Theodore Ruiz
San Antonio,TX
Summary
IT professional with 25 years of experience, providing excellent customer support to network users and client consultation. Aiming to use my problem-solving abilities to troubleshoot and execute business objectives. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
24
24
years of professional experience
1
1
Certification
Work History
IT Professional
Zachry Group
11.2021 - Current
- Image HP laptops using SCCM
- Using Active Directory script to add end users
- Utilizing Office 365 to assign licenses
- Experience with group assignments in Azure
- Helping end users with Microsoft MFA
- Utilizing Azure Active directory to assign user groups
- Assigned Microsoft Authenticator
- Logged EU issues using Service Now
- Creating/Closing tickets
- Knowledge of Windows 11 setup and configuration
- Troubleshooting Desktop issues
- Experience with Office 365 Teams / Outlook / OneDrive.
IT Helpdesk
MVM Inc.
07.2019 - 11.2021
- Providing end user support using Windows 10 enterprise
- Creating and managing new users, placing users in organizational units
- Knowledge of Azure Active Directory
- Connecting PC to Windows domain
- Assisting with password resets / device setup and configuration
- Setup of VPN client on all workstations
- Responds directly to end user requests with professionalism for solution information
- Effectively manages ticket support and take corrective action to aid in efficiency using Servicenow
- Configuring and test MDM (mobile device management) including cell phones and tablets
- Configured with Intelligent HUB
- Managing current switches and assigning VLANs to ports
- Lead admin for troubleshooting / configuring of our Cradlepoint routers
- Utilized Microsoft Office 365 to manage user email.
Support Technician II
Rackspace
07.2016 - 07.2019
- Acts as a manager to direct support requests to the appropriate team
- Provides systematic communication to resolve their issues
- Effectively manages ticket support and take corrective action to aid in efficiency using our internal ticket system
- Oversees the follow-up and forecasting for future system issues
- Performs basic troubleshooting on Windows and Linux server alerts before handing off to system admins
- Works collaboratively with over system administrators throughout Rackspace to conclude customer issues to client satisfaction
- Commended for my responsiveness and leading requests with care
- Selected to attend a Rackspace University class on Cloud Savvy
- Ability to collect, gather, visualize and analyze information in order to serve our client issues
- Communicates in an honest and transparent manner with customers and team members to build trust.
Linux Admin I
Rackspace
11.2013 - 07.2016
- Served as the key technical support for Cloud Managed Infrastructure customers
- Worked directly with the team on visualization platforms
- Provided ongoing hardware and software support for internal and external clients
- Made recommendations to improve computer solutions
- Developed expertise in Cloud Servers, Cloud files, Cloud Load Balancers, Cloud Database, Cloud Block Storage, and Cloud Monitoring
- Demonstrated accountability in technical documentation for supervisors
- Maintained, monitored, and managed critical servers and applications
- Trusted with host access to both FirstGen and NextGen servers due to technical aptitude.
Cloud Computing Technician
Rackspace
07.2011 - 11.2013
- Worked with salesforce and Rackspace’s internal CRM to manage customer account and tickets and devices
- Served as a liaison between customers, manufacturing, and sales
- Worked closely on system configuration projects
- Assisted customers with business infrastructure to launch website
- Provided clients with website source code to clients in compliance with company policy
- Advised customers with creating users, domains, and database creation
- Provided syncing processes for clients through the company’s FTP for extraction of server content
- Supported customers with Domain Name System (DNS) setup (A,AAAA,MX,NS,CNAME,TXT,PTR).
PC Technician/Field Engineer
MCM Corporation
10.1999 - 07.2011
- Onsite technician for both private and government contracts
- Served as the primary on-call technician for senior staff
- Provide setup and optimization for PC and Mac workstations
- Provided oversight of in-home servers and network changes
- Directed router issues and provided solutions for management
- Managed large food chain point of sale (POS) devices
- Provided support to clients at all times and throughout the city
- Phone support for a contract and customers utilizing a photo kiosk (kiosk units running Windows XP and Windows 2000).
Education
San Antonio College
San Antonio, TXGED -
Giddings High School
Giddings, TX05.1996
Skills
- IT Troubleshooting
- Ticket request solutions
- Server setup and configuration
- Linux / Unix
- Windows
- DNS
- Wordpress Setup
- Application Support
- Technical Reporting
- Content Management Systems
- Network Administration
- Information Security
- IT Risk Management
- Technical Documentation
- Troubleshooting
- System Upgrades
- Disaster Recovery
- IT documentation
- IT service management
- Cloud computing
- Cybersecurity expertise
- Technical support
- Web development
- IT troubleshooting
- Performance Testing
- Software Diagnosis
- Videoconferencing
- User Credential Management
- Information Protection
- User Support
- Software Installation
- Hardware Diagnostics
- Data Recovery
- Desktop Support
- Service Support
- Customer Service
- Network Diagnostics
- Network Configuration
- Linksys
- Microsoft Outlook
- Technical Documents Comprehension
- Appointment Scheduling
- Staff Education and Training
- Mac Systems
- Security Protocols
- Product Troubleshooting
- LAN/WAN
- System Administration
Certification
- Comptia A+ Certification
- Toshiba Products Certified
Hobbies and Interests
- Website assistance
- Computer setup
- Computer installations
- CCTV cameras installation
- A/V installation
- Coaxial and IP Cameras
Timeline
IT Professional
Zachry Group
11.2021 - Current
IT Helpdesk
MVM Inc.
07.2019 - 11.2021
Support Technician II
Rackspace
07.2016 - 07.2019
Linux Admin I
Rackspace
11.2013 - 07.2016
Cloud Computing Technician
Rackspace
07.2011 - 11.2013
PC Technician/Field Engineer
MCM Corporation
10.1999 - 07.2011
San Antonio College
GED -
Giddings High School
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