Daryl L. Williams

**** *** ****** 234-***-**** home

Cuyahoga Falls, Ohio 44221 330-***-**** cell

acrvsl@r.postjobfree.com

Summary: Results-oriented, experienced IT professional with specific expertise in help desk support and telecommunications

Established Fila USA’s first help desk, selecting and installing software, building company database and providing mainframe and network support

Experience with a variety of hardware/peripherals, software applications and systems security and maintenance issues

Professional Qualifications

Helpdesk

First and second level phone support for worldwide law firm

Maintain a problem solution rate at least 80% of incoming calls

Provide expert support for Microsoft Office Suite, including Word, Excel, and Powerpoint

Install and maintain various software via remote connection to end-user computers

Escalate problems when necessary to proper responsible parties

Notify end users of network outages and performance slowdowns

Provide support for worldwide document databases (Interwoven and iManage)

Provide support for any software deemed pertinent for use by any and all end users

Maintain print queues and provide support for all network and desktop printing

Provide Citrix support worldwide

Provide Independent After Hours support

Repair hardware as needed

Active Directory

Remote Desktop

Encryption/Decryption – TrueCrypt and BitLocker software.

Call Center Supervision

Interview and hire staff

Schedule & train staff

Compile daily, weekly, and monthly production reports

Interface with Vertex management

Interface with client management

Provide second and third level support for Vertex employees

Compile hours reports for payroll purposes

Document company policies and procedures

Represent Vertex in weekly meetings with clients

Retrain and supervise problem employees

Perform Helpdesk duties as necessary to help with problem resolution

Hardware Installation

Backup files and settings on server, install and configure networked printers, install new computers and configure to network, ship old stock back to corporate headquarters, train end users for AlphaNumeric (CarQuest Auto Parts retail stores) and Sedona (State Farm Insurance Agent Offices)

Configure and install computers and peripherals as needed

Hardware Support

Troubleshoot and resolve user hardware issues including incoming/outgoing trucks, telesets, headsets, printers and terminals

Supported variety of peripherals including bar code readers, terminals and printers at Roadway, Inc. for Teksystems

Provide end user desktop hardware support in a Windows NT/XP environment

Built, tested and maintained all track circuits, lighting circuits, switches and switching circuits for Amtrak

Performed tape librarian duties at USF&G using a variety of printers, punch cards, microfiche, 3420 and 3480 cartridges

Assemble and repair Desktops and Laptops

Replace Harddrives, Memory, Laptop Displays, Laptop Keyboards and other parts

Desktop Support

Perform daily system and voice backups and prepare administrative reports: install and maintain all software to monitor the phone system and user database; provide user support and training on Windows NT 4.0 and the Aspect system

Provided first and second level support at help desk technician at both Citifinancial and Teksystems

Created and maintained all user accounts, network machines, Microsoft Exchange/Outlook email accounts; configured laptops and desktop PC’s for variety of platforms and applications at Citifinancial

Rebuilt and upgraded older computers for redeployment to save company money at Fila USA, Citifinancial and Technisource and Roetzel

System Maintenance

Coordinate vendor onsite maintenance; schedule and oversee after-hours site visits

Manage resolution of system maintenance issues across N. America, including Mexico and Canada for Roadway and Teksystems

Managed file sharing permissions and system security at Citifinancial

Professional Qualifications

Roetzel and Andress Law Firm

Akron, OH

IT Support Tech

One of the country’s topnational Law Firms

Jones Day Law Firm

Cleveland, OH

IT Support Tech

One of the world’s top 10 international Law Firms

Vertex Computer Systems

February2014-present

October 2007- February 2014

January 2006 – July 2007

Twinsburg, OH

Call Center Supervisor

A Weatherhead Top 5 provider of computer services and support

Sedona Technologies

August 2005 – December 2005

Moline, IL

IBM Computer Installer (contract)

A leading provider of IT staffing and services

AlphaNumeric Systems Inc.

June 2005 – August 2005

Raleigh, NC

Computer Installer (contract)

A leading provider of IT staffing and services

Intellimark/Technisource

February 2000 – March 2005

Baltimore, MD

Aspect Site Representative (contract)

A leading provider of contact center solutions and services that enable businesses to manage and optimize customer communications. Working specifically as a contractor for the IRS in a Federal building, this position required a background check in order to gain access to sensitive areas and potentially sensitive data.

Teksystems

1999 - 2000

Independence, OH

Help Desk Technician (contract)

A leading provider of IT services and the recognized leader in IT and Communications staffing

Citifinancial

1996 - 1999

Baltimore, MD

Network Support Technician/Help Desk

A member of Citigroup, the word’s largest financial services provider

Fila USA

1993 - 1996

Sparks, MD

Help Desk/Network Technician

A leading brand of high end sports apparel

Education

Hiram College

Pursuing Bachelor of Arts Degree

Technical Skills

Windows, MS Office Suites, TCPIP, Crystal Reports, Customview, Aspect Report Runner/Writer, Peoplesoft, PC Anywhere, Maestro, Avaya Reports, HP Service Desk, Interwoven, Citrix, Rapid Assist, Active Directory, iManage, Digital Dictation, Adobe Acrobat, Nuance PDF Converter, Mobileiron, Remote Desktop, LogMeIn, Lotus Notes, Outlook, PC and Laptop Hardware Active Directory, MS Outlook, Track It

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