Reginald Blanchard
Fort Worth,TX
Summary
Field support professional equipped to drive operational success through strategic planning and resource management. Strong focus on team collaboration, delivering results, and adapting to evolving needs. Reliable in managing multiple priorities, enhancing customer satisfaction, and optimizing field operations. Skilled in troubleshooting, technical support, and process improvement, with proactive approach to problem-solving and communication.
Overview
25
25
years of professional experience
1
1
Certification
Work History
IT Field Support Manager
Computer Pro Network
04.2000 - 02.2025
- Directed regional support teams to improve service delivery and operational efficiency.
- Improved client satisfaction by resolving escalated issues and implementing streamlined processes.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Directed a high-performance support team of 15 technicians for over 500 end-users across multiple corporate locations using Service Now and Fresh Desk ticketing systems.
- Managed user accounts in a Microsoft Exchange environment using Office 365 admin, Active Directory, and Azure.
- Managed physical and virtual remote servers and configured Active Directory containers through Remote Desktop Connection.
- Oversaw technical support initiatives for maintaining optimal equipment functionality.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Coordinated field-based operations, ensuring timely completion of projects and adherence to company standards.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Coached employees through day-to-day work and complex problems.
- Reduced response times for service requests through effective coordination of field staff.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Established strong partnerships with vendors and suppliers, ensuring timely delivery of replacement parts and minimizing service disruptions.
Operations Specialist
Brillio
08.2020 - 01.2022
- Responding to technical queries and issues, resolving problems in a timely manner, providing technical recommendations
- Problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members
- Providing exceptional customer service in person, via phone and email as appropriate, resolve help desk issues including troubleshooting hardware and software issues, performed user administration duties via OKTA, O365, Kaseya, Active Directory, and Exchange
- Remote Desktop support, advanced printer / peripheral device troubleshooting, TCP/IP, DNS and DHCP, Remote support for handheld smartphones and tablets, Windows 7, Windows 8, Windows 10, Windows Server 2008 and 2012, Small Business Server 2008/2011 and Patch management
- Streamlined logistics processes, which resulted in a 15% improvement in inventory turnover rates through the implementation of an advanced inventory management system and continuous improvement practices
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
Technical Support Specialist/Network Administrator
G-Bar Limited Partnership (Chicago Stock Exchange)
11.1999 - 03.2000
- Responsible for maintaining and configuring handheld computers and computer workstations used by stock traders
- Managed ticketing system via Magic Solutions and Zen Desk.
- Deployed new PCs and Sparc servers.
- Managed remote servers, general and daily server maintenance and printer administration with high-level security clearance.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Monitored system performance and responded to alerts.
- Managed data backups and disaster recovery operations to comply with business continuity initiatives.
- Resolved 20 technical support inquiries per day.
Education
HS Diploma - electronic circuit board design, computer programming via COBOL 85
O’Fallon Tech High School
St. Louis, Missouri01.1987
Skills
- Strategic Operations Coordination
- Customer Engagement
- Office 365 Support Specialist
- Collaborative Leadership
- Project Management Coordination
- Azure Platform Experience
- Strategic Analytical Thinking
- Conflict Management
- Effective Time Management
- Meticulous Attention To Detail
- Supplier Relationship Management
- Effective Communication
- Staff Resource Management
- Self-Motivated Professional
Certification
- Lenovo repair certified
- Citrix Certified Sales Professional
- Dell repair certified
- A plus Certification
- HIPAA Certificate holder (3 from Federal Government V.A.)
Timeline
Operations Specialist
Brillio
08.2020 - 01.2022
IT Field Support Manager
Computer Pro Network
04.2000 - 02.2025
Technical Support Specialist/Network Administrator
G-Bar Limited Partnership (Chicago Stock Exchange)
11.1999 - 03.2000
HS Diploma - electronic circuit board design, computer programming via COBOL 85
O’Fallon Tech High School
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