Richard Noyes
Minot,ME
Summary
22 years of Technical Support Experience 7 years of Active Directory experience, to include creating, configuring, and adding members to groups 20+ years of IT Helpdesk experience Excellent customer service and communication skills
Overview
28
28
years of professional experience
Work History
IT Help Desk Support Level II
Proctor and Gamble / Northeast Data
12.2018 - Current
- Daily ticket handling for open incidents.
- Imaging and deploying laptops and desktops to new hires and current employees.
- Deskside support for issues with users accounts.
- Imaging IPADS using Airwatch
- Deploying ipads to employees.
- Maintaining inventory for pc's and ipads to a central team.
- Maintaining Xerox printers throughout the plant.
Deskside Support Specialist
Unum
04.2018 - 11.2018
- Day to day duties included IT support for all employees in the center.
- Using Service Now ticketing system, work on open tickets either remotely with the user or going to their desk and correcting the issue.
- Imaging and deploying new pc's for new and existing employees.
- Creating VM's for remote and offshore employees using VMware Horizon then deploying them with the software specifications required to do their job.
- This was a temp positing.
Desktop Specialist / Prep and Deployment for Epic
Covenant Health Care / Care Link
01.2017 - 04.2018
- Doing site surveys to identify equipment and locations in preparation for Epic changeover (PC's, Printers, Barcode Scanners, and other types of hospital equipment).
- Inventory control of all new equipment to be deployed.
- Deploying PC's, Thin Clients, Printers, Monitors, Barcode Scanners, Cameras, Signature Pads and Glucometers for the hospital and it's satellite locations.
- Trouble shooting and correction of issues during the changeover to Epic.
- This was a temp position.
Helpdesk Support III/System Engineer/System Administrator
Cognizant Corporation
04.2013 - 04.2017
- Took over all IT duties on January 1, 2014, when the previous IT Support engineer left for another position.
- Daily duties included Networking, AD administration, and Helpdesk support for Allstate Roadside Services, CVS, and Affinion Financial.
- Compiled security info and passed 2 SISO audits and 1 client audit with only 1 artifact which I quickly cleared.
- Setup and maintained a SharePoint intranet server.
- Setup and maintained new DHCP server because the old server was failing and the OS was end of life.
- Setup a new WDS server for deploying images to the call center PCs.
- Maintained 400 plus PCs with weekly security and software patches via Manage Engine software.
- Experience with Cisco Firewalls, Routers and Switches.
- Experience with Juniper Firewalls.
- Experience with Avaya PBX Systems.
Desktop Support Technician
Xerox Commercial Services
01.2010 - 04.2013
- Performed daily helpdesk duties to 4 separate SBUs, Affinion, Capitol One, CVS, and Allstate Roadside Services, in a 400 seat call center with 120 remote agents for CVS.
- Set up at home PCs and VoIP phone for new agents for CVS in the CVS At Home program. Sometimes traveled to the agent's home in order to troubleshoot technical issues they were having or to help the agent setup their work PCs.
- Light network duties including adding and changing sub-nets to Cisco Switches.
- Weekly tape backups of all data in the call center.
Customer Service Representative
Allstate Motor Club
01.2009 - 01.2010
- Took calls for Allstate Roadside service.
- Helped customers who were stranded and needed assistance or towing we would locate them and then find a towing service in the area via our towing network using specialized software and Google Maps.
- Answered questions about the auto club.
- Upgraded, Downgraded services.
- Up sell whenever possible.
- Helped map road trips for customers traveling by car for several different contracted providers (BMW, Volvo, Saab, AARP etc.).
- (From the end of 2008 to the beginning of 2009 I was collecting Unemployment Compensation)
Broadband Technical Support Representative
Time Warner Cable LLC
01.2006 - 01.2008
- Troubleshot Internet issues, successfully got customers back online for both home and commercial.
- Troubleshot telephone issues for commercial and home telephone service.
- Troubleshot cable TV issues for home and commercial.
- Helped customers set-up remote controls and connect cable devices.
- Handled customer service issues such as billing and ordering new services.
- Provided world class customer service experience.
- BTS Level 3)
Customer Service Representative
Affiliated Computer Services
01.2006 - 01.2006
- Took customer service calls for magazine subscription contract.
- Answered customer questions and addressed concerns.
- If a customer called to cancel a subscription, I would try offer the customer an incentive to keep the subscription.
Self Employed Contractor
Self-Employed
01.2003 - 01.2006
- Repaired PCs for home and small business.
- Troubleshot network issues for home and small business.
- Set up home and small business networks.
- Diagnosed software problems, virus and spyware removal.
- Custom built PCs for home and small business.
- Computer Repair/Network Setup/Custom Built PCs
Technical Support/Customer Service
Envisionet/Microdyne Outsourcing
01.1998 - 01.2003
- Dell Customer Service TSII
- Technical Support for several local and national Internet Service Providers
- Customer Service Training for Dell and ISP Contracts
- Excellent quality assurance scores on all contracts.
- Willing to go the extra mile to meet contract goals and metrics.
Education
Associate's degree -
Ohio State Technical Learning Center Correspondence
01.1981
High School Diploma - Business Administration, Accounting, Mathematics
Bellarmine Preparatory School
Tacoma, WASkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
IT Help Desk Support Level II
Proctor and Gamble / Northeast Data
12.2018 - Current
Deskside Support Specialist
Unum
04.2018 - 11.2018
Desktop Specialist / Prep and Deployment for Epic
Covenant Health Care / Care Link
01.2017 - 04.2018
Helpdesk Support III/System Engineer/System Administrator
Cognizant Corporation
04.2013 - 04.2017
Desktop Support Technician
Xerox Commercial Services
01.2010 - 04.2013
Customer Service Representative
Allstate Motor Club
01.2009 - 01.2010
Broadband Technical Support Representative
Time Warner Cable LLC
01.2006 - 01.2008
Customer Service Representative
Affiliated Computer Services
01.2006 - 01.2006
Self Employed Contractor
Self-Employed
01.2003 - 01.2006
Technical Support/Customer Service
Envisionet/Microdyne Outsourcing
01.1998 - 01.2003
High School Diploma - Business Administration, Accounting, Mathematics
Bellarmine Preparatory School
Associate's degree -
Ohio State Technical Learning Center Correspondence
Profile
Minot, MEAuthorized to work in the US
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