Open to opportunities

Aaron Richards

@aaronrichards

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Dedicated IT professional with extensive technical support experience.

Zimbabwe

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What I'm looking for

I am seeking a role that offers opportunities for growth and a collaborative team environment.

I am an IT professional with a strong background in technical support and system administration. Over the past several years, I have honed my skills in troubleshooting hardware and software issues, providing exceptional customer service, and managing IT projects. My experience spans various roles, including System Administrator, Desktop Support Engineer, and IT Service Desk Agent, where I have successfully supported users in both remote and on-site environments.

Throughout my career, I have demonstrated my ability to communicate effectively with end users and collaborate with management to resolve technical challenges. I have a proven track record of managing multiple projects simultaneously while maintaining a high level of service quality. My commitment to continuous learning is evident through my completion of HP certifications and my proactive approach to staying updated with the latest technologies.

Experience

Work history, roles, and key accomplishments

Current

Avaya Support

Current

Avaya

Sep 2021 - Present (3 years 9 months)

Provided comprehensive Avaya support, troubleshooting computers and desk phones, and communicating with end-users via phone and email. Supported BAU inquiries related to Avaya One-X and peripheral device configuration, ensuring security and assisting users with remote access tools.

Avaya One X Technical Support Troubleshooting Remote Tools Network Security Customer Service Microsoft Teams Skype

Zones System Administrator

Cleveland Clinic

Feb 2022 - May 2023 (1 year 3 months)

Assisted caregivers with technical difficulties via in-person, phone, and email, managing 1-2 long-term projects monthly alongside SLA tickets. Installed and deployed various IT equipment, coordinated meetings, and maintained safety protocols while troubleshooting hardware and software issues.

System Administration Technical Support Software Deployment Troubleshooting HP Certificates RDP

Lifecycle Technician

Cleveland Clinic

Mar 2021 - Sep 2021 (6 months)

Troubleshot various HP hardware, including laptops and desktops, and relayed technical issues between shifts. Performed IT internal audits, assisted users remotely using tools like RDP and Teams, and maintained standard PPE protocol during equipment deployments.

Troubleshooting IT Audit Remote Tools Deployment RDP Teams Skype

IT Service Desk

Progressive

Nov 2020 - Mar 2021 (4 months)

Supported users remotely, managing access via SRM, SharePoint, and Active Directory, and diagnosing software problems. Installed and troubleshot Windows 10 upgrades and SCCM policies, while also interacting with users to provide strong customer service.

Remote Access SharePoint Active Directory Windows 10 SCCM Customer Service RDP

Team Lead / Trainer

Cleveland Clinic

Dec 2019 - Nov 2020 (11 months)

Collaborated with upper management and system administrators to resolve technical and hardware problems, submitting daily deployment reports and managing assets. Trained new hires for technician roles and Windows upgrades, troubleshooting with end-users and internal colleagues.

Team Leadership Training Asset Management Active Directory Microsoft Office Troubleshooting Communication Skills

Desktop Support Engineer

Schaeffler Transmission Systems

Sep 2018 - Dec 2019 (1 year 3 months)

Provided desktop support, troubleshooting Windows 10/7 computers and managing network security by adding MAC addresses to the domain network. Documented troubleshooting notes in Zendesk and Salesforce, handled hardware shipping/receiving, and performed Windows imaging and inventory management.

Desktop Support Windows 10 Network Security Ticketing Systems Inventory Management Zendesk Salesforce

Tier 1-2 Help Desk Agent

Blackbelt Help

Dec 2016 - Aug 2018 (1 year 8 months)

Supported external users navigating college websites and university portals on Windows platforms, performing password resets via Active Directory. Utilized multiple ticketing systems for triage and remotely troubleshot user computers with GoToMeeting and Zoho Assist.

Help Desk Technical Support Active Directory Ticketing Systems Customer Service Heat Zendesk Freshdesk Salesforce

IT Specialist

Silver Linings Technology

Oct 2016 - Dec 2016 (2 months)

Provided remote support using IGEL Technology, enabling permissions and roles on user accounts through Active Directory. Documented troubleshooting notes in Zendesk and Salesforce, diagnosed hardware problems remotely and onsite, and installed Windows and printers.