James I. Williams

**** ******* ****** **********, ** 23805 804-***-**** acr3kb@r.postjobfree.com

IT Professional

VTC Facilitator Desktop Support Audio/ Visual Support

A highly regarded, well-qualified, results driven CompTIA Security + certified professional with over 15 years of help desk experience providing software, hardware, client/server and networking technical support. Delivers quality video conferences, technical support and routinely exceed expectations as well as experience in working in high- volume, 24x7 technical call centers environment. Experienced administering Remote Access Service, Internet Mail Connectors, DHCP (Network Protocol), EMC (Fiber Channel Connectors), and Terminal Server Client. Proven ability to successfully analyze an organization’s critical support requirements, identify deficiencies and opportunities, and develop solutions for increasing reliability and improving productivity. Excels in effectively collaborating with cross-functional teams and deadline-driven environments. Effective communicator with the capacity to assist diverse populations of both technical and nontechnical users. Proficient in strong organizational skills, planning, and prioritizing in a consistently changing work environment. A highly regarded, well-qualified, results driven IT professional who delivers quality video conferences, technical

CORE COMPETENCIES

Technical Support Requirements Analysis Processes Development Solutions Testing Implementations Communication

Process Improvements Leadership Mentorship Customer Service Training Documentation Solutions Architect

Hardware Configurations Software Installs LAN Connectivity Preventive Models Phone/ Online Support

Diagnosis Problems Server Back-ups Active Directory Project Management Security Implementation Troubleshooting

EXPERIENCES AND ACHIEVEMENTS

DECA, Fort Lee, VA 1998 – 2015

General Dynamics (2012-2015) - Contract to DeCA

ManTech, Inc. (1999-2012) - Contract to DeCA

Video Teleconferencing Facilitator 2006 – 2015

Planned, coordinated, scheduled, promoted and make recommendations in regards to video teleconferencing (VTC) supporting headquarters and worldwide.

Operated and maintained video conferencing, multimedia services and equipment running approximately 15 video conferences per week.

Organized conference and multimedia equipment includes support for non-secure bridging systems, mobile video teleconferencing carts, display and projection systems, electric whiteboard, audio systems, DVD and video recording.

Assisted customers with the use of video conferencing system by providing personal instruction in the use of the control interfaces and procedures.

Monitored by software and directly when dealing with MSPB and arbitration hearings for the General Counsel at DeCA.

Controlled maintenance by providing technical expertise required to analyze, diagnose, and report or correct technical problems and/or malfunctions as well as reports network problems expeditiously.

Prepared maintenance requests and reports such as unsatisfactory servic1e reports.

Inspected equipment and facility in terms of safety and reports/corrects deficiencies.

Determined required operating supplies and maintains supply levels to ensure availability of operating supplies.

Key Achievements:

Promoted the use of VTC facility by conducting an on-going promotional publicity campaign designed to interest new users, maintain the interest of current users, and to establish and maintain a favorable image of the VTC and the benefits the system can provide for the agency.

Developed training procedures and necessary materials to conduct an on-going VTC user equipment training program to assure that VTC system training is readily available to all interested employees and to accommodate new user groups.

Ensured compliance with all security policies and procedures

Desktop Hardware/ Software Support 1998 – 2006

Executed second-level support for the application and operating system software on PC workstations.

Used analytical and problem-solving skills to research, prioritize, and resolve all desktop computer-related issues within the assigned area.

Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.

Established and maintained network connectivity for all workstations.

Ensured that all applications and operating system software is configured according to requirements.

Monitored and prioritized user requests for workstation support.

Assemble necessary resources and perform work required to satisfy user requests.

Accurately summarize corrective actions also interim research and evaluation of activities in the journal of each user request.

Collaborated with team members for resolution when solutions are not easily identified.

Escalated unresolved request to the team leader when requests have been unresolved for an extended period of time.

Analyzed reported problems and interpret symptoms of software and hardware malfunctions.

Achievements:

Partnered with Tier II and Tier III help desk peers worldwide to resolve complex problems that required escalation.

Provided detailed descriptions of issues in trouble ticket system using Heat and Remedy and followed up diligently to ensure swift resolutions.

Received "outstanding" ratings and Directors coins on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving.

Isolated potential sources for malfunctions and document specific corrective actions for future applications.

Identified enhancements or revisions for assigned area of responsibility to guarantee that critical production systems are continuously available and stable.

Implemented and tested the solutions prior to installing in the production environment.

EDUCATION

Industrial Arts Education, Virginia State University, Petersburg, VA

Computer Repair, Kee Business College, Richmond VA

Security Plus Certified

Tandberg VTC Certified

Technical Skills

Software Applications: Microsoft Office, Cetrix, Microsoft E-mail, Netscape Communicator, Print Shop Pro, America Online, Norton’s Utilities, instant messaging Jabber software and Anti-Virus

Browsers: Internet Explorer, Firefox, Chrome, Safari, Navigator

Call-Tracking Tools: HEAT, Remedy

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, NetWare Servers.

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