NICKOLAS RICO
Port Washington,WI
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure available position. Ready to help team achieve company goals. As well, to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Central Administration Engineer
Websterbank/TATA Consulting
01.2021 - Current
- Active Directory Administrator
- Docusign Administrator
- Oracle Administrator
- Fedline Administrator
- Remote Desktop administration and troubleshooting
- Cisco Call manager administrator
- New Hire Processing
- Active directory administrator
- Video Conference coordinator
- Exchange Server Administrator
- Workstation Administrator account creator
- Process Termination for users
- Worked on multiple high-paced projects while driving to completion.
- Collaborated with other departments to facilitate successful project completion.
- Trained and mentored junior engineers, providing guidance and direction.
- Conducted research to identify and evaluate new technologies and concepts.
- Performed preventive maintenance.
- Performed exploratory analysis and research and presented results to technical and non-technical audiences.
- Implemented automated systems to improve accuracy and efficiency of engineering processes.
- Provisioning of email accounts
- Avalanche administrator
- Intune administrator
Systems Engineer
Reynolds Consumer Products/TATA Consulting
01.2020 - 01.2021
- SCCM administrative Support
- Endpoint Encryption & Antivirus troubleshooting
- Microsoft Outlook 2016 and O365 administration, trouble shooting, OWA troubleshooting
- Onedrive troubleshooting
- Remote Desktop administration and troubleshooting.
- Remote, , Citrix Win frame 1.7/Metaframe 1.8, MS SMS Servers
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Documented system configuration, mapping and processes.
- Delivered helpdesk service and support to customers.
- Approved tickets routed to the field for agents
- Processed reports stating agents’ progress and ticket routing status
- Created reports with recommendations to agents to increase knowledge of process
- 55-75 daily inbound call volume
- IBM PC/Dell Desktop Support
- Email support; MS Outlook and Lotus Notes 4.5
- Creation of new accounts for new employees
- System Admin in relation to creation of new Active directory, LDAP, SAP accounts for clients
- Created new knowledge documents for helpdesk by updating current database with new procedures and policies
- Suggested system updates or changes after conduct in-depth technical reviews.
Deskside Support
Pricewaterhouse Coopers/TATA Consulting
12.2014 - 01.2020
- Virus removal/ PC reimaging /Desktop Support
- McAfee Encryption & Antivirus troubleshooting
- Lotus Notes administration, trouble shooting, webmail troubleshooting
- Google mail and document troubleshooting
- Remote Desktop administration and troubleshooting
- Cisco Call manager administrator
- Asset/Inventory Management
- Active directory administrator
- Video Conference coordinator
- Disposal of Assets
- New hire advocate / preparing computers for new hires.
- Supported operating system and various tools and applications.
- Troubleshot problems or issues with desktops and laptops.
- Provided graphical user interface-level assistance with server configuration and administration.
- Documented troubleshooting and corrective actions in [Software].
- Disconnected and reconnected desktops and peripherals to support office moves.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
System Engineer
Banctec
04.2012 - 05.2013
- Server/Desktop support)
- IBM Sterling administration
- Desktop and Laptop support
- Administered Windows Server 2003 and 2008
- Processed multiple client’s FTP data delivery jobs
- Implemented Windows 7 upgrades
- Created and moderated Databases regulating SQL processes
- Active directory administrator for multiple clients
- Built server racks, software installations and server dismantling
- Office 2010 support
- 24/7 on call support rotations
Service Support Engineer (Desktop Support Technician)
Technology Service Professionals
08.2010 - 04.2012
- Desktop and Laptop support included both Hardware and Software Issues
- Deployed new Windows 7 machines to environment
- Active Directory administration
- Virus removal and identification
- Desktop support technician in Clean room environments
- Created and edited scripts for tools used for testing purposes
- Office 2007 and 2010 support
- Blackberry, Android and iPhone support
- Active sync support
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Connected to computer of client using remote link to install programs and applications.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Installed and maintained hardware and computer peripherals to store tangible components.
Desktop Support
Clark Consulting
01.2010 - 07.2010
- Spherical Server support/PBX Support
- Software installation
- Deployment of new hardware for users
- Built laptops and desktops for users
- Utilized Remedy and KSR ticketing systems
- Remote desktop support for users on offsite offices
- Printer support (hardware, change ink toner, replace rollers)
- Windows troubleshooting
- Office troubleshooting (Outlook, Word, Excel 2003 and 2007 support)
IPhone/ITunes Support
Apple
10.2008 - 03.2009
- IPhone technical support (application/hardware troubleshooting)
- Provided customer service via email support and inbound calls
- Set up user’s email on IPhone and application uploads
- ITunes support (inbound email troubleshooting)
- ITunes account set up and customer training on ITunes and IPhone features.
Desktop support
Research in Motion
03.2008 - 08.2008
- BlackBerry Desktop/BES support
- For inbound calls
- Multilingual- English, Spanish, Portuguese Support
- Supported POP 3, IMAP, Exchange, OWA email accounts
- Provided support of BlackBerry Devices along with Blackberry internet services
- LDAP Application Admin (Concur, Captura, PeopleSoft, Compliance Resource Center)
- SAP administrator
- Remotely accessed customer’s BlackBerry Enterprise Servers
- Trained new agents and updated training for current agents
- Provided email support for MS Outlook and Lotus Notes 4.5
- Created new accounts for new employees and customers on BlackBerry Internet service
- Created new knowledge documents for helpdesk by updating current database with new procedures and policies
- Used Remedy ticketing system
Education
No Degree - Computer And Information Sciences
Mountain View College
Dallas, TX2002
High School Diploma -
Moises E Molina High School
Dallas, TX05.2000
Skills
- Citrix, Oracle, Novell Cisco, Active Directory support
- IC wafer fab assembly and test experience
- Extensive customer support skills
- Supervisory and training experience
- PC support Level 2 & level 3 Desk side support
- Blackberry/IPhone/Android PDA Support
- Windows ME, XP ,Vista Windows 7 Windows 10, Windows 11 MAC OSX support
- Microsoft Office 2003, 2007 ,2010 ,2016 and O365 support
- Web Development
- System Administration
- Troubleshot Windows XP, Windows 7, Windows 8
- Office 2003, 2007, 2010 troubleshooting (Excel, Word, Outlook, PowerPoint, MS Project)
- Troubleshot Windows XP and Vista along with Office 2003 and 2007 (Excel, Word, Outlook, PowerPoint, MS Project)
- Kronos and Concur support
- Supported Windows XP, Vista Mac OS X, Leopard
- CSC-Computer Sciences Corp 8/2005 - 2/2008
- Multilingual Systems Analyst
- IT support for inbound calls
- Supported Novell, Unix, NT AS400, Oracle, Microsoft Exchange Server (Microsoft Exchange Server 55, Novell NetWare 4X & 50Black
- Cleared out print queue, reset account passwords, and administered profiles on AS400
- Opened database, cleared database, and restarted transactions on the AS400/Unix servers
- Black Berry Support, Treo and Blackberry wireless email devices (enterprise server admin, PDA support)
- 1st and 2nd level and 3rd Level Desktop support:
- LDAP Application Admin (Concur, Captura, PeopleSoft, Compliance Resource Center)
- SAP administrator
- Technical Writing
- VIP Support
- Tact and Discretion
- Infrastructure Improvement
- VPN Configurations
- Systems Integration
- Installation Monitoring
- Problem Resolution
- Data Management
- Ability to Handle Problems
- Applicant Support and Service
- Hardware Knowledge
- Analytical and Critical Thinking
- Attention to Detail
- Request for Proposals RFPS
- Building Codes and Permits
- Mac OSX and IOS Certified
Certification
Dell Hardware Certified Technician
MCTS Certified Technician
Toshiba Certified Hardware Technician.
CompTIA Certified Technician
Clean room certified Technician
Apple Certified Technician
SCCM Administrator
Hardware support
Avalanche Administrator
Intune Administrator
Microsoft O365 and Azure administrator
Rumba Administrator
Active Directory Administrator
Docusign Administrator
Oracle Administrator
Fedline Administrator, CompuCom Systems 8/2013 – 12/2014
Help Desk Administrator, Dell Hardware (PC/Server/Touchpad) Certified
Toshiba Hardware Certified
CompTIA A+
MCTS (Microsoft Certified Technology Specialist)
Apple IOS Certified
ITIL Certified
Apple Mac OSX Certified
Languages
Spanish
Native or Bilingual
Portuguese
Professional Working
Timeline
Central Administration Engineer
Websterbank/TATA Consulting
01.2021 - Current
Systems Engineer
Reynolds Consumer Products/TATA Consulting
01.2020 - 01.2021
Deskside Support
Pricewaterhouse Coopers/TATA Consulting
12.2014 - 01.2020
System Engineer
Banctec
04.2012 - 05.2013
Service Support Engineer (Desktop Support Technician)
Technology Service Professionals
08.2010 - 04.2012
Desktop Support
Clark Consulting
01.2010 - 07.2010
IPhone/ITunes Support
Apple
10.2008 - 03.2009
Desktop support
Research in Motion
03.2008 - 08.2008
No Degree - Computer And Information Sciences
Mountain View College
High School Diploma -
Moises E Molina High School
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