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Customer Service Support

Eden, North Carolina, 27288, United States
December 29, 2017

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William D. White

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

Eden, NC *7288

Phone 336-***-****



I have 20 years of experience with Windows installation including desktop support. I have been customer facing in many environments, from high end offices to production facilities. I have supported Windows 3.5 through Windows 10. I have also installed and configured Windows server 2000 through Server 2012. Office 2003 through Office 365 support is also available. Experience using Remedy and Track-IT ticketing software to document customer issues and resolutions. I have installed and configured HP and Dell servers in mass quantity. Altiris and Ghost imaging software were used to place software on these units. I have experience installing networks utilizing Copper cables, Fiber cables, and wireless solutions using Cisco, Aruba, and Bay Networks hardware. SAN solutions utilizing Fiber Channel and iSCSI solutions. Migration of users from Windows XP to Windows 7 to support migration from Lotus Notes to Office 365. I have also used SCCM to image equipment and push updates over the last 5 years. During my tenure at Goodyear we also deployed Surface Pro 3 devices for use by the Area Managers and Maintenance Manager.

Work experience

June 2016-March 2017 TSP, Inc


Danville, VA

Systems Specialist

Monitor and maintain laser and radiation source scanners for production control and process monitoring. 3DM and Honeywell system exposure. Real Time Scanning and Laser measurement and contour measurement systems.

February 2015– June 2016 Innosource


Danville, VA

Infrastructure Support Specialist

Break/Fix Desktops and Laptops. Program and support Wireless communication and inventory control devices (Psion, Motorola, Teklogix, etc). Instrumental in plant wide migration from Lotus notes to Office 365. Assisted in Upgrade from Windows XP to Windows 7 (Imaged Desktop and Laptop computers using Ghost). Use of Active Directory for account creation and maintenance.

June 2013-February 2015 GCB Staffing (Goodyear)

Danville, VA

Infrastructure Support Specialist

Break/Fix Desktops and Laptops. Program and support Wireless communication and inventory control devices (Psion, Motorola, Teklogix, etc). Instrumental in plant wide migration from Lotus notes to Office 365. Assisted in Upgrade from Windows XP to Windows 7 (Imaged Desktop and Laptop computers using Ghost).

October 2012-March 2013 GSI Commerce (Ebay)

Martinsville, VA

Desktop Support Technician-Temporary contract position.

Support users at GSI Commerce, an EBAY company, in a distribution center environment using wireless scanners for pick/place inventory control. This was a face to face support position supporting all end users from production associates to the Site Director. Move, Add, Change tasks were performed daily in a distribution center environment. Ticketing program was used to prioritize tasks, but adhoc requests were often handled as well. Support for Motorola wireless scanners, barcode printers, and personal computers

August 2011- June 2012 Volt (Microsoft)

Boydton, VA

Site Services Lead Technician-Temporary contract position

As the lead, I provided support for Microsoft employees and other vendors while on site at the data center. This position required the ability to communicate with multiple levels of management and support their needs and requests. Decisions regarding access to network services, special requests from vendors for support, and requests for information regarding IT equipment upgrades for employees were sent to my desk for action. In addition to this activity, I provided support to Microsoft in their data center environment to include Cisco, Juniper and F5 routers and switches. HP and Dell Enterprise servers, EMC backup solution and Aruba networks wireless solutions. Support for Windows 7 and Server 2008R2 as well as Office 2010 for both employees and vendors. Altiris was used for imaging servers remotely and Microsoft Terminal Services was used to remotely access servers to verify configuration. Directing other technicians in their daily tasks to support daily operations in the data center. Symbol scanners were used along with Epson printers too allow for inventory and shipping solutions. I installed and maintained these items as needed.

December 2009- August 2011 Quality Catering and The Gallery

Martinsville, VA

Caterer-Part Time/As needed position (Still help on occasion)

Provide customer support to the guests while maintaining a swift throughput of clients. Strict adherence to time lines and schedules while being flexible enough to adjust to a constantly changing set of circumstances.

October 2009-December 2009 Abacus Pros, LLC

Collinsville, VA

Computer support/customer service- Company closed.

Support for retail customers and corporate clients, virus removal, data recovery and custom builds. Used Ghost to create images for customer backup. Provided support for Office 2007 and Office 2003 for customers on an as need basis.

March 2009-September 2009 Monroe Community College

Rochester, NY

Computer and Network Services Part time Professional-Grant funded, when the grant money ran out, the job did as well.

Support for all computers on campus. Provide face to face desktop support for staff and faculty. Supported Microsoft Office 2003 and migration to 2007. The migration from Windows XP to Vista also took place at this time and I was required to provide support for each of these Operating systems. Assisted in maintaining campus wide wireless and Ethernet connectivity using Cisco networking products.

September 2006-September 2009 Basement Built Computers

Rochester, NY

Owner-Closed the shop when I moved to North Carolina

Custom built computers. Provide support for customer's equipment regardless of manufacturer. This position allows me to maintain my remote support skills sharp. I utilize Cisco switches and routers to allow access to remote machines via VPN. Support for remote access and installation of simple to complex networking solutions.

October 2005- August 2006 Applied Felts Inc.

Martinsville, VA

Industrial Pipe Liner Fabricator-Had to go back to New York for family issues.

Responsible for quality control and manufacture of cure-in-place pipe liners.

Feb 2005- Aug 2005 Fuji E-Systems

Rochester, NY

Technical Support-Support desk moved to India.

Tasked to Monitor and maintain Dell servers in a broad range of tasks to include storage and remote access configurations while maintaining maximum uptime. NOC technicians imaged and configured each server based on guidelines set forth by network engineer. We used NetApp for remote access to servers in the field and Ghost to load images to servers in a production environment.

August 2003- Feb 2005 The Sutherland Group

Pittsford, NY

Computer Support Technician-Gateway help desk was downsized.

Provided technical support for customers that owned or leased Gateway equipment. This position was a combination of both sales and technical support. Metrics were in place and exceeded each month. A high volume of calls were experienced due to the Windows XP service pack 1 and 2 launches. Virus and malware issues were also commonplace. Frequently was manager on duty for between 15 and 20 personnel at one time. Expanded my telephone and data entry experience while gaining new skills in a call center environment.

1998-2003 Xerox Emergency Order Group

Webster, NY

Customer Service Representative- Department moved to Canada when stock crashed.

Provided telephone support for parts acquisition for Technical service representatives in the field. Interaction with management was commonplace due to the nature of the call center. This position required the manipulation of data using 7 different data bases, while using 4 unique software programs which allowed for productivity enhancements. The XATS system allowed for part location and inventory tracking in real time as the systems was integrated into the picking and shipping process. I learned to install Symbol scanners and Zebra printers as part of the overall support for this system. Both wired and RF scanners were used in the warehouse to provide solutions for inventory and shipping. RF scanners were used for picking and replenishment. I support the equipment from software installation to hardware replacement. I often assisted and trained other Customer Service representatives in all aspects of the department, including software and phone components.

1993-1998 Victor Insulators

Victor, NY

Computer Support Technician-Better position with improved working conditions

Assisted in transition of inventory control system from Windows for Workgroups to Windows 95. Installed local network to facilitate better access to information within the office.

1992-1993 Bassett Furniture

Martinsville, VA

Kiln Operator-Moved to NY

Facilitated moving lumber into and out of drying kilns. Developed skills

Using various machines in the manufacturing process.

1990-1992 Tacoma, Inc

Martinsville, VA

Shift Lead-Left for benefits

Scheduled employees and assisted in employee development.

1989-1990 Piedmont Trust Bank

Mail room Technician-Better pay

Processed mail and data entry support. Assisted in moving process from mainframe based processing to personal computers for mortgage


1983-1988 United States Marine Corp

Air Traffic Control-End of contractual obligation

Responsible for all air traffic within my control space. Facilitated hand

offs to other technicians responsible for departure or arrival control. Processed flight plans. Used computer assisted mapping and control

for weather and traffic advisories.

Education AAS Degree Computer Systems Technician Monroe Community College

Rochester, NY

High School Diploma Laurel Park High School

Martinsville, VA

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