Richard E.

IT Specialist | Technical Support & IT Service Management Expert

I am a dedicated IT specialist with a robust foundation in technical support and IT service management. Over the years, I have honed my skills in customer-facing roles, consistently delivering high-quality support and improving processes. Currently, I work as a Technical Support Representative at Concentrix, where I ensure service orders are efficiently scheduled, completed, and closed. My role involves performing diagnostic testing, assisting onsite technicians, managing escalations, and communicating effectively with customers and contractors. From 2017 to 2022, I served as a Senior Support Advisor at Concentrix, where I managed Zendesk CRM, oversaw ticketing processes, and developed dashboards. I am skilled in implementing categorizations through automations and triggers, managing ticket escalation processes, and establishing knowledge base articles. My key areas of expertise include: IT Service Management Troubleshooting & Technical Support Technical Project Management Software & Network Engineering My technical toolkit includes proficiency in various web technologies (MySQL, HTML, JavaScript, CSS, JSON, PHP, Python), IT service management tools (ServiceNow, Salesforce, JIRA), and networking hardware (Cisco, Juniper). I am also experienced in containerization and cloud hosting platforms such as Docker and Digital Ocean Droplets, and I have extensive knowledge of Linux operating systems, including Red Hat Enterprise, Ubuntu, OpenWRT, Armbian, Alpine, and Oracle Linux. In addition to my professional experience, I hold a Bachelor of Science in Information Technology from ICCT Colleges Foundation Inc. I am also passionate about self-hosting and have interests in artificial intelligence, hydroponics gardening, and utilizing various cloud and networking technologies.