William Michael Wells, MCP, MCTS

*** ******** **

Ware Shoals, SC 29692

acyb3j@r.postjobfree.com

864-***-****

CAREER OBJECTIVE

Seeking a career opportunity within the Information Systems industry with a reputable company offering continued growth and advancement opportunities.

Certifications

Microsoft Certified Technology Specialist

Microsoft Certified Professional

Transcripts available upon request

EXPERIENCE

10/2012 – Present SDC (Support.com) Ware Shoals, SC

Business Technology Expert – Work from Home

Provided remote support for Comcast, Office Depot, OfficeMax, Time Warner, FedEx, Dish, Staples, Sam’s Club, AOL Small Business Unit. Windows and Mac OS support.

PC hardware troubleshooting. Software support including installation, removal, and training.

Peripheral setup and support. Virus and spyware removal and prevention.

Network support including wired and wireless configuration. Support of all network hardware.

Provided backup solutions and disaster recover options.

Day to day break/fix and support issues.

Regularly recognized for outstanding service and performance.

11/2009 – 06/2012 Volt Workforce Solutions Ware Shoals, SC

Technical Support Agent – Work from Home

Provided remote support for AT&T Small Business Unit. Windows and Mac OS support.

PC hardware troubleshooting. Software support including installation, removal, and training.

Peripheral setup and support. Virus and spyware removal and prevention.

Network support including wired and wireless configuration. Support of all network hardware.

Provided backup solutions and disaster recover options.

Day to day break/fix and support issues.

Regularly recognized for outstanding service and performance.

02/2008 – 04/2009 Business Integrated Office Solutions New Orleans/Northshore, LA

Senior Systems Engineer

Supported small to large company networks. Windows and Novell based.

Responsible for installation and administration of Citrix Presentation Server and Access Essentials 1.5 and 2.0. This included user session maintenance, printer configuration, and remote scanning.

Configuration and installation of server hardware including Dell and HP servers.

Provided senior level support for end users.

11/2007 – 02/2008 Independent Contractor New Orleans, LA

Self Employed

Installation and support of Windows SBS 2003 and Server 2003.

Provided support for Windows based networks for small to medium businesses.

Provided End User support and training.

Hardware and software troubleshooting.

11/2006 – 11/2007 Best Buy/Geek Squad Slidell/Northshore, LA

Special Agent

Small Business Support

Provided on site support for small business in the area.

Provided End User support and training.

Provided in home support to clients.

Hardware and software troubleshooting.

09/2005 – 11/2006 Pilot Catastrophe Louisiana/Mississippi

Catastrophe Adjuster

Serviced Allstate insurance claims arising from Hurricanes Katrina and Rita

Utilizing IntegraClaim application estimated damages done to insured’s property.

01/2005 – 09/2005 AAA of Texas Houston, TX

Network Systems and End User Support

Server Support

Installation and configuration of Windows XP Pro, Server 2003, and Office 2003 Suite.

Provided End User support and training.

Participated in Windows XP migration and rollout to 13 Houston offices.

Participated in data center move to new offices.

Hardware and software troubleshooting.

07/2004 – 09/2004 Enterprise Ambulance Houston, TX

Network Installation and Configuration

Configuration of servers.

Installation and configuration of Exchange 2003, Windows 2003 Server.

Provided training and support for employees.

Hardware and software troubleshooting.

01/2004 – 07/2004 TCML Houston, TX

ExxonMobil – Senior Support Analyst

Support end users in day to day issue resolution.

Participated in Windows XP rollout.

Windows NT, XP, Lotus Notes support

Hardware and software troubleshooting.

09/2003 – 12/2003 TCML Houston, TX

Computer Sciences Corporation – Server Refresh

Participated in ShellOPUS server refresh and replacement project.

Upgraded existing servers.

Configured new servers and migrated data as needed.

Performed other duties as assigned.

11/2001 – 09/2003 Aphelion, Inc. Houston, TX

Senior Systems Administrator

Administration of LAN/WAN environment with proven skills in systems setup and optimization of Windows 98/NT/2000/XP workstations, Windows 2000 servers, Microsoft SQL 2000, TCP/IP, Terminal Services, Citrix MetaFrame 1.8/XP, IIS and its utilities, wireless networking (802.11b and 802.11g), Dell gigabit switches, Cisco routers, and Windows 2000 Active Directory networking. Migrated Exchange 5.5 environment to Exchange 2000.

Responsible for Citrix Metaframe XP server farm administration including license management, published applications, maintaining database connections to multiple SQL 2000 servers, maintaining printer connectivity, and user account management.

Responsible for all aspects of system security utilizing System Policies, SonicWall Firewall devices, regularly scheduled updates of Operating Systems and Anti-Virus Definitions.

Responsible for daily backups utilizing Veritas Backup Exec 9.0.

Demonstrated success troubleshooting computers using comprehensive diagnostic procedures and performing installation/replacement of peripheral devices.

Reputation for adaptability, enthusiastic teamwork, and impeccable service.

Repeatedly praised for outstanding performance that exceeds corporate expectations.

05/2000 – 11/2001 Comsys Houston, TX

Marathon Oil – Tier Two Support

Provided complete support for Windows 2000, NT 4.0, Window 98, 95.

Supported Office 2000 full suite.

Supported Client Reps with second and third level support issues.

Remedy ticket tracking system.

Terminal Server support.

Network connectivity troubleshooting.

Lyondell Chemical – Client Services/Support

Supported Dell Optiplex and Latitude Systems.

Supported IBM desktops and laptops.

Provided support for Windows 2000 and Windows 95/98.

Remedy ticket tracking system.

Network connectivity troubleshooting.

Enron – Trade Floor Support

Supported Compaq and IBM desktops and laptops.

Provided support to Enron Traders.

Provided support for Lotus 4.5, 4.6, and R5.

Windows 2000, NT 4.0 environment.

Remedy ticket tracking system.

Provided remote support via SMS.

Provided support for Terminal Services

Hardware and software troubleshooting.

Duke Energy – Trade Floor Support

Supported Dell Optiplex and Latitude systems.

Responsible for Translux boards support.

Provided support to Duke Energy trade floor.

Provided support for multiple applications such as ProphetX and several other gas and pipeline apps.

Participated in Lotus R5 rollout.

Lotus 4.6, R5 support. Install, configuration.

Participated in Win2000 rollout preparations.

Assisted in the design and implementation of a call center for Duke Energy Workstation Support.

02/2000 – 05/2000 Intellimark Houston, TX

Texaco – Trade Floor Support

Domain Administration. Managed user accounts.

Citrix Support.

Provided phone and desk side support to Texaco gas traders and several other groups.

Hardware and software troubleshooting.

08/1999 – 02/2000 Pharos Systems USA Webster, TX

Network Administrator

Managed Pharos System USA's local and wide area network.

NT security administration.

Exchange Server Administration.

Test and configure workstations for network connectivity.

Local and remote user management.

Performed daily backups.

Phone support for Pharos software. Provided support to network administrators in regards to Pharos Uniprint and other Pharos products.

01/1998 - 07/1999 Sprint Paranet Houston, TX

Technical Analyst

NGC/Dynegy - Trading floor support.

Provided support to 150+ end-users by installing, relocating, configuring, and troubleshooting PC related hardware and software. Windows NT, 95, and 3.x.

Migration from Microsoft Mail to Exchange to Lotus Notes.

Methodist Healthcare Systems - Third Level Desktop Support

End-user support for 2000+ users in a healthcare environment.

Supported Windows 3.x, 95/98, NT 3.51/4.0, Microsoft Outlook/Exchange, Microsoft Office Suite.

Migration from Windows 3.x to NT 4.0.

Migration from Token Ring to Ethernet.

NT and Novell Domain Administration - Domain user management.

Novell 4.x, NT environment.

03/1996 - 01/1998 CPI/Alpine Houston, TX

Software Engineer

Hershey Foods, Inc. - Windows 95 Migration.

Peter Paul - Naugatuck, CT - 250 users.

Hershey Canada Corporate Headquarters - 350 users.

Y&S Candies - Lancaster, PA - 250 users.

Reece's - Hershey, PA - 200 users.

Hershey Main - Hershey, PA - 500 users.

Corporate Offices - Oakdale, CA - 250 users.

Service and Support – Houston Area:

M. David Lowe - Setup an NT network environment with Windows 95 clients.

B.J. Services - Participated in a laptop rollout of approximately 600 laptops.

Responsible for configuring, testing, and shipping laptops to field engineers

Contact this candidate