Wilbor Guerrero

Senior System Administrator @Ricoh USA, Inc.

Seattle, WA, US

Support of end users including training, system authentication, and access rights per customer policy• Daily support of installed applications and servers including manufacturer recommended updates and maintenance• Maintains accurate log for all customer support requests and application administration activities• Interacts with Ricoh sales and operations teams to maintain and enhance customer relationship• Develops and maintains reports as required by Ricoh and Statement of Work• Collaborates with other Ricoh business entities to develop and expand customer relationship• Provides recommendations for process and system improvements through documentation and presentation activities• Manages reporting and achieving application effectiveness and contracted Service Level Agreements• Coordinates support activities according to customer\'s and Ricoh\'s IT Statement of Work• Communicates effectively with customer administration and end users in planning and issue resolution• Serves as the liaison between third party vendors and the customer• Troubleshoot and document unresolved issues for escalation and resolution• Maintains up to date issue resolution activities via the customer\'s service request system• Maintains up to date site procedures guide pertaining to applications supported• Manages test environment as needed• Responsible for adhering to all manufacturer recommended training and certification requirements• Responds to incoming support calls (i.e. telephone, voicemail, mail, SR ticket) in a timely, professional manner• Escalates any unresolved issues and assures resolution and follows up for completion• Works with third party vendors to achieve Ricoh\'s operating goals• Evaluates the caller\'s issue and then gives assistance utilizing the appropriate support information and documentation• Able to work in a matrix reporting structure environment• Assumes full ownership of support requests.

Manhattan University

Bachelor of Science (BS), Business Administration; Computer Information Systems

Manhattan University

Bachelor of Science, Business Administration; Computer Information Systems

Manhattan University

BA, Computer Information System

Manhattan University

Bachelor of Science, Business Administration; Computer Information Systems

Manhattan University

Associates Degree, Business Administration; Computer Information Systems

State University of New York College of Agriculture and Technology at Morrisville

CIS, Information Technolgy

SUNY Morrisville

Associate's degree, Computer Information Systems

Manhattan University

Associates Degree, Business Administration; Computer Information Systems