Richard Mummert
New Braunfels,Texas
Summary
Accomplished Information Systems Technician with a robust background in network troubleshooting and exceptional customer service, notably at Baptist Memorial Health Care. Proven track record in enhancing system security and efficiency, reducing response times, and elevating customer satisfaction ratings. Expert in telecommunications and problem-solving, with a focus on delivering high-quality service and achieving significant results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Support Technician Tier 1
GVTC
12.2017 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Reduced response time for support requests by prioritizing tasks and managing workload effectively.
Technical Support Analyst
Baptist Memorial Health Care
09.2009 - 05.2016
- Monitored systems in operation and quickly troubleshot errors.
- Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
- Decreased response times with efficient ticket management and prioritization of urgent issues.
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.
- Manage daily reports in the Unix database, utilizing SQL.
- Provide PC Repair and Front line Support to End Users
- Assist in formatting all user's Voicemail Boxes in Call Pilot
- Deploy and launch the Epic Electronic Medical Record (EMR) database.
- Manages Veritas Backup on the servers
- Assist in the configuration, updating, and deployment of Meridian (Avaya) phones throughout the hospital, utilizing the Meridian Communication Server 1000m.
Information Systems Technician
United States Navy
06.2004 - 06.2008
- Establishing, monitoring, and maintaining radio frequency communication systems.
- Operating and maintaining global satellite telecommunications systems.
- Transmitting, receiving, and storing all incoming and outgoing messages.
- Managing and coordinating information systems security across platforms and fleets. Designing, installing, and operating wide-area-networks (WAN), computer systems, and associated devices.
- Performing network system administration, maintenance, training, and managing network security.
- Installing applications, troubleshooting user problems, and providing training and assistance with the use of computer hardware and software.
- Ensuring the proper security and handling of communications materials, systems, and equipment.
- Performing diagnostics and data recovery operations and maintaining logs.
Education
Master of Science - Information Assurance And Security
Capella University
Minneapolis, MN06.2016
Bachelor of Science - Computer And Information Systems Security
DeVry University
Downers Grove, IL06.2013
Skills
- Network Troubleshooting
- Problem Solving
- Telecommunications Experience
- Customer Service
Certification
- Comptia Network +
- ISC(2) Certified in Cybersecurity
Timeline
Support Technician Tier 1
GVTC
12.2017 - Current
Technical Support Analyst
Baptist Memorial Health Care
09.2009 - 05.2016
Information Systems Technician
United States Navy
06.2004 - 06.2008
Master of Science - Information Assurance And Security
Capella University
Bachelor of Science - Computer And Information Systems Security
DeVry University
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