Summary
Overview
Work History
Education
Skills
Timeline
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RICARDO BURRAGE Jr.

Helpdesk Technician
Tampa,FL

Summary

Detail-oriented IT professional with 4+ years of experience in managing IT systems, networks, and security infrastructure. Skilled in troubleshooting, system administration, and delivering technical support in government contracting, private sector, and small business environments. Holds an active Top Secret Security Clearance, with expertise in cybersecurity, compliance standards, and data protection. Proven ability to optimize system performance, streamline processes, and improve operational efficiency, resulting in measurable cost savings and profitability.

Overview

3
3
years of professional experience
2022
2022
years of post-secondary education

Work History

Help Desk Technician

Site Tech Services
05.2024 - Current
  • Provided tier 1 and 2 technical support for client networks, hardware, and software, resolving over 60 tickets weekly with high SLA compliance.
  • Implemented process improvements, leading to increased operational efficiency and enhanced client satisfaction.
  • Monitored and maintained Windows Server environments, Active Directory, and Office 365 tenant configurations, ensuring uptime and security compliance.
  • Deployed endpoint protection solutions, reducing security risks and mitigating vulnerabilities across client infrastructures.
  • Delivered actionable insights through data-driven decision-making to support client profitability.

Signal Support I.T. Specialist

U.S. ARMY - FLORIDA NATIONAL GUARD
11.2021 - Current
  • Managed and maintained secure communication systems, enabling seamless operations during military drills and deployments.
  • Streamlined network diagnostics and testing processes, achieving cost-effective solutions for LAN/WAN systems.
  • Identified and mitigated operational risks through systematic troubleshooting and alignment with security protocols.
  • Configured Cisco routers and switches for enhanced performance and reliability in secure network setups.

I.T. Specialist

Lucayan Technology Solutions
09.2021 - 05.2024
  • Administered and optimized IT systems to support government contracts, ensuring compliance with high-security standards.
  • Identified cost-saving opportunities by streamlining hardware and software operations, contributing to increased profitability.
  • Provided technical support for a team of 15 employees, resolving issues to improve productivity and system reliability.
  • Created and maintained detailed documentation to improve knowledge-sharing and ensure compliance with industry regulations.

Education

High School Diploma -

Tift County High School
Tifton, GA

Skills

Error Troubleshooting

Signal Support Systems Installation

Experienced in managing and supporting IT infrastructure, including servers, workstations, and networks

Experienced in managing and troubleshooting network configurations, including routers, firewalls, switches, and VPNs for secure and reliable connectivity

Provided efficient helpdesk support, troubleshooting and resolving a wide range of IT issues for end users

Delivered remote and on-site IT support, including software installs, hardware upgrades, and user training

Administered and configured cloud services (M365, Google Workspace), ensuring system performance and user access management

Skilled in quickly diagnosing and resolving issues to minimize downtime and meet business needs

Extensive experience troubleshooting hardware and software issues on desktops, laptops, printers, and mobile devices

Timeline

Help Desk Technician

Site Tech Services
05.2024 - Current

Signal Support I.T. Specialist

U.S. ARMY - FLORIDA NATIONAL GUARD
11.2021 - Current

I.T. Specialist

Lucayan Technology Solutions
09.2021 - 05.2024

High School Diploma -

Tift County High School

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RICARDO BURRAGE Jr.Helpdesk Technician