Paul Richards

Provided remote and on-site end-user support for multiple Department of Human Services (DHS) and Philadelphia Parks and Recreation (PPR) sites in the Philadelphia area. Developed procedures for technicians and built last-mile installation and activation processes for Verizon I-net fiber upgrades across 189 PPR sites.

Developed onboarding processes and security protocols for a distributed workforce. Implemented a mobile device management (MDM) system for laptops and mobile phones and created an IT roadmap for required security updates.

Provided remote and on-site end-user support for 4 sites in the US and Canada and supported Windows Servers. Managed daily/weekly/monthly backups, transitioned 4 sites from Avaya PBX to cloud-based VOIP, and planned plant-wide PC refreshes while collaborating with network and storage administrators on server refreshes.

Assisted with desktop support coverage and troubleshot application issues affecting the rollout of the Epic Electronic Health Records (EHR) system. Configured desktops and set up devices for medical record access for newly rebuilt ER and Cancer wings.

Answered live helpdesk calls and resolved software and hardware issues for hotel and corporate users. Trained 3 help desk technicians, developed and executed a corporate hardware refresh system image, and supported CIO-led VOIP upgrade vendor qualification and IP phone integration.

Assisted in developing and building a new network of virtual servers and maintained the VOIP phone network. Provided desk-side end-user support, created helpdesk documentation and installation resources, and supported remote offices while implementing and maintaining Symantec anti-virus protection.

Deployed and maintained existing networks and designed wired Ethernet networks across local and remote offices. Set up RAS server and VPN login accounts, supported 300+ agents across PA, NJ, NY, and DE, and managed nightly server backups while training and supervising help desk staff.

Installed proprietary attendance solutions in Philadelphia high schools and trained principals, teachers, and staff to use the hardware and web-based attendance management site. Delivered customer support and troubleshooting for implemented systems and contributed to in-house web application development.

Assembled, configured, and deployed 7 Windows 2000 servers for a co-location network and researched and implemented new internet server architecture. Installed and configured SQL Server and IIS, monitored servers, and performed nightly backups while supporting users in Philadelphia and New York.

Maintained and monitored 15 Windows NT servers daily, performed first-level server support, and ran nightly backups. Used System Management Service (SMS) pushes over the network and supported deployment of Windows 98 to 500+ PCs, including Y2K compliance checks and Windows NT account management.

Studied Computer Science / Management Information Systems at Drexel University from 1996 to 2000.

Completed a High School Diploma program at The Shipley School from 1993 to 1996.