RICARDO PONTES

• Facilitated network infrastructure setup to enhance guest entertainment services.
• Executed preventive maintenance and repairs across guest rooms, public areas, and back-of-house spaces.
• Coordinated work orders with engineering teams to resolve facility issues promptly and accurately.
• Inspected equipment, fixtures, and building systems to maintain safe, functional hotel operations.

• Supported the manager in the LAC IT Command Center team operations.
• Managed impacted sites for an entire division of 40k+ employees.
• Led calls with managing directors and vice presidents to present weekly progress for affected sites and applications.
• Managed low- to medium-complexity IT projects and supported senior project management personnel on high-complexity assignments to ensure project success.
• Handled project management tasks for low- to medium-complexity IT projects while assisting senior project management personnel on highly complex assignments.
• Managed IT services for the Latin America and Caribbean region.
• Utilized ITIL infrastructure services and tools including ServiceNow, cloud-based applications, SharePoint, Azure AD, and Single Sign-On (SSO).
• Facilitated cross-department collaboration to enhance service delivery, expedite issue resolution, and reduce recurrence of incidents.
• Supported supervisors with hiring processes and conducted candidate interviews.

• Provided IT support to over 30,000 LAC users.
• Administered Windows Active Directory.
• Delivered email support for IMAP, Exchange, and O365, configuring DNS, DNS suffix, and proxy settings to enhance email functionality.
• Supported Cisco IP phones and related tools, facilitating seamless communication through Cisco Agent, Cisco IP Communicator, and Cisco MeetingPlace.
• Deployed computers and mobile devices including iPhone, iPad, Android, BYOD, laptops, desktops, and iOS devices.
• Provided remote support using Remote Desktop, VNC, and TeamViewer.
• Administered VPN installation, configuration, new-site additions, and troubleshooting.
• Supported McAfee encryption, decryption, patching, and data retrieval.

• Provided exemplary customer service for MasterCard International, enhancing client satisfaction.
• Coached management teams and trained over 200 employees in certification programs.
• Managed operations for HSBC Premier account holders across multiple countries, ensuring high service standards.
• Developed and enforced organizational policies and procedures, fostering compliance and operational consistency.
• Delivered customer service for MasterCard International.

• Achieved recognition as top performer in BellSouth technical support for exceptional service.
• Assisted the manager with Tier 1 and Tier 2 BellSouth DSL Internet Service.
• Developed and implemented sales strategies for Best Buy to enhance customer engagement.

Network deployment, server environments, and infrastructure management.

Network infrastructure, implementation, operations, security, and troubleshooting.

Hardware, operating systems, software, networking, troubleshooting, security, and mobile devices.