Ronnald Milligan
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
18
18
years of professional experience
Work History
IT Support Specialist Level II Team Lead
HCL America (Under contract to Club Corp USA Inc.)
06.2016 - Current
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Efficiently troubleshot and repaired Micros equipment to cut company costs and maximize productivity.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted training and mentored new / existing team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behavior and standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Provided mentoring and one on one training to new Helpdesk Analyst team members.
- Diagnosing and resolving a wide range of technical issues over the phone
- Created help desk tickets, troubleshot and resolved desktop issues.
- Answer incoming support request, inquiries via telephone and email to determine if problems are user, software or hardware related
- Take ownership of a call and seeing it through to closure
- Escalating calls and issues where necessary to Enterprise Admin and Development teams.
- Ensuring that all call details are captured and entered in the logging software.
- Answering & responding to all calls & requests within agreed time scales.
- Keep users informed and up to date as to progress of escalations and ongoing issues
- Provide troubleshooting and configuration support for client desktop and networking environment
- Provide support, troubleshooting and training in the ADP EeTime Timekeeping system.
IT Support Specialist Level II
Club Corp USA Inc.
03.2014 - 06.2016
- Provide mentoring and one on one training to new Helpdesk Analyst team members
- Providing technical support over the phone to all users
- Diagnosing and resolving a wide range of technical issues over the phone
- Answer incoming support request, inquiries via telephone and email to determine if problems are user, software or hardware related
- Take ownership of a call and seeing it through to closure
- Escalating calls and issues where necessary to Enterprise Admin and Development teams
- Ensuring that all call details are captured and entered in the logging software
- Answering & responding to all calls & requests within agreed time scales
- Keep users informed and up to date as to progress of escalations and ongoing issues
- Provide troubleshooting and configuration support for client desktop and networking environment.
IT Support Specialist Level I / II
Oxford Global Resources (contracted to Club Corp USA Inc.)
08.2013 - 03.2014
- Providing technical support over the phone to all users
- Diagnosing and resolving a wide range of technical issues over the phone
- Answer incoming support request, inquiries via telephone and email to determine if problems are user, software or hardware related
- Take ownership of a call and seeing it through to closure
- Escalating calls and issues where necessary to Enterprise Admin and Development teams
- Ensuring that all call details are captured and entered in the logging software
- Answering & responding to all calls & requests within agreed time scales
- Keep users informed and up to date as to progress of escalations and ongoing issues
- Provide troubleshooting and configuration support for client desktop and networking environment.
Help Desk on ETS, Westinghouse Electric, Ingalls Ship Building and Medical accounts
Computer Science Corporation (CSC)
02.2013 - 08.2013
- Provide mentoring and one on one training to other Helpdesk Analyst team members and leveraged account agents
- Diagnose, troubleshoot and resolve issues over the phone in a fast paced-dynamic environment
- Answer incoming support request, inquiries via telephone and email to determine if problems are user, software or hardware related
- Analyze problems/issues/inquiries, assign severity levels to the appropriate technician and follow through to resolution
- Perform call backs ensuring issues are resolved in a timely manner and that helpdesk ticket information is accurate.
Team Lead / 2nd in command to Project Manager
The Computer Merchant (contracted to CSC)
01.2012 - 04.2012
- Contract PC Refresh for 1035 clients at NMAC
- Manage and trained PC/Laptop refresh team, answer directly to Project Manager
- Assist P.M
- With scheduling and reconciliation of PC's/Laptops deployed
- Assign scheduled refresh work to team members
- Imaged pc's and laptops via SCCM image software
- Utilized RDS (Rapid Deployment System) reports to install additional software
- Coordinate with client focal points on scheduling and issue escalations
- Maintain, coordinate, and consolidate paperwork related to PC/Laptop refresh
- Ensure work quality and quantity are maintained per client requests.
Linux server Junior Administrator / Help Desk Tier 2
Morrison Supply Company
01.2010 - 12.2011
- Provided Help Desk Support for Windows and Linux Desktops, Linux servers, Windows terminal server, and terminal server remote desktop connections, email, printers, minor networking
- Provided assistance as needed to Windows, Linux and Network administrators
- Provided remote and hands on Windows desktop and MS Office troubleshooting and setup/support
- Utilized infection removal software and registry edits as necessary to clean / restore pc functionality
- Maintained backup project for end of month/end of year data warehousing, compiling and verifying data for previous years through 2008, in preparation for hard copy backup and removal from data vault
- Assisted Windows Administrator with server 2008 RDP/thin client/active directory issues
- Resolved VPN connection issues for remote users and utilized VPN working remotely
- Utilized scripts to setup new employee email and LDAP entries
- Imaged/Refreshed Dell pc's using Ghost and Built/Imaged/Refreshed clone pc's via Win XP/ Win 7 install media and pre-determined set of software
- Managed user accounts at branch level servers
- As part of the I.T
- Help Desk team, Supported over 1000 employees at over 80 locations.
Technical Support Supervisor / Unix / Linux Level 3 Server Support
CI Host
03.2006 - 01.2010
- Technical Support Supervisor & Level 3 web server support technician
- Trained, mentored and supervised morning and afternoon technical support staff, up to 10 level 1 & 2 technicians
- Trained technicians using online tools in a one on one environment
- Handled technical escalation and manager escalation calls
- Maintained call quality, customer service and technical support quality, including ticketing system, and live chat sessions
- Worked closely with fellow level 3 / evening floor supervisor and the Customer Service / Technical Support manager
- Mentored and trained level 1 & 2 Unix/Linux server support technicians
- Worked with vendors, staff, network engineers, server administrators, and end users to troubleshoot and resolve problems with servers and applications
- Worked with clients via incoming calls, tickets, chats and emails
- Maintained a high level of customer service satisfaction
- Performed preventative maintenance via remote shell and desktop access, review error and access/audit logs
- Resolved hacker attacks including phishing sites, ssh-scans, port scans, illegal shell scripts, and other server attack issues
- Assisted in policing usage policies including spam, unauthorized software, and other issues, and work with customers and internal organizations to find a resolution to the issues.
Education
GED -
Fort Worth ISD
05.2000
Skills
- Help Desk / Desktop / Server Support
- Windows
- ADP Software
- Apple I-products (IPad and IPhone)
- Mobile Iron – user setup / Device account creation/setup
- ITMS – Check Scanning and Account creation
- JP Morgan - Digital Check Scanning and Account creation
- ECenter – Check Printing support
- Networking troubleshooting
- WIFI troubleshooting (Both Nomadix and Aruba environments)
- Oracle user support
- Oracle Discoverer support
- Orbital AutoPay troubleshooting support
- Opera and ProtoBase troubleshooting/support assistance
- ServiceDeskPlus = SDP ticketing system
- VPN troubleshooting and support
- Helpdesk Call Support
- Configuration Management
- Operating System Management
- Instruction and Training
- Technical Support
- Customer Service
- Desktop Support
- Service Support
- User Credential Management
- Software Installation
- Network Diagnostics
- Systems Analysis
- Application Support
- User Support
- Product Troubleshooting
- Technical Issues Analysis
- Staff Education and Training
- Technical Troubleshooting
- Windows 10
- Issue Troubleshooting
- Customer Service Expert
- Access Issue Resolution
Languages
English
Timeline
IT Support Specialist Level II Team Lead
HCL America (Under contract to Club Corp USA Inc.)
06.2016 - Current
IT Support Specialist Level II
Club Corp USA Inc.
03.2014 - 06.2016
IT Support Specialist Level I / II
Oxford Global Resources (contracted to Club Corp USA Inc.)
08.2013 - 03.2014
Help Desk on ETS, Westinghouse Electric, Ingalls Ship Building and Medical accounts
Computer Science Corporation (CSC)
02.2013 - 08.2013
Team Lead / 2nd in command to Project Manager
The Computer Merchant (contracted to CSC)
01.2012 - 04.2012
Linux server Junior Administrator / Help Desk Tier 2
Morrison Supply Company
01.2010 - 12.2011
Technical Support Supervisor / Unix / Linux Level 3 Server Support
CI Host
03.2006 - 01.2010
GED -
Fort Worth ISD
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