Walter B. Wilson III

*** **** ******, ***** ***, Missouri City, Mo. 64072

816-***-**** • ac7xnr@r.postjobfree.com

OBJECTIVE

Seeking a Infrastructure Admin, Team Leader, Project lead, or Tier 3 Help Desk position where my technical, problem solving, and communication abilities will increase network efficiency for any sized company ranging from the small starting business to a large well established company

SUMMARY OF QUALIFICATIONS

• Broad base of technical skills in networking and operating systems.

• Certified in A+ Recently began study for the entire Network+ and Security+ Suites.

• Completed process to obtain SSA Public Trust Security Clearance.

• 11 years of experience in effective customer relations.

• Recognized by previous employers for problem solving skills with many on the spot issues.

• Strong phone support skills from working with users to resolve issues remotely.

• Approximately 3 years’ experience working in the banking industry.

• Approximately 2 years’ experience working in the healthcare industry.

TECHNICAL SKILLS

Hardware: Routers, Switches, Bridges, Hubs, Servers, Modems, Desktop systems and Components, IPAD 3, 4, Desktop PC, Laptop, Apple, Surface Pro Series

Software: IOS (For IPAD), Android, Windows XP Professional (and past Windows), 7, 8, and 10, OS X (Mac), Microsoft Office 2003, 2007, 2010, 2013, 2016, and O365, SMS Server, SCCM, VMware, Ghost, Logmein, Remotely Anywhere, Dameware, TeamViewer, Meraki MDM, Symantec MDM, Mobile Iron, VMware, Virtual Desktop systems, System Administration for Windows clients, ServiceNow, Implementing and Managing Windows 10, • Working knowledge of ServiceNow ticketing system.

Server: MS Server 2003, 2012

Networking: TCP/IP, LAN/WAN, DNS, Active Directory, DHCP, WINS, RAS, IPSEC, GPO

TECHNICAL TRAINING

Centriq Foss Training Center, Leawood, KS 9/2006-3/2007

Network Administrator program

•Technical Competencies:

• Installing and supporting Windows XP Professional/2003 in virtual environment.

• Basic configuration of the Desktop and IE.

• Configuring, managing, and maintaining hardware.

• Creating users and groups in a domain and on local machines.

• Managing a network with local and group policies.

• Planning and designing a network environment.

• Installing, configuring, and managing WSUS.

• Basic understanding of security, printer management, monitoring server performance, and troubleshooting disaster recovery.

• Maintaining Virtual Machine(s) for multitude of users, both domestic and foreign.

• Deploying of software and PC updates through SMS and SCCM.

• Working knowledge of Windows 8 as well as Office 2013.

• Working knowledge of HEAT ticketing system.

• Working knowledge of Zoho ticketing system.

• Working knowledge Google for business.

• Working knowledge OS X (Mac).

•Professional IT Project Experience:

• Designed, planned, and implemented a Windows 2003 Enterprise domain structure for a corporation.

• Designed, built and implemented a network infrastructure that allowed two separate business entities to communicate.

•Soft Skills Training:

• General Business Leadership, Project Management

•Obtained A+ certification

•Project+

PROFESSIONAL EXPERIENCE

IT Support Engineer (08/2016-Present)

Dover Business Solutions (Evans Computer Services) Riverside, Mo.

• Provided onsite support for customers in an office and production setting.

• Worked independently and without general supervision to support an entire site.

• Imaging new laptops and other devices for deployment to users in an as needed basis.

• Utilized Skype and TeamViewer for Business as a remote support tool.

• Work with the networking and server support teams acting as the local hands and eyes for issues at the location.

• Working with outside venders for various needs (ISP, Security supplies) of end users. This also included maintaining IT Device inventory via a spreadsheet and Sharepoint.

• Providing support following ITIL Fundamentals to ensure customer satisfaction and reaching SLA’s.

• Assisted on project to move offices after production was moved out. This required me to make appointments with Venders for walkthrough of new facility as well as prepare to remove all local IT equipment to move and set up new facility.

IT Specialist (06/2016-End of 07/2016)

Results Technology (Contracted through Allied Global) Overland Park, Ks

• Provided remote support or hands on support as needed for users in various professional roles.

• Work closely with team members to provide support for users with issues ranging from applications issues to full pc reimage

• Imaging new laptops for deployment to users in an as needed basis.

• Utilized Lync as a remote support tool.

IT Analyst (03/2016-05/2016)

Social Security Administration ( Contracted through Abbtech), Kansas City, Mo

• Work on basic refresh project.

• Disassemble old systems and deploy new systems in place

IT Specialist (08/2015-09/2015)

McCormick Distilling (Contracted through Robert Half), Weston, Mo

• Provided Desktop and over the phone support for users in various roles ranging from Warehousing, Office/Administration, and Production.

• Work closely with team members to provide support for users with issues ranging from applications issues to full pc reimage

• Utilized Google for business to set up email accounts and set up on the domain.

• Change nightly back up tapes on a daily basis

• Used active directory to create new user accounts and move to the correct groups

IT Analyst (07/2015-08/2015)

Johnson Control International (Contracted Through Kforce),Riverside, Mo

• Provided onsite support in a manufacturing environment.

• Work closely with workers on the assembly line to ensure applications are running correctly to provide “As Needed” products for Ford and GM.

• Utilized DAMEWARE as a tool for remoting into varied systems in the building to troubleshoot applications on the assembly line.

• Utilized SCCM for software deployment as well as PC imaging.

• Utilized MS Query for looking into/ resolving Database issues that came up during the production Shift.

System Support Analyst (12/2014-05/2015)

AMC Theatres (Contracted through Velocity Staffing), Leawood, Ks

• Provided Desktop and over the phone support for internal users in an Entertainment industry ranging from simple application installation to complete system replacement.

• Work closely with team members to effectively troubleshoot desktop issues, and/or Server and Networking issues for internal clients in a timely manner.

• Utilized Active Directory to create user accounts for new Non-Associate personnel, as well as unlocking user accounts and disabling a user account in the event of termination.

• Utilized SCCM for software deployment as well as software tracking.

• Used HEAT ticketing system for ticket tracking.

• Trouble shooting Office Suite (2010 and 2013)

Field Support Technician (09/12-05/2014)

Quest Diagnostics (Exam One Field Support), Lenexa, Ks

• Initially worked on the IPAD project for Quest Diagnostics. I was a member of the IPAD deployment team, and worked closely with project manager on configuration and deployment policies. Utilized Mac imaging cart using IPAD configurator to configure multiple IPADs for deployment to the field users.

• Provided Desktop and over the phone support for users in a remote environment ranging from simple application installation to complete system replacement.

• Work closely with team members to effectively troubleshoot desktop issues for remote offices.

• Utilized Dameware to remote to a client’s PC and troubleshoot issues.

• Worked on refresh and replacement of remote client’s PC’s as well as laptops.

• Assisted in the setup of newly deployed PC’s.

• Trouble shooting Office Suite (2013)

MIS Consultant 03/2012-09/2012

Providence Hospital (contracted through K-Force), Kansas City, Ks

• Provided support for users in a medical environment ranging from simple application installation to complete system replacement.

• Work closely with team members to effectively troubleshoot desktop issues for internal clients in a timely manner.

• Utilized Altiris eXpress to deploy Operating systems and install applications on replacement PCs.

• Worked on the refresh project for the Epic system deployment. Not limited to Pc’s but also monitors as well as printers.

• Troubleshooting Basic Office suite issues for end users.

Site Analyst I 03/2011-12/2011

Saint Luke’s Hospital (contracted through Tricom Technical Services), Kansas City, Mo

• Provided Desktop support for users in a medical environment ranging from simple application installation to complete system replacement.

• Work closely with team members to effectively troubleshoot desktop issues for internal clients in a timely manner.

• Utilized multiple tools to assist in my daily duties to assist users perform their functions.

• Utilized SCCM tools to deploy Operating systems and troubleshoot new or replacement PCs as well as software deployment and patches.

• Worked on cart systems for existing departments. Including building imaging and deploying the carts.

• Experience working on PCs in a sterile operating room environment.

• Worked on the complete deployment of the new MidAmerican Heart Institute. Not limited to Pc’s but also thin clients and phone systems for each floor. Worked closely with Outside contracting agents to complete scheduled deployments.

• Troubleshooting Basic Office suite issues for end users in and out of the Operating room.

Desktop Support Desk 08/2008-01/2011

State Street Bank (contracted through Premier Alliance Group, Formerly Intronic Solutions), Kansas City, Mo

• Provided support for over 1200 end users ranging from simple Domain password resets to complete OS/PC replacement.

• Provided both Phone support and desk-side support for users on a daily basis, providing both hardware and application support.

• Worked closely with team members to effectively troubleshoot desktop issues for internal clients in a timely manner.

• Utilized a multiple of applications to assist in my duties ranging from domain tools to unlock domain accounts to remote control tools to troubleshoot client’s computers.

• Learned VMware to build, deploy and maintain Virtual Machines for 680 users both local and remote including virtual report servers.

• Worked from home using ASG token to troubleshoot and support VMware users that worked different hours to maintain proper business functions.

• Used Ghost for building customized OS image for mass deployment on new PCs for users.

• Completed the OS image process on over 475 new PCs for deployment to users for use as an upgrade to outdated OC/PC from Windows 2000 to Windows XP

• Completed the conversion of 150 outdated training room PC’s to VMware thin clients.

• Recognized as a skilled problem solver and fast learner.

• Troubleshooting Basic Office suite issues for end users in a timely fashion.

• Used SMS to push applications and patches to DR site and for local users

Help Desk Analyst 6/2007 - 11/2007

Embarq (contracting through Tek Systems), New Century, KS

• Provided phone support for multiple internal clients ranging from desk workers to field technicians.

• Performed mainly password resets and then started break/fix issues ranging from simple remote software install to repairing VPN settings for wireless users.

• Worked closely with team members to effectively troubleshoot network issues for internal clients in a timely manner.

• Utilized a multiple of applications to assist in my duties ranging from domain tools to unlock domain accounts to remote control tools to troubleshoot client’s computers.

• Recognized as a skilled problem solver and fast learner.

Small Lot Metering Associate 12/2004 - 09/2006

Penske Logistics, North Kansas City, Mo

• Performed multiple functions ranging from order filling, to loading and shipping the orders keeping on a strict time frame to maintain production at Ford assembly plant.

• Worked closely with team members to effectively ship orders in a timely manner.

• Utilized a wireless hand scanner in the warehouse to assist in keeping track of inventory.

• Recognized as a skilled problem solver and adaptive to changing conditions.

Residential Maintenance 9/2003 - 2/2004

Eagle 3 Management, Excelsior Springs, Mo

• Assisted in maintenance and upkeep of residential rental properties between Excelsior Springs and Kansas City.

• Interacted daily with rental customers to meet their individual needs.

• Recognized for capability of following through on projects without supervision.

Infantry Marine 9/1994 - 3/1997

United States Marine Corps, Jacksonville, NC

• Expert use of weapons and weapon systems, including explosives.

• Trained in team tactics.

• Took part in UN operation requiring professional contact with foreign dignitaries.

• Trained to adapt quickly to situations and change plans accordingly to achieve goals.

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