Software Support

R ICKY A . W ILLIAMS

**-** ***** **. ********, NY 11355 347-***-**** **********@***.**.***

Summary:

Network Administration/Desktop Support in the Information Technology industry. Experienced gained through projects as a

consultant involving installation and deployment of desktop rollouts, server upgrades, patches and user and file administration. Also

have done proprietary application troubleshooting and configuration, customer service/technical support. Have completed training

for MCSE.

TECHNICAL SKILLS

SOFTWARE EXPERIENCE

A+ Certified and MCP on Windows XP Professional, Blackberry Administration, Installation and configuration of mobile Salesforce

on Blackberry handhelds, Windows 2000 Professional, Windows Mobile 6.0, 6.1, MS Office 2000, Office 97, Office 95, MS Works,

Lotus Organizer, Microsoft Outlook, Norton Antivirus, McAfee, Lotus Notes 6.0, 4.5, 4.51, 4.52, 4.6, WordPerfect 6.0, 5.2, 5.1, 5.0,

Symantec Norton Utilities, Adobe Acrobat, PCAnywhere, Internet Explorer 4.0, 5.0, 6.0 and Netscape Communicator 4.72, 6.0

certified, TCP/IP, Windows 95 & 98 Support Training, Microsoft Office Suite

HARDWARE EXPERIENCE

Installations and configurations: IBM ThinkPad 600 series, and Lenovo E series, T series, various Dell Optiplex, Dimension and

Precision desktops, various maker laptops (Satellite, Sony Vaio, etc.) Blackberry 8800, 8830, 8700g, 8100, 8830 (Curve). Dell

Windows 2003 servers, Compaq Insight Servers. Installation of AT&T air cards for Internet access.Various hardware and software

diagnostic tools

NETWORK EXPERIENCE

Windows 2000 Network Server Administration, Cisco 1900 series configuration, Cisco 2600 series configuration, Desktop

configuration of Windows XP/2000, Setup of shared resources, Single,Multi domains, Network security passwords, administered

rights, drives, firewalls, Citrix Management Consoles, Installations and configurations of SNL Financials on Intex Servers, Backup

tapes DAT, ARCSERVE, Network monitoring (SMS), Login scripts (user), DHCP, WINS,Visio, Exchange, X-platform connectivity

(3270 emulation, Citrix), Routers, Bridges, Gateways, Hubs, Switches, Remote Communications (Shiva, Carbon Copy).

EDUCATION

11/06 – Present Attending classes for Cisco CCNA and CCSP classes.

WORK EXPERIENCE

2/08 – Present Robert Half Inc. (Systems Consultant)

(Client - DBRS)

• Installation, Configuration and troubleshooting all desktop related issues and application support

• Outlook email troubleshooting, installation and configurations

• Blackberry handheld troubleshooting and Blackberry Bes Server Administration supporting over 120 users

• Symantec Backup Tape Administration and maintenance of Backup tapes

• Liaison for Backup Tapes off site pickup and delivery

• Active Directory troubleshooting and configurations of users and groups and sites

• Citrix Management Console troubleshooting of remote users

• Excel spreadsheet reports of inventory and tape backups

• Excel spreadsheet maintenance of backup tape pickup schedule

• All applications proprietary, financial software, and Microsoft office Suite installations

• Documentation of New Users login and setting of passwords and network drives

• Microsoft Windows 2003 upgrades and reboots

• VPN connection troubleshooting for remote users

7/07 – Present ITS Solutions Inc. (Helpdesk Analyst)

• Telephone support of Microsoft office applications and hospital proprietary software

• Support of remote and local users by phone and VPN

• Terminations and creations of users using Active Directory

• Documentations of users created and terminating in local Excel databases

• Blackberry troubleshooting on desktop client of users

• Lotus notes email and database troubleshooting

5/06 – 8/06 Williams Lea Inc. (Helpdesk Analyst)

• Telephone support of Microsoft application troubleshooting and configuration

• DOCSopen troubleshooting and management

• Support of remote and local users by phone law firm applications

• Documentation of troubleshooting procedures and knowledgebase library

• Lotus notes troubleshooting of email and databases

• VPN troubleshooting for remote access users

• Blackberry troubleshooting support from various vendors

12/05 – 2/06 Reed Smith (Junior Network Administrator)

• Creation and deletion of user accounts using Active Directory

• Creation and deletion of user groups and administration of user rights

• Desktop support of law firm applications and off the shelf software

• Imaging of PC’s and installations using Altiris imaging software

• Level II desktop support of Outlook email application and Microsoft Office

• PDA blackberry support (7250) Verizon vendors

• Documentation and spreadsheet updates according to Human Resources specifications

•

09/05 – 12/05 A & E Television (Desktop Support Consultant)

• Desktop Support rollout migration from Windows 2000 to Windows XP

• Ghosting and creating images of users desktop for implementation

• Level II desktop support of client email Outlook and Microsoft office

• Coordination of vendor repairs and break fixes

• PDA blackberry support(7250) Sprint, Verizon

• Documentation and spreadsheet updates of implementations and repairs

05/05-08/05 Alliance for Health (Tech Support Consultant)

• Level II technical support remotely and in the field of Windows 2000 and Windows XP

• Outlook client desktop troubleshooting and support

• Network Administration (Creating, deleting users, creating print queues Windows 2000 server)

• Cisco Call Manager maintenance for phone system

• Installation and configuration of software for users and laptops configurations

• Recommendations of software and hardware purchases

• Liaison with hardware and software vendors

• Ghosting and imaging of software standards for customer desktops

• Citrix Manager of Thin clients for user desktops

• Installation and configuration of Citrix Thin clients (Neoware terminals) for user desktop

• Maintenance of group policys on servers

• Server build of Windows 2000 server

08/04-03/05 Morgan Stanley/IBM (Desktop Support Consultant)

• Level II technical support remotely and in the field of Windows XP and Pcomm 3270 emulation configuration

• Outlook client desktop troubleshooting and support

• IMAC performed on IBM desktops and laptops according to users specifications

• Ghosting and Imaging of software standards for customer desktops

• Desktop support of users onsite and remotely, as well as software installation and configuration

• Installation and configuration of Peregrine Service Center on clients desktop and used as ticketing system for trouble calls

• Blackberry desktop installation and configuration troubleshooting

• IBM ManageNow ticketing system for trouble calls and resolution documentation

05/04 –08/04 RICHARD FLEISCHMAN ASSOCIATES, New York New York (Desktop Support Consultant)

• Provided Technical/ Helpdesk Support for 100 to 185 users remotely and onsite and remotely

• 50% call resolution and 50% resolution in the field

• Windows 2000 administration of creating users in groups and deletions and printer monitoring

• Blackberry desktop installation and configuration troubleshooting

09/01 – 12/02 JEWISH HOMES AND HOSPITAL, New York, New York

• Provided Technical/ Helpdesk Support for 100 to 185 users remotely and onsite and remotely

• Windows 2000 Network Administration; 50% call resolution and 50% resolution in the field

• Desktop support of Windows 2000, Windows 98/95 environment

• Support of all desktop applications (Microsoft Office 2000, Outlook 2000, in-house medical software Perse, Lotus Notes

• Controlled all backups for AS400 systems and Perse servers; Installations of apps using WinInstall

09/99 – 03/01 SONY MUSIC /PICTURES, New York, New York

• Desktop support of Windows 95/98 environment and network printer troubleshooting

• Support of Internet browser and internet access; Ghost imaging of desktops and laptops for installations and software fixes

• Installations and remote administration via Jetdirect of network printers (HP Laserjets)

• Support for RAS users and configuration of Notes for dialin and troubleshooting

06/99 – 09/99 TEKSYSTEMS, New York, New York (Client – Memorial Sloan Kettering Cancer Center)

03/98 – 05/99 GE CAPITAL, New York, New York (Clients – NBC, CBS, Pfizer, MSNBC)

11/97 – 03/98 RHI CONSULTING, New York, New York (Clients – Salomon Brothers and KBT&F Law firm)

04/97 – 10/97 EMI MUSIC GROUP, New York, New York

PC Support Technician/ Desktop Support Specialist

• Rollout of new hardware and installation and configuration of desktop software

• Configuration and troubleshooting of PDA’s for desktops and email

• Configured desktop for citrix client; Controlled print queues for Lexmark and HP Laserjet printers

• Novell administration adding and deleting users and group access to applications

• Supervised team with Y2k upgrades of Desktop PC’s; Installed necessary patches and fixes for PC BIOS upgrades

• WordPerfect software technical support and installations

• CC:Mail and Groupwise mail administration; Win 3.X to Win 95 migration of departments

09/96 – 02/97 CRM COMMUNICATIONS CONSULTING, New York, New York ( Client: NYNEX)

04/96 – 0 8/96 BT OFFICE PRODUCTS, New York, New York

08/92 – 04/96 NY DEPT. OF TRANSPORTATION, New York, New York

LAN Network Administrator

Support for 160 to 190 users onsite and remotely

• Banyan Vines Network LAN Administration and troubleshooting

• Server software upgrades and PC support and troubleshooting software applications and Lotus Notes troubleshooting

• Remote access troubleshooting of dialin users and TCP/IP router trouble calls

• PC Support and troubleshooting of Windows NT network and Novell environment

• Software application troubleshooting and customer support on the phone and in person

• Systems administrations of daily user activity

• Implementation of Ethernet 10Base-T LAN topology on sites

• Installation, configuration and support of Cisco Routers, and Synoptics Hubs

• Telecommunications equipment installations and WAN high speed communications circuits

• Responsible for field installations of users PC equipment and peripherals

02/91 – 08/92 INFORMATION SYSTEMS CONSULTANT

Contract work for the following firms: St. Vincent’s Hospital; Port Authority of New York; Chase Manhattan Bank

• Installation, administration, and troubleshooting in Token Ring department LAN networks

• WAN installation and troubleshooting of high speed communications lines and equipment

• PC equipment upgrades, installations and repairs, software installations

• Helpdesk monitoring and evaluations of systems operations

• IBM printer installations and cabling of communications closets

• Cisco Router, Synoptics hubs installations and configurations

• Novell and DECnet systems administration and software troubleshooting

EDUCATION

2003 – 2004 Computer Career Center, Rego Park, New York

Network Engineering Diploma

1977 – 1980 Technical Career Institute, New York, New York

Associates Degree: Electronic Technology

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