Rickey John Norton
CULVER CITY,CA
Summary
Experienced IT technician proficient in providing technical support and solutions to resolve customer computer problems.
Overview
27
27
years of professional experience
Work History
Help Desk Support Specialist
Jeffer Mangels Butler & Mitchell LLP
08.2002 - 10.2024
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Provided end-user system and equipment training.
Computer Helpdesk Technician
Brobeck, Phlegar, & Harrison LLP
05.1997 - 04.2001
- Provided exceptional remote support to users, utilizing remote access tools to diagnose and resolve issues effectively.
- Streamlined helpdesk processes, resulting in reduced wait times and increased productivity for endusers.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Maintained inventory of computer hardware components, ensuring availability of replacement parts when needed for repairs or upgrades.
- Used ticketing systems to manage and process support actions and requests..
Education
Bachelor of Science - Business Information Systems
University of Phoenix
Los Angeles, CA10.2001
Skills
- Application support
- Customer service expert
- Ticketing systems
- Customer Education
- Risk Assessment
- Adaptability
- Problem-Solving
- Teamwork and Collaboration
- Self Motivation
- Excellent Communication
- Effective Communication
Timeline
Help Desk Support Specialist
Jeffer Mangels Butler & Mitchell LLP
08.2002 - 10.2024
Computer Helpdesk Technician
Brobeck, Phlegar, & Harrison LLP
05.1997 - 04.2001
Bachelor of Science - Business Information Systems
University of Phoenix