William H. Parris

**** ******* ***** *********, ** 28212

704-***-****

E-mail: acxb0s@r.postjobfree.com

http://www.linkedin.com/pub/bill-parris/10/343/946

Executive Summary

Proactive and analytical problem solver with a focus on providing superior customer service by leveraging experience gained adapting and adjusting to various working environments. Adept at identifying and implementing solutions to support business objectives. Highly skilled in all aspects of Help Desk, hardware/software installations, configuration, upgrades and maintenance. Strong communication skills provide an exceptional client experience with both technical and business users at all levels within an organization.

Technologies& tools experience

Microsoft Office Suite, Office365, Outlook, Word, Excel, PowerPoint and Access, XP/2007, 2010, 2013, Windows 2000/2003/2008 Server, Advanced Server, Windows XP, Windows 7, Windows 10, Active directory and Other MMC

Outlook, Microsoft Exchange, Lotus Notes, Webmail OWA

Alcatel Lucent, Shoretel, Cisco, 8x8 and other VOIP systems

System Administration, Developing Standards, LAN Knowledge, Proxy Servers, Training, Multi-tasking, On-Call, Networking Knowledge, Network Hardware Configuration, Network Maintenance, Network Performance Tuning

Tuff Test, Dreamweaver, Network utilities, Network Monitor, Telnet, PING, Snort, LANGuard

Spyware utilities, Ad Aware, Novel System Mechanic, SpyWare Blaster, Antivirus utilities, Stinger, SwatIT, Backwork, Norton, ACT, McAfee, Panda

Citrix, Citrix server, Baan, SQL, Crystal Reports, Clairify, Track It, Audit 32, Minitab 15

Global Remote, Remote Access (RAS), Remote Desktop Swarm Daneware

Symantec Ghost, PowerQuest Drive Image, Partition Magic, Nero, Diskkeeper

Compression utilities, WinZip, WinAce, PKZip, WinRAR

PeopleSoft, Multimedia utilities, SnagIT, IFilm MPEG Editor, WinMPG Video Converter, VideoWave

PC utilities, Acoustica Audio Converter, Audacity Audio Editor

Quick View Plus, PageMaker, HTML, Front

PC Pro, Page, LeakTest, Zone Alarm, Sygate Firewall Pro, Remote Desktop, PC Anywhere

Onbase, Acronis True Image, TweakXP, TweakUI, Altiris Deployment Console and Solutions

Registry utilities, Stuffit WS_FTP Pro, FTP Voyeur, SAP, Magic, Netinstall, Secure Client

RegCleaner, Registry Robot, RegMon

Regional Technical Support

Essentra Packaging

2/2016 – Current

Currently providing Regional Technical support via phone and remote also onsite for multiple locations in Charlotte, Greensboro, FL, and Puerto Rico. Occasionally having to travel to Greensboro providing onsite support for a week or less. Diagnose and troubleshoot basic problems with individual or multiple computer systems in order to maintain proper functioning. Resolve issues including contacting and assisting vendors, answering support calls and emails in a timely manner. Conduct diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems re: Desktop Support, Servers, Directory Services, LAN/WLAN, WAN, Network Storage, Backup Systems Communications Solutions and Cloud subscription services and provide key services to internal customers.

Provide the single point of contact for all new incidents and queries via support channels. All contact to the Service Desk will be logged using the companies Service Management tool.

Provide a Service Desk function for internal and external customers covering a variety of services that are provided by the business

Provide first contact resolution when and where appropriate to customers

Installing and configuring computer systems

Diagnosing and solving hardware/software faults

Analyzing call logs to spot trends and underlying issues

Assigning incidents and queries to the correct resolver groups if they cannot be fixed first time and managing them through their lifecycle

Ensure internal/external processes and procedures are followed to guarantee consistency and quality of service

Identification of Incident Management for high priority incidents

Manage the escalations and communications of all incidents including major incidents

Ensure that high priority incidents are auctioned within the SLA.

Escalation of all incidents to appropriate escalation point.

Responsible for quality checking to ensure sufficient information to provide updates to customers during the Incident lifecycle and on completion of an incident.

Alert on any failed components of infrastructure and manage as an Incident within defined Service Level Agreements (SLAs)

Recommend hardware solutions regarding personal computers in assigned areas.

Fulfill service requests and daily checks.

Represent the company to our Customers in the most professional way and continually ensure the delivery of operational excellence within every engagement

Windows System Analyst

Tolt Solutions

11/ 2013 – 01/ 2016

Regional Service Technician support and Repair for Point of Sale retail and groceries systems, provided support via phone and remote for technician’s equipment laptops, cell phone and MiFi devices, fix and repair technician equipment. Tolt Solutions was acquired by another company Pomeroy with IT support in place, 56 positions at Tolt were eliminated, including the position I held.

Creation and Management of Users and Groups in Active Directory

Assisted with the Migration from Exchange to Office 365

Assisted in the Domain Migration during the acquisition including username change.

Office 365 Active directory support

After hours technical support as well as server maintenance.

Staging of Laptops and Desktops for rollout

Managed local and network printers

Working with low voltage cabling to include pulling, terminating, and testing CAT 5 and CAT 6 cable

Administer MPLS-based network environment

Managing Web Technologies (webmail, Sharepoint, IIS, Office O365)

Desktop image management utilizing Win PE, clonezilla as well as MDC Microsoft Deployment Console

Cisco Unified Communications (VoIP) and Cisco Call manager

In-depth knowledge of Windows XP -Windows 10 and Office 2007-2016 including Office 365

Perform necessary ordering and troubleshooting for all company mobile devices iPhone and Android

Provisioning devices for mail (Exchange Server and Active Sync, O365)

Managing full life cycle of tickets and meeting SLA

ITICS (Information Technology Information Communication Specialist)

11/ 2011 –10/ 2013

Capgemini

Single person support for all Developers and Managers within CapGemini. Supporting the Financial Service Global Business Unit. Provided End Users support to over 400 internal users, the load became overwhelming and management would not expand the team to provide additional needed support. When I was offered a full time role and a $10K annual increase in salary I decided to move on to Tolt Solutions.

Provide in-depth technical support to the Service organization including provision of technical remote applications support to customers, capable of answering complex questions on function and usage of the application.

Diagnose the issue, identify the problem and escalate to concern person and co-ordinate with him till the problem get it resolved., The same need to be corrected with Client end the same taken it up forward with the required details coordinate the same till the problem get it fixed.

Technical Support for Desktops, Network, Servers and Applications.

Alcatel Lucent VOIP devices Implementation of phone Setup, Voice mail setup, Extension allocation

Following regular problem tickets and meeting SLA

Experience at the system level and Proving support to the high rate customer in the application level and do the needful to meet or exceed their expectations.

Work with the service organization personnel, providing the technical support necessary to maintain customer satisfaction in technically complex situations, understand, implement, and support all technology manufacturers that distribute by Capgemini Specialties.

Desktops, Laptops, Network, Asset Management and Migration Processes in the OS level of Desktops and Servers. Co-ordination of new implementation to roll out an entire process

Assist in ISO 270001 - 2007 audits by discovering wireless rougue IP addresses and identifying the router or device and whether or not it is allowed also verifying the network meets or exceeds the maximum requirements

Installed and maintained Local and Network Printers

Asset management including laptops and office inventory

Data recovery and data encryption

Desktop Administrator

08/2011 – 11/2011

Tiaa-Cref (Experis)

4 month Project Based Contract to perform a 4000 seat Windows XP to Win7 systems migration. The start and end dates were firm based on the 4 month project SOW

Provide PC/LAN and related project support

Develop and use methods, techniques, diagnostic tools or criteria to troubleshoot, diagnose and resolve complex PC/LAN related hardware, software, operating systems and network problems.

Analyze client needs and assesses technical alternatives to determine their impact on the client and systems environment.

Coordinate the planning, installation and implementation of new or modified PC/LAN related hardware, software, applications or operating systems to meet client's requirements and updates/writes documentation.

Participates in the implementation of voice and data communication networks to support environment, including configuring, implementing and troubleshooting circuits.

May participate in the design and implementation of server environments.

Provides training and technical assistance to LAN Administrators. Understands BCP, quality, security and compliance requirements for supported area and assesses changes for risk to the environment.

Coordinates testing and updating the business continuation plan.

Responds to complex questions from and provides assistance to less experienced staff.

Outstanding troubleshooting and communication skills.

Analyst will support application rollouts and troubleshoot client-related issues.

PC / LAN Analyst

04/10 – 04/11

Wells Fargo (Collabera)

Twelve-month pilot project for Wells Fargo End User Computing. Individual business units in the eight downtown Charlotte Wells Fargo buildings had their own shadow IT support and Wells wanted to consolidate and centralize that support. The Pilot project trained seven (7) IT contractors at the CIC location in the University area, and then moved them to temporary office space downtown to setup a centralized support center. The team provided support to all business units uptown and specifically a notoriously difficult end user area being the Trade Floor. If you can survive there, you can survive anywhere. Pilot ended naturally

Establishes system specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing system infrastructure.

Support over 9000 end users across many different OU’s and LOB’s

Establishes system by planning and executing the selection, installation, configuration, and testing of PC and server hardware, software, LAN and WAN networks, and operating and system management systems; defining system and operational policies and procedures.

Maintains system performance by performing system monitoring and analysis, and performance tuning; troubleshooting system hardware, software, networks and operating and system management systems; designing and running system load/stress testing; escalating application problems to vendor.

Secures system by developing system access, monitoring, control, and evaluation; establishing and testing disaster recovery policies and procedures; completing back-ups; maintaining documentation.

Prepares users by designing and conducting training programs; providing references and support.

Upgrades system by conferring with vendors and services; developing, testing, evaluating, and installing enhancements and new software.

Meets financial requirements by submitting information for budgets; monitoring expenses.

Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Protects organization's value by keeping information confidential.

Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

William Parris 704-***-****

Windows Migration and Desktop Specialist

12/09 – 04/10

BB&T Bank (Pomeroy IT Solutions)

5 mo. Contract, Bank acquisition, 283 Regional Banks were migrated to BB&T branches.

Configured standard desktop computer systems with Windows 95/98, Windows NT 4.0 and Windows 2000/XP. Created and deployed software images using Symantec Ghost.

Perform technical installation and configuration activities for client sites.

Source Identification: what application, what database, data formats, field formats, business rules, export options, security issues.

Mapping Discovery: mapping field to field, mapping through conversion tables, summaries, exception processing.

Determine where programmatic mapping is the best solution. Determine where data entry is the correct approach.

Determine data transport: FTP, tape, etc.

Determine required documentation and training for employees and clients.

Define testing and balancing procedure

Simulated go-live tests.

Assist as a technical resource for go-lives (either on site or remotely).

Trained staff and customers in computer-system setup and operation capabilities.

Uploaded and downloaded system information via FTP to a server.

Technical Support Analyst, Monroe, NC

09/07- 01/08, 07/08- 12/09

Scott Health and Safety (Compucom)

5 mo. Contract, desktop support 500 users onsite, remote phone support international location,

Six month gap - unemployed

17 mo. Compucom underestimated client volume of tickets, needed additional resources, re-engaged for extended contract.

Maintain day-to-day operation of the IT equipment for the Scott Health and Safety manufacturing facility.

Monitor, open and close ticket using Clarify

Provide Level 1, 2 and 3 help desk support.

Active Directory account maintenance including login and password problems

Monitored desktop and laptops and peripherals.

Create, reimage and deploy desktops and laptops using Symantec Ghost software

Configured Avaya digital and VOIP phone problems

Trouble shoot and assist with all HP laser jet and office jet printing problems.

Work on corporate projects for the advancement of the Monroe facility.

Setup kiosk computers for users to access the company Intranet.

Installed thermal imaging printers, installing and troubleshooting handheld scanners.

Converted desktop settings during an Exchange migration between Exchange Organizations.

Provide training to end users on new deployment of new software.

Relocated and deployed many office and warehouse workstations and laptops.

Performed Daily Backups of network server and Exchange servers

Activated and maintained Blackberry phones

Performed Data Recovery of staff and outside sales.

Monitored internet traffic using Net Mon software

Provide the best customer service to all levels of the facility.

Break, Fix Technician, Concord, NC

04/08- 07/08

Cabarras County Public Schools

Provided temporary support for Cabarras County Public Schools during a staffing readjustment.

Maintain day-to-day operation of the IT equipment for Cabarras County Schools.

Provide Level 1 and 2 helpdesk and desktop support.

Travel to schools to perform field repairs.

Provide and assist account maintenance for login and password issues.

Monitor, troubleshoot and repair major and minor laptop and desktop hardware/software problems with Dell laptops and desktops.

Image and reimage using Symantec Ghost Software

Maintained and monitor all HP and Brother Laser jets and office jet Printers, scanners and plotter printing problems.

Work on corporate projects for the advancement of the Charlotte facility.

Deploy and image Desktops and Laptops using ghosting software. (Norton, Track-It)

Able to work on a email or ticketing system for tracking repairs and issues

Provide both beginner and advanced training classes in many different areas (outlook, Windows XP, VPN)

Desktop Support Engineer, Charlotte, NC

05/05-06/07

Hewlett Packard, GM OnStar

Contacted with GM OnStar supporting the OnStar Call Center performing hardware troubleshooting and part replacement.

Serve as the initial point of contact for resolution of desktop / workgroup-related problems in a 24 hour 1000-user call center environment.

Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows NT, Windows 2000 Professional, MS Office, e-mail, Internet connections, and hardware/peripherals.

Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolve hundreds of issues monthly without requiring escalation to a higher tier.

Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.

Created a systematic method that improved trouble ticket processing time from one week to within several hours.

Promoted from technical assistant position desktop support engineer within two months based on technical troubleshooting skills, positive work ethic, dedication to teamwork, and ability to communicate technical concepts to end users.

Certifications

Dell Certifications

Dell Premier Certified Technician Exp. 11/2012

Dell Certification: Laptop Certified Exp. 11/2012

Dell Certification: Desktop Certified Exp. 11/2012

Dell Certification: Printer Certified Exp. 11/2012

Dell Certification Server Certified Exp. 11/2012

Dell Certification: Blade Certified Exp. 11/2012

Dell Certification: Backup certified Exp. 11/2012

BrainBench.com Certifications

Computer Technical Support Exp.04/14/2015

Technical Help Desk (Microsoft) Exp.04/14/2015

Computer Literacy (Windows 7) Exp.06/01/2015

Backup Exec 11d Exp. 10-04-2015

Education

1988 – 1992 Business Administration, Knoxville College, Knoxville, TN

Military

1994 – 1996 US Army Wheel and Track Mechanic Ft Stewart, GA

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