Ronald Haynes Jr.
Lewisville
Summary
With a proven track record at Southern Glazer's Wine and Spirits, I excel in network administration and multitasking, enhancing operational efficiencies and customer satisfaction. My expertise in Active Directory management and organizational skills has significantly contributed to process improvements and service enhancements, achieving notable success in project coordination and technical support.
Provisioning professional prepared to leverage extensive experience in resource management and allocation. Known for reliability, adaptability, and unwavering commitment to team success. Brings strong skills in inventory control and vendor negotiation, ensuring optimal resource availability.
Overview
14
14
years of professional experience
Work History
Network Provisioner II
Southern Glazer's Wine and Spirits
04.2017 - Current
- Optimized network configurations by implementing efficient provisioning processes and procedures.
- Collaborated with sales teams to ensure seamless transition from contract negotiation to service implementation phases for new clients.
- Contributed to overall company growth by actively seeking opportunities for process improvement, cost reduction, and service enhancement within the scope of provisioning responsibilities.
- Assisted in the preparation of detailed project reports for presentation to upper management, showcasing key achievements and progress updates related to provisioning activities.
- Contributed to the successful completion of network expansion projects by providing technical expertise during the planning phase.
- Ensured timely delivery of services by coordinating with cross-functional teams and vendors for equipment procurement and installation.
- Increased customer satisfaction by promptly addressing inquiries, concerns, and service requests from clients.
- Reduced downtime for clients by proactively identifying and resolving potential network issues.
- Stayed current on regulatory compliance guidelines pertaining to telecommunications infrastructure, guaranteeing conformity with industry standards throughout provisioning activities.
- Streamlined internal communication channels by establishing clear protocols for information sharing among team members.
Level 2 Support Technician
Stearns Lending LLC
12.2016 - 04.2017
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Implemented preventative maintenance measures for client hardware, minimizing downtime and reducing future support requests.
- Served as an escalation point for more challenging cases, demonstrating advanced problem-solving skills and expertise in technical support functions.
- Assisted in developing training materials for new hires, contributing to a strong foundation for future team members.
- Improved internal communication within the support department by establishing clear procedures and protocols for information sharing among team members when needed urgently during support cases.
- Managed high-pressure situations effectively, quickly resolving urgent issues and retaining customer trust in the company''s services.
- Resolved complex technical issues for clients, improving their overall experience with the company.
Help Desk Manger/Project Coordinator (Contract)
Nobilis Health Corp.
06.2015 - 12.2016
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new hires.
- Improved resource allocation by developing detailed inventory management system, ensuring projects had necessary materials without overstocking.
IT Technical Support Analyst Level 2
Ernest & Young
12.2014 - 06.2015
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Leveraged diagnostic tools to troubleshoot network connectivity issues, restoring critical services for clients quickly and efficiently.
Level 2 Technical Support Representative
Bank of America
05.2011 - 03.2013
- Supported diverse clientele by offering bilingual technical assistance when needed, improving overall customer satisfaction.
- Consistently met or exceeded individual performance goals while contributing to the overall success of the team.
- Reduced repeat calls by providing clear explanations of complex technical concepts to non-technical customers.
- Collaborated with cross-functional teams to identify and address system-wide issues, improving overall product performance.
- Promoted self-service options to customers by directing them to relevant online resources and guiding them through troubleshooting steps over the phone.
- Upheld company security protocols by diligently verifying customer account information before providing assistance or making changes.
- Facilitated seamless software updates by conducting pre-release testing, identifying bugs, and providing detailed reports to development teams.
- Assisted in evaluating new support tools and processes by providing feedback on their effectiveness and ease of use.
- Provided tailored guidance for users with varying levels of technical proficiency, ensuring all customers received appropriate support.
- Assisted in the onboarding process for new hires by sharing technical expertise and best practices in group training sessions.
- Acted as an escalation point for Level 1 support representatives when faced with complex or difficult cases requiring advanced expertise.
- Boosted first-call resolution rates by proactively addressing potential future issues during initial customer interactions.
Education
GED -
Brookhaven College
Dallas, TX06-1993
Skills
- Operating system support
- Multitasking and organization
- Active Directory management
- Data analysis
- Network administration
- Problem resolution
- MS office
- Remote desktop support
- Project coordination
- VPN configuration
- Ticket management
- Technical issue analysis
- Remote support tools
- Data collection monitoring
- Diagnostic testing
- Network connectivity
- Document management
- ITIL framework
- ITIL processes
- Scheduling and calendar management
- SAP software
- Project Support
- Ticket support system management
- Network diagnostics
- Patch management
- User credential management
- Administrative leadership
- End-user training
Timeline
Network Provisioner II
Southern Glazer's Wine and Spirits
04.2017 - Current
Level 2 Support Technician
Stearns Lending LLC
12.2016 - 04.2017
Help Desk Manger/Project Coordinator (Contract)
Nobilis Health Corp.
06.2015 - 12.2016
IT Technical Support Analyst Level 2
Ernest & Young
12.2014 - 06.2015
Level 2 Technical Support Representative
Bank of America
05.2011 - 03.2013
GED -
Brookhaven College
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