WILLIAM A. BEVERLY

**** ********* **.

Chester, Va. 23831

***-***-*******

***-***-******

acvx6d@r.postjobfree.com

EXPERIENCE AND QUALIFICATIONS HIGHLIGHTS:

VENDOR EXPERIENCE:

Experience working with vendor service companies such as AT&T, Tesdata, Hitachi, Tandem, Cirrus, IBM, Dell, Nearline/STK, Centel, Digital Data, HP, Verizon, Packard360, ECI, Diebold, Unisys, MCI, SBC, D1, Alpharetta, Nortel, Cisco, AST and many, many others.

TECHNICAL AREAS:

SOFTWARE: Experienced with such software as Active Directory, MVS/ESA, VMS, ACF2, JES2, BL-Dis, Bl-Schd, CICS, DB2, TCP/IP, CA7, IMS/IMF, TMON, TSO, TPX, Multsess, VPS, Netview, GMF, HSM, CMAX, Commander, NPDA, LLA, VMWare, NetView, QFETCH, Top-Secret Access Control, ITL, RPT, Microsoft Admin. and Windows, VPN, HEAT, Peregrine, Magic, CSupport, NetSpy, Banyon, VAX, TRACS, HP SCCM, Ghost Imaging, Omegamon, Cisco Network, Axosoft, Lotus Notes, AutoSys, CPMT, NotiFind, Remedy, TPX, DameWare, Edge, HP OpenView, Enterprise Network Administrator and many more industry standard software, applications and operating systems.

HARDWARE: Experienced with such hardware as IBM, Hitachi, HP, Dell and Amdahl mainframe processors and servers. IBM AS400, HP3000/9000, Digital-VAX and RISC600 and Unisys midrange systems. Nearline/STK, MTI, IBM and Hitachi automation systems. LAN/WANs and Frame-Relay based systems.IBM/Lenovo HP and Dell desktop workstations and laptop computers, IBM, Typhoon, Xerox and HP printers.

EDUCATION:

Virginia State University - Petersburg, Va.

Major – Art Education, Sept.1976 – Jun.1981

In the very near future I will complete a diploma/certification program for CompTIA A+, Network+, Security+ and Microsoft Office Specialist (MOS) certifications at Virginia College.

SECURITY CLEARANCE:

United States Government / DLA

SF85P ADP Access Approval Level (Confidential)

Granted in Jul.2001

Bellwood Defense Supply Center

8000 Jefferson Davis Hwy. Richmond, Va. 23297

POLYGRAPH EXAMINATION:

Examination: pre-employment

Date and Log: Mar. 2014 #PW14-0015

Format of Polygraph Examination: LEPET Test

Type of Polygraph Instrument: Lafayette Instrument LX-4000

Summary: The polygraph examination resulted in No Deception Indicated,

No Significant Response (NDI/NSR). *documentation available upon request*

E-Merging Technologies Group

11720 Sunrise Valley, Reston, Va. 20191

PROFESSIONAL EXPERIENCE:

Hanover County Public Schools Ashland, VA Nov. 2015 – Jun. 2016

Help Desk Technician

Provided direct customer support for all areas of Technology Services to include but not limited to student information systems, cloud computing, desktop, and network support.

Responsible for providing support for the administrative and instructional systems of the school division

Developed and maintained `best practices` documents and checklists, which to standardize processes.

Responsible for the daily operations of the help desk and works to ensure the optimal efficiency of help desk software system to provide a high level of customer service to internal and external users.

Developed and maintained a multi-tiered trouble ticket prioritization, assignment and escalation process

Configured and maintained help desk software and data

Provided analytics, custom, and standard reports to Technology Services management relative to help desk support and historical data

Escalated support tickets to department technical support staff if issues cannot be readily resolved by the help desk.

Provided assistance to other help desk technicians and support technicians in resolving issues

Guided, advised and informed users and departments as to appropriate support procedures

Supported and maintained online portal for help desk software

Monitored response time to resolution for support tickets and escalates when appropriate to management or another support group

Administered security and user accounts on the student information systems

S-3 / Capital One Glen Allen, VA Jul. 2014 – Dec. 2014

IT Operations Support Specialist

Provided outstanding 24x7 support for ATM related incidents across the enterprise system.

Managed all facilitation requirements of resolving an incident including initiating the call or ticket, engaging appropriate resources per defined practice and protocol, updating critical incident dashboard tool when required, manage contingency plan execution requests, approvals to implement urgent changes such as the escalation of incidents to high severity status.

Prepared end and start of shift turn over and procedures.

Ensured security and fidelity of the Technology Operation Center equipment and facilitate executive bridge calls.

Received information from service providers and work to assess/initiate what actions need to be taken.

Provided management for the support, availability, operation, and recoverability of production systems.

Provided functions in support of end user needs including production control, problem management, second or third-level application production support, and other support for a variety of systems.

Responsible for potential or desired follow-up services or problem escalation.

Maintained a functional understanding of all company service solutions.

Technosoft / Unisys / Capital One Richmond, VA Oct. 2013 – Jul. 2014

Customer Technical Engineer

Responded to all technical service requests and incident management at client nation-wide locations on enterprise level servers and storage platforms.

Responsible all incoming and outgoing client equipment asset management.

Provided technical support for a variety of vendor server, storage, desktop, core legacy and networking devices.

Responsible for installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.

Installed and optimized hardware/software/networking product and configurations at customer sites.

Diagnosed and resolved product performance and security problems.

Ensured customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.

Responsible for potential or desired follow-up services or problem escalation.

Maintained a functional understanding of all company service solutions.

OC-3 Communications Richmond, VA Aug. 2012 - Present

Field Engineer (part time position)

Installation of computer hardware, including work stations, computer and telephone cabling, server and switch cabinets on customer's premises.

Sheltering Arms Hospital Glen Allen, VA Mar. 2006 - Jul. 2012

Help Desk Analyst / PC Support Specialist, MIS-Team

Provided excellent customer service and IT support for over 600 computer users throughout the hospital on a Windows XP, 7 and VM system environment.

Responsible for critical incident management. Answered all help desk calls and emails.

Logged all help desk requests into the system, prioritizing all incoming issues, triaging problems, performed domain administration, worked in the field to correct problems and or escalated trouble tickets as appropriate.

Worked in concert other segments of the MIS Team (Systems Administrator and Network Administrator) with the installation and maintenance of network and server equipment.

Installed and upgraded all user desktop PCs, business specific software and applications as well as various other computer equipment which included 50 dedicated servers, 6 Citrix presentation servers, printers, scanners, medcarts and COWs (Computers On Wheels).

Performed all hardware asset management.

Performed all imaging and configuration updates of all desktop, laptop and thin client computers.

Managed helpdesk ticketing system, CSupport and tracked ticketing system and composed reports on system security and performance for MIS management.

Supported the on boarding of new users by maintaining Active Directory, setting up new user accounts and facilitating access to other applications as appropriate.

Compiled and edited daily reports on system problems, performance, tasks and work flow.

Provided outstanding response and timely service to all users throughout the hospitals 10 locations.

Anthem / WellPoint Richmond, VA Nov. 2005 - Nov.2006

Help Desk Analyst / NOC Analyst

Responsible for receiving all telephone or automated requests for IT assistance, ensuring that the requests or problems are accurately recorded and fulfilled within established timeframes. Essential duties also included the handling all basic technical problems via the telephone and resolves first line customer issues.

Logged and managed calls while utilizing the correct procedures.

Handled specialized functions including fulfillment and completion of special projects.

Made appropriate and timely referrals of any requests that could not be immediately resolved.

Promoted to NOC Analyst position.

Actively monitored and resolved all technical network and server system issues.

Prevented issues from occurring by pro-actively maintaining system and network integrity and security. Received escalations from Helpdesk team and provided network technical support via tickets and phone calls.

Capital TechSearch / Overnite Transportation Richmond, VA Jun. 2004 - Nov. 2005

Help Desk Specialist

Monitored all systems and network lines to ensure availability and security.

Served as central first point of contact for all users to report all hardware and software problems.

Logged all incoming trouble calls and facilitated problem resolutions.

Contacted the proper sources to correct any problems that could not be directly solved by the Help Desk staff such as outside vendor services and ensured the resolutions in a timely manner.

Responsible for updating and maintaining equipment asset management system.

Communicated with all IT/IS departments to maintain the highest level of system availability, integrity and security.

Electronic Data Systems / Defense Supply Center Richmond, VA Apr. 2001 - May 2002

Senior Computer Operator

Performed the duties of several operations disciplines such as schedule control with AutoSys, resource/systems management, interactive systems operations, network operations and operations assistance center.

Scheduled control responsibilities that included life cycle set-up and maintenance. Monitored and processed production cycles.

Performed resource/systems management duties which included monitoring and controlling system performance and security.

Diagnosed hardware and software problems and coordinated problem resolution with vendors and support groups.

Performed system maintenance and IPLs.

Interacted with other operations support teams with monitoring on-line applications and systems availability.

Monitored and maintained maximum network availability, network security and server control resources.

Performed operations assistance center responsibilities including first level problem resolution, customer interaction, and initial point of contact for all problems and system status information.

Computer Sciences Corporation / DuPont Richmond, VA Mar. 1997 - Feb. 2001

Operations Technician - MCM Shift Lead

Monitored mainframe and midrange system consoles, trouble shoot, correct and reported any and all problems that occur in the operations and network areas using the existing standards and procedures.

Worked with support environment that required interfacing with application and system programmers, database managers, other mainframe operations and mid-range console monitoring technicians and client/end users locally, nationally and internationally.

Provided user account management and SLA services on all leveraged VMS platforms.

Also performed all local I/O responsibilities such as daily data disk backups and daily system status and security status reports for management.

Compiled and edited daily reports on system problems, performance, tasks and work flow.

Trained and evaluated new Operations Technicians.

Answer City / Circuit City Richmond, VA Jun. 1993 - Mar. 1997

Senior Technical Service Representative

Developed and installed training programs for new Technical Service Representatives.

Planned, evaluated and scheduled product specific training for new products with key vendors.

Analyzed and resolved problems escalated to the Help Desk from Technical Service Representatives. Designed and configured several components of 'Robo-Help', Answer City's interactive on-line help menu.

Upgraded, verified and certified information scanned into Answer City's on-line product manual system. Monitored all incoming customer calls to the Call Center and assisted with personnel management including interviewing, training and evaluating performance of 5 to 7 Technical Service Representative Teams.

Promoted to Senior Technician position from Technical Service Representative Position and received ‘Diamond’ award for outstanding technical and customer service.

Remedy Staffing / Virginia Power Richmond, VA Apr. 1994 - Aug. 1995

Network Operator

Operated and monitored 3 mainframe computers and network systems configured in 5 production LPARs with a network system including LAN/WAN, VAX and Virginia Power Corporate Enterprise Network. Mainframe server support.

Ensured all network security, availability and critical production schedules with AutoSys software.

Provided first level client/user support for all on-line environments.

Fox Technical / Federal Reserve Bank Richmond, VA Jan. 1993 - Feb. 1994 Mainframe Computer Operator

Monitored and controlled large MVS/IMS multi-image mainframe computer system (50 LPARs) and its supporting systems.

Monitored console messages and performance of environmental software and support applications. Recognized abnormal performance or conditions including possible security issues and took corrective actions

Handled troubleshooting for operational problems and maintained records regarding system utilization and performance.

Philip Morris – USA Richmond, VA Dec. 1987 - Jun. 1992

Computer Operator - MTO

Operated and maintained the company's national mainframe computer and network system which is used by all company data centers, branch locations and manufacturing facilities.

Monitored, ensured and evaluated system-wide performance, availability and security.

Provided first-level user support with all problem determination and resolution.

Assisted supporting departments with all hardware, software and configuration installation.

Compiled and edited reports on system problems, performance, daily tasks and work flow.

Coordinated vendor services for problem resolution.

Ensured timely and accurate information turnover to succeeding shifts and management.

Participated in bi-yearly disaster recovery tests and evaluations.

United Virginia Bank (SunTrust Bank) Richmond, VA May 1983 - Jul. 1987

Network Technician

Maintained computer network and its supporting systems.

Monitored system performance and security.

Provided all level user/client technical support.

Responsible for accurately sending and receiving data transmissions for all commercial clients.

Monitored automated teller machine communications for Virginia, Washington D.C. and Maryland locations. Diagnosed network problems in branch office locations and coordinated vendor/bank personnel in resolution.

Assisted with installation and configuration of all branch computer equipment.

Compiled and edited daily reports on system problems, performance, tasks and work flow.

Responsible for updating and maintaining the bank’s equipment asset management system.

Trained and evaluated new Network Technicians.

Promoted to Network Technician position from Data Control Specialist position and received letter of commendation for superior customer service from bank vice-president.

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