Open to opportunities

richard Smith

@richardsmith8

Technical support supervisor at Unified Global Solutions who coordinated ticket resolution in Zoho and managed customer retention.

United States

Message

At Unified Global Solutions, I started as a dispatcher, using Field Nation to scope work, vet technicians, and schedule onsite visits. I was promoted to supervise technical and customer support operations.

I coordinated ticket distribution and resolution through Zoho, resolved escalated customer concerns, and managed customer retention strategies. At Advanced Project Solutions, I directed onsite technicians and remote device configurations, while overseeing scoping, procurement, and RMA processes.

Earlier, I owned and operated EnSure IT, providing IT services across structured cabling, surveillance cameras, POS systems, Audio/Video, and VoIP deployments. I also served as Systems Administrator at Sweetwater Pools Corp, supporting end users across a multi-location hybrid network.

Experience

Work history, roles, and key accomplishments

Dispatcher – Technical Support Supervisor | Project Coordinator

Unified Global Solutions

Jul 2023 - Oct 2026 (3 years 3 months)

Started as dispatcher utilizing Field Nation to scope work, vet technicians, and schedule onsite visits before being promoted to supervise technical and customer support operations. Orchestrated ticket distribution and resolution through Zoho, resolved escalated customer support concerns, and managed customer retention strategies.

FieldNation Zoho Technical Support Customer Support Project Coordination Team Supervision Customer Retention

Technical Support Specialist | Project Coordinator

Advanced Project Solutions

Jul 2020 - Mar 2023 (2 years 8 months)

Directed camera, alarm, and service technicians deployed onsite while leading remote device configurations and validating client deliverables. Oversaw technical scoping, procurement, RMA processes, and regular milestone communications with key project stakeholders.

Technical Support Project Coordination Remote Configuration Procurement RMA Stakeholder Communication

Owner & Field Service Technician

EnSure IT

Dec 2012 - Jul 2020 (7 years 7 months)

Owned and operated a dedicated IT services firm managing large-scale structured cabling installations, surveillance cameras, POS systems, Audio/Video, and VoIP deployments. Partnered with remote Tier-3 support engineers to configure network devices and hardware infrastructure.

Structured Cabling Surveillance POS systems Audio Video VoIP Network Configuration Hardware Infrastructure

Systems Administrator

Sweetwater Pools Corp

Oct 2008 - Oct 2012 (4 years)

Served as onsite Systems Administrator for a multi-location enterprise. Supported multi-site end users across a hybrid network infrastructure comprised of Windows Server environments, network perimeter routing, and Sophos firewall appliances.

Windows Server Network Routing Sophos Firewall Systems Administration Multi Site Management