02.2013

Some College (No Degree) - Physical Therapy

University of Central Arkansas

Some College (No Degree) -

Brookhaven College

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Jerricho Rose