Rickey Meeks
Conroe,TX
Summary
Friendly Help Desk Technician with 20 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
13
13
years of professional experience
Work History
Helpdesk Technician
McKesson
Houston, TX
04.2018 - Current
- Evaluate, and prioritize incoming telephone, voice mail, and email requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies
- Resolve issues with laptops and desktops, such as running spy ware utilities, hard drive failure, connectivity issues, and Office issues
- Providing 90% resolution at first level
- Revise Knowledgebase entries based on accuracy of data
- Assist with password resets for various applications including Windows 7/10
- Troubleshoot basic Citrix Issues
- Create security groups in Active Directory
- Respond to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explain technical information in clear terms to non-technical individuals to promote better understanding.
- Install, modify and repair software and hardware to resolve technical issues.
- Provide Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Document transactions and support interactions in system for future reference and addition to knowledge base.
- Load software, grant permissions and configure hardware for new employees as part of onboarding process.
- Provide on-call support for critical issues
Helpdesk Technician
Tomball Independent School District
Tomball, TX
10.2017 - 04.2018
- Sole Point of Contact for Helpdesk
- Responded to questions from callers, e-mailers, and walk-ins; remotely assist staff with technology problems in offices and classrooms, and assist in person if applicable
- Assigned repair request to correct department and/or technician as needed
- Learned fundamental operations of commonly used software, hardware, and other equipment
- Followed standard Help Desk operating procedures; accurately log all Help Desk tickets
- Enrolled Chromebooks on Google Enterprise Server for all schools in district
- Imaged Laptop PCs
- Maintained reasonable discipline and decorum at the Help Desk and computer lab areas.
Helpdesk Technician
Chicago Bridge & Iron
The Woodlands, TX
08.2014 - 10.2017
- Responsible for Tier I software and hardware support
- Diagnosed and resolve problems using documented procedures and checklists
- Entered Call data into tracking system
- Escalated problems to higher level technical support when necessary
- Assisted in the resolution of application, hardware and software problems
Desktop Support Technician
Houston Housing Authority
Houston, TX
01.2014 - 04.2014
- Installed and configured various applications on computers as required
- Provided setup and configuration of computing peripherals including: Printers, CDs, DVD read/writers, scanners, mice, special keyboards and other equipment as necessary
- Assisted with Windows 7 migration for 300 users
Service Desk Analyst
Sava Senior Care
Houston, TX
09.2013 - 01.2014
- Received and resolved technology-related inquires and help requests from SavaSeniorCare Administrative Services employees including computer hardware, cabling, software and telecom equipment
- Answered calls from an ACD queue with the goal of resolving the problem on first contact.
Service Desk Analyst
Waste Management
Houston, TX
09.2011 - 09.2013
- Provided remote computer support including analysis and resolution of hardware and software related issues
- Provided maintenance, upgrades, configuration and installation of laptop and desktop computer systems
- Served as first and secondary responder for customer contacts and user requests ensuring requests were documented, triaged and assigned to the appropriate resource
- Provided intermediate support for network, WIFI and remote connectivity problems while answering 40-60 calls per day.
IT Associate Support
HISD
Houston, TX
06.2010 - 09.2011
- Addressed incidents of service interruption and took steps to re-initiate service or properly escalate for resolution
- Provided support service for employees with technical issues involving applications or data as well as education technologies
- Developed, documented and implemented standard operating procedures and customer service guidelines
Helpdesk Technician
Christus Health Care
Houston, TX
11.2007 - 11.2008
- Provided 1st level support for PCs, Workstation operations, hardware components, and software applications on multiple platform environments
- Analyzed and resolved calls for assistance on software applications, hardware and network technologies in a professional and timely manner
- Provided service desk training for new employees
Education
Associate of Arts - Business Administration
Lonestar College - Montgomery
Conroe, TXA.A.S - Computer Information Systems
MTI College of Business And Technology
Nassau Bay, TX03.2003
Skills
- Ticketing Software:
- Heat, Cantive, Altris, Remedy, Service Desk, Service Now (SNOW)
- Hardware: PC assembly and repair, RSA Token, Blackberry, IPhone, Android, and Palm Trio
- Remote Tools: Dameware, SMS, Bomgar, Zenworks and Remote Viewer
- Operating Systems/Software: Windows 98, 2000, ME, NT, XP, Windows 7, Windows 8, Windows 10, Active Directory, MS Office, 2010/2013/2016/Office365, Skype for Business, Microsoft Teams, Cisco VPN, Pulse VPN, SAP, Salesforce, AS400, JDE E1; IknowMed; Citrix
- Remote System Analysis
- Tracking and Documentation
- Training Material Development
- Technical Support Triage
- VPN Configurations
- Remote Technical Support
- Online Chat Support
Affiliations
- Association of Information Technology Professionals
Timeline
Helpdesk Technician
McKesson
04.2018 - Current
Helpdesk Technician
Tomball Independent School District
10.2017 - 04.2018
Helpdesk Technician
Chicago Bridge & Iron
08.2014 - 10.2017
Desktop Support Technician
Houston Housing Authority
01.2014 - 04.2014
Service Desk Analyst
Sava Senior Care
09.2013 - 01.2014
Service Desk Analyst
Waste Management
09.2011 - 09.2013
IT Associate Support
HISD
06.2010 - 09.2011
Helpdesk Technician
Christus Health Care
11.2007 - 11.2008
Associate of Arts - Business Administration
Lonestar College - Montgomery
A.A.S - Computer Information Systems
MTI College of Business And Technology
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