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Ricardo P

@ricardop

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IT operations professional at The Sunny Hotel, deploying hotel TV systems and network infrastructure.

United States

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At The Sunny Hotel, I deploy TV setup boxes and network infrastructure. Before that, I served as Command Center Advisor at Federal Express (FedEx), supporting IT operations across Latin America and the Caribbean.

At FedEx, I managed impacted sites for a division serving 40k+ employees and provided Tech Bridge and on-call support during business-impacting outages. I also handled project management tasks for lower- to medium-complexity IT projects while assisting senior project management personnel on highly complex assignments.

As IT Level 2 Support at FedEx, I supported 30k+ users across the LAC region. My work included Active Directory administration, VPN support, and remote assistance.

Earlier, at Convergys Corporate, I trained and certified more than 200 employees. I also worked in technical support, computer services, and web design at The Answer Group and Big Blue Tech Inc.

Experience

Work history, roles, and key accomplishments

Current

Contractor

Current

The Sunny Hotel

Jul 2024 - Present (2 years 4 months)

Deploy TV/setup boxes and network infrastructure for the hotel.

Command Center Advisor

Federal Express

Jun 2020 - Jul 2024 (4 years 1 month)

Served as assistant to the manager for the LAC IT Command Center team, led calls with managing directors and vice presidents, and managed impacted sites for a division of 40k+ employees. Provided Tech Bridge and on-call support during outages and served as IT Supervisor for the Latin America and Caribbean area.

ServiceNow SharePoint Azure AD SSO ITIL Project Management Team Leadership Incident Management

IT Level 2 Support

Federal Express

Jan 2012 - Jun 2020 (8 years 5 months)

Provided comprehensive IT support to 30k+ LAC users, including Microsoft Office Suite, Active Directory, email support, Cisco IP phones, and mobile device deployment. Maintained CA EDSM for monitoring and remote access, and administered VPN and McAfee encryption.

Microsoft Office Active Directory Exchange O365 IMAP DNS IP phones VPN McAfee Remote Desktop VNC TeamViewer Business Objects

Assistant Manager

Convergys Corporate

Jan 2006 - Dec 2011 (5 years 11 months)

Delivered customer service for MasterCard International and served as lead management coach, training and certifying more than 200 employees. Held operational responsibility for HSBC Premier account holders across multiple countries.

Customer Service Team Leadership Training Operations Management

Tech Lead

The Answer Group

Jun 2003 - Jan 2006 (2 years 7 months)

Recognized as a top performer for BellSouth technical support and served as manager assistant for Tier 1 and Tier 2 BellSouth DSL Internet Service. Organized and executed sales strategies for Best Buy.

Technical Support DSL Sales Strategy

Tech Builder

Big Blue Tech Inc.

Mar 2002 - Jun 2003 (1 year 3 months)

Worked as a computer technician and web designer, providing customer service and processing transactions. Identified customer technical needs and matched them with appropriate products or services.

Computer Technician Web Design Customer Service

Education

Degrees, certifications, and relevant coursework

Online classes

Windows Server 2019, Information Technology

2021 - 2021

Training in Windows Server 2019 covering network deployment, server environments, and infrastructure management.

CompTIA

CompTIA Network+, Information Technology

2015 - 2015

CompTIA Network+ certification covering network infrastructure, implementation, operations, security, and troubleshooting.

CompTIA

CompTIA A+, Information Technology

2014 - 2014

CompTIA A+ certification covering hardware, operating systems, software, networking, troubleshooting, security, and mobile devices.

McFatter Technical Center

Tech Support, Tech Support

2002 - 2003

Graduated top of the class with a typing speed of 80+ WPM; developed software and hardware troubleshooting skills for Microsoft products and HTML web design.