Gregory A. Williams

Morrisville, N.C. *****

919-***-**** ad3gdd@r.postjobfree.com

Summary

Over 15 years as a Systems and IT Admin requiring planning, testing, problem solving and leadership skills. Accomplishments include installing Applications on PCs and Handheld devices, and software and hardware implementation in legacy markets. Also, troubleshooting applications, resolving PC Hardware and Software, Network, Server, and connection related issues.

Over 15 years as a Systems/ IT Admin requiring planning, testing, problem solving and leadership skills. Accomplishments are installing Applications on PCs and Hand held devices. Also includes troubleshooting applications and resolving PC Hardware and Software, Networks, Servers, and connection related issues.

Professional Experience

Understanding of ITILv3 processesLinux CLLI configuration for AT&T and T-MobileTechnical Support for AT&T and T-Mobile ServicesSupport of Lotus Notes IBM DB & Code 42 StorageAttended Carolina Career College for A+ Cert. 4/2017 9/2017; 7/2018 -10/ 2018Software Upgrades of Linux and Microsoft Applications utilizing Real Estate software packagesWindows OS: 7, 10; MAC High Sierra, Linux 6 & 7 Break fix repair, migration and upgrades of OS

ISO 9000 & Lead Assessor TrainingPublic Trust Security Clearance

Worked with SNOW dashboards and softskills Training

Familiar With Zoom communications

Education:

Perscolas Network Support Specialist training

Carolina Career College A-Plus Training

Durham Technical Community College Web Design

Alamance Community College Electronics Technology AAS

Technical Engineer (LEDCOR Contract) December 2019 – December 2023

•Take ownership of the problem, and assist with incident ticket creation, tracking, and follow-up with Durham County Employees.

•May assist with and resolve 10 - 30 calls and emails per day using the County痴 incident management system (currently ServiceNow).

•Provide technical assistance to DHHS customers in support of New Hires and Termination in AD. And the interaction with mainframe systems that support social services or TAX Admin users.

•Coordinate with help desk痴 Tier 2 support team in a variety of areas including incident ticket creation, problem tracking, taking ownership of the problem, and follow-up with the end-user.

•Provided Level 1 support for Parata痴 prescription filling machines; MAX and Mini product lines.

•Worked with Microsoft TEAMs platform to perform inbound/Outbound calls and to communicate with other associates.

•Utilized Windows XP, 7 & 10 OSs to guide customers through analyzing and resolving machine hardware and Software related issues remotely.

•Managed Parata痴 Apps for support of machine functions during the filling process.

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Technical Engineer (LEDCOR Continued) December 2019 October 2023

•Perform installation, repair, configuration and testing of moves, additions, changes and disconnects (MACD) on various Nortel, Fujitsu, Alcatel and similar products to support custvide a high level of customer service ensuring that any escalations or concerns are completed as requested and addressed in a professional and courteous manner.

•Perform appropriate tests on most signaling platforms including small to medium sized private branch exchange (PBX), digital signal (DS-0 through DS-3), and optic carrier (OC-3) to dense wavelength division multiplexing (DWDM)

•Test and splice optical time domain reflectometers (OTDR)

•Repair and maintain customer equipment to ensure optimal performance; includes mostly restoration activities but also preventative maintenance and installation activities.

•Worked with vendor support contacts to resolve technical hardware and / or software problems.

•Resolve internal and external customer inquiries per established guideline and documents in CRM system; consulted as appropriate with IT Specialists, Application Specialists, System Engineers, Management, and Global Customer Support.

•Migrated Peer-to-Peer Windows 7 to 10 PCs for Remote users and VP’s.

•Upgraded software and hardware on PCs accord to company policy.

oTech Used: Cisco server configurations; Telco troubleshooting; POS installations;

oMaintains a High Level of Customer Service-- Face to Face

oPerformed Server Installation for Papa John’s Restaurant

CSE Application Support (Contract) October 2018 – October 2019

Veterans Admin

•Technical oversight and leadership of delivery partner teams to ensure quality and resolution while monitoring patterns of incoming tickets and drive remediation activities to reduce volumes.

•Provided first level systems training to end users on the Vetpro application.

•Used trouble ticketing system effectively to track, update, diagnose, and/or resolve incidents reported by the customer (Health Care Professionals) within the Vetpro Application.

Desktop Support Windows 10 Migration L3 (Contract) January 2018 – July 2018

IBM Research Triangle Park, NC

•Performed hardware maintenance on Laptops, Desktops, and other equipment including diagnosis, recommendations, repair, upgrades and replacement as necessary.

•Researched Window10, MAC OSX, Linux issues and applications for resolution for DRirectors and VPs.

•Resolved Hardware and Software issues related to PC Operations and Office 365.

•Re-imaged MAC, Windows 7 and 10, and Linux Machines and or upgrades.

•Migrated Network-to-Peer Windows 7 to 10 PCs and MAC OSX to High Sierra for Remote users and VP’s.

•Resolved issues associated with Azure Windows 10 active directory.

•Upgraded software and hardware on PCs accord to company policy.

•Worked with company users to identify and resolve issues within the desktop environment.

•Created and maintained detail documentation of the IT systems and deployments.

•Built dashboards and reports within Service Now to capture resolution notes.

•Assisted users with the installation of cloud base storage solutions.

Desktop Support Windows 10 Migration L3 (Contract Continued:)

•Tech Used: Windows OS: 7, 10; MAC High Sierra, Linux 6 & 7 Break fix repair, migration and upgrades of OS.

•Software Upgrades of Linux and Microsoft Applications Active Directory updates Support of Lotus Notes IBM DB & Code 42 Storage

•Worked with SNOW dashboards

•Maintained a High Level of Customer Service—Phone and Email

L1 Help Desk Analyst September 2017 – January 2018

HCL America Regency Park Cary, NC

•Ensured that customer SLAs are met and that critical issues are addressed quickly.

•Resolved issues associated with Windows 7/10 active directory for PW resets.

•Installed OKTA for 2 level of Authentication on PCs and Mobile devices.

•Monitored and ensured installation of OS updates and assigned software applications.

•Involved in troubleshooting and resolving WI-FI and LAN related issues over the phone.

•Performed entry level network and systems administration tasks.

•Communicated regularly and effectively with clients with open support ticket statuses.

•Answered incoming calls that average over a 2000 per week between 8 agents.

•Followed detailed documented processes for completing task.

•Tech Used: Worked with SNOW dashboards

•Maintained a High Level of Customer Service—Phone, Email, and Chat

Software Upgrades (Contract) February 2017 – April 2017

SoftPro Corp Raleigh, NC

•Provided technical support via phone and remote sessions to SoftPro customers in the process of upgrading their current Suite of Software applications.

•Provided a high level of customer service to each customer he/she works with at all times.Worked in a call center remotely assisting customers with installations of our software suite of products.

•Accurately documented all customer issues, resolution steps, and gather feedback in support tracking software.

•Experienced with remote desktop control solutions for connecting to remote customers.

•Tech Used: Maintained a High Level of Customer Service—Phone

•Software Upgrades of Real Estate Applications on Servers and PCs

Contractor Freelance (Self- Employed) August 2016 – February 2017

•Developed sales and promotion of Web Sites for small businesses. supporting HTML5 and CSS3 Web Base protocol for Web Content Management.

•Assisted in the support of Networks, facilitates, storage, and duties to complete projects in customer networks.

•Repair and maintain customer equipment to ensure optimal performance; includes mostly restoration actvities but also preventative maintenance and installation activities.

•Resolved Hardware and Software issues related to PC Operations.

•Re-imaged Windows 7, and 8.1 to Windows 10 and restored desktop environments for customers.

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Contractor Freelance (Self- Employed Continued:)

•Tech Used: Maintained a High Level of Customer Service—Face to Face

•Utilized HTML 5 and CSS3 to pitch new designs for WCM

•Windows OS: 7, 10; Break fix repair, migration and upgrades of OS.

Network Operations Analysis (Contract) March 2016 – August 2016

Northrop Grumman Raleigh, NC

•Provided technical support for new and existing partners that utilize EDI for the transmission and receiving of data within the USPS network.

•Provided Tier 1 and Tier 2 support to external and internal customers working closely with Project Management, Networking, Developers, and Product Engineering to support deployments across 3rd party partner platforms.

•Utilized Service Now Ticketing system for tracking issues occurring within the USPS environment.

•Managed incidents associated with USPS network of servers, performing restarts when necessary on network elements and VMs or Calling Engineering to resolve issues outside of scope.

•Executed Linux commands on system backend to process and transfer data throughout the USPS network.

•Tech Used: Linux CLLI configuration for AT&T and T-Mobile; Maintained a High Level of Customer Service— Phone and Email; Examined AS2, SFTP, and FTP Log files for transfer of EDI through the USPS network.

Nabla Communications Inc. February 2010 – March 2016

Implementation Specialist Morrisville, NC

•Supported Linux O/S base CTM/TTY product for the hearing impaired for Ericsson.

•Diagnosed, Examined and Tested Server related hardware issues to determine the health and condition of Linux client Servers for AT&T and T-Mobile G3 products.

•Created customer documentation to test, troubleshooting and establish the health of servers in Live offices and configured, installed, and maintained local area network services.

•Researched COTS products for future migration of current Document Management System.

•Assisted Senior engineers in the support of Networks, Storage, and duties to complete projects.

•Managed incidents and outages during upgrades of equipment hardware during off-peak hours.

•Utilized bug reporting systems: JIRA and Bugzilla to track activities to closure.

•Provided 24x7 production support to resolved issues meeting or exceeding SLA Agreement.

•Created internal systems, operational procedures, network topology and hardware inventory for a Lab Environment to support customer base.

•Tech Used: Technical Support for AT&T and T-Mobile Services; Maintained a High Level of Customer Service—Phone and Email.

Apex Systems Inc. February 2009 - May 2010

Software Upgrades Engineer

CarQuest/GPI International November 2007 – January 2009

Sr. Quality Assurance Analysis

Sony Ericsson/Software Goldsmith Inc. January 2006 – November 2007

Field Application Test Engineer

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Motricity August 2005 – January 2006

Network Operations Administrator

MCI Data Repair Center/Tekelec (Contractor: Motis/Apex) August 2004 – August 2005

Network Administrator

Lucent Technologies, Cary, NC

Technical College/System Integration Test Engineer January 2001 – August 2004 .

Technical College/System Integration Test Engineer

July 2000 – August 2004

Works in conjunction with Product Mangers to define the project business needs and measures of Success.

Collaborates with internal and external business requirement stakeholders to understand customer and business needs and develop business requirements documentation. Creates consensus with business stakeholders and system stakeholders on requirements review and approval. Manage business requirements through design, development, testing, and delivery phases to ensure business needs are met. Creates business requirements change request for review and approval. Supports review of internal and external communications and training plans. Supports creation of updated business process documentation. Supports Business Readiness team on planning and deployment of assigned projects.

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