Denzel Richards

About Denzel Richards

With over a decade of experience in the IT field, I specialize in providing exceptional technical support and solutions. As a Premiere Services Support Analyst at The Walt Disney Company, I assist users across high-profile brands such as ABC, Disney+, Hulu, National Geographic, Andscape and Marvel Studios. My role includes diagnosing and resolving software and hardware issues, facilitating data transfers and cloud account management, and ensuring customer satisfaction through efficient appointment management and thorough user training. My expertise extends to Apple & Windows products, office equipment, and supply ordering, underpinned by my commitment to delivering quality service and maintaining operational efficiency. I am continuously motivated by the opportunity to help users navigate technology seamlessly while contributing to the success of my team and organization.Favorite Quote:\"Whatever you do, do it well. Do it so well that they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” ~ Walt Disney

Experience

1. Technical Support Specialist Ii

   Disney Streaming

   Oct 2019 — Present · New York, NY, US

   Oversee and organize Active Directory for all major partners within the Disney Streaming Services organization (Disney+, ESPN+, STAR+, Hulu) across the USA, UK, Amsterdam, China and Japan•Utilize programs like ServiceNow, Ninja and JAMF to organize hardware as well as resolve tickets for users internally and externally •Demonstrate excellence when working with over 20+ third-party vendors, who need assistance troubleshooting around the country (Sutherland Global, Tavant, S2G and more)•Handle procurement orders for multiple offices across the USA, UK, Amsterdam, China and Japan along with a team of 3. Orders consist of peripherals, monitors, laptops, and special requests •Handle majority of COVID hardware requests ranging from new hires to VPs within Disney+•Support and manage live broadcast applications like Bluejeans, Slack, Lifesize, Zoom and WebEx •Install and configure operating systems and appropriate department loadset for customers, as well as troubleshoot computer software and hardware issues•Resolve over 100 cases within ServiceNow a week, receiving a great amount of positive feedback and help from colleagues•90% of cases are handled within first encounter with user making sure customer satisfaction is upheld to a high standard

Education

• Medgar Evers College, CUNY

  Computer Science

  2011 — 2012

• Year Up United

  Year Up NYC Certificate, Information Technology

  2013 — 2014

• Bowie State University

  Computer Science

  2009 — 2010

Skills

• Software Updates
• Access
• Inventory Management
• Staff Development
• Microsoft Office
• Sales
• Microsoft Excel
• Adobe Creative Suite
• Technical Support
• Customer Service
• Microsoft Word
• Professional Skills
• Microsoft Access
• Windows 7
• Windows Xp
• Hardware
• Retail Sales Experience
• Hardware Updates
• Troubleshooting
• Software Installation
• Windows
• Computer Hardware