Summary
Overview
Work History
Education
Skills
Timeline
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Shani Rico

Oakland,CA

Summary

Help Desk Technician skilled in setting up Chromebook carts and registering devices in MDM systems. Experienced in providing help desk support, including resolving minor AV issues. Committed to delivering efficient technical assistance and ensuring smooth operations in educational environments.

Overview

20
20
years of professional experience

Work History

Coordinator of Technology Training

Mills College
Oakland, CA
05.2019 - 01.2021
  • Spearheaded campus-wide technology upskilling initiative, enhancing digital fluency for 200+ faculty and staff.
  • Developed and delivered over 15 secure software training workshops, increasing productivity by 40%.
  • Achieved 100% compliance with FERPA data privacy standards through effective training.
  • Automated training scheduling systems, reducing administrative workload by 30% and saving over 20 hours monthly.
  • Championed adoption of new technologies like Zoom and LMS, achieving 90% user engagement within six months.
  • Collaborated with cross-functional teams to identify pain points and streamline workflows.
  • Implemented solutions that reduced IT support tickets by 25%.

Enterprise Services Desktop Technician

Sutter Health
San Francisco, CA
07.2018 - 04.2019
  • Achieved recognition for exceptional contributions within one month at CPMC Van Ness Campus.
  • Led a three-member team in asset management, reporting outcomes to team leads.
  • Enhanced productivity by 25% on specialized projects, including CPMC VNC Go Live.

CompTIA A+ Class Instructor

The Stride Center
Oakland, CA
12.2017 - 07.2018
  • Promoted from CompTIA A+ Junior Instructor to Instructor within 4 months of hire date
  • Selected to become a member of The Stride Alumni Leadership Council
  • Hosted a highly successful Alumni quarterly event
  • A+ student study groups to prepare for certification testing, resulting in in all participants becoming certified
  • Volunteered to work with students who fell behind after hours and on weekends

System Support Analyst

Banc of America Securities
San Francisco, CA
01.2001 - 06.2006
  • Escalated tickets to Level 2 support and followed up with customers for issue resolution.
  • Assigned high-priority issues as designated team lead during managerial meetings.
  • Assisted team members in resolving complex customer calls to enhance service delivery.
  • Achieved customer service ratings consistently in the mid to upper nineties, ranking in top 10%.

Education

CompTIA A+ Certification -

ASHER COLLEGE
Las Vegas, NV

CompTIA Network + Certification -

THE STRIDE CENTER
Oakland, CA

CompTIA Security + Certification -

THE STRIDE CENTER
Oakland, CA

Associate of Applied Science - Computer Technology

HEALD COLLEGE
San Francisco, CA

Skills

  • CompTIA A curriculum instructor
  • Professional communication
  • Software installation
  • User training
  • Active Directory knowledge
  • Windows 7 proficiency
  • Windows 10 proficiency
  • Tier I and II support
  • Team leadership
  • Management skills
  • Diagnostic procedures expertise
  • Technical troubleshooting
  • Customer service
  • Problem solving
  • Technology training
  • Data privacy compliance
  • Workshop facilitation

Timeline

Coordinator of Technology Training

Mills College
05.2019 - 01.2021

Enterprise Services Desktop Technician

Sutter Health
07.2018 - 04.2019

CompTIA A+ Class Instructor

The Stride Center
12.2017 - 07.2018

System Support Analyst

Banc of America Securities
01.2001 - 06.2006

CompTIA A+ Certification -

ASHER COLLEGE

CompTIA Network + Certification -

THE STRIDE CENTER

CompTIA Security + Certification -

THE STRIDE CENTER

Associate of Applied Science - Computer Technology

HEALD COLLEGE

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Shani Rico