Richard Parker's Profile -

Richard Parker

Richard Parker

Los Angeles, CA 90019

Project Manager – IT Support

Well-versed in providing service excellence in resolving a diverse range of computer-related issues

Skilled and resourceful technical support professional with varied experience in installing, repairing,

configuring and maintaining computers, hardware, software and other technical peripherals, using the

latest tools. Strong strategic planning and project management competencies with focus on multi-tasking,

achieving deadlines and maintaining highest quality output. Excellent communication, collaborative and

customer service skills, with ability to convey technical information precisely.

Computer Repair & Diagnostics / Troubleshooting & Support/ Customer Relationship Management/ Disaster

Recovery / Software Installation & Configuration/ Hardware Support


OS/Platforms: Windows XP, Vista,7,8,10 , Mac OSX, Apple iOS, Google Android

Languages: Powershell, PHP,Javascript, Visual Basic, Dot Net, HTML, CSS, Python

Server Tech: Windows Server 2003,2008, 2012, 2016, CentOS, Active Directory, MS Exchange, MSIIS, MS SQL

Server 2008, MySQL, Apache, Ubuntu

Software: MS Office Suite, Visual Studio 2010, 12, Adobe Suite(CC), Google Sketch-Up, Service-Now,

Kayako, Google Analytics, Auto Desk Suite of Programs, Manage Engine, Wordpress, Magento



Helpdesk Analyst II (1/2019 - Present) AC Martin Group (Formerly known as A/E Business Inc.), Los Angeles, CA


Maintained daily helpdesk operations for 95 users both on site and remote whilst managing office infrastructure. 

Implemented a better technical strategy in order to streamline the workflow of IT related tasks and projects.

Key Achievements:

  • Successfully implemented, configured and managed an IT ticketing system for helpdesk.
  • Implemented a disaster recovery strategy for the companys file servers and a failover point.
  • Implemented an automated software deployment system for software installs.
  • Implemented automated operating system deployments for Windows 10 upgrade.



Client Services Technician (8/2016 – 12/2018) NBBJ Architects, Los Angeles, CA

    Oversee and manage the technical infrastructure support for 90 users in 3 offices across Los Angeles and

San Francisco in California. Monitor hardware and all equipment including laptops, conferencing

equipment, plotters, and laser cutters. Analyze, suggest and manage upgrades and hardware repairs as

needed to extend the lifecycle of equipment. Collaborate with software architects to support numerous

range of software in the AutoDesk Suite (Revit, AutoCad, 3DS Max) along with all the applications in the

Adobe Creative Cloud suite, Bluebeam, and even rendering software and farms.

Key Achievements:
  • Proactively diagnosed technical problems and delivered high quality timely solutions and support to end users.
  • Maintained a healthy inventory of assets, managing and appropriately recycling them at depreciation point.
  • Ensured minimal effects of major incidents and outages on business, by communicating and escalating to a wide variety of technical and non-technical audience.

Internet Engineer (10/2013 – Present) Ambition Media Corporation,

    Conceptualized and developed the website ( ), an online

directory of technology professionals on a map. Also manages hosting and web development for 6

additional sites ( ) varying from a Magento online store to numerous


Key Achievements:
  • Enables users to find qualified technology talent in the area this easily accessible directory.
  • In charge of web hosting and technical services for all web based clients.
  • Provides SEO and design services on a front-end and backend basis.


Service Desk Agent, Fox Service Desk (7/2013 – 5/2016) Turner Techtronics Inc., Burbank, CA

    Held complete responsibility of providing remote support and triage of IT related issues ranging from basic

application troubleshooting to critical incident response and documentation, for FOX Filmed

Entertainment. Received over 20 phone calls daily, and placed outbound calls with onsite Desktop support.

Managed all active directory accounts for Fox Networks and Twentieth Century Fox.

Key Achievements:
  • Achieved an average of 85% ticket resolution rate with less than 10% of the tickets being escalated to desktop support.
  • Effectively created, escalated and resolved tickets using the Service-Now database.
  • Used advanced troubleshooting skills to resolve issues with MS Outlook, Lync, SharePoint, SSLVPN and network connectivity, as well as with Xerox /HP printers and printer mapping, by connecting remotely to client’s Windows/ MAC machines via SCCM/ RDP/ VNC.
  • Installed and configured supported software such as Adobe/ Microsoft/ IBM Servers/ People Soft/ Lotus Notes.
  • Minimized incidents by performing preventative maintenance and tests, and updating Sophos Anti-Virus on all local machines.
  • Designed new system network policies and procedures, and frequently improved the existing ones by utilizing in-depth knowledge of IT operations.
  • Documented and reported outages and client issues to the NOC center with detailed information.
  • Trained and built a strong and competent support team.
  • Maintained seamless functioning of the offices by providing timely support and resolution.

Desktop Technician (1/2013 – 5/2013) The Tech Info Group LLC, Los Angeles, CA

As one of the key desktop technicians in a managed service providing company, supported the IT related

needs of around 30 companies.

Key Achievements:
  • Ensured high client satisfaction by meticulously performed remote configuration, repair, and troubleshooting of various servers and workstations.

Additional Experience:

(9/2011- 10/2013), Authentication / Authorization Services Intern - Northrop Grumman Information

Systems (6/2011 – 8/2012), and Information Technology Desktop Support Documentation Author and

Research Assistant - California State University, Northridge (1/2012 – 5/2012)


Computer Engineering (2011 - Eventually) California State University, Northridge


Macintosh Professional,Unix Professional,Windows Professional,Web Development Professional,Networking Professional,Security Professional,Software Development Professional,Android Professional,PC Hardware Professional,iOS Developer,Help Desk Professional,Information Technology Director,Database Administrator,Chief Technology Officer,Web Administration,Systems Administrator,Senior Network System Administrator,Senior Programmer,Senior Web Developer,Senior Web Administrator,Printer and Fax Professional,I.T. Training Professional

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