IT Support

LARRY J. WELCHER

214-***-**** *****.*******@*****.***

INFORMATION & NETWORK SECURITY MANAGER

Dedicated computer expert with recent Master of Information System Management degree, certification in PC Maintenance and Repair, A+, Network+, and more than 10 years of intense military training and experience in computer technologies. Extensive experience designing, installing, and troubleshooting high-tech computer and video teleconferencing equipment, combined with excellent customer service skills, honed through successful interaction with demanding high-level government VIPs. Advanced programming skills and hands-on experience building desktop and laptop computers.

Core Competencies

PC Maintenance & Repair Video Teleconferencing Troubleshooting Data Recovery

Customer Service Computer Security Installation & Operations Scheduling

Technology Research Database Technologies Technical Troubleshooting

Enterprise Information Security Network Systems Information Technology

PROFESSIONAL EXPERIENCE

Progressive IT Services (Fujitsu/Acosta), Richardson, TX July 2013 to September 2014

Working as a contractor for the Fujitsu Corporation, I provided tech support for Acosta’s employees. Using a Triole ticketing system, the Service Desk documented the call when a user had an issue. Once the call is documented, the issue is searched for in a knowledge base to provide a solution to the user for their issue(s).

If a solution is not found then I had to reply on my expertise and knowledge to provide a solution.

If the issue couldn’t be solved over the phone, then the user’s ticket was sent to the Tier 2/3 Support Teams.

Issues that needed to be solved ranged from doing a password reset; unlocking a user’s account; doing basic troubleshooting to get a user connected/reconnected to Acosta’s VPN when users were working remotely, basic PC troubleshooting; I also had to be able to remote (using TeamViewer, join.me, MobiControl software’s) into a user’s device to troubleshoot an issue and install company issued software(s); ensured tickets were routed to the proper Support Team(s), if issue couldn’t be solved over the phone.

Helped users with getting the necessary information (server info, user name, etc.) needed for smart phones (iPhone and Android) setups for enterprise emails.

Devices the Service Desk support is the Motorola MC65, Motorola ES400, AT&T Tilt, AT&T Tilt2, Samsung Tablet, Motion 5 Tablet, HP Mini 5310, HP EliteBook 2760, and PC’s (both personal and company owned).

Had to be able to communication to a non-technical person and assist the caller in helping them to get their device working.

I did basic troubleshooting for Outlook 2007/2010 issues, i.e. archive files.

The Service Desk also uses the Exchange Management Console to make minor adjustments to a user’s email account.

I had to be familiar with MS Office products (Excel, Word, Outlook) to help users.

Had to be able to solve basic network troubleshooting, i.e. connection issues, connecting to Wi-Fi, connecting to Internet.

I had to be able to provide basic Apple/Mac support for users.

Randstand (Honeywell), Frisco, TX December 2012 to July 2013

Working as a contractor for the Honeywell Corporation, I provided tech support for the company’s employees. Using a Remedy ticketing system, this is where all calls were documented when a user calls the Service Desk with an issue. Once the call is documented, the issue is searched for in a knowledge base to provide a solution to the user for their issue. If a solution is not found then I have to reply on my expertise and knowledge to provide a solution. If the issue can’t be solved over the phone, then the user is transferred to the Tier 2 Support Teams. Issues that need to be solved range from doing a password reset; unlocking a user’s account; doing a PKI recovery for the user’s certification they need in order to be able to send/receive encrypted emails and/or remote connection when they are working remotely, basic PC troubleshooting, remote into a user’s PC to troubleshoot an issue and install company issued software; ensure tickets are routed to the proper Support Team(s), if issue can’t be solved over the phone. Helped users with getting the necessary information needed for company issued smart phones and Blackberry setups for enterprise emails.

Telvista, Dallas, TX June 2011 to December 2012

As a MetroPCS Customer Service Representative for the Wireless Number Portability team, I help in providing superior customer care solutions to MetroPCS customers. The services I help provide are web-based support, troubleshooting the various types of cell phones the company provides, and helping to solve any problems that might arise when customers transfer their phone number from other carriers to MetroPCS.

DEPARTMENT OF NAVY, SPAWAR Charleston, Charleston, South Carolina 1995 to 2008

Space and Naval Warfare Systems Command (SPAWAR)

A Department of Navy major acquisition command delivering high-end Navy information technology products and services to the fleet and other Defense Department stakeholders.

Computer Technician (2006-2008)

Analyzed prevailing conferencing capabilities for Department of the Navy and Department of Defense clients. Designed state-of-the-art computer and video-teleconferencing systems based on client needs, conference room logistics, and budgetary constraints. Researched appropriate equipment for each contracted job and ordered all components needed to successfully complete installation. Prepared informational materials used by technicians to become acquainted with new equipment. Tracked and confirmed receipt of all materials in facilities throughout the world.

Highlights & Achievements:

Played pivotal role on the team widely regarded as the best video-teleconferencing installers within the Department of the Navy.

Consistently delivered services above and beyond customer expectations with installations occurring ahead of schedule and on or below budget.

Developed expert-level knowledge of all necessary equipment and installation protocols, becoming go-to technician for the most important customer orders.

Computer Technician (1996-2006)

Maintained computer systems within the conference center facility, responding immediately to issues such as equipment malfunctions and system slowdowns. Provided customer service to facility employees and clients, recovering lost data due to system crashes and reprogramming damaged software. Researched, ordered, and installed wide range of technical apparatus, from projectors and sound systems to laptop and desktop computers. Assigned equipment to individual conferences based on projected meeting needs and availability.

Highlights & Achievements:

Exemplary customer service rewarded with multiple letters of appreciation, maintaining the division’s reputation for excellence.

Entrusted with providing secure and reliable conferencing capabilities for classified meetings held by senators, diplomats, military leaders, and high-level scientists.

Computer Clerk (1995-1996)

Provided complete technical support services to facility employees, including setup and maintenance of computer hardware and networks. Researched and procured new computer components, prepared equipment for connection to the internal network, and provided follow up customer service. Gathered archived articles and photographs for use in facility newspaper distributed to employees and visitors.

Highlights & Achievements:

Rewarded and acknowledged for hard work and complete dedication to assigned duties with multiple Employee of the Quarter citations.

Created specialized relationships with vendors resulting in best pricing practices and faster turn-around on orders.

EDUCATION

Associate of Applied Science in Network Systems Administration (Dec 8, 2014-Present)

ITT Technical Institute – Richardson, Texas

Master of Information System Management in Enterprise Information Security (2010)

Walton University – Minneapolis, Minnesota

Bachelor of Science in Computer Science Information Systems (1999)

Associate of Arts in Computer Science (1997)

Limestone College – Gaffney, South Carolina

CERTIFICATION

Network+, A+, PC Maintenance & Repair

TECHNICAL EXPERTISE

Software: MS Project, MS Office (Word, Excel, PowerPoint, Access, Outlook, FrontPage), MS Visio, Adobe Acrobat, PageMaker, Photoshop, Dreamweaver, Norton Internet Security, Norton Utilities

Languages: HTML, ASP, CSS, Visual Basic, Java, C++, .NET

Operating Systems: DOS, Windows 3.1-10, Windows Server 2008R2, Mac OS, Linux

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