Ricky Jumawan
Albuquerque
Summary
Professional with strong expertise in IT service delivery, adept at managing and resolving technical issues efficiently. Proven track record in enhancing system performance, ensuring optimal uptime, and improving user satisfaction. Highly skilled in troubleshooting, network management, and cybersecurity protocols. Known for fostering team collaboration, adapting to changing demands, and consistently achieving desired outcomes.
Overview
17
17
years of professional experience
Work History
Tier 2 IT Service Specialist
DSI Document Solutions
04.2023 - 06.2024
- Established effective backup procedures, ensuring minimal disruption during unexpected system outages or data loss events
- Facilitated cross-departmental communication by creating and maintaining a centralized IT service ticketing system, streamlining issue resolution processes
- Assisted with the planning and execution of large-scale technology rollouts, ensuring seamless integration into existing systems
- Developed technical documentation to facilitate user training and improve issue resolution times
- Enhanced system efficiency by performing regular software updates and hardware maintenance
- Streamlined operations with the implementation of IT service management best practices
- Conducted comprehensive risk assessments to proactively address potential vulnerabilities in IT infrastructure
- Implemented robust cybersecurity measures to protect sensitive data and prevent unauthorized access
- Managed inventory of hardware and software assets to ensure optimal resource allocation and cost control
- Delivered exceptional customer service, resulting in a high rate of repeat business from satisfied clients
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Tested new software and hardware prior to deployment
- Patched software and installed new versions to eliminate security problems and protect data
- Configured and tested new software and hardware
- Created user accounts and assigned permissions
- Configured hardware, devices, and software to set up work stations for employees
- Installed, configured and maintained computer systems and network connections
- Installed and configured operating systems and applications
- Responded to customer inquiries and provided technical assistance over phone and in person
- Offered assistance in implementing and developing training programs
IT Specialist II
Blakes Lotaburger
12.2021 - 03.2023
- Monitors DSL/network connectivity to all restaurants daily and/or on cases initiated by the stores
- Receives trouble calls on equipment and troubleshoots problems and/or issues
- Programs DSL modems and firewall equipment
- Follows procedures to ensure systems and equipment security for PCI-DSS compliance and file integrity
- Performs local and remote testing on equipment, including running computer programs to and utilizing test equipment to diagnose faults
- Assists in preparation and installation of software and peripheral devices
- Assisting in changing BOH server locations and working with electricians to determine necessary wiring changes
- Evaluates requests for hardware and BOH services, develops alternate proposals and recommends new applications
- Evaluated emerging technologies for feasibility, cost-effectiveness, and potential value-add to the company's IT ecosystem
Help Desk
Leidos
09.2019 - 01.2021
- Developed comprehensive training materials for new help desk representatives, increasing first-call resolution rates
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues
- Streamlined the help desk ticketing process for quicker response times and improved resolution rates
- Provided exceptional customer service by promptly responding to help desk inquiries and resolving technical issues in a timely manner
- Created detailed reports on common trends in help desk requests, assisting management in making informed decisions about future training needs
- Scheduled and trained help desk employees
- Reduced help desk ticket backlog through swift problem-solving abilities and effective prioritization skills
- Achieved significant improvements in help desk response times by reorganizing support ticket priorities according to urgency and impact
- Demonstrated strong customer service skills while providing technical support to users via phone or in person at help desk stations
- Maintained accurate records of all help desk interactions, ensuring efficient routing and follow-up on open tickets
- Reduced response times for help desk tickets by swiftly addressing user-reported issues related to network connectivity or hardware performance
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues
Help Desk
Robert Half Technology
09.2016 - 01.2019
- Developed comprehensive training materials for new help desk representatives, increasing first-call resolution rates
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues
- Demonstrated strong customer service skills while providing technical support to users via phone or in person at help desk stations
- Achieved significant improvements in help desk response times by reorganizing support ticket priorities according to urgency and impact
- Reduced response times for help desk tickets by swiftly addressing user-reported issues related to network connectivity or hardware performance
- Streamlined help desk processes with effective ticket management, resulting in faster response times
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level
- Increased customer retention rates by implementing proactive support mechanisms such as user-friendly documentation as well as responsive help desk services
T1 Tech
Ernest Health
08.2015 - 09.2016
- Evaluated potential software applications for compatibility with current systems, recommending effective solutions when appropriate
- Provided exceptional customer service by promptly addressing problems reported by end user
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Patched software and installed new versions to eliminate security problems and protect data
- Streamlined technical support process for enhanced user satisfaction and faster issue resolution
- Reduced downtime by identifying potential issues and resolving them proactively
Desktop Support
Lovelace Health System
06.2014 - 08.2015
- Maintained a high level of customer satisfaction by providing prompt and accurate technical assistance via phone, email, and remote desktop support tools
- Enhanced user experience by providing timely and efficient desktop support to end users
- Provided remote desktop support to employees working from home to enable smooth business continuity
- Enhanced end-user satisfaction by promptly resolving desktop support issues and providing clear communication throughout the process
- Enhanced end-user satisfaction by providing timely and efficient desktop support services
- Improved desktop support response times by streamlining ticketing processes and prioritizing urgent issues
- Improved user satisfaction by providing tailored desktop support services based on individual needs
Store Manager and Support Specialist
Dollar General
07.2007 - 09.2010
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees
- Managed inventory control, cash control, and store opening and closing procedures
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Assisted with hiring, training and mentoring new staff members
- Improved customer satisfaction through staff training in customer service and product knowledge
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
Education
Cyber Security -
Central New Mexico Community College
Albuquerque, NM12.2025
High School Diploma -
Haurcourt High School
Scranton, PA05.1999
Skills
- Laptop/desktop hardware repairs
- Desktop design and build
- Programming and design
- OS reinstalling windows/server
- Network implementing and diagnosing
- Windows formats and operating systems
- Online Helpdesk remote support
- Microsoft Office Knowledge
- Excellent with critical problem-solving
- Skilled troubleshooter
- Email/web mail client troubleshoot
- Microsoft active directory on Server OS
- Ticketing system
- Data backup and recovery
- IT asset management
- Help desk experience
- Software installation
- Patch management
- System configuration
- Desktop support
- Incident response
- Remote desktop assistance
- Customer service
Timeline
Tier 2 IT Service Specialist
DSI Document Solutions
04.2023 - 06.2024
IT Specialist II
Blakes Lotaburger
12.2021 - 03.2023
Help Desk
Leidos
09.2019 - 01.2021
Help Desk
Robert Half Technology
09.2016 - 01.2019
T1 Tech
Ernest Health
08.2015 - 09.2016
Desktop Support
Lovelace Health System
06.2014 - 08.2015
Store Manager and Support Specialist
Dollar General
07.2007 - 09.2010
High School Diploma -
Haurcourt High School
Cyber Security -
Central New Mexico Community College
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