Ricky M. King
Bessemer
Summary
Dynamic IT professional with extensive experience at American Family Care, excelling in Active Directory management and customer relationship skills. Proven track record in software installation and hardware troubleshooting, consistently enhancing user satisfaction and operational efficiency. Adept at navigating complex ticketing systems to resolve issues swiftly, ensuring seamless technology integration.
Overview
15
15
years of professional experience
Work History
Help Desk Analyst Level 2
American Family Care
01.2022 - 03.2026
- Supported the AFC corporate office and local clinic sites with hands on and remote software.
- Setup new hires using Active Directory and other software tools which ensured positive expectation for a new hire and user experience.
- Demonstrated a willingness to lean new company technology trends which allowed user interface to be precise, Example two part authentication, MFA and VPNs.
- Managed the deployments of company devices such as laptops, Surface Pros and Apple devices.
- Very strong verbal skills assisting end users over the phone under the use of a ticket system.
- Established timely break fix needs with vendors the company was in partner with.
- Reported honesty and trustworthy demeanor to staff about problematic issues.
- Endorses new ideals and trends of policy for the help desk environment.
Help Desk Support Tier 3
Kaiser Permanente
09.2021 - 12.2021
- Used Service Now ticket system creating tickets for offsite calls and issues.
- Daily user of Active Directory, Office365, Bomgar to handle intake calls with phone support.
- Handled calls that consisted of troubleshooting email, shared dives and vpn connection.
- Unlocked accounts from third party applications with admin credentials.
- Resolved Bit locker issues and installed and configured Teams for managers ensuring meetings were set up correctly.
- Handled 20 plus calls a day meeting goal established by company help desk SLAs.
- Followed up with VP problems that were solved to ensure a working environment was at its best.
Field Technician
Asbury Atlanta/Smart Source
07.2021 - 09.2021
- Provided IT customer support for new hires at Infinity, Lexus, and Volks Wagon car dealerships throughout the Atlanta, Marietta, Decatur, and Kennesaw areas of Georgia.
- Installed cisco phones and set up laptops and desktops with monitors and printers, with the help of walking new hire threw the 1st day sign on to company third party websites.
- Worked closely with the GM of each dealership to ensure and be aware of all technical issues and needs were met in the dealership.
- Used Service Now ticketing system to track and resolve or even escalate tickets if high and low priority from end users in each dealership.
- Made office moves in a timely manner and maintained conference rooms with Audio and Video technology more user friendly for meetings.
- Traveled up to 3 to for locations a day delivering support as needed at tickets were assigned to me.
- Also was responsible for the security of storage of inventory for each location as devices and equipment were shipped to that location of implementation, and deployment.
Deployment Engineer
Southwire
10.2020 - 07.2021
- Responsible for tasks and procedures for Microsoft Windows seven to 10 migration.
- Performed software installs on Dell laptops, tablets, and desktop computers.
- Examines logistics of travel for over 100 to 300 devices at times to execute installations at site locations.
- Communicate with executive managers and staff and key members of the plant to conduct installs and backups of critical data and understand demographics of user interface.
- Worked with helpdesk using ticking software to monitor and solve issues after implementation as conducted.
Helpdesk Support Specialist
The Quikrete Companies
08.2019 - 08.2020
- Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.
- Handled Customer-relation problems promptly and appropriately, escalated issue issues according to established procedures.
- Provided software installs and service to high level executives and VP on a corporate platform.
- Performed assignments and tasks under limited supervision and normally received no instruction.
- Communicated with third party vendors on site to ensure company equipment was in great working order and receiving proper maintenance.
- Conducted user support with Active Directory.
- The Setup Company issued devices with company image and installed third party company software.
- Conducted WebEx meetings with fellow IT professionals in remote locations to discuss deployments of new development for user interface.
- Demonstrated strong communications follow up with staff ensuring the goals and objectives are met.
- Monitored and reported user issues and incidents with service desk portal to appropriate teams.
Desktop Support Technician Tier 3
CHANGE HEALTHCARE REFRESH PROJECT
08.2016 - 05.2019
- Responsible for the refresh and migration of all computers and laptops.
- Performed hardware and software installs on company laptops, printers and tablets. CISCO phone setup and installs. These would include the setup of VPN connection and RSA interface with token deployment.
- Setup and configured Outlook email accounts pointing them to different exchange servers.
- Install and support company-based encryption on all company issued devices.
- Resolve and handle tickets from the company helpdesk ticket system using Remedy Force Console.
- Work closely with executive members and staff setting up conference rooms for presentations.
- Arrive at other change healthcare locations setting up workstations for new hires, which can include 30 or more cubicle stations to be set up with network connections and peripheral enchantments.
- Migrated all computers from Windows 7 to Windows 10.
Desktop Support/Field Technician
DELL/COCA COLA REFRESH PROJECT
02.2015 - 08.2016
- Deployed corporate company images such as Windows 7 and 8 while backing up critical company and user data to secure hardware. These functions would consist of pinging servers with IP addresses while working with other teams to ensure devices were up and working.
- Performed hardware and software installs on company laptops, printers and tablets. CISCO phone setup and installs. These would include the setup of VPN connection and RSA interface with token deployment.
- Supported over 5,000 users on a global platform, with 24/7 on-call remote resolution team. Password resets software troubleshooting and deployment of applications using company cloud and software remote tools. Most services would include the arrival on site campus to perform duties.
- Installed and configured servers, aces points, secure printers, on campus sites. Arrival on site was set by appointment with the end-user and management for proper downtime delay awareness.
- Ordered devices from Lenovo website using corporate company account and worked closely with Lenovo field technicians on their product to ensure preventive maintenance measures were in effect.
Computer Help Desk Analyst
Dell/IBM State of Georgia
07.2013 - 12.2015
- Provided phone technical support to all 17 government agencies in the state of Georgia.
- Conducted remote sessions with end-users to maneuver throughout their day-to-day task.
- Ordered IBM and Dell peripherals and devices using both manufactures website and database tracking system to service the end-user environment.
- Dispatched fields service technicians to state government agencies where issues are reported in a timely manner.
- Performed high level procedures and computer maintenance with the aid of government applications on an admin level.
- Delivered end of day reports proving high expectation goals and strategies met the daily goal of productivity level of excellence.
- Used and made changes in active directory to state employees accounts.
- Setup and configured Outlook email accounts pointing them to different exchange servers.
Information Technology/Helpdesk Technician
Encompass Digital Media-Atlanta, GA
10.2010 - 05.2013
- Provided phone support to over 300 end users and executive level personnel.
- Designed company images that consisted of Windows 7, professional and enterprise 32/64-bit versions to company domain and salesforce usage.
- Performed hardware, software upgrades and scheduled maintenance to Dell and HP work stations and servers.
- Imaged high-end laptops (Dell Latitude, Lenovo ThinkPad, HP Pro, and Elite Books which were set up with stand-alone VPN access.
- Also authenticated devices (workstations, I Pad’s, laptops, and network printers) to company domain with the application use of Active Directory.
- Duties with active directory consisted of unlocking and creating accounts, distribution list adding users and machines to groups and disabling users.
- Programmed Polycom in conformance rooms for connection with other off site executive staff and management.
- Offering 24 hours phone support with remote access to administer user requests.
- Monitored and was overseer of the Service Desk ticketing system.
- Setup and configured Outlook email accounts pointing them to different exchange servers.
- Also provided extensive support with smartphones and tablets to allow executive members to retrieve company email in a domain environment.
- Performed training to users on how to navigate into company network with the use of terminal server form the outside of company firewall.
Education
Associates Degree - Information Technology and System Programs
Lawson State Community College
Birmingham, ALHazardous Waste Operations and Emergency Response
The National Environmental Trainers
Skills
- Active Directory
- VPN configuration
- Software installation
- Ticketing systems
- Hardware troubleshooting
- Customer relationship management
Timeline
Help Desk Analyst Level 2
American Family Care
01.2022 - 03.2026
Help Desk Support Tier 3
Kaiser Permanente
09.2021 - 12.2021
Field Technician
Asbury Atlanta/Smart Source
07.2021 - 09.2021
Deployment Engineer
Southwire
10.2020 - 07.2021
Helpdesk Support Specialist
The Quikrete Companies
08.2019 - 08.2020
Desktop Support Technician Tier 3
CHANGE HEALTHCARE REFRESH PROJECT
08.2016 - 05.2019
Desktop Support/Field Technician
DELL/COCA COLA REFRESH PROJECT
02.2015 - 08.2016
Computer Help Desk Analyst
Dell/IBM State of Georgia
07.2013 - 12.2015
Information Technology/Helpdesk Technician
Encompass Digital Media-Atlanta, GA
10.2010 - 05.2013
Associates Degree - Information Technology and System Programs
Lawson State Community College
Hazardous Waste Operations and Emergency Response
The National Environmental Trainers