Technical Support High School

Kev i n W i l l i a ms

***** ********* **** 301-***-****

Bowie, MD 20716 *********@*****.***

SYSTE MS IN T EGRAT I O N MA N AGER/TEC H N IC A L SU PPORT

Results-oriented, resourceful, and forward-thinking IT management professional with comprehensive

experience in multi-site leadership of PC and MAC technology teams onsite and in remote locations. Goal-

driven, hands-on and proactive leader with demonstrated success in recruiting, supervising, t raining and

managing staff performance in cohesive and productive environments. Collaborative and versatile with

excellent communications and interpersonal abilities to build rapport with clients, staff, and other key

stakeholders to develop long-term relations, problem solve, while ensuring positive customer relations and

excellent service.

A REAS E XPERT ISE

OF

Experience Help Desk Technician in an E nterprise Environment

PC/MAC Technical Support Technician C lient & Vendor Relations P roblem Solving Report

Documentation

Staff Supervision/Training/Performance Management, Microsoft Outlook A+ Certification by 9/30/14

ITIL Foundation Certification 10/30/14

Technical P roficiency :

Peoplesoft; ACF and Fieldglass Systems; CompuCom Managers Toolbox

Software: Windows XP, Win7, Microsoft Office 98/2000/2003;Virus Protection, Cable Runs

Network Interfaces: TCP/IP; IPX/SPX; Remedy, Citrix, RSA Token, Active Directory, Blackberry; iPhone; iPad;

Dell PC and Laptop; DROBO Storage Management; Dalet Software System Support, Outlook PST

PROFESSIONA L E XPER I E NCE

CompuCom Jan 2011 – Jan 2014

Systems I n tegration Manager – NBCUN I Account

Oversaw and provided leadership for major accounts in multiple remote locations including:

o NBC Universal for PC and MAC technical support teams in San Francisco, New York,

o and Massachusetts

o The Weather Channel for PC and MAC technical support teams in Atlanta, Georgia

o Telemundo for I MAC technicians in Miami, Florida

Hired, t rained and managed IT Technicians, yearly performance appraisals for IT staff and weekly

status meetings, monitored development; and ensured SLA compliance and mandatory t raining.

Managed weekly work schedules, time sheet approvals, and submitted Weekly and monthly P&L

b illing reports.

CompuCom NBCUniversal – Washington Bureau Apr 2008 – Jan

2011

Computer Systems Analyst I I

Onsite Technical Team Lead provided computer systems support for on-air broadcast for local and

network news for NBC, MSNBC, and WRC.

RSA Token Administrator, Outlook, PST Files

Conference Room Setups

Provided technical support for software systems, network interfaces, PC and laptop, storage

management, and other system support.

Conducted Dalet server setup and monthly MS software server patching and video conferencing setup

and support.

Sever patching

Network Cabling

Ma ryland T ransportation Administration Feb 2005 – Apr

2008

Computer Specialist I I

Provided technical support and expertise in hardware and software support for 1100 PC and Maximo

connectivity for t rain and bus station mechanics and engineers.

Setup of workstation hardware, laptops and software application support and HP thin client EVOs for

citrix server connectivity to access Maximo and citrix desktop applications.

Trained customers in data security, software backup, Microsoft Office Suite and Outlook usage.

Provided support for IPhone, Blackberry and Palm Pilot applications and Enterprise Activation with

t he BES server.

Ca r r America Realty Corp. Computer Systems Administrator D ec 1997 – Dec 2003

Installed and configured Rumba Emulation software connectivity to IBM AS/ 400

SQL support for financial reporting and SQL statement upload/download of reports and file

Performed desktop support t roubleshooting,

Printer setup, maintenance and repair and connectivity to IBM AS/400 System

JDEdwards RPG Computer Programming, Software Administration

IBM AS/400 Mid Range Computer System Administration

System backups and tape rotation

Vendor relationship and warranty and contract renewals

ED UCAT IO N / TRA I N I NG

The Computer Learning Center, Springfield, VA

United States Navy Electronics Warfare Technical Training

Montgomery College, Montgomery County, MD

John F. Kennedy High School, Silver Spring, MD – High School Diploma

MI L I T ARY EXPER I E NCE

United States Navy – Electronics (FTM2) – 6 Years, Honorable Discharge

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