Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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Ronald Harvey

Kansas City,Mo

Summary

Technical Support Engineer with 5 years of experience helping clients maintain smooth operations. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

UMB Financial
10.2019 - 12.2023
  • Monitor top applications and network infrastructure.
  • Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
  • Monitor traffic in ZEKE and ZENA.
  • Assisted customers with more difficult technical issues requiring a greater level of personalized care and greater length.
  • Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
  • Creating daily reports for high-priority service issues.
  • Onboarded and trained all incoming junior tech support specialists.
  • Solved 82% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.

DEV/OPS Engineer

UMB Financial
01.2017 - 01.2019
  • Deploying, securing, and supporting cloud infrastructure solutions to meet application developer requirements
  • Working with and designing automation solutions at scale - particularly infrastructure deployment and testing
  • Configuration management across all our services and the various environments
  • Help develop/implement cloud security strategies for the firm
  • Experience developing and deploying system updates and patches
  • Troubleshooting and resolving issues
  • Build real web applications and back-end systems faster, more reliable, more efficient
  • Integrate with existing deployments and infrastructure.

Department of Education Network Desktop Support Tier II

Spear
01.2015 - 01.2017
  • Provide information and assistance with hardware troubleshooting, software applications and a variety of IT processes
  • Professional staff provides a central point of assistance with a variety of IT issues
  • With extensive reach back from in-house IT engineers and developers, escalation processes are fast and easy
  • The help desk team utilizes beneficial enterprise tools for locating, analyzing, and eliminating common problems
  • Knowledge of cutting-edge technologies and hands-on approach ensures the procurement of our IT systems and support
  • The IT help desk is continuously looking to improve its approach to customer service to provide a better experience for all users.

Education

I.T. Administrator Program -

Centriq Training
06.2013

Skills

  • Troubleshooting hardware and software issues
  • Customer service and communication
  • Ticket management and escalation in Servicenow
  • Network configuration and maintenance
  • Remote desktop support
  • Active Directory administration

Certification

  • A+, Microsoft Technology Associate
  • MTA: Networking Fundamentals (Certified)
  • Security+ CE
  • ITIL version3
  • DOD adjudicated Secret Clearance
  • DOE Secret Security Clearance

Personal Information

Title: Technical Support Engineer

Timeline

Technical Support Engineer

UMB Financial
10.2019 - 12.2023

DEV/OPS Engineer

UMB Financial
01.2017 - 01.2019

Department of Education Network Desktop Support Tier II

Spear
01.2015 - 01.2017

I.T. Administrator Program -

Centriq Training

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Ronald Harvey