William West

Help Desk / Technical Support

SUMMARY

William has been an IT professional in the Help Desk arena since May of 1998 and has performed as an IT and Help Desk Support professional ever since. William’s experience, and military background, adds to his style of attention to detail, respect for all team members and partners and solving problems. He has years of experience with ITIL based ticketing systems inclusive of BMC Remedy and Atlassian Jira. William has Active Directory account administration as well (password management, group policies) and has light experience with VMWare Administration. He has also worked with several anti-virus software products including Malwarebytes, Norton and McAfee. William is seeking a role as a Help Desk/IT Support Analyst in a business environment that will afford the opportunity to grow and learn new things and work closely with team members in resolving issues.

PROFESSIONAL EXPERIENCE

I.T. TECHNICIAN APR 2015 – Present

Independent Help Desk / Technical Support working on a variety of professional and personal efforts.

oPC setups, software updates, printer setups and software support.

BASF - Asset Management

Ingham School District – (Jira)

Troubleshooting and managing tickets

Performed hardware repair and replacements as needed.

STATE OF MICHIGAN – DTMB CSC SEPT 1998 – APR 2015

I.T. TECHNICIAN 10

Served as a Field Service Repair technician.

Held Dell Computer Repair credentials.

Transferred to the Client Service Center (CSC).

Provided IT support for all state computer systems.

Documented all efforts with in the REMEDY trouble ticket system.

oIncident

oProblem

oChange

oRemote Installs

Experienced in using Microsoft Windows Active Directory to unlock user accounts and reset user passwords.

Reset and unlocked Outlook e-mail accounts.

MICHIGAN LEGISLATIVE SERVICE BUREAU MAY 1998 – SEPT 1998

HELP DESK AGENT

Provided support for all service bureau computer systems.

Documented all efforts with in the REMEDY trouble ticket system.

Experienced in using Novell Netware to create, unlock user accounts and reset user passwords.

Created, reset and unlocked GroupWise e-mail accounts.

EDUCATION / CERTIFICATIONS

COMPTIA A+ Certified

B.A. 1975 MICHIGAN STATE UNIVERSITY

Major: Elementary Teacher Preparation

Minor: Social Studies and General Science

oRelated coursework/activities: Student teaching at Wilson Jr. High St. Johns, MI

MANAGEMENT AND LEADERSHIP

MANAGEMENT

Experience directing a diverse platoon of forty-five servicemembers in a U.S. Army platoon for two years.

LEADERSHIP

Served as an Asst. Scoutmaster and new Boy Scout trainer

Asst. Instructor for a Dale Carnegie course

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