William Valdez
acn24i@r.postjobfree.com
Professional Experience:
CurriculumLoft/CIM Educational Technology: April 2014 - Present
Technical Specialist
• Performing tier 1 troubleshooting for website, infrastructure, and end user computing issues
• Taking ownership of service problems, following up on the status of issues and communicating progress in a timely
manner.
• Assigning degrees of urgency to system and service issues
• Escalating unresolved issues to other team members or teams
• Perform routine services such as rebooting servers or networks
• Receive, log and manage calls from internal staff and external clients via telephone, email and support tickets
• Maintain a high degree of customer service during all support interactions, adhere and implement all service management
principals
• Support International educational Cloud content for desktops and mobile devices through an administrative portal
supporting over 64K users - team member
• Proactively testing software to ensure stable compatibility with customer environments, implementations, and new
software rollouts
• Develop and write procedural and instructional documentation
• Testing software compatibility for various platforms and generating bug reports for software developers to resolve issues
• Managing customer accounts and building client relationships through high quality Technical Support
• Performing customer intervention by communicating effectively and evaluating client satisfaction, account progress or
problems hindering successful educationalenvironments
• Communicating with customers, employees andsenior executives while translating IT solutions into easy to understand
discussions
• Obtaining pricing quotesfor customer sales inquiries
• Responsible for the management of shipping up to $12 Million of product (Including Software)
• Entrusted with depositing high value customer expenditure (Up to $300,000/deposits)
• Internal database and ticketing administration- following up with technicians on the status of open tickets and authorizing
escalations when needed
• Returned Merchandise Authorization management by maintaining an organized and fluid process
• Managing the fulfillment of customer insurance replacements
• Creating customer training material and processes for Windows, IOS, Android
Hewlett Packard & Eli Lilly and Company: Contract June 2013 – April 2014
Desk side Deployment/ Field Service Technician
• Team member of a Windows XP to 7 Migration of 37K international clients
• Performing Active Directory and administrative tasks when needed
• Windows XP to 7 desk side client upgrades, hardware installations and content backups
• Using Active directory to ensure proper domain authentication
• Performing group policy updates
• Troubleshooting Certificate Services to ensure client contains proper certificates for domain and VPN access.
• Installing BitLocker Drive Encryption Tools on Windows 7 and external drives to ensure sensitive data security
• Managing company assets via the merchandise portal for Hewlett Packard
• Windows SystemImagingand Windows Easy Transfer
PLV LLC: September 2012-April 2013
General Manager
• Operating Sierra Point of Sale Systems
• Financial plan management - $3million annually
• Organizing community events, local fundraisers and marketing events
• Developing long term financial goals
• Creating weekly employee and management schedules
• Managing employee reviews and administering corrective actions when needed
• Inventory Management of $10k weekly budget
• Developing and implementing employee policies and handbooks for up to 20 employees
• Payroll Administration and Scheduling
Information Technology Specialist - Independent: 2006-Current
PC Repair and Networks Technician
• Reimaging
• Virus removal
• Audio Video Installation
• Service calls
• Network configuration
• Email configuration
• Software installation and removal
• Hardware and software upgrades
• Home network setup
• Computer optimization
• Mac, IOS, Windows and android troubleshooting
Skills and Qualifications:
• Proficiently Bilingual-English / Spanish
• Ability to perform in high pressure situations
• Able to meet deadlines with consistency
• Capable of working both independently and collaboratively
• Strong organizational proficiency
• Software Installation
• Employee Management
• Project Implementations
• Windows OS 2003, 2007, 2010, XP, Vista, 8.1
• Skilled In Microsoft Word, Outlook, Excel Power Point
• 4+ years in Business Management
• 5+ years of Information Systems Technical Support
• Mobile Device Support
• Network troubleshooting
Education Training:
• CCNA Network+ Training
• Ivy Tech Community College – Information Systems Technology Management & General Courses
• Warren Central High School
References:
• Joshua Kennedy- National Technical Account Manager 317-***-****
• Matthew Alford- System Engineer 317-***-****
• Andrew Bolis- Network Admin-Technical Account Manager 317-***-****