Bill Hicks

**** ********** **. *********, ** **856

Email acz6pm@r.postjobfree.com

Cell Phone 252-***-****

SUMMARY STATEMENT

Infrastructure Analyst with over 30 years of experience in different technologies. Uses organization and exceptional communication skills in meeting the needs of the client. Provides first rate customer service to end users and customers. Stays abreast of latest technology and is regarded as a hard working, trustworthy professional, who has a commitment to excellence.

Desktop / Network Support

Site Manager

Active Directory Consolidation

Exchange Administration

Project Management

WORK HISTORY

IT Support Specialist, Southern Bank 2013 – Present

Hardware and software support for nearly 60 branches and around 700 employees. Meeting SLA’s and KPI’s for target objectives.

Maintain Active Directory for users, groups, Computers.

Administration for Exchange Server.

Support Executive management for mobile phones and apps (iPhone and Android devices)

Projects include moving Network from one provider to new one, getting new copier/printer/fax machines configured and set up in all the branches.

Server support (Server 2003, 2008, 2012).

ShoreTel administration and installs.

Call Center / Help Desk / IT Support, Southern Bank 2012 – 2013

New Call Center for Southern Bank and my role played an integral part of helping set it up, from the Hardware to the software.

Responsible for the local branch, but also being the main contact for software and hardware issues throughout our 60 plus branches.

Set up the new ShoreTel IP phone system and maintained it on a daily basis.

Administration of our ticketing system and maintaining the backups.

Small Business Owner, Carolina Landscaping & Irrigation, Inc. 2009 – 2012

Incorporated in July of 2009.

Bought equipment and advertised the company name via advertising and telemarketing.

Acquired several private and commercial contracts

Dealt directly with the clients, staff and employees.

Infrastructure Analyst, EDS an HP Company 2007 – 2009

Responsible for Active Directory Administration, monitoring over 100 servers locally and globally, 24x7 on call duties for SEV 1, 2, 3 outages.

Project Manager for several projects including, monthly Microsoft patching for all local and global servers, printer distribution, relocation of internal offices, shutting down plants, Active Directory clean up locally and globally.

Monitor work queues for daily tickets; administer daily, weekly and monthly tape backups for all servers.

Re-configured Computer Room.

Work closely with Cisco switches, routers, etc.

Systems Administrator, EDS 2006 – 2007

Systems Administrator at our Uniqema Site after the MASC was closed in January of 2006.

Responsible for providing support for 160 users’ onsite and offsite. Also responsible for supporting the clients’ software that is specific to Chemical Manufacturing, such as Blazelims, MP2, etc.

Responsible for all the WIN2000-2003 servers that support this software.

Monitor calls and tickets that come in for day to day incidents and also projects that are assigned.

Administrate the local Active Directory.

Support WINXP, WIN2000, Office 2003, Lotus Notes, Microsoft Outlook and all Microsoft products and also Dameware.

Systems Administrator – Site Manager, EDS 2004 – 2006

Took over the role of Systems Administrator / Site Manager in May of 2004.

Responsible for providing support for 60 users’ onsite and offsite.

Responsible for the building and procuring assets and the monthly billing for sundry invoices and space charges.

Responsible for the Network and phone support.

Systems Administrator, EDS 2001 – 2004

SKF’s IT department was outsourced to EDS in July of 2001.

Continued the same responsibilities that were required as a Help Desk Technician with SKF.

New responsibilities were to do Project Managing in helping transition the Help Desk to Plano, Texas.

Responsible for the Asset Management Inbox for EDS’s Vantive ticket tracking system.

Help Desk Technician, SKF USA, Inc. 1997 - 2001

Responsibilities were to help internal and external customers located in all parts of the world. SKF has many plants located in South America and Canada, and also throughout the United States.

Responsible for building all Lotus Notes Id’s, NT accounts, Dial IP / Secure Remote accounts, CITRIX id’s, COGNOS id’s, Mainframe racf id’s.

EDUCATION

Pensacola Christian College

PTC Career Institute, Certificate

Nash Community College – Business Administration

COMPUTER SKILLS

Microsoft products (Office 2010, 2013, Exchange), Windows 7

Lotus products (Cc:Mail, Notes, WordPro, 123, ScreenCam).

VPN, Dameware, VMware

IBM Personal Communications

Active Directory

Cisco Switches, Routers

ShoreTel

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