Richard Depanfilis
El Paso,TX
Summary
Results-focused support and operations professional with a background in help desk leadership, Microsoft 365 administration, and SaaS customer support. Brings hands-on experience improving workflows, managing service requests, and coordinating across teams to meet deadlines and support service levels.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Security Analyst/Internal Operations
Contigo Technology
Austin, Texas
01.2024 - Current
- Provided technical support to customers using SaaS products.
- Assisted with product onboarding, including account setup, feature configuration, and troubleshooting.
- Identified opportunities to improve the customer experience through process optimization or automation.
- Developed scripts and processes to streamline customer service operations.
- Facilitated communication between customers and relevant stakeholders throughout the organization.
- Collaborated with sales and success teams on customer account needs.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Explained product features, billing details, and subscription changes clearly.
Help Desk Team Lead
Contigo Technology
Austin , Texas
08.2023 - Current
- Identified automation opportunities to streamline Help Desk processes, enhancing team efficiency.
- Implemented best practices in service management procedures across the organization.
- Developed workflow strategies to optimize team operations and address service challenges.
- Trained help desk staff on ticket handling and customer service.
- Conducted regular team meetings to address challenges and collaboratively develop effective solutions.
Help Desk Support Technician
Contigo Technology
Austin , Texas
11.2022 - Current
- Provided desktop, laptop, and peripheral troubleshooting for Contigo Technology clients, ensuring timely resolution of technical issues.
- Resolved network printer and VPN connectivity issues.
- Managed user accounts in Active Directory and Microsoft 365.
- Documented service requests, solutions, and escalation details in a ticketing system to maintain accurate records for tracking and analysis.
Pharmacy Operations Manager
Walgreen's Pharmacy
Round Rock, Texas
03.2018 - 11.2022
- Supervised team of five pharmacy technicians, optimizing workflow and enhancing service delivery..
- Developed policies and procedures for effective pharmacy management.
- Developed and updated policies and procedures to ensure compliance with HIPAA and local, state, and federal regulations.
- Ordered pharmacy supplies to ensure stock availability for operations. and kept check on inventory levels.
- Collaborated with the store manager to maintain daily operations.
- Trained pharmacy interns and newly hired pharmacy technicians.
- Vaccinate patients to provide immunity against influenza, pneumonia and other diseases.
- Communicated with patients, ensuring that medical information was kept private.
- Conducted routine facility inspections and identified areas needing improvement.
Education
Associate of Science - Nursing
Austin Community College
Austin, TX12-2023
Computer Programming - Technology Education
Texas State Technical College - Harlingen
Harlingen, TX08-2022
High School Diploma -
Stony Point High School
Round Rock, TX05-2017
Skills
- Customer onboarding
- Process automation
- Cloud security management
- Technical support delivery
- Project management
- Process optimization
- Team leadership
- Training delivery
- Collaboration and teamwork
- SLA management
- Relationship building
- Mobile Device Management
Certification
- Microsoft 365 Certified: Endpoint Administrator Associate
Timeline
Security Analyst/Internal Operations
Contigo Technology
01.2024 - Current
Help Desk Team Lead
Contigo Technology
08.2023 - Current
Help Desk Support Technician
Contigo Technology
11.2022 - Current
Pharmacy Operations Manager
Walgreen's Pharmacy
03.2018 - 11.2022
Associate of Science - Nursing
Austin Community College
Computer Programming - Technology Education
Texas State Technical College - Harlingen
High School Diploma -
Stony Point High School