Ralph Hodges

Insightful Information Technology Professional with 26 years of IT experience including infrastructure support, application support, network administration as well as desk-side and remote desktop support. Proven leader in maintenance and support of complex systems. Highly adept at developing technology needs assessments and staff training.

I am an Information Technology Specialist with twenty-six years, experience in providing workstation, server and other network equipment configuration, installation and support. In the past my success has been as a direct result of my strong desire to provide the best end user experience I can provide. By focusing on an empathetic approach to the end user’s problems and setting their expectation I have been able to improve the user’s experience, not only with me but with the overall service they have and will receive from my group.

I have supported third party applications as well as core business applications from custom developed solutions to mainstream commercial solutions. I have prepared technical documentation for training new users as well as for maintaining the proficiency of veteran users. I am very proficient in conducting research to resolve technical issues with prompt and thorough efficiency.

I have conducted desktop, remote desktop, phone and email Service Desk support in accordance with the prescribed SLAs. I have interfaced with clients in both consumer and corporate environments, ranging from consumer or support staff to senior level executives all on their personal levels of technical expertise.

I have several industry level certifications including A+, Network+, HDI (ITIL-Foundation), HDI SCTL ( Service Center Team Lead), HDI SCA ( Service Center Analyst) and MCDST (MicroSoft Desktop Support Technician).