Robert. D. Ruiz 123 Stevens Street, Revere, Ma, 02151

C:(781)-521-9632 / Robertruiz749@yahoo.com

Summary and Qualifications:

Service Desk\Help Desk Support technician with a great amount of experience within the Information Technology field. Strive to provide the best customer service experience for end users to not only understand in non-IT terms but to also give them a better understanding on how to prevent certains things from happening in the future. Work extremely hard to resolve customer issue’s occurring within Desktops, Laptops, Mobile Devices, Phones, Access and Application as soon as possible. Able to work under pressure in a fast paced team oriented environment.

Worked with close to 10,000 user’s during past employment Assisted remote customers with Remote\Citrix based application as well as multiple

different Hospital Applications. Ability to learn new things fairly quick and apply that experience to my everyday

knowledge in order to improve customer support.

Work Experience:

Lahey Health                                                                                                                           Jan. 2015-Nov. 2015Help Desk Technician

Unlock accounts and create accounts within Meditech, ORManager, Active Directory Etc. Familiar with Remote tools such as the Bomgar Console. Unlock and add employees to the Mcafee encryption admin. Familiar with troubleshooting Groupwise and Outlook email. Knowledge and experience with Windows XP and 7. Experience with Ticketing systems such as Kace, Auto-task and Remedy Experience with Citrix based applications and the Citrix Delivery Service.

Partners Healthcare                                                                                                             Aug 2013-Jan. 2015Service Desk Analyst

Provided first-level tech support to employees of BWH, MGH, DFCI, SRH, SHC, ETC. Trouble-shoot issues with MS Office suites including Outlook 2003 and 2010. Resolve technical issues with hospital based applications such as IDX, Centricity, CAS Etc. Familiar with remote tools such as Citrix Remote tools and Cisco SSL VPN network. Create Problem tickets via Service Manager 7.1 and ServiceNow Provided Technical support, Software support, Desktop support and printer support.

Christmas-tree Shops                                                                                                         Sept. 2011-Aug.2012 Overnight Stock

Unpack and price store merchandise for sales Stock store shelves for sales Complete jobs within time frame

Education                                                                                                                                Sept.2012-May.2013Year Up \ Information Technology

Dual enrollment at Cambridge College Earned 18 College Credits towards a B.S. Business Management Cisco IT Essentials Certificate