RICARDO BAEZ
Sr Contact Center Support Engineer
Aubrey,TX
Summary
Highly motivated IT professional with 16+ years of experience in Information Technology, including 2+ years of working with Genesys Cloud platform. Offering advanced skills in Azure infrastructure, services, and applications development. Proven technical troubleshooting, problem resolution, and team leadership skills. Excellent written and oral communication skills complemented by a strong work ethic. Seeking a position as a Contact Center Support Engineer to leverage my technical expertise in a collaborative agile environment.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
2
2
Language
Work History
Adaptive Resources
McKinney, TX
02.2022 - Current
- Designed, configured, and implemented contact center applications and technologies, with a specific focus on Cloud CCaaS, PBX, IVR, CTI, Dialer, Omni-Channel, Call Recording, SBC, and VoIP/SIP Endpoints
- Gained experience in a Contact Center Environment, primarily working with the Genesys Cloud platform and its capabilities
- Acted as a subject matter expert on Genesys Cloud technologies, providing technical guidance to other members of the Contact Center development team
- Interacted with multiple levels of IT leadership and business stakeholders, demonstrating strong people skills and excellent written and oral communication
- Successfully met expected delivery dates and completed tasks necessary to achieve objectives, showcasing excellent computer skills and conversance in information technology issues
- Utilized advanced analytical skills to research and solve complex system, application, or business problems, underlining excellent problem-solving skills and a strong work ethic
- Mentored and guided other Contact Center Engineers, highlighting strong interpersonal skills
- Participated actively in a collaborative agile environment, working towards a common vision or goal
- Administered and managed cloud-based applications including Azure, N-Able, and Office 365
- Created and maintained scripts using PowerShell and JavaScript to automate tasks and improve operational efficiency
- Implemented security standards & best practices to ensure the integrity and resilience of contact center systems and data
- Managed IT resources to ensure optimal efficiency and performance of contact center systems.
IT Project Coordinator
Aetna, a CVS Health Company
02.2021 - 02.2022
- Orchestrated a long-term project that integrates McAfee cloud proxy into OSX environment
- Assisted support team to monitor for any issues, troubleshoot problems in OSX environment.
Sr District Support Specialist / MAC Support Specialist REMOTE
AETNA/CVS HEALTH
Hartford, CT
11.2018 - 02.2021
- Managed MAC devices using JAMF connected to Self Service
- Imaged and configured new devices with proprietary versions of OSX and OEM variation
- Took initiative by creating knowledge base articles for the Mac Support team, for both end users and Mac technicians to follow
- Provided troubleshooting of MAC hardware and a wide variety of software issues
- Setup and configured local virtual machines with Windows proprietary images using VMware Fusion 8-11 Pro
- Supported users nationally and internationally using remote support tools such as VNC command and Logmein Rescue tools.
English Teacher
AMA American Academy, Hai Phong
02.2017 - 10.2018
- Created and taught relevant English lessons focusing on building fluency
- Assessed progress of students to ensure success of language program
- Developed reading, writing, speaking and listening skills in students aged 6 to adults
- Prepared students for exams and oral presentations in their English classes
- Facilitated small group activities emphasizing critical learning
- Contributed constructive feedback to program structure and management procedures
- Demonstrated methodology to faculty through mock lessons and skills workshops
- Organized extracurricular opportunities such as annual speech contests and field trips
- Evaluated students monthly via academic reports
IT Support Technician
Hartford Hospital
Hartford, CT
08.2015 - 11.2016
- Imaged and configured new devices
- Managed small team of interns on major project deploying EPIC software site wide
- Worked with engineering teams to find issues site wide of EPIC printing services
- Provided troubleshooting of employees MAC HW and SW issues
- Set-up new employee's workstations
- Replaced hardware components for laptops and desktops
- Replaced and upgraded motherboards, CD-ROMs, and hard drives
IT Support Technician Tier
UTC Aerospace Systems, Tech
Windsor Locks, CT
11.2013 - 06.2015
- Responsible for supporting the site's entire LAN, which included activating new end user's Ethernet ports via networking closets
- Installed new OS and HW for MAC PCs
- Provided desk side support, troubleshooting Office products such as Outlook in a Windows 7 environment
- Responsible for upgrading Windows XP PCs to Windows 7
- Replaced 4-8 computers daily with full data migration to new devices
- Train newly hired techs on job specific processes
- Use Remedy software to close tickets on a daily basis
- Installed and troubleshoot HP and Xerox printers
- Replaced hardware components for laptops and desktops
- Diagnosed application errors and network connectivity problems AND
- Investigated and resolved computer software and hardware problems
- Virtual Desktop Rollout
Voya
Windsor, CT
08.2013 - 10.2013
- Responsible for configuring Virtual Desktop's for end user's
- Configuring operating systems from Windows XP to Windows 7
- Troubleshoot Virtual Machines for end user's
- Followed extensive and varying configuration checklist for each newly created VM
- Used MS System Center software to install VM's software, combined with manual install methods
- Used various remote support tools, such as Bomgar and integrated windows tools
Help Desk Technician
Aetna Single Point of Contact
Hartford, CT
11.2010 - 06.2013
- Responsible for installing, troubleshooting, maintaining
- Configuring operating systems from Windows XP to Windows 7
- Troubleshoot Virtual Machines for end user's
- Constant troubleshooting of Microsoft Office tools: Outlook, Excel, Word, PowerPoint
- Remotely installing and troubleshooting HP and Xerox printers
- Trained employees on correct usage of products and features
- Responsible for providing 100% phone support to users in house and remotely managing output devices
- Used HP Ticketing system to complete calls, escalating tickets to higher tech support if needed
- Assisted a large number of users in a high volume, fast paced environment, averaging 25-30 calls per day
- Displayed 90% closing of calls without escalating them, AND
- Responsible for taking calls from Aetna employees countrywide and offshore
Help Desk Analyst
United Health Group
Rocky Hill, CT
03.2009 - 11.2010
- Maintained an average call time of five minutes
- Consistently received high quality call reviews
- Position was 100% remote phone support
- Used HP Remedy ticketing system and separate information database
- Handled 40-50 calls daily, AND
- Maintained fastest call times of my entire team
Computer Technician
Geeks on Call
East Hartford, CT
06.2008 - 03.2009
- Provided MAC PC support for both hardware and software for MAC Laptops and Desktops
- Performed hardware and software support and installation
- Participated in field installations, engineering and customer support
- Performed troubleshooting of computer systems and related equipment
- Performed software and mechanical upgrades, diagnosed hardware failure and user errors
- Diagnosed application errors and network connectivity problems
- Investigated and resolved computer software and hardware problems
- Demonstrated ability to analyze, evaluate, and resolve hardware and software conflicts
- Demonstrated ability to provide innovative solutions to difficult software problems
- Experienced with computer hardware including personal computers, servers, and mainframe clusters
- Installed and upgraded computer and network components
- Replaced and upgraded motherboards, CD-ROMs, and hard drives, AND
- Skilled at diagnosing and repairing personal computers
Education
Bachelor's Degree - Information Technology
Arizona State University
11.2022 - Current
Graduate Certificate - Computer Science
Harvard University
10.2020 - 05.2021
B.A. Level Diploma - Computer Information Technology
Branford Hall Career Institute
01.2007 - 05.2008
High School Diploma -
Enrico Fermi High School
Certificate in PCI DSS Compliance Udemy - Remote - undefined
Skills
Cloud CCaaSundefined
Additional Information
- I’m a US Citizen authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Peace cannot be kept by force; it can only be achieved by understanding.
Albert Einstein
Timeline
Bachelor's Degree - Information Technology
Arizona State University
11.2022 - Current
Adaptive Resources
02.2022 - Current
IT Project Coordinator
Aetna, a CVS Health Company
02.2021 - 02.2022
Graduate Certificate - Computer Science
Harvard University
10.2020 - 05.2021
Sr District Support Specialist / MAC Support Specialist REMOTE
AETNA/CVS HEALTH
11.2018 - 02.2021
English Teacher
AMA American Academy, Hai Phong
02.2017 - 10.2018
IT Support Technician
Hartford Hospital
08.2015 - 11.2016
IT Support Technician Tier
UTC Aerospace Systems, Tech
11.2013 - 06.2015
Voya
08.2013 - 10.2013
Help Desk Technician
Aetna Single Point of Contact
11.2010 - 06.2013
Help Desk Analyst
United Health Group
03.2009 - 11.2010
Computer Technician
Geeks on Call
06.2008 - 03.2009
B.A. Level Diploma - Computer Information Technology
Branford Hall Career Institute
01.2007 - 05.2008
High School Diploma -
Enrico Fermi High School
Certificate in PCI DSS Compliance Udemy - Remote - undefined
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