Technical Support Desktop
Resume:
William A. Stanford
Merrimack NH *****
aczhz3@r.postjobfree.com
Professional Experience:
SoftWare Concepts International, Nashua N.H.
May 2013 – January 2017
Windows IT Specialist
Provided Tier 1 to Tier 3 Helpdesk support to clients via email, telephone and trouble ticket management system to resolve issues as they arose.
Worked with Windows 7, Windows 8.x, Windows 10, Servers 2008, 2012. 2012 r2,
Managed and maintained Azure Cloud Backups, Microsoft DPM,VERITAS Backup Exec, Trend Antivirus, Vipre Antivirus, Kaseya Patch Management and remote control
Supported local and remote end user application issues
Remote and desk-side installation of monitoring software, engineering tools, and patches.
Provided support for desktops, laptops and printers.
Imaging and deploying new and redeploy systems.
Schedule and monitor Azure Cloud Backups, Local Workstation Backups, MS DPM Backups as well as monitor customers backups at remote sites.
Maintained all relevant documentation for SCI and Customers using Wikipedia Web Site.
Documented all end-user interactions in Custom Ticketing System
Preformed System Updates on Company and Client Servers,
Maintained ProofPoint Email; Security website to include Administration, and updating white list.
Administered Kaseya Virtual System V9.2. Modules I was directly responsible for were, System Audits, Agent Procedures, Agent Monitoring, Patch Management and Remote control.
Administered Microsoft Server 2012 R2 Hyper Server.
Self-Motivated and able to work with little supervision.
Ability to both prioritize and multi-task in a dynamic and changing organization.
Broadcom, Andover Ma
March 2012 – 1/19/2013
Level II Desktop Support Technician
Supported local and remote end user support issues.
Diagnosed and resolved requests utilizing WebEx, RDC, Cisco VPN.
Remote and desk-side installation of various software packages, engineering tools, and patches utilizing SCCM.
Provided desk-side support for desktops, laptops, tablets, BlackBerrys, IPhone and printers.
Imaging and deploying new and redeploy systems.
Perform new hire user education.
Documented all end-user interactions in Remedy ticketing system.
Managed all open requests in Remedy in a prompt and timely fashion.
Recovered data from hard disk drives and/or performed data migrations.
Supported remote access for VPN and wireless communication of laptops and IPhones.
Activated network ports and worked with the networking team to troubleshoot port related issues.
Troubleshoot network printer issues, Remote Access (SecurID) account issues and Windows domain account issues.
Directly responsible for logistics of incoming and outgoing stock, and inventory control.
Health Dialog (Bedford N.H.)
August 2009 – Feb 2012
Application Delivery Support Technician
Provide application support for our coaching and analytical staff
Provide monthly data reports
Update client facing websites on monthly basis
Work closely with the deployment and development teams.
Monitor call queues for problems tickets and triage calls.
Monitor Requests and tasks for new account creations or terminations or role changes.
Update Resource Data records on a monthly basis.
Perform On Call duties on a Bi Weekly basis.
Work with other teams in the organization to track the resolution of issues.
Health Dialog (Bedford N.H.)
July 2007 – August 2009
Tier II Senior Desktop Support Technician
Provided second line technical support for our coaching, application and development staff, as well as home based staff.
Monitored Infra Ticketing System call queues for problems tickets
Directly responsible for Inventory control of desktops, laptops, printers and various other company hardware.
Assisted in creating and maintaining documentation for Client Support procedures.
Replicate customer problems to give a test case to development engineers and QA department.
Assist the documentation department by reviewing new documentation or documentation updates
Assists in researching product functionality for some documentation needs
Used SCCM to update and install applications
On Call rotation for after hour support.
Prepared new and older equipment for use with company imaging software.
Hudson School District (Hudson, NH)
July 05 – January 2007
Network/LAN Support
Technical Support for all school computer related functions, including Windows 2000 Server updates and maintenance.
Directly responsible for 2 School buildings which included servers and workstations that were used by Administrative Staff, Teaching Faculty and Student Faculty.
Took lead role in implementing a web based Help Desk support application.
Documented LAN/WAN network designs, management, and administration procedures.
Created a Microsoft Access Check In/Check Out database for Staff attendance.
Directly responsible for selecting and installing a Linux Desktop O/S for students to use as a research lab and as a computer workshop area.
Directly responsible for over 300 end users which include monitoring server backups, restores and event logs.
Responsible for creating and deleting Users Accounts, setting passwords, home drives, and email accounts on the Exchange 2000 Server.
Responsible for rolling out an Asset Tracking application to entire school district.
Helped configure and setup a District wide Windows Update Server which streamlined the ability to keep critical security updates applied to all district servers and workstations.
Installed, Configured and implemented a Symantec 10 Enterprise Antivirus Solution to the entire School District.
SSA Global (Chicago, IL)
Sep 98 - Aug 04
ERP and Ecommerce Technical Consultant
•Lead Technical Support Consultant for various Leanware Enterprise and E-Commerce, Baan ERP software implementations on both Microsoft Oracle and databases.
•Directly responsible for installation, administration of Ecommerce and ERP Platforms.
•Participated in all aspects of the testing and installation of the communication interface releases.
•Sized and installed the O/S and the E-Enterprise Applications onto IIS Web Server.
•Substantial experience in installation, backup, administration on Microsoft SQL databases.
•Supported Multi-Site locations consisting of over 1400 employees during GO LIVE process by acting as the interim Baan ERP System administrator and performing light tools and administrative tasks.
•Developed platform installation procedures for a BETA Leanware Enterprise System interfaced to a Baan ERP HP Unix server.
•Worked with Baan Planner as an implementation consultant on Oracle database.
•Documented LAN/WAN network designs, management, and administration procedures.
•Supported, monitored, and tested as well as trouble shot hardware and software problems pertaining to LAN /WAN environments at various customer sites.
••Performed Help Desk duties for PRE and POST E-Commerce / ERP implementations.
Education and Training:
•Maintaining Sql Server 2005 training 2007
•Windows 2003 Server Management and Administration 2005
•Various Microsoft classes (Access, Excel, PowerPoint), 1998 – 2004
•UNIX Admin training, 2000
•Baan Tools training, 2000
•Novell CNA, 1998.
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