Ryan N. Baca
End User Support
White Rock
Summary
Dedicated and enthusiastic individual with a knack for organization, seeking to contribute to team success and drive company objectives. Eager to apply strong work ethic and passion for achieving results in a collaborative environment. Ready to take on new challenges and make a positive impact within the organization.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
IT End User Support 2- Human Services Department (HSD)
State of New Mexico
09.2016 - Current
- Provide technical assistance and excellent customer service within the Production Support Bureau Network Help Desk, to 2000+ employees
- Provide technical guidance and advanced training; may lead or direct lower level staff
- Gather asset inventory and software license information
- Resolve all assigned incident tickets and fulfill all assigned requests, prior to escalating to the next tier
- Maintain proper documentation in all assigned tickets by documenting, tracking, and monitoring the problem to facilitate a timely resolution
- Manage user passwords accounts in various systems supported by the Information Technology Division (ITD)
- Contributes to the team by performing necessary operational duties, including responding to customer inquires
- Installing various desktop applications, as well as hardware configuration and setup process for existing and new users
- Software deployment, and management, as well as accountability for primary communications from ITSD to ensure HSD employees are aware of operational and technical information, as needed.
- Ability to create and assign employee badges to new and existing users
- Ability to image 10+ computers in a timely manner for upper management deadlines
- Assist in the evaluation and selection of operating systems, applications and peripherals.
- Diagnose and resolve basic and more complex problems; respond and more complex problems from clients; perform triage, perform remote problem resolution when possible, dispatch problems to associated groups throughout the support unit.
- Provide technical guidance and advanced training to users through difference channels of communication (e.g. phone, remote desktop, email)
Cashier
Santa Claran Casino
03.2015 - 09.2016
- Provide timely and excellent customer service
- Execute transactions in a timely manner for customers
- Successfully balancing out a cash drawer with minimal errors
- Communicate effectively with customers, managers, and coworkers through phone and in person
- Maintain high volume quality work, while ensuring a positive attitude
Information Technology Work Study
Northern New Mexico College
08.2013 - 05.2015
- Learning how to process computer programs (e.g. Microsoft, Virus protections, software updates)
- Communicated effectively with staff/students, managers, coworkers through a variety of channels including email, phone, and spiceworks
- Learning how to update computer systems (e.g. recover files, computer systems)
- Shadowed one of the lead IT directors to better ensure the speed of the given process
Cashier/Shift Supervisor
Baskin Robbins
03.2011 - 01.2014
- Responded to customers in a timely manner when fulfilling their needs
- Provided excellent customer service for customers and employees
- Successfully balancing out a cash drawer with minimal to no errors
- Communicate effectively with customers, managers and coworkers to ensure quality satisfaction for our customers
- Maintain high volume of incoming and outgoing customers in the facility
- Supervising a group of 3-4 employees while rotating weekly shifts
Education
Bachelor of Information and Communication Technology -
New Mexico State University
01.2021 - Current
AAS - Information Technology
Northern New Mexico College
Espanola, NMHigh School Diploma - undefined
Espanola Valley High School
Espanola, NMSkills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Problem-solving
Dependable and responsible
Multitasking
Certification
[Area of certification] Training - [Timeframe]
Timeline
Bachelor of Information and Communication Technology -
New Mexico State University
01.2021 - Current
IT End User Support 2- Human Services Department (HSD)
State of New Mexico
09.2016 - Current
Cashier
Santa Claran Casino
03.2015 - 09.2016
Information Technology Work Study
Northern New Mexico College
08.2013 - 05.2015
Cashier/Shift Supervisor
Baskin Robbins
03.2011 - 01.2014
AAS - Information Technology
Northern New Mexico College
High School Diploma - undefined
Espanola Valley High School
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