Richard Ashby
IT & Project Management Professional | Service Delivery Leader | Certified in ITIL, Agile, and Six Sigma | Expertise in Support Operations and Process Optimization
- Role
- Service Desk Analyst 3 at National General
- Location
- Greensboro, NC, US
- LinkedIn followers
- 500 followers
About Richard Ashby
Proven IT professional with over 15 years of experience in service delivery, technical…
Experience
Service Desk Analyst 3
Oct 2018 — Present · US
Service Desk Analyst General Insurance Company (NGIC) – Remote | Oct 2018 – Present• Lead the Knowledgebase Team, developing articles and standardizing workflows in the Neurons ticketing system.• Manage nationwide hardware, software, and access issues, achieving 95% First Call Resolution (FCR).• Developed a self-service Knowledge Base, reducing incident escalations by 15-20%.• Troubleshoot VPN issues (Cisco AnyConnect, GlobalProtect) and Citrix Director sessions for seamless remote work.• Provide remote technical assistance using TeamViewer, Skype, MS Teams, and Citrix Director.• Configure softphone software and manage password resets across multiple enterprise systems. Certifications:• ITIL v4 (Information Technology Infrastructure Library)• HDI Knowledge Centered Services (KCS)• HDI Support Center Analyst (SCA)• Lean Six Sigma Green Belt• Certified Lean Specialist (CLS)• Agile Project Management – LSU Project Management Series• Quality Assurance Essentials – LSU Project Management Series• Estimation and Cost Benefit Analysis – LSU Project Management Series• Project Management Certification – LSU
Education
ECPI College of Technology
Network Administration and Security Managment
2004 — 2005
Skills
- Sunquest
- Html
- Technical Support
- Dreamweaver
- Laptops
- Windows Xp
- Servers
- Ghost Imaging
- Windows 7
- Windows
- Software Installation
- Disaster Recovery
- Computer Repair
- System Deployment
- Virus Removal
- Windows Server
- Intermec
- Remote Desktop
- Epic Systems
- Troubleshooting
- Linux
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