Ricio Dacosta Brathwaite

Ricio Dacosta Brathwaite

About

Detail

Providing global software support with cybersecurity expertise.
Costa Rica

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • Time Doctor
    Technical Support Specialist
    Time Doctor
    Mar 2021 - Current (5 years 7 months)
    • Provide global clients with software support via chat, email, and video conferencing.
    • Assist customers with installation using Active Directory Group Policy, Intune and JumpCloud.
    • Assist customers with REST API-related queries.
    • Use Hubspot, Jira and Asana to track tickets and communicate with the engineering team.
  • PROFICIENT BUSINESS SERVICES LIMITED
    Tech Support Specialist
    PROFICIENT BUSINESS SERVICES LIMITED
    Dec 2017 - Dec 2020 (3 years 1 month)
    • Delivered remote and on-site tech support for our clients
    • Assisted with the migration of Active Directory to a new domain
    • Setup and configure POS systems for clients
    • Installation, configuration and troubleshooting of CCTV security camera systems
    • Installation, configuration and troubleshooting of access control systems
    • POS setup for a Pharmaceutical company
    • Laptop disassembly and repair
    • Designed data centers and technical plans using Microsoft Visio
  • Self Employed
    IT Technician
    Self Employed
    Jan 2013 - Dec 2017 (5 years)
    • Provide local businesses with a variety of professional IT services
    • Network installation and administration
    • Website Design for various companies using WordPress, HTML & CSS
    • PC & Laptop disassembly and repair
    • Staff training on hardware and software
    • Regular maintenance of systems
    • Hardware and software sales
    • Hardware and software troubleshooting (on-site and remote)
    • QNAP Backup System setup and administration
    • Assisted local organization with video/sound equipment setup and production
    • Installed VPNs, QNAP backup systems, and configured File Center digital document systems.
    • Tablet repair
  • ROGERS SOFTWARE DEVELOPMENT INC
    Technical Support Manager
    ROGERS SOFTWARE DEVELOPMENT INC
    Jul 2009 - Jan 2013 (3 years 7 months)
    • Supervised and trained a fully remote support team of 25 technicians.
    • Managed technical support for over 2,500 clients using SuperSalon® POS software.
    • Coordinated version updates and maintained service quality metrics.
    • Trained new techs on how to use and troubleshoot Super Salon® POS software
    • Managed the configuration and adjustment of firewall settings for client environments, ensuring secure network access for our software while maintaining optimal service reliability.
  • Self Employed
    Computer Consultant
    Self Employed
    Jan 2008 - Jul 2009 (1 year 7 months)
    • Provided local homes and businesses with a variety of professional IT services
    • Network installation
    • Website design and SEO support
  • SYKES Costa Rica
    Tech Support Agent
    SYKES Costa Rica
    May 2007 - Jan 2008 (9 months)
    • Provided notebook support for U.S. and Canadian Intel® customers
    • Provided networking support for U.S. and Canadian Intel® customers
  • Syntech Systems
    Tech Support Agent
    Syntech Systems
    Feb 2003 - Oct 2003 (9 months)
    • Provided telephone support for the FuelMaster® software and hardware
    • Provided PC support including communications, drive mapping, and software training
    • Assisted customers in wiring of dispensers to Fuelmaster system and phone line installation
  • Florida Agricultural and Mechanical University
    Computer Support Specialist
    Florida Agricultural and Mechanical University
    Nov 1999
    • Resolved software and hardware problems in a Windows NT / 95 fiber-optic network
    • Assisted end users with advice, instruction, troubleshooting, and repair
    • Installed, relocated, upgraded, and modified full and partial PC systems and peripherals
    • Performed NT administrative duties including policy setting and account adjusting
  • The Florida Department of Education
    Computer System Analyst
    The Florida Department of Education
    Jul 1999 - Jul 2002 (3 years 1 month)
    • Supervised a Computer Department Help Desk team
    • Administered both Novell and NT servers and clients in an Ethernet network
    • Troubleshoot Office 2000, Windows 2000, and Mac OS problems
    • Assisted with Windows 2000 Server and Cisco Router installation
    • Performed telecom operations on Lucent’s Definity digital telephone system
    • Built and administrated an Exchange 5.5 Server with Outlook 2000 clients
    • Assisted with Conversion of the network from Netware to Windows-based
Education verified_user 0% verified
  • Zero to Mastery Academy
    Computer Programming
    Zero to Mastery Academy
    Jan 2019 - Dec 2020 (2 years)
    Python Programming
  • Florida Agricultural and Mechanical University
    Bachelor's Degree, Political Science and Government
    Florida Agricultural and Mechanical University
    Jan 1993 - Dec 1997 (5 years)
    Graduated with Honors in Political Science. Minored in Biology. Received Scholarship to Florida State Law, 1998.
  • F
    Freeport High
    Freeport High
    Jan 1986 - Dec 1991 (6 years)
    Education focused on the Sciences.