Rick Muniz
Rio Grande Valley,USA
Summary
Motivated Support Analyst with over 5 years of IT experience, progressing from hands-on onsite technician roles to senior-level support. Skilled in delivering exceptional customer service, managing complex technical issues, and supporting critical business systems. Experienced with user onboarding/offboarding, Exchange Online, MFA resets, and ERP applications like CMS, IQMS, and Kinetic. Proven ability to reduce ticket resolution time by 30% while supporting 1000+ users across the USA, Canada, and Mexico.
Technical support professional prepared for senior-level responsibilities. Known for solving intricate technical problems and improving system efficiencies. Focused on team collaboration and consistently achieving positive outcomes. Reliable and adaptable with key skills in troubleshooting and system management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Support Technician
ABC Technologies
Rio Grande Valley, TX
03.2025 - 09.2025
- Led resolution of escalated technical issues involving network, hardware, and software platforms.
- Mentored junior technicians and standardized support documentation and workflows.
- Coordinated with vendors and internal teams to quickly resolve critical incidents.
- Traveled to company plants in Ohio and California to provide onsite support and ensure operational continuity.
- Reduced ticket resolution time by 30% through process improvements and proactive support initiatives.
Service Desk Analyst
ABC Technologies
Rio Grande Valley, TX
10.2023 - 03.2025
- Delivered first- and second-line support through ticketing systems for over 30 daily requests.
- Managed user onboarding/offboarding, including account creation, Exchange Online mailbox setup, and access provisioning.
- Served as Customer Portal Administrator, managing user permissions and external access controls.
- Handled password and MFA resets, printer setups, and application installations.
- Supported ERP systems (CMS, IQMS, Kinetic) assisting users with troubleshooting and access.
- Maintained asset records and supported compliance requirements.
- Traveled to support company locations in Ohio and California, providing hands-on technical assistance.
- Supported a user base of 1000+ employees across the USA, Canada, and Mexico.
Onsite IT Technician
DLH Bowles
Rio Grande Valley, TX
01.2023 - 10.2023
- Provided hands-on support for desktops, printers, barcode scanners, and network devices in warehouse and office settings.
- Assisted with new user setups, PC imaging, and software deployment.
- Troubleshot connectivity and hardware issues to minimize downtime.
- Collaborated with the service desk and infrastructure teams during company migration projects.
- Traveled nationally to support additional company plants, including Ohio and California.
Onsite IT Technician
DLH Bowles
Rio Grande Valley, TX
08.2019 - 01.2023
- Supported over 100 devices in a fast-paced warehouse environment.
- Maintained Windows desktops, network printers, and scanners.
- Assisted with network troubleshooting and cabling.
- Helped manage IT inventory and equipment lifecycle.
- Supported transition efforts during ABC Technologies acquisition.
Network Specialist Intern
South Texas College
McAllen, TX
01.2019 - 07.2019
- Supported Cisco switch configuration and network troubleshooting.
- Assisted with VLAN setups and network documentation.
Technical Support Intern
McAllen ISD
McAllen, TX
01.2018 - 12.2018
- Delivered onsite hardware and software support across multiple school campuses.
- Assisted with system troubleshooting, reimaging, and printer maintenance.
Education
Associate of Applied Science - Cybersecurity Specialist
South Texas College
01.2022
Associate of Applied Science - Information Technology
South Texas College
01.2019
Skills
- Platforms & Systems: Windows 10/11, Office 365, Exchange Online, Active Directory, VPN, Remote Desktop
- Networking: Cisco switches, VLAN configuration, cabling, basic firewall management
- Tools & Applications: Ticketing systems (ServiceNow, Freshservice), ERP (CMS, IQMS, Kinetic), Imaging software, Printer support
- Strong customer service and communication skills
- Excellent problem-solving and troubleshooting abilities
- Adaptable and quick learner in dynamic environments
- Time management and multitasking under pressure
- Team player with mentoring and leadership experience
- Detail-oriented with a focus on accuracy and compliance
- Remote support
- Training and mentoring
- Hardware installation
- Incident management
- System configuration
- Software management
- ITIL processes
- Advanced troubleshooting
- Active listening
- Verbal and written communication
- Decision-making
- Desktop support
- Ticket management
- LAN/WAN
- TCP/IP
- User credential management
Certification
- MTA: Windows Operating System Fundamentals
- Certiport Certifications: Device Configuration and Management, Cybersecurity, Network Security
Languages
English
Native or Bilingual
Spanish
Timeline
Senior Support Technician
ABC Technologies
03.2025 - 09.2025
Service Desk Analyst
ABC Technologies
10.2023 - 03.2025
Onsite IT Technician
DLH Bowles
01.2023 - 10.2023
Onsite IT Technician
DLH Bowles
08.2019 - 01.2023
Network Specialist Intern
South Texas College
01.2019 - 07.2019
Technical Support Intern
McAllen ISD
01.2018 - 12.2018
Associate of Applied Science - Information Technology
South Texas College
Associate of Applied Science - Cybersecurity Specialist
South Texas College
Section name
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