LOUIS GUY WILSON

Basking Ridge

NJ *****

Phone: 973-***-**** email: acxt1y@r.postjobfree.com

CAREER OBJECTIVE:

To implement and support innovative business network solutions.

SUMMARY OF SKILLS:

Able to productively work with teams across the lifecycle of assignments or tasks

Proficiency in service desk support: call logging, fault and request resolution

Familiarity in high-level programming languages including C/C++/C#.NET, SQL, and HTML

Good organizational, team, and social skills

Eager and willing to adapt to new processes and accept new challenges

COMPUTER EXPERIENCE:

Assist end users with their Microsoft Windows and Google OS desktops/laptops. Create and manage AD user accounts in Microsoft Management Console and Exchange Server 2010/2007/2003. Create and manage RSA SecurID tokens for authenticated network/desktop connections. Manage Webroot firewall/antivirus accounts. Query MS SQL Server 2008.

Software Tools: Google Apps, Criminal Justice Secure Mail (CJSM), Zendesk helpdesk, MS Dynamics CRM, RMS Service Management, GoToAssist Remote Desktop, Highlight network monitoring, Foglight network monitoring, VPN, Cisco VPN Client, RSA SecurID, Webroot, Cherwell Service Management, Radmin Viewer, Vnc Viewer, LogMeInRescue, MS Visual Studio 2010 Express, IIS, MS SQL Server Management Studio, MS Configuration Manager, MS Service Manager, MS System Management Centre, Remote Assist, Remote Desktop Client (RDC), Mitel Call Centre, BMC Service Desk Express, Merlin utility application, Cisco Call Centre, Obtree C4 Content Management, Touchpaper helpdesk. AD, Proxy, MS Office 2013/2010/2007/2003, Adobe Reader.

WORK EXPERIENCE:

1.Jan 2015 – Jun 2016 Citizens Advice, Swindon, UK

Job Title: IS Service Desk Analyst

Job Responsibilities: Provide 1st and 2nd line IT support to Bureaux within specified service levels.

Job Experience: Respond to service and incident requests from 7 regional offices of Citizens Advice, 316 independent Citizens Advice Bureaux (charities) and Witness Service court locations for their computer users regarding hardware, software, and network problems and queries. Assist regional office users remotely with desktop/laptop migrations from Windows XP to Windows 7, moving to Amazon Web Services (AWS), and moving to Google Apps. Correspond with 3rd party network providers to implement and maintain secure, nationwide, private network for independent (Local Citizens Advice) charity locations, and network access with secure email facility for Witness Service locations.

2.Apr 2014 – Jan 2015 Citizens Advice, Swindon, UK, for Jiyu Consulting

Apr 2013 - Dec 2013

Job Title: ICT Service Desk Analyst (Contractor)

Job Responsibilities: Provide 1st and 2nd line IT support to Bureaux within specified service levels.

Job Experience: Provide assistance with user administration in Active Directory as defined in the support scope. Providing assistance with configuration of directory shares and permissions as defined in the support scope.

Perform investigation and diagnosis of network connectivity problems and escalate with supplier as required.

3.Jan 2013 – Mar 2013 NHS PCT, Devizes, UK, for Outsource UK Ltd.

Job Title: IT Service Desk Analyst (Contractor)

Job Responsibilities: 1st Line Support - log and resolve service faults and requests

Job Experience: Work with small team of technicians to log, analyse and resolve user PC and telephony network issues. Quickly learn and utilise software tools and applications for call resolutions.

4.Mar 2012 – Jan 2013 Systems Test Solutions Ltd, Swindon, UK

Job Title: Software Solutions Developer (Volunteer)

Job Responsibilities: Develop application for testing purposes

Job Experience: Implementing Web Service and Client Service to receive/send data over the Internet and store to database using MS Visual Web Developer/C# 2010 Express, HTML, XML, Web Services (WSDL), C#.NET, IIS, SQL Server 2008 – create tables, query manipulation, and Subversion (SVN). Regression test new software application and document results.

5.Feb 2011 – May 2011 Wiltshire County Council, Trowbridge, UK, for Michael Page Technology

Job Title: ICT Service Desk Technician (Contractor)

Job Responsibilities: 1st Line Support to log and resolve IT faults and requests

Job Experience: First point of contact to resolve or escalate incident and change requests on shift rota for the Council's migrated ICT network and District merges. Worked closely with various ICT teams to provide unified solution responses. Active Directory - user account add/amend/remove, password resets, file/folders shares, group policy updates; Exchange/Outlook – mailbox shares, out-of-office setup; Remote assistance - Remote Desktop Access, Direct Access, Citrix, broadband, Smartphone connectivity, Desktop support. ITIL compliance, GCSx, TV Assess, and CareFirst requests, knowledge-base updates, SAP GUI installs, and user updates.

6.Oct 2010 – Jan 2011 Cartus, Swindon, UK

Job Title: Helpdesk Administrator (Contractor)

Job Responsibilities: 1st Line Support to log/resolve IT faults

Job Experience: Dealing with helpdesk queries, updating IT information, supporting the IT team during domestic and international infrastructure change projects. Desktop application and network support. Active Directory - user account add/amend/remove, password resets, file/folders shares, group policy updates; Exchange/Outlook – mailbox shares, out-of-office setup; Remote assistance - Remote Desktop Access, Citrix, Smartphones; User updates.

7.Jan 2010 – Oct 2010 The National Trust, Swindon, UK

Job Title: Web Content Editor (Volunteer)

Job Responsibilities: Web content management of Trust’s supporter groups’ Web presence.

Job Experience: Prepare pages from request forms received via email, upload/add pictures to Web content, convert Word documents to PDF format, track updates and inform groups of deadlines, update relevant groups of progress.

8.Mar 2010 – Apr 2010 Thames Water Utility Ltd. for Reed Specialist Recruitment

Job Title: Customer Service Advisor (Contractor)

Job Responsibilities: Take inbound calls from Thames Water residential customers. Provide excellent customer service to requests and queries of supply and drainage water utility accounts.

9.Jul 2008-Nov2008 Swindon & Marlborough NHS Trust for Mainline Employment Ltd.

Job Title: IT Service Desk Analyst (Contractor)

Job Responsibilities: 1st point of contact to log/resolve PC/telephone faults/requests/queries.

Job Experience: 1st Line Support - Create/reset/amend user account access for relevant PC and network applications – AD, Proxy Host, Outlook, nhs.net mail, Medway, Crescendo, Theatre Systems, Winpath Ward Enquiry, and other network access/databases/applications.

10.Feb 2008-Mar 2008 Capita Group Ltd. for Blue Arrow

Job Title: IT/Telecom Contractor

Job Responsibilities: Rollout VoIP handsets over Swindon Borough Council PC network.

Job Experience: 1st Line Support work with Telecom Team Lead and team of contractors replacing analog handsets with Avaya IP handsets throughout clients’ computer network within stringent schedule and least PC downtime. Gather information and document (update) progress.

11.Apr 2007- Aug 2007 Swindon & Marlborough NHS Trust for Mainline Employment Ltd.

Job Title: IT Support Contractor

Job Responsibilities: 1st Line Support migrating and upgrading computers.

Job Experience: Daily tasks include migrating PCs from Windows 2000 Professional to Windows XP Professional with Active Directory (AD): Ghost imaging, data backup to networked servers, commissioning upgraded PCs, information gathering and documentation, cleaning, asset management, and instructing users of new changes.

ACADEMIC QUALIFICATIONS:

Bachelor of Science Degree in Computer Science, 2000

North Carolina A&T State University, North Carolina, USA

Core Courses:

C/C++, Computer Graphics (Visual C Networked Computer Systems, Assembly Language, Computer Architecture and Organization, Data Base Design, Object-Oriented Programming (Java), and Software Engineering.

GPA: 3.14/4.00

CERTIFICATIONS:

Dec 2001 Webmaster Skills Certification, Fairleigh Dickinson University, New Jersey, USA

Publish: HTML, JPG, GIF, PSP, editing and FTP tools

Deliver: Forms, Frames, CCS, DHTML, CGI, Perl, and Javascript

Enhance: SSL, IP/DNS/Website Server configuration, ASP, XML, Coldfusion, Apache, and encryption

May 2001 PC Networking Certificate, Frontier Technology Training Center, New Jersey, USA

A+ and MCSE training: Win NT/2000 Server, NT Enterprise/Workstation, Active Directory, Terminal Services, TCP/IP, Cisco, RAS, and IIS

COURSES:

Oct 2012 MCITP online training, Career Jobs UK

IT Fundamentals (MS Office 2007, Windows 7 Configuration), Database Administrator (SQL).

Feb 2008 MCAD online training, Seetec Training Services, Essex, UK

Visual C#.Net

Visual Basic.Net

Dec 2002 Management Information Systems (MS), Fairleigh Dickinson University, USA

Core Courses (completed):

Strategic Management and Organisation Design, Financial Acct: End-User Approach, Database Systems (SQL), Management of Information Systems, Intro to E-Commerce, Computer Networks. GPA: 2.49/4.00

REFERENCES: Available upon request.

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