Summary
Overview
Work History
Education
Skills
Timeline
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RICHARD L. GERULF

Longmont,CO

Summary

Experienced in restoring devices and systems to full functionality, ensuring seamless operations for customers and businesses. Skilled in replacing hardware components on faulty devices to optimize performance and reliability. Collaborative team player with a proven track record of contributing to diverse projects, from troubleshooting phones and routers to constructing data centers for industry giants like Facebook during tenure with IBM.

Overview

14
14
years of professional experience

Work History

IBM Support Service Representative

IBM
08.2019 - 05.2023
  • Built XIV’s, DS8000, IBM Zseries Servers, and Storage Storwize devices
  • Repaired XIV’s, DS8000, IBM Zseries Servers, Storage Storwize devices, and lenovo laptops
  • Provide root cause analysis and problem determination on the various devices
  • Understand environmental requirements for various equipment to ensure long time use is possible
  • Set up network addresses on the devices to ensure the customer’s devices would be able to communicate
  • Used CSP/Salesforce to schedule repairs for IBM customers

Retail Support Representative

Crocs Inc. / Intellisource
11.2016 - 11.2017
  • Provided technical support for Crocs stores
  • Troubleshooting done on 4846 and 4852 model registers
  • Troubleshooting done with network devices, i.e. modems, junipers, fortinets, routers
  • Troubleshooting done for P-Touch, Crocs system used for creating barcodes for items
  • Troubleshooting done for stores when store loses power or internet

Applecare Technical Support T1

CCI and CONCENTRIX
07.2013 - 02.2015
  • Troubleshooting done with handheld devices over the phone
  • Troubleshooting done with email over the phone
  • Troubleshooting user account login issues over the phone
  • Escalated calls to product specialists that were beyond the Scope of Support provided (i.e. troubleshooting issues that didn't deal with the devices or user accounts that fall under the Scope of Support provided that a customer was having issues with)
  • Helped coworkers with troubleshooting while the coworker was on the phone
  • Offered advice to coworkers for better understanding with issues that arose

T2 Technical Support Agent

CCI
01.2012 - 08.2012
  • Troubleshooting done with servers, self checkouts, wireless registers, and computers remotely
  • Helped coworkers with troubleshooting while the coworker was on the phone
  • Offered advice to coworkers for better understanding with issues that arose
  • Worked with a team of Tier 2 employees to help resolve issues in a timely manner
  • Submitted reports to management and coworkers in regards to what issues have been resolved
  • Submitted reports to management about employees calling in about their absences per management request

Tactical Data System Administrator

U.S Marine Corps
12.2008 - 02.2010
  • Administered 10 different Windows and Unix servers together to build one suite, such as DNS, proxy servers, and other federated servers
  • Analyzed logs to troubleshoot problems
  • Dealt with Classified material for the Federal Government while administering to the suites.
  • Evaluated new classified programs to make sure the programs help instead of hinder the performance of the suites.

Education

Bachelor Of Computer Science - Programming

Western Governors University
Salt Lake City, UT

High School Diploma -

Skyline High School
Longmont
05.2007

Skills

  • 10 years of customer service experience
  • 10 years IT based experience
  • Provided remote troubleshooting for handheld devices
  • Trained in repairing XIV, DS8000 and DS8900, IBM Z12 to Z15 servers, Storage Storwize V5000 and V7000, and Lenovo Laptops
  • Experienced in troubleshooting user account issues
  • Experienced with Excel and Word
  • Fast learner in a fast paced environment

Timeline

IBM Support Service Representative

IBM
08.2019 - 05.2023

Retail Support Representative

Crocs Inc. / Intellisource
11.2016 - 11.2017

Applecare Technical Support T1

CCI and CONCENTRIX
07.2013 - 02.2015

T2 Technical Support Agent

CCI
01.2012 - 08.2012

Tactical Data System Administrator

U.S Marine Corps
12.2008 - 02.2010

Bachelor Of Computer Science - Programming

Western Governors University

High School Diploma -

Skyline High School

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RICHARD L. GERULF