William M. Gary

Tampa, FL *****

Summary

*+ years of IT Support experience in large enterprise environments including Duke Energy, American Express, JPMorgan Chase, Bloomin’ Brands, Pharmerica and Nielson Media Research

Local to Tampa

Able to interview by phone or in-person with 24 hours’ notice

Available to start immediately upon completion of background checks

Certifications

Microsoft Certified IT Professional (MCITP) – Enterprise Support Technician on Windows Vista (2010)

Microsoft Certified Technical Specialist (MCTS) – Windows Vista 2010, Configuration (2010)

Microsoft Certified Desktop Support Technician (MCDST) – Windows XP (2008)

CompTIA A+ Certified (2008)

Education

Eastside High School, Gainesville, FL – High School Diploma

Hillsborough Community College – Introduction to Computers and Technology (MS Office Suite)

Udemy – Certificate of Completion Social Media Marketing – The Complete Course

Professional Experience

Nielsen Media Research – Oldsmar, FL July 2015 – Jan 2016

Enhanced CBET Rollout Associate

Assisting with the roll-out of the e

Enhance encoding algorithm for all participating Radio Stations.

Assisted with preparing the smart media (Smart Card, USB) with the encoding software.

Made Outbound calls to customers to verify contact information for the CBET Enhancement Project

Updated Station contact information in various system (SEMS, Access Database)

Handled in-bound and outbound calls from Radio Station Engineers fielding various questions in regards to the CBET Enhancement project

Performed Quality Of Service (QOS) of upgraded encoders over the phone and via emails

Handled communications to and from Radio Stations on the status of their upgraded QOS

Trained new contractors on the process and procedures of the project.

Assisted with the documentation of the QOS process and procedures.

Pharmerica – Tampa, FL January 2015 – July 2015

IT Helpdesk Technician

Responded to inbound calls from internal and external customers regarding technical issues

Documented details of all calls into the Service Now Ticketing system.

Followed-up on tickets to check on status and provide additional assistant to ensure satisfactory resolution,

Handled all calls according to documented process and procedures which was accessible via Knowledge Base

Monitored systems alarms via Halcyon & SolarWinds.

Checked supported facilities network via Fluke & SolarWinds

Troubleshoot and triaged calls routing to appropriate group

Provided technical support for RxNow, Windows OS, Office, and AS400

Assisted team members with resolutions and provided constructive feedback

Escalated issues to external vendors via email, self-service portals, or phone as necessary

Identified and escalated urgent issues to management and other teams as directed by outlined processes.

Worked and managed Vendor, Unassigned and Email queues as necessary.

Bloomin Brands – Tampa, FL October 2014 – December 2014

Help Desk Associate

Field incoming requests from end users via telephone, e-mail or other established Support channels

Document all relevant information, including name, department, contact information, and nature of issue, troubleshooting steps taken, and resolution.

Troubleshoot POS systems (Printers, Terminals, Table Wait System)

Verified configuration settings for POS menus, prices and Online Ordering System

Used command-line tools to resolve software & hardware issues

Troubleshoot network connectivity issues between various hardware (IP-based printers, Credit Cards)

Provided basic troubleshooting & support of HP Elitepads & iPads (WinePads) for the restaurants

Prioritize and resolve incidents as defined with the ITIL methodology. Escalate and oversee resolution of incidents to the appropriately experienced Tier 2 Associate

Utilize knowledge base, FAQ’s, teammates and all other available resources to aid in incident resolution in order to resolve customers’ issues effectively and efficiently

Identify and learn appropriate software and hardware used and supported by the organization.

Perform preventative maintenance when needed, including checking and cleaning workstations, printers and peripherals

Perform post-resolution follow-ups to help requests

Contribute to overall team effort in achievement of established SLA’s

Consistently meet and exceed established benchmarks in performance set forth by management for all Tier 1 Associates

Duke Energy – St. Petersburg, FL September 2012 – October 2014

IT Helpdesk Analyst

Created, documented, and routed tickets in Remedy &

Service Now ticketing systems.

Supported internal employees with technical issues via Chat, email, and web tickets.

Escalated issues to the appropriate teams for resolution

Supported Windows 7, Windows XP workstations; Heavy emphasis on offline files

Assisted vendors with virtual applications and machines (Citrix, XENApp, Cisco VPN technologies)

Supported users with accessing web based business line applications and solving browser compatibility issues (java installations, clearing cache cookies, reconfiguring IE settings);

Assisted users with setting up and configuring Citrix Receiver for remote computer access on their personal computing devices.

Provide assistance via by phone, email, web tickets

Performed password Resets for various applications (mainframe, oracle, RSA, Active Directory,

Good Technology, Blackberry Enterprise Server)

Educated employees on the company's Bring Your Own Device (BYOD) policy.

Performed administrate functions in Airwatch MDM technology for BYOD participants

Troubleshoot issues with iOS and Android mobile phone devices

Answer inquiries regarding the status of their access/service requests

Configured accounts for access to corporate wireless network using Cisco Wireless Control System

Created and modified Knowledge Base entries

Improved and corrected defined processes and procedures to improve workflow and customer service

Assisted users with IT transition during Progress Duke Merger

Provided 1st level support for enterprise wide Windows XP-Windows 7 migration project

Distributed software to corporate workstations using TWI and Microsoft SCCM technology

American Express – St. Petersburg, FL June 2012 – January 2013

Network Operations Center Technician

Monitors alarms in monitoring tool (Orion)

Troubleshoot ticket workarounds & resolution ownership

Management of critical outage information

Notify proper groups of issues for resolution

Facilitate necessary party’s communications to resolve outstanding issues

Deliver excellence in customer service through situation analysis and timely resolve of escalating problems per NOC Incident Management Procedures.

Ownership / management of escalated issues

Dispatch of 3rd party vendor support

Dispatch of 3rd level Operations Engineering support

Dispatch of 4th level Development / QA support

Exercises a wide degree of responsibility requiring leadership, creativity and latitude

Works closely with the Customer Service, Implementation, Software Development and QA teams in order to insure efficient monitoring, troubleshooting and issue resolution for our internal and production services

Measures and confirms that carrier problems and multi-party issues assigned are resolved efficiently and within service level agreement parameters

Provides business or after-hours support for escalated issues

Coordinates and reports on: Operations processes and procedures, Scheduled maintenance activities

Interactive Contact Solutions – Riverview, FL September 2011 – April 2012

Technical Support Representative

Provided technical support for Dish and DirectTV service in an inbound call center

Contacted business partners on customer’s behalf to resolve issue with related service.

Educated customer on DVR features and functions.

Assisted client with connecting satellite service to their television

Provided technical support for VOIP phone and internet services

Up sold thirty comprehensive assurance plans to customer

Informed customer of dispatch process, policy and procedures

Performed outbound customer satisfaction survey calls

Explained billing details to customer and took payments over the phone

Utilized remote desktop and VNC to access tools to assist with troubleshooting service issues

Documented each call w/ detailed information and followed policy and procedures as dictated

Escalated issues to NOC (2nd level) as needed following escalation procedures

Routed calls to proper department as needed

Collaborated with team leads and co-workers to research and resolve complex service issues

Utilized Office Communications and Google Talk IM systems to communicate with management

Utilized multiple systems and tools daily to perform job functions

Consistently meet or exceeded first call resolution goals

JP Morgan Chase – Tampa/St. Petersburg, FL April 2011 – September 2011

IT Helpdesk Analyst

Provided technical support to chase employees & vendors

Provided technical support via IM, email, and over the phone

Educated internal employees and vendors of policies & procedures to request access to company applications and systems

Mapped Network drives & printers to client workstations

Assisted users with resolving basic Microsoft Office issues

Configured Lotus Notes, added databases and assisted users with password resets

Configured & troubleshot VPN clients, deployed RSA SecurID software tokens

Supported users with accessing web based business line applications and solving browser compatibility issues (java installations, clearing cache cookies, reconfiguring IE settings);

Assisted external employees & vendors with connecting to the company's VPN infrastructure

Assisted users with activating Blackberry devices and configuring email client

Reset Encryption Plus passwords and educated users on use

Assisted users with encrypting files, prior to sending them outside the company network

Installed applications that were deployed to clients via Run Advertise Programs, MyApp & RADIA clients

Administered user accounts for the company's proprietary applications.

Collaborated with colleagues to resolve technical issues for clients.

Used Office Communicator & VNC to remotely resolve technical issues

Utilized Peregrine ticking system to document issues & escalate to 2nd level support as needed.

Use ActiveRole Services to manage Active Directory user accounts on the domain

Advised clients of ticket status (ticketing systems: Peregrine, RL Call tracking, Help Desk Tool)

Other Professional Experience

TransAmerica

May 29th & June 5th 2015

Deployment Technician

Agency: Ranstad Technologies

Duties: Relocated desktop and computer peripherals to new location, setup workstations, confirmed workstations functionality and ensured network connectivity.

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