1. Nickolas C.Rico
2922 Groveview Dr Apt D175
Dallas TX, 75233
214-606-5748
Nrico214@gmail.com
Job Objective
I am seeking a position with a company that can provide me with opportunities to further my technical
experience including but not limited to customer service (Tri-lingual support *Spanish, Portuguese,
English), IT field work (Help desk/Desk side support, UNIX, Citrix, As400, Cisco Admin, Active Directory
Admin IBM Sterling FTP platform. Cute FTP, Oracle, Novell, LDAP admin, BES admin, Blackberry, Android
and IPhone troubleshooting Windows XP and Windows 7 customer interface/support, fab
assembly/test operations and supervisory experience.
Special Skills
1 Multilingual-English, Spanish, Portuguese
2 Citrix, Oracle, Novell Cisco, Active Directory support
3 IC wafer fab assembly and test experience
4 Web development
5 System administration
6 Extensive customer support skills
7 Supervisory and training experience
8 PC support Level 1 & level 2 Desk side support
9 Blackberry/IPhone/ Android PDA Support
10 Windows ME,XP ,Vista Windows 7 support
11 Microsoft Office 2003, 2007 and 2010 support
12 Dell Hardware Certified Technician
13 MCTS Certified Technician
14 Toshiba Certified Hardware Technician.
15 Comptia Certified Technician
15 Clean room certified Technician
16. Apple Certified Technician
Employment Summary
Pricewaterhouse Coopers
Deskside support/Asset Manager 12/2014 – Present
• Virus removal/ PC reimaging /Desktop Support
• Mcafee Encryption & Antivirus troubleshooting
• Lotus Notes administration, trouble shooting, webmail troubleshooting
• Google mail and document troubleshooting

2. • Remote Desktop administration and troubleshooting.
• Cisco Call manager administrator
• Asset/Inventory Management
• Active directory administrator
• Video Conference coordinator
• Disposal of Assets
• New hire advocate / preparing computers for new hires.
CompuCom Systems
Help Desk Administrator 8/2013 – 12/2014
• Oracle/PeopleSoft admin
• Virus removal/ PC reimaging /Desktop Support
• Symantec Antivirus troubleshooting
• Outlook Exchange administration, trouble shooting, webmail troubleshooting
• Proof point spam filter troubleshooting
• Remote Desktop administration and troubleshooting.
• Cisco Call manager administrator
• Inbound phone calls/ Email helpdesk
• Active directory administrator
• Assisted in Office 2010 to 2013 roll out
• Executive support/On call responsibilities
• PDA support Blackberry troubleshooting/ BES administrator / IPhone troubleshooting / Ipad, Android
• Hyperion ESS Base administrator
• Bilingual support (Spanish, English)
• Windows trouble shooting, XP, Windows 7, Windows 8
• Office 2003,2007, 2010 trouble shooting (excel, word, outlook, PowerPoint, MS project)
• Kronos, Concur support
• AS400 administrator and support
Banctec 4/2012 – 5/2013
System Engineer (Server/Desktop support)

3. • IBM Sterling administration
• Desktop and Laptop support
• Windows Server 2003 and 2008 administrator
• Process multiple client FTP data delivery jobs
• Implementation Windows 7 upgrades
• Create and moderate Databases regulating SQL processes
• Active directory administrator for multiple clients
• Building of server racks, software install and server dismantling.
• Office 2010 support
• 24/7 on call support rotations.
Technology Service Professionals 8/2010 – 4/2012
Service Support Engineer (Desktop Support Technician)
• Desktop and Laptop support including both Hardware and Software Issues
• Deployments of new Windows 7 machines to environment
• Active directory administration
• Virus removal and identification
• Desktop support technician in Clean room environments
• Creating and editing scripts for tools used for testing purposes.
• Office 2007 and 2010 support
• Blackberry, Android and IPhone support
• Active sync support
Clark Consulting/Technisource 1/2010 – 7/2010
Desktop Support
• Spherical Server support/PBX Support
• Software installation
• Deployment of new hardware for users
• Building of laptop and desktops for users.
• Working with Remedy and KSR ticketing systems
• Remote desktop support of users of offsite offices

4. • Printer support (hardware, change ink toner, replace rollers)
• Windows Trouble shooting
• Office trouble shooting (Outlook, Word, Excel 2003 and 2007 support)
Trinity Industries 3/2009 – 8/2009
Level 2 Help Desk/BES/ Remote Desk Side Support
• Oracle/PeopleSoft admin
• Virus removal/ PC reimaging /Desktop Support
• Symantec Antivirus troubleshooting
• Outlook Exchange administration, trouble shooting, webmail troubleshooting
• Proof point spam filter troubleshooting
• Remote Desktop administration and troubleshooting.
• Cisco Call manager administrator
• Inbound phone calls/ Email helpdesk
• Active directory administrator
• Assisted in Office 2003 to 2007 roll out
• Executive support/On call responsibilities
• PDA support Blackberry troubleshooting/ BES administrator / IPhone troubleshooting / Palm
troubleshooting
• Hyperion ESS Base administrator
• Bilingual support (Spanish, English)
• Windows trouble shooting, XP, Vista
• Office 2003 and 2007 trouble shooting (excel, word, outlook, PowerPoint, MS project)
• Kronos, Concur support
• AS400 administrator and support
• Creating new hire accounts and exit processes
• HP / Lexmark / Ricoh printer troubleshootings
Apple
Iphone/Itunes Support 10/2008 – 3/2009
• Iphone technical support (application/hardware trouble shooting)
• Customer service / Inbound call – Email support

5. • Support with user email setup on Iphone and application uploads
• Itunes support (inbound email troubleshooting)
• Itunes account set up and customer training on Itune and Iphone features.
Research in Motion 3/2008 – 8/2008
BlackBerry Desktop/BES support,
• Desktop support for inbound calls
• Multilingual-English, Spanish, Portuguese Support
• Support of POP 3, IMAP, Exchange, OWA email accounts
• BlackBerry Desktop support of BlackBerry Devices
• Support for BlackBerry internet services.
• LDAP Application Admin (Concur, Captura, PeopleSoft, Compliance Resource Center)
• SAP administrator• Remote access to customer BlackBerry Enterprise Servers
• Training of new agents and update training for current agents
• Email support MS Outlook and Lotus Notes 4.5
• Creation of new accounts for new employees and customers on BlackBerry Internet service
• Create new knowledge documents for helpdesk by updating current database with new
procedures and policies
• Use of Remedy ticketing system
• Support on Windows XP, Vista. Mac OS X, Leopard
CSC-Computer Sciences Corp 8/2005 - 2/2008
Multilingual Systems Analyst
• IT support for inbound calls
• Multilingual-English, Spanish, Portuguese Support
• Support of Novell, Unix, NT AS400, Oracle, Microsoft Exchange Server(Microsoft
Exchange Server 5.5,Novell NetWare 4.X & 5.0Black
• Clear out print queue, reset account password, administrate profiles on AS400
• Open database, clear database, restart transactions on the AS400/Unix servers
• Berry Support, Treo and Blackberry wireless email devices (enterprise server admin,
PDA support)
• 1st and 2nd level Desktop support: Windows 9x, XP, 2000, Vista MS Office Suite
9x&00, (Word, Excel, PowerPoint, PhotoDraw, Access) MS Outlook 98 & 00, Lotus
Notes 4.5, EZ Access, PC Anywhere 32 Ver. 9.0,Dameware Remote Access, Microsoft
Net meeting, Network Associates Anti-virus, MacAfee Anti-virus, Norton Anti-virus,
Dialup connectivity for Windows 9x and NT 4.0, Internet Explorer 4.X & 5.0, Netscape
4.X & 5.X, MS Works, Remedy, Vantive, Ghost Ver. 5, Microsoft Team Manager, MS
DOS, MS Project 95, OS2 warp, Windows XP, Visio support. Sun Java support.
• LDAP Application Admin (Concur, Captura, PeopleSoft, Compliance Resource Center)
• SAP administrator

6. • IBM Client Access (ITIL)
• Remote access admin: Nortel Networks, Citrix Win frame 1.7/Metaframe 1.8, MS SMS
Servers
• SME Training of new agents and update training for current agents
• SME call center supervisor/Team lead
• Handle customer complaints
• Approve tickets routed to the field for agents
• Process reports stating agents progress and ticket routing status
• Create reports with recommendations to agents to increase knowledge of process
• 55-75 Daily inbound call volume
• IBM PC/Dell Desktop Support
• Email support MS Outlook and Lotus Notes 4.5
• Creation of new accounts for new employees
• System Admin in relation to creation of new Active directory, LDAP, SAP accounts for
clients
• Create new knowledge documents for helpdesk by updating current database with new
procedures and policies
Education
Mountain View College, Dallas, Texas - 2002
• Some College Coursework Completed including History, Algebra, Speech, Writing,
Anatomy, Computer Sciences
Moises E Molina, Dallas, Texas - 2000
• High School Completion
• Koinia Institute of Theology - 2015
Certifications
• Dell Hardware (PC/Server/Touchpad) Certified
• Toshiba Hardware Certified
• Comptia a+
• Comptia Secutiry +

7. • MCTS (Microsoft Certified Technology Specialist)
• Apple IOS Certified
• ITIL Certified
• Apple Mac OSX Certified
• 6 sigma Certified