Richard Chaves

• Installed, modified and repaired software and hardware to resolve technical issues.
• Used ticketing systems to manage and process support actions and requests (Service Desk and JIRA Service Management).
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues and liaison with our infrastructure team as needed.
• Recruited, trained and supported help desk technicians and representatives.
• Built and provided basic end-user troubleshooting and desktop support on Windows,and Mac systems.
• Managed help desk consisting of 2 employees and conducted performance evaluations.
• Duties included -

Providing end‐user support for all hardware and software related issues
Configure, manage and deploy PC's, Laptop's, Tablet's, printers, mobile devices and software
PC/Laptop imaging, setup and deployment
Mobile Device Configuration and Deployment
Office / Workstation equipment moves
Administration for Active Directory / MS Exchange / Office 365
Administration for Adobe Products / Acrobat / Sign / Photoshop / InDesign / Creative Suite
Administration for DocuSign
Admninistration for SharePoint
Admninistration for Veeam Backup & Replication
Microsoft Endpoint / Antivirus Support
End‐user training
New Hire / IT Security Training support
Network LAN/WAN support
On Call Support
WebEx Audio / Visual Conferencing Administration
Video conferencing ‐ Audio / Visual support which includes support for Apple TV, Crestron
Audio/Video, BARCO, Microsoft Wireless Video, Cisco SPARK Video Conferencing Units
Remote Office Support for 8 satellite offices / Domestic & International
VOIP Telephone Systems Support and Administration ‐ Elastix ﴾VOIP/PBX system﴿ and GrandStream IP Telephone
Cisco and Azure VPN Support
Cisco and Ubiquiti-Unifi Wireless LAN support
Designed and Created and maintained Purchase Order System in SharePoint using Infopath
Designed and Created and maintained New Purchase Order System in SharePoint using Power Automate (Due to Microsoft EOL for Infopath)

• Manager of a technical support help desk team of 3 personnel that support 100+ local corporate employees and 600+ field employees in satellite offices across the whole United States, UK, Belgium, Antwerp, Ireland, Netherlands and Utrecht.
• In charge of managing all support duties that include local and phone support in person or via remote control (VNC and or Remote Desktop) for all software, Microsoft Office products, operating systems, network connectivity and all hardware support for all user computers, laptops, computer peripherals, monitors, printers, and Blackberry devices. Operating systems include Windows 2000 Workstation and Server, Windows XP, Windows 2003 Server R1 and R2 and Windows Vista.
• Used Numara Software “Track-IT” and “FootPrints” for helpdesk ticketing.
• Managed team members and oversaw that all Help Desk tickets are handled in a timely manner and that all issues are resolved as quickly and professionally as possible within the companies SLA Guidelines.
• Responsible for creating Standard Operating Procedures for all computer and laptop configurations and imaging as well as creating troubleshooting matrices
for routing help desk tickets to all pc technicians.
• Experienced with Microsoft Active Directory creating, deleting and modifying network user accounts, email distribution groups and lists as well as management of DHCP Scope reservations.
• Experience with network backup devices and software such as Overland Multi-Tape libraries and Veritas Backup software as well as offsite tape storage and rotation procedures.
• Fixed asset management control, distribution and assignment of all computer equipment to field sales force and local corporate users.
• Inventory and control of all computer equipment.
• Coordination of Network installations and upgrades of all field offices.
• RMA of warranty equipment

• Independent contractor for a privately owned Internet company specializing in
• Internet web development, security and search engine placement for
• E-commerce sites.
• Duties include maintenance of workstations and servers
• Hardware and software troubleshooting
• Software upgrades maintenance
• Proxy Internet firewall maintenance
• Customer support/Help desk for online transactions.
• Website development and security consultant.

In charge of high volume call center for a Satellite Internet Service Provider.

Duties included:

System assembly and configuration of satellite hardware and software on Win NT 4.0 workstation systems.

Satellite dish installation, coordination, troubleshooting and repair.

Shipping and receiving.

Maintained configuration information on Cisco Routers, IP Encapsulation equipment, Sun Solaris servers, Inktomi Traffic Servers, and Alteon Switching equipment.
Original duties when I started with this company include:

Computer Hardware and Software Troubleshooting, servicing, and repairs.

Computer Networking and Networking Upgrades.

Thin/Thick Coax to CAT5 wiring installations
Network patch panel installations.

Applications and operating systems: DOS, Win 3.x, Win. 9.x, Win 2K, WinXP, Win NT Server/Workstation, MS Office X., Various email programs, Internet
browsers, MS Front Page, Macromedia Dream Weaver, Adobe Photoshop X., Proxy/Firewall applications, Network Address Translators (NAT), Adobe
Acrobat, and all TCP/IP utilities (FTP, Telnet, etc.).