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richard Smith
Open to opportunitiesTechnical support supervisor at Unified Global Solutions who coordinated ticket resolution in Zoho and managed customer retention.
United States
Experience
Dispatcher – Technical Support Supervisor | Project Coordinator
Started as dispatcher utilizing Field Nation to scope work, vet technicians, and schedule onsite visits before being promoted to supervise technical and customer support operations. Orchestrated ticket distribution and resolution through Zoho, resolved escalated customer support concerns, and managed customer retention strategies.
FieldNationZohoTechnical SupportCustomer SupportProject CoordinationTeam SupervisionCustomer Retention
Technical Support Specialist | Project Coordinator
Directed camera, alarm, and service technicians deployed onsite while leading remote device configurations and validating client deliverables. Oversaw technical scoping, procurement, RMA processes, and regular milestone communications with key project stakeholders.
Technical SupportProject CoordinationRemote ConfigurationProcurementRMAStakeholder Communication
Owner & Field Service Technician
Owned and operated a dedicated IT services firm managing large-scale structured cabling installations, surveillance cameras, POS systems, Audio/Video, and VoIP deployments. Partnered with remote Tier-3 support engineers to configure network devices and hardware infrastructure.
Structured CablingSurveillancePOS systemsAudio VideoVoIPNetwork ConfigurationHardware Infrastructure
Systems Administrator
Served as onsite Systems Administrator for a multi-location enterprise. Supported multi-site end users across a hybrid network infrastructure comprised of Windows Server environments, network perimeter routing, and Sophos firewall appliances.
Windows ServerNetwork RoutingSophos FirewallSystems AdministrationMulti Site Management
Education
Google
Earned certifications as Generative AI Leader and AI Essentials from Google.
University of Arizona
Bachelor of Science in Computer Science from the University of Arizona.
IBM
Earned certifications as Generative AI Engineer, AI Developer, and AI Product Manager from IBM.
IBM
Earned certifications as Generative AI Engineer, AI Developer, and AI Product Manager from IBM.
IBM
Earned certifications as Generative AI Engineer, AI Developer, and AI Product Manager from IBM.
Google
Earned certifications as Generative AI Leader and AI Essentials from Google.
Microsoft
Earned certification as Generative AI Engineer from Microsoft.
CompTIA
Earned CompTIA Security+ ce certification.
CompTIA
Earned CompTIA Network+ ce certification.
CompTIA
Earned CompTIA A+ ce certification.