Customer Service Project

William Murray ** Galloping Brook Dr. Allentown, NJ 08501

*******@**********.*** 908-***-****

Education:

Rutgers University, New Brunswick, NJ

B.A., Information Technology and Informatics, emphasis in Project

Management

May, 2009

Mercer County Community College, West Windsor, NJ

A.S., Network Engineering Technology

May, 2003

Experience:

First Investors Corp., Edison, NJ 2004 - 2009

Information Security Specialist (November 2007-June 2009)

. Symantec Antivirus 10 administrator for ~1750 workstations and

servers, nationwide Responsible for definition updates, threat

scans and all threat remediation

. Coordinated with Symantec and other vendors to troubleshoot and

resolve software and hardware issues Submitted individual

files directly to Symantec for analysis due to questionable

threats

. Assured all desktop security issues were addressed

appropriately by the Support staff, assisting them as needed,

following company policies and standard operating procedures

. Responsible for making sure all systems (Windows, Apple, Linux,

and Sun), network hardware (Cisco), and applications were up to

date for all security vulnerabilities following company

guidelines.

. Worked with the other members of the security team in

establishing and writing security policies and standard

operating procedures. In addition, reviewed and revised

existing policies for computer and physical security.

Projects worked on:

. Implemented deployment of Symantec Antivirus 10 software on

~1250 remote workstations and 52 remote servers. Developed the

initial project proposal and delivered to management. Created

a scope statement and work breakdown structure for the project.

Acquired software licenses and coordinated the installation

between all parties involved. Maintained timely communication

of status, and finished project before established deadline.

. Began exploration and initial testing of Symantec Endpoint

Protection 11

Senior Support Specialist (July 2006 - November 2007)

. Trained all new Support Specialists following technical and

customer service guidelines

. Provided guidance, support, and assistance to 5 Support

Specialists

. Served as the primary point of contact for IT needs to all Sr.

level managers and representatives

. Administered remote sales office networks utilizing HP servers

and Cisco routers

. Assisted VPN users with resolving connection issues

. Helped to establish written guidelines and procedures for the

support staff

Projects worked on:

. Deployed new HP servers to 52 sales offices as part of the

company wide conversion from a mixed Dell/HP environment to all

HP

. Began to create an all inclusive training manual for new and

existing support staff. Until this time there were few

documented procedures, none of which were updated or organized.

Left project when promoted to Information Security Specialist.

Support Specialist (September 2004 - July 2006)

. Provided desktop support for ~2000 employees, nationwide

. Managed and controlled desktops and laptops using LANDesk

. Installed and supported custom in-house software packages

. Assisted the Support Supervisor with the training of new staff

members

. Utilized Outlook for email, scheduling and ticket system

. Configured Outlook for office managers access to Exchange

servers

Firmenich Inc., Plainsboro, NJ June 2002-August 2002

Summer Intern, Infrastructure Group

. Administered daily server backup utilizing ARCserve backup

software

. Installed operating systems and software packages on new

servers

. Assisted with server installations and hardware upgrades

. Assisted the help desk with services including workstation

creation and user support

. Assisted with day to day tasks as needed

Projects completed:

. Upgraded firmware and installed switches throughout business

campus

Course Work & Experience:

. Project Management

. Technology Management

. Microsoft Windows workstation and server operating systems from

2000 Professional/Server through Windows7/Server 2008

. Microsoft Office

. Microsoft Visio

. Microsoft Project

. Web design/CSS

. Mac OS X

. Desktop & Server Hardware

Contact this candidate