M) 404-***-**** H) 404-***-**** acz39l@r.postjobfree.com

ZACHERY D. WARD III

“Accomplished Business Technical Analyst with 20 years’ experience in all

phases of researching and troubleshooting mobility devices/software/hardware. Excellent and newly updated entry level programming skills.

EXPERIENCE

DEKALB COUNTY GEORGIA GOVERNMENT IT HELPDESK SUPPORT APRIL 2017 TO PRESENET

Imaging, installation and maintenance of HARDWARE AND SOFTWARE

Exercises decision making abilities in investigating and resolving problems

Monitor and resolve request from Service Desk Queues

Assist office personnel with hardware and software, modems, phones and printers

UNIVERSITY OF KANSAS HOSISPTAL IT SERVICE DESK INTERNSHIP MARCH 2016 – MAY 2016

Provided remote support for Citrix, Kronos, Android, Epic and ITIL

Set up and installation monitors, scanners, and medical equipment

AT&T SENIOR SPECIALIST PRODUCT MANAGEMENT CENTER MARCH 2005-MAY 2015

PMC serves as the new product incubator for advanced data support center. The PMC is responsible for highly complex analytical and technical network systems support task and project management for beta services.

Monitoring Cell sites, Telemetry devices, routers, wireless home phone, coverage and outages

Provided Vendor Management and governance for 3rd party vendors

Developed post-resolution notes and knowledge base articles to aid in future troubleshooting.

Responded to technical tickets through a queue and managed each ticket until resolution.

Corrected Network and Device issues using VLR profiles, HLR, Voice Mail, SMS, MMS, Data, International, Long-distance Call issues, (Verify Coverage) AT&T Torch / Snooper, ATT Geolink, AT&T RMAP, ScampWeb – Verify Data, Voice and SMS usage

Syniverse – Metcalf for SMS issues, ICMMS for MMS issues

Device APN settings and how this impacts the operation of the device.

Provided exclusive analyst support to Boeing, Cisco, Hewlett-Packard, Bank of America, Kraft, British Petroleum, Chevron, Wells Fargo, and GlaxoSmithKline.

Used web-based tools to resolve mobile device/Software/Hardware issues.

Used web-based tools to resolve to port, provisioning, billing, and ordering issues.

EDUCATION

UNIVERSITY OF CENTRAL MISSOURI – Lee’s Summit, MO

Modern Programming Development Program

Entry level Back-End Programming skills in HTML, CSS, and PHP.

NATIONAL AMERICAN UNIVERSITY – Rapid City, SD

Business Administration 90 Hours

AT&T University

Six Sigma*Agile* Blackberry Certification*T2 v3.6c SA236, 108.11G *SME chat

COMMUNICATION

I delivered a keynote speech to 60 of my peers (AT&T Managers) on inclusion and diversity. My team participated in a mobility diversity & inclusion think tank challenge. We created a farm system of recruiting STEM candidates, starting at the high school level, very much like major league baseball to recruit students to work at AT&T. Also, I participated in conflict resolution training enabling me to resolve disputes between team members.

Volunteer Work

Literacy Volunteers of America (East Orange, New Jersey Public Library)

Literacy and English as Second Language Instructor

May 2004 – May 2006

I conducted Individual sessions with young adults from Central America.

Comprehension Strategies for New Readers

Pronunciation and Accent Reduction

Grammar Basics, Reading Fluency

Wichita State University Intensive English Language Center

-Conversational English Instructor

September 1998 – January 1999

I held group sessions with Russian, Eastern European and Middle Eastern students.

I developed listening comprehension and oral fluency.

I developed conversation techniques.

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