Ronald W. Alexander II
Indianapolis
Summary
Skilled and dedicated telecommunications professional with experience supporting, and maintaining voice, data, and network communication systems. Proven ability to install, configure, and troubleshoot telecom infrastructures.
Overview
6
6
years of professional experience
Work History
State of Indiana - Unified Communication - Telecommunication
Indianapolis, IN
10.2019 - Current
- Direct Level 1 and 2 IT support operations, overseeing service delivery and escalations for over 15,000 end users across multiple state agencies.
- Manage and resolve escalated IT tickets, collaboration with cross-functional teams to ensure rapid and effective resolutions of technical issues.
- Drive call center and help desk efficiency, including hands-on experience with Audio video systems and participation in the IOT Flex Up team to optimize support resources.
- Administer software platforms including ServiceNow, Teams Admin Center, Call Manager, and ensuring efficient workflow management, incident tracking, and process improvements.
- Manage monthly service billing for all state agencies via the Pinnacle system, ensuring financial accuracy and accountability.
- Participate in various projects, collaborate with end users, and provide technical support as well.
- Recognized by management for outstanding job performance, exceeding service level targets, and delivering service excellence.
- Trained and mentored IT support staff, fostering professional growth and high-quality team performance.
- Coordinate with vendors for hardware procurement and ensure compliance with SLA agreements.
- Conduct site surveys, implementing large scale deployments providing hands on support.
- Monitor system performance by proactive maintenance and troubleshooting reducing outage disruptions by 35%.
Education
Bachelor of Science - Business Administration, Management/Human Resources
Indiana University Northwest
Gary, IN12.2018
Skills
- Excellent communication
- Microsoft Suite (Excel, PowerPoint, Word, Teams, Outlook)
- Service Now/PeopleSoft
- Pinnacle
- Customer Service/ Client Management
- Team player/ Collaboration
- Data Analysis/ Problem Solving
- Adaptability
- Organizational
- Project Management
- Self-Motivated
- Leadership ability
- Problem Solving
Timeline
State of Indiana - Unified Communication - Telecommunication
10.2019 - Current
Bachelor of Science - Business Administration, Management/Human Resources
Indiana University Northwest