Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

RICARDO CRUZ

Marysville,WA

Summary

Dynamic IT professional with extensive experience at BioControl Systems, Inc., excelling in Tier 3 support and automation through PowerShell scripting. Proven track record in enhancing team efficiency and driving process improvements. Strong leadership and vendor management skills, ensuring seamless IT operations and security compliance across diverse environments.

Overview

10
10
years of professional experience

Work History

End User Services Specialist

BioControl Systems, Inc.
Bellevue, WA
01.2018 - Current
  • Delivered comprehensive IT support across seven sites for over 400 users in North and Latin America.
  • Managed Tier 1-3 support queues, resolving hardware, software, and network issues while ensuring SLA compliance.
  • Developed PowerShell applications to automate repetitive tasks, enhancing team efficiency and minimizing manual workload.
  • Supported infrastructure projects including ERP upgrade (Fourth Shift v8.0) and VMware vSphere migrations.
  • Monitored systems for vulnerabilities, addressed outages, and enforced IT security protocols.
  • Collaborated with cross-functional teams for issue escalations and vendor onboarding.
  • Trained and mentored IT staff, conducted performance reviews, and facilitated internal process improvements.

Helpdesk Analyst Tier II

Precor, Inc.
Woodinville, WA
01.2017 - 01.2018
  • Delivered Tier II support for hardware, software, and network issues across corporate locations.
  • Built and deployed system images while managing Exchange and Active Directory profiles.
  • Administered Office 365 and coordinated user account management tasks.
  • Supported onboarding and training for new employees, enhancing integration into company systems.
  • Collaborated with vendors to establish procurement processes and support contracts.
  • Worked alongside Tier I support and network analysts to resolve escalated issues efficiently.
  • Contributed to departmental goals through teamwork and effective communication strategies.

Helpdesk Support Lead

EvergreenHealth
01.2016 - 01.2017
  • Led Tier I support team, achieving first-call resolution for hospital staff and administration.
  • Implemented systems for tracking customer feedback data in order to identify trends.
  • Monitored the progress of escalated cases to resolution.
  • Managed ticket auditing and response data through Service Manager Console.
  • Coordinated deployment efforts during office relocations and system rollouts.
  • Maintained knowledge base documentation and provided training for new team members.

Education

Associate of Science - Information Technology

Borough of Manhattan Community College
New York, NY
12.2008

Skills

  • Office 365 administration
  • Active Directory management
  • SCCM deployment
  • VMware vSphere virtualization
  • NetApp storage solutions
  • KACE SDA configuration
  • PowerShell scripting
  • ServiceNow administration
  • Citrix virtualization
  • Windows Server management (2012)
  • UNIX/Linux systems
  • TCP/IP networking
  • DNS management
  • DHCP configuration
  • VPN setup
  • Cisco CLI operations
  • Network administration
  • System imaging techniques
  • ITIL framework expertise
  • Incident management processes
  • Change management strategies
  • Automation development skills
  • Technical support services
  • Troubleshooting methodologies
  • Security compliance measures
  • Vendor management strategies
  • Team leadership skills
  • Process improvement initiatives
  • IT support
  • Network troubleshooting
  • Tier 3 support
  • Helpdesk management

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Timeline

End User Services Specialist

BioControl Systems, Inc.
01.2018 - Current

Helpdesk Analyst Tier II

Precor, Inc.
01.2017 - 01.2018

Helpdesk Support Lead

EvergreenHealth
01.2016 - 01.2017

Associate of Science - Information Technology

Borough of Manhattan Community College
RICARDO CRUZ