WILLIAM WALTMAN

Phoenixville, Pennsylvania***** (H) 610-***-**** (C) 610-***-**** acww7t@r.postjobfree.com

Professional Summary

TECHNICAL SUPPORT SPECIALIST Career-based professional with eight years experience providing client-focused technical support to over 500 users, with a demonstrated capacity to identify root causes and direct users to lasting solutions. Well-versed in a variety of common operating systems, applications and hardware. AREAS OF EXPERTISE Troubleshooting and Issue Resolution Root Cause Analysis End User Support System Implementation-Responsible for imaging and setting up equipment for new hires.

Skills

Platforms: Windows 2000/XP/VISTA/Windows7 Hardware: Worked on HP computers, monitors, printers and scanners. Also supported IBM/Lenovo and Compaq laptops. Responsible for setting up and supporting Blackberries. Learning to work on Routers Applications: Microsoft Office, Norton Anti-Virus, AWD, Cognos, Lotus Notes, Internet Explorer, Tide, Peregrine, Tivoli, Nice Call Recording, and Active Directory.

Work History

System Administrator 07/2011 to Current

TubeCityIms – Horsham, PA

Helpdesk and desktop support for Corporate Office and about Four Thousand employees all over the world.

Handle blackberry/ IPhone issues.

Build computers and prepare accounts for new users.

Setup email accounts

Microsoft Office 2003, 2007 and 2010

Experience with Active Directory

Remote Support

Microsoft Lync Support

SharePoint

Night Manager 11/2010 to 07/2011

Giant Foods – Exton, PA

Will oversee night time stock associates.

Responsible for the way the store is run overnight

Assist with restocking of store if shorthanded.

Natural/Organics Lead 08/2009 to 11/2010

Giant Foods – Limerick, PA

Stocked and Ordered products to refill shelves.

In charge of entire organics department.

Night Stock Associate 08/2008 to 08/2009

Giant Food Store – Limerick, PA

Worked overnight in the grocery department restocking shelves.

Desktop Support 05/2005 to 05/2008

The Vanguard Group – Malvern, PA

Provided technical support for over 500 users and ensured proper maintenance of workstations, printers, and peripherals.

I responded to user service requests and resolved trouble tickets to maximize system availability.

I set up new workstations.

I installed operating systems, applications, and drivers, and configured network properties and hardware.

Key Achievements:.

Able to resolve over 60% of phone calls taken without escalating to senior helpdesk representatives.

Helpdesk Analyst 07/2000 to 05/2005

The Vanguard Group – Malvern, PA

Assisted over 20,000 users in resolving diverse hardware and software issues.

Ensured quick resolution to user concerns and escalated more complicated support issues to senior helpdesk representatives.

Key Achievements:.

Able to resolve over 60% of phone calls taken without escalating to senior helpdesk representatives.

AEGON USA – Malvern, Pennsylvania

Worked in several areas of AEGON.

I began in the Microfilm Retrieval department retrieving Microfilm & Fiche for internal clients.

I then moved onto the Customer Services area as a Customer Service Representative taking inbound calls and updating policies.

I then moved onto the Academy Life Insurance Co.

division of AEGON where I processed monetary transactions and responded to external clients via correspondence.

While working in this division of the company, I was called upon quite regularly to troubleshoot my team mate's computer issues.

When assistance was needed, I called on Help Desk Support and they allowed me to work alongside them in resolving some of the issues.

Education

Chubb Institute March 2000 - Springfield, PA

Helpdesk Certificate

ITT Technical Institute September 2011 - King Of Prussia, PA

Associate of Arts: Networking

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