Ricardo Casals

Resourceful Systems Technician with 12 years of experience providing expert-level technical support to users within various demographics. Accomplished in troubleshooting, maintenance and administration of servers and workstations. Customer-oriented while resolving technical issues and assisting users with software and hardware.

Help Desk Analyst - WAMS, Inc - Brea, CA

(2018-04 - 2022-07)

• Respond to support calls and tickets and troubleshoot hardware and software issues
• Troubleshoot cloud-based systems within VMWare, Hyper-V and Citrix hosted environments
• Administer Active Directory servers, creating and modifying users, groups, and policies
• Administration of Office365, Exchange, Mimecast, SonicWall, and Cisco Meraki
• Remote monitoring with Continuum RMM, SolarWinds MSP, and ConnectWise RMM
• Ticketing and time management performed with ConnectWise Manage CRM

Cloud Migration Engineer - James Publishing - Costa Mesa, CA

(2018-01 - 2018-03)

An integral part of the Cloud Migration team, I was involved in all aspects of migrating clients from local networks to domains hosted in Amazon WorkSpaces

• Analyzed local workstations, servers, network devices, printers, and software, and developed strategies to migrate practice management software suites and user data to the cloud
• Deployed printers and shared drives via Group Policy
• Performed troubleshooting of software and peripherals in the AWS cloud
• Created and maintained documentation for the Cloud Migration team's Standard Operating Procedures and Best Practices

IT Support Specialist - SACA Technologies - Anaheim Hills, CA

(2017-04 - 2018-01)

• Worked with business clients to diagnose and troubleshoot software, hardware, and networking issues on workstations and remote desktop sessions hosted in VMware or Hyper-V
• Created and modified domain users and Exchange email accounts
• Provided support and administration of several business-class software suites
• Used the vSphere Client and System Center VMM to troubleshoot servers via console

Senior Technical Representative - Cloudnine Realtime - San Diego, CA

(2014-06 - 2016-09)

• Worked with business clients to resolve software, hardware, and networking issues on cloud servers hosted in VMware via Microsoft Remote Desktop
• Created and modified users, organizational units, and security groups within Active Directory
• Configured network shares and filesystem permissions
• Supported several business-class software suites, often working directly with software developers to perform advanced troubleshooting and configuration
• Assisted, educated, and trained Tier I technicians

Technical Support Representative - Telenetwork - San Marcos, TX

(2011-08 - 2014-05)

• Original scope was diagnostics and troubleshooting of internet connections
• I was then promoted to premium support, which involved helping businesses and residential users resolve technical issues with computers, peripherals, gaming systems, smartphones, tablets, and network devices
• I also became a Tech Assistant, a role in which I approved escalations and provided guidance to newer Level 1 agents

Field Systems Engineer - IntelliTechs - Tampa, FL

(2010-06 - 2011-07)

• Performed on-site diagnostics, troubleshooting, repairs, upgrades, and consultations
• Repaired servers and workstations at business locations, including diagnostics and troubleshooting of networks, remote desktop services, and RAID storage systems
• Also worked frequently with Radiant Systems servicing Point of Sale terminals

Management Information Systems - FastTrain Technical College (2010-05)