Customer Service Management

Joshua Williams

** ******* ****** ****.********.*@*****.***

(h) 908-***-****(c) 908-***-****

Elizabeth, NJ 07206 http://www.linkedin.com/pub/joshua-

williams/37/934/b41

Professional (Information Technology / Software Engineer)

Professional Summary Of Qualifications

o A results-driven, well-rounded and seasoned Professional with 2+ years of

extensive hands-on experience in various fields of Computer Science.

o Many of the fields I have worked on or have taken course in are the

following:

Network Administration (LAN/WAN), Network Security, VoIP, UC, Network

Operations, Network Analysis, Systems Administration, Technical

Support, Systems Integration, SDLC, Help Desk Administration, UNIX

Fundamentals, Computer System Security, IT Architectures, Security

Management, Disaster Recovery, Security Architecture, and Problem Solving

with IT Methods.

o I have created, planned, architect, designed, installed, configured,

tested, implemented, administered, troubleshoot and maintained complex

Network Infrastructures includes (LANs, WANs, MPLS, VPN, VoIP,

Wireless, and Cloud Technology Networks).

o Highly effective at communicating plans, requirements, and results to

professionals at all management levels and technical backgrounds.

o Reduced system downtime to nearly 0% via the installation of new

equipment, Custom/OTC software suites, system redundancy tools and

security operation training to employees in all levels of Network and IT

environments.

o I am clear and effective communicator with skills in reading, writing,

speaking, and interpreting company requirements which make me a strong

candidate for any company. I also have strong presentation skills, and

the ability to work and interact with all professionals speaking both the

English and Spanish languages.

o I am a creative and exceptional team player who also can work extremely

well independently and have proven award winning team leadership skills.

o Managed university level and/or professional grade projects through

project management methodologies, client requirement engineering,

software design, risk management principles, technical documentation

writing, and quality assurance methods.

Professional Experience

Achieve Beyond, New York, NY

01/2013-08/2013

IT System Administrator

o Manage server, AD, group policy (40 Servers), Exchange and network

environments. Install all new server and network equipment.

o Upgrade server and network equipment as needed. Architect infrastructure

solutions as requested; Manage security policies and firewalls. Support

application, web and database servers in development, QA and production

environments.

o Create backup policies and DFS for DR and administer daily. Reviewed

backup logs daily to verify backups completed successfully.

o Administer virtualization and associated VMware environments. Monitor

network performance and provide recommendations to management. Monitor

server performance and provide recommendations to management.

o Manage server, AD, group policy, Exchange and network environments.

Install all new server and network equipment. Upgrade server and network

equipment as needed (15 Cisco Routers, 8 Cisco PIX/ASA Firewalls, and 31

Cisco Switches).

o Architect infrastructure solutions as requested. Manage security policies

and firewalls. Support application, web and database servers in

development, QA and production environments. Create backup policies and

DFS for DR and administer daily.

o Review backup logs daily to verify backups completed successfully.

Administer virtualization and associated VMware environments (10 Virtual

Servers). Monitor network performance and provide recommendations to

management. Monitor server performance and provide recommendations to

management. Provide tier 2 help desk support to techs and end user (200+

Users).

Media Source Inc., New York, NY

06/2012 -01/2013

IT Specialist & Server Support (Tier 2)

o Administration and support of Windows 2000-2008 servers to include Active

Directory, Group Policy, MS IIS, basic LAN,WAN, DNS, DHCP, WINS

administration and support.

o Installation, configuration, maintenance, and backup of over 15 Dell

Power Edge Servers (Small Business Server 2008).

o Oversight of installation on all data communications twisted pair cabling

in all new locations.

o Daily task include installation and updating of all new software,

checking maintenance plans, pulling crystal reports, and troubleshooting

MS Small Business Server 2008 and XP Pro on all in house servers and

pc's. Extensive Lab testing of new developmental - software and hardware.

o Provide tier 2 help desk support to techs and end user. Responsible for

ghost imaging of all pc's in field. Setup and installation of all new

field laptops and PC. Responsible for Remote connections to all servers

in field. Customer Relations.

o Managed the coordination and support of Network systems for corporate and

remote locations consisting of over 100+ users. Coordinated Help Desk

support activities with small IT group consisting of only 8 members.

Colorado Technical University, Sioux Falls, CO

07/2011 - 06/2012

Student Network Engineer

o Responsible for installing and supporting network hardware, software, and

applications on PC and Apple computers

o Handle the tasks of providing Level 3 technical support to resolve day-to-

day network, computer, and peripheral equipment issues for production and

test environments (75+ users)

o Deploy Cisco routers and switches, and administer Network Monitoring

services

o Responsible for network evaluations, troubleshooting a variety of network

problems, and implementing various software and hardware upgrades

o Handle the tasks of configuring and deploying wireless solutions

o Implement ideas that enhance the effectiveness of advanced technology

solutions for clients

o Responsible for monitoring, troubleshooting, configuring, and deploying

LAN/WAN solutions)

Professional Certifications/Education

Colorado Technical University

Security+, Network+, Software Engineering Methods, Computer Networks and

Telecommunication, Client Java Programming, UNIX Network Administration,

Object Oriented Methods, Software Engineering Application, Web page

development - [University Awarded],VoIP (CHN, CDV, Call Manager/Call

Unity/Unified Communications Services/Phones), Field Technician, Boson

NetSim 8.0 (Routers, Switches, Stations), Remedy Ticketing Engine

Certifications

CompTia A+, Network+, CCNA (Pending)

Self Study Courses

Web Site Building & Development, Musical Engineering & Production,

Promotional Modeling, Independent Barber, CCNA

Community Services and Activities

Boys and Girls Club of America, Elizabeth Police Athletic League, Hillside

Food Bank, and Elizabeth YMCA

Home Depot Inc.

15 Homer Awards for Best Sales and Customer Service

Professional Technical Expertise

Wireless Networking:

WLANs, Cisco Catalyst 6500 Series Wireless Services Module (WiSM), Cisco

Planner. Support of all mobile devices (Ipad, Iphone, motion tablets,

Galaxy 3 & 4)

Networking:

LANs, WANs, SAN's, VoIP, Wireless, Network Infrastructures, IPv4, IPv6,

Gateways, IP Addressing Schemes (Subnetting, VLSM/CIDR) MPLS VPN

Firewalls/Site to Site (SSL/IPsec),

Technologies/Protocols/Servers:

TCP/IP Protocol Suite [TCP/IP, TCP/UDP, HTTP/HTTPS, DNS/DHCP, SMTP/POP3],

WAN Technologies [Internet, Ethernet (10/100/1000),

Fast Ethernet, Gigabit Ethernet, Metro Ethernet, Fiber-Optics, Leased

Lines, and T1], Layer 2 Technologies [Switches], Layer 3 Technologies

[Routers, Switches VLAN, RIP, RIPv2, OSPF, BGP, EGP, IBGP], Internet

Services (Servers) [Web, E-Mail, FTP, Proxy, E-Commerce, Streaming Media,

File, Mobile Info].

Management Tools:

Network Troubleshooting Tools [debug, ping, traceroute, ipconfig,

winipcfg, Telnet, SNMP (Transient), McAfee] VTP, DTP, STP RSTP Switch port

security Inter-VLAN Routing, Trucking, Access-list Controls.

Operating Systems:

Cisco IOS, Windows [7/Vista/XP/2003/2000/NT/ME/98/95/3.11/DOS], Android,

Mozilla Firefox, Workstation [XP/2000, 4.0], Nortel UNIX, Linux, Windows

Server 2003, Windows Server 2008, Citrix Server (Xen-server, Xen-App and

Xen-desktop)

Applications:

MS Office Suite [Project, Visio, IE, OE, Outlook, Exchange, BackOffice,

Proxy Server, SQL Server, Visual Studio, Active Directory, SharePoint,

Excel, Word, PowerPoint, Access], Eclipse, Net-bean 6.0/7.1, Outlook Web

Access [IMAP/POP3/ MTP/LDAP], MacAfee Antivirus.

Hardware:

Routers / Series [Cisco, Linksys, HP], Switches [Cisco, DELL, HP],

Firewalls [Windows, ASA/PIX], Firewall Systems (McAfee, Symantec, MS)

CRM/CTI:

VoIP, Client/Server/IVR, Unified Communications Call Center

Implementation, Network Solutions.

Languages:

HTML5, XML, C++, C#.Net, VB.Net Java, J2EE, JSP, XHTML, CSS, Win forms,

PHP, Java Script, and SQL.

Education

Colorado Technical University ~ Sioux Falls, Colorado

Master of Science in Computer Science, Concentration in Software

Engineering 2012

GPA: 3.50

Colorado Technical University ~ Sioux Falls, Colorado

Bachelor of Science in Information Technology, Concentration in Security

2011

GPA: 3.50

Colorado Technical University ~ Sioux Falls, Colorado

Associates in Applied Science in Information Technology 2009

GPA: 3.03

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