Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Hi, I’m
RONNIE STANFORD
Oak Park,MI
Summary
Overview
11
years of professional experience
6
IT Certificates
Work History
Raymond James Financial Services, IncSouthfield, MI
Senior Specialist, Help Desk Support
02.2020 - Current
Job overview
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel
- Managed user profiles, security access and shared file structures
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Removed malware and viruses from laptops and desktop systems using specialized software
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Configured employee work stations, including all hardware, software and peripheral devices
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access
- Created new accounts, reset passwords and configured access to servers and file management software for users
- Initiated shipments to send equipment to clients and tracked return shipments
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks
- Troubleshot MobileIron Mobile Device Management configuration and device issues for iOS and Android phones relating to emails, contacts, calendars, permissions and application installs
DTE EnergyDetroit, MI
LAN Technician
08.2019 - 12.2019
Job overview
- Scheduled appointments and migrated workstations from previous versions of Windows to Windows 10 through SCCM onsite and at remote locations
- Monitor computers in SCCM collections to ensure successful migration
- Remove End of Life computers and replace them with updated workstations
- Removed EOL workstations hardware components for proper disposal and confidentiality of data
- Installed software as needed after Windows 10 upgrade for users critical to their job position
- Proactively prepared and upgraded backup workstations to Windows 10 in case of problematic migration issues
- Report number of computers migrated daily to team members and supervisors
- Inventoried, maintained, and provided status of workstations in asset management system
- Resolved Windows 10 migration issues assigned to group through
- ServiceNow ticketing system
Third Circuit CourtDetroit, MI
Help Desk Analyst
05.2018 - 08.2019
Job overview
- Transported, delivered, and installed PC equipment within Downtown Detroit area using company vehicle
- Provided customer support and technical support to 40 plus customers daily
- Handled large call volume while maintaining accuracy, efficiency, and positive friendly attitude
- Researched, resolved or escalated, and followed up on existing issues through ticketing system onsite or remotely
- Configured and documented standard desktop computer workstations
- Troubleshot and resolved computer, network, printer, application, and systems issues while providing training as needed
- Created and maintained user logins and passwords
- Re-imaged and backed up laptops, desktops, and tablets while maintaining hardware infrastructure
- Installed hardware, operating system software, and application software on workstations
- Demonstrated effective and consistent technical support onsite, phone, and remote software
Wellspring Lutheran ServicesOak Park, MI
IT Helpdesk Technician
11.2016 - 05.2018
Job overview
- Performed basic printer troubleshooting, maintenance, and service calls for printer errors and improper usage
- Transported, delivered, and installed PC equipment within Downtown Detroit area using company vehicle
- Provisioned Android and iPhone Mobile Devices through MobileIron, Microsoft Intune, and other MDM software
- Good Mobile Device Management software under company policy
- Installed, troubleshooted, and explained usage of online conferencing tools such as WebEx and GoToMeeting to conduct voice and audio meetings
- Facilitated Windows 10 training sessions for hundreds of employees to teach how to use it with quick tips to maximize job efficiency
- Routinely reviewed training materials and course details to ensure that important updates were included within a reasonable time frame
- Reset passwords, provide access, and modify permissions for user accounts through Active Directory, PointClickCare Health, and mainframe systems
- Troubleshooted and resolved web application issues escalated from customer support and other departments with a 100% success rate
- Trained 30 in-house staff on software usage, computer safety, and system performance using IT industry best practices
- Set up, tested, configured, and repaired networks, desktops, laptops, printers, and other equipment following industry best practices and manuals
- Coordinated and implemented network security measures to protect data including configuring, monitoring, and maintaining virus protection software
- Provided Onboarding and termination of users through iCIMS
- Resolved IT issues through call resolution and ticketing system
HPPontiac, MI
Helpdesk Technician
05.2012 - 11.2016
Job overview
- Resolved customer complaints and concerns with strong verbal and negotiation skills
- Filed, sorted, and maintained records for accuracy and upkeep using online and physical office filing storage systems
- Developed documentation for common processes for both support staff and end-users using various incident management systems
- Diagnosed and troubleshooted networking problems involving hardware, software, power and communications issues
- Screened telephone calls and inquiries and directed them as appropriate
- Organized personal and professional calendars and supplied reminders of upcoming meetings and events
- Created new accounts, reset passwords and configured access for users through Active Directory
- Created and maintained email addresses and distribution lists in MS
- Exchange
- Provisioned Android and iPhone Mobile Devices through MobileIron, Intune, Maas360, and Good Mobile Device Management software for various clients
- Detection and deletion of viruses
- Processed and completed IMAC requests
Education
ECPI University
A.A.S from Network Security
03.2021
University Overview
Skills
- Windows XP, Vista, 7, 8, 10
- Solid understanding of DNS, DHCP, TCP/IP, Routers, and Firewalls
- Microsoft Office 365 suite, Microsoft Exchange Server, Active Directory, SCCM
- ServiceNow, Service Manager, BMC Remedy, Altiris, Kaseya
- AS400, Citrix & VMWare Virtualization
- Maas360, Good Mobile, MobileIron, Intune, DUO Mobile Device Management systems
- Computer Repair, maintenance, and asset management
- MAC, iPad, iPhone, Android Usage and troubleshooting efficient
- G Suite
- Data recovery and disk backup
- Barracuda Spam filtering
- Basic Printer troubleshooting, repair, maintenance, and Diagnostics (Xerox, Konica Minolta, Ricoh, HP)
- RDP, VNC, Teamviewer, Bomgar, LogMeIn, GoToAssist
- User training
Timeline
Senior Specialist, Help Desk Support
Raymond James Financial Services, Inc
02.2020 - Current
LAN Technician
DTE Energy
08.2019 - 12.2019
Help Desk Analyst
Third Circuit Court
05.2018 - 08.2019
IT Helpdesk Technician
Wellspring Lutheran Services
11.2016 - 05.2018
Helpdesk Technician
HP
05.2012 - 11.2016
ECPI University
A.A.S from Network Security
Certification
- CompTIA Network+
- CompTIA A+
- CompTIA Security+
- EC-Council Certified Encryption Specialist v2
- CIW Web Security Specialist
- HDI Support Center Analyst Certification
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