Desktop Support Information Technology
Resume:
William Yancy
Houston, TX, *****, US
*******@*****.***
linkedin.com/in/william-yancy-848422268
As an Information Technology Professional, I am an extremely organized, technical expert that specializes in providing solutions for the most challenging IT issues. With twenty-two years' experience in the technology industry, I possess expertise in video protocol infrastructure, desktop support, network device deployments, and information technology management. Extensive experience over the last five years in O365 and exchange. I am seeking a Global IT Service Desk Manager/ Director opportunity that will allow me to showcase my knowledge, skills, and abilities in O365, Exchange, video, network, software, and desktop support. Authorized to work in the US for any employer.
Work Experience
IT Manager
Be A Champion, Inc. - Houston, TX
October 2020 to Present
• Manage all IT systems and applications as it relates to information technology for Be A Champion
• Office 365 cloud and Exchange administration.
• Develop policy and procedures to streamline processes for better productivity.
• Readily respond to the needs of staff in various locations.
• Desktop support and software administration for the organization. IT Director
JSA Health Telepsychiatry
June 2013 to May 2020
• Installation and Maintenance of Lifesize Clear Sea server
• Physician Setup and Orientation of JSA Video Equipment
• Lead all Information Technology projects for JSA Health
• Rollout of JSA Call Tracker Version 1 and Version 2
• Consult with Client Organizations on network and firewall issues.
• Maintain the Securities of JSA information.
• Network management of Servers to provide redundancy.
• Manage internet lines and computers for physicians.
• Communicate with IT managers and directors of client organizations.
• Technology on-boarding for new clients and physicians
• Audio and Video test regularly with clients and physicians
• Responsible for assisting physician migrate into Epic
• Epic administrator for physicians working at various hospitals.
• Trained physicians in various EMRs (Epic, Cerner, PrognoCIS) IT Consultant (Co-Owner)
Technologies Global - Spring, TX
November 2007 to June 2013
Plan, direct, and coordinate the development, implementation, deployment and operation of information systems and technology solutions for business needs.
• Provide supervisory and technical oversight for core services in regard to enterprise IT infrastructure.
• Provided IT expertise, candidate solution analysis, solution design synthesis, trade off analysis, technical risk analysis, solution acquisition preparation for companies such as Prosperity Marketing Alliance, Health
Insurance Alliance, Banner Thunderbird Medical Center, and Cardiology Outpatient Service.
• Reviewed project plans to plan and coordinate project activities.
• Consulted with users, management, vendors, to assess computing needs and systems requirements. Desktop Support Level III
Mental Health Mental Retardation Authority of Harris County September 2007 to June 2013
• Team Lead in the rollout of Polycom Video Systems
• Acted as Project Lead in the rollout of agency's virus protection to all desktops.
• Acted as Project Lead on ShorTel VOIP deployment project.
• Directly support 22 locations with software, hardware, and desktop support issues
• Assisted in implementation of a disaster recover site for a server failover.
• Provides Level II technical support for the agency staff. System Support Specialist
Mental Health Mental Retardation Authority of Harris County September 2001 to September 2007
Responsible for maintenance and support of approximately 100 networked workstations throughout MHMRA's
Neuro Psychiatric Center, Crisis Residential Unit, and Mobile Crisis Outreach Team. Primary task is on- site response to and timely resolution of end-user computer issues and network issues ranging from password resets to complex application and operating systems troubleshooting.
• Directly supported the Neuro Psychiatric Center with software, hardware, and desktop support issues
• Assisted in the rollouts of Office 2003
• Provided Level I technical support for the NPC and MCOT staff
• Created multiple databases for agency wide use
• Set up email and user settings
• Provided database administration for site managers Officer-in Charge (Postmaster), Supervisor, Distribution Clerk United States Postal Service
May 1992 to May 2001
Responsible for attaining budget goals, financial and operational planning, payroll, employee performance, decision making, and problem resolutions for customer and employee complaints and grievances.
Key Contributions
• Analyzed financial position, prepared budgets.
• Reviewed business procedures.
• Managed up to 150 mail carriers and distribution clerks.
• Initiated the "Million Mile Award" which recognized employees for outstanding safety performance.
• Improved office operations resulting in increased productivity and decreased overtime and sick leave.
• Served as liaison between management and employees to ensure strong labor relations. Education
Master Business Administration
WGU
2023 - Present
Bachelor of Science in Information Technology Management WGU University
2019 to 2023, BSITM
Southern Methodist University, School of Engineering 2000 to 2001
Bachelor of Science in Management Information Systems Houston Baptist University
1994 to 1996
University of Oklahoma
1991 to 1993
Skills
• Exchange
• Microsoft 365 / SharePoint
• PDA and Smartphone Technology
• 97/98/2000/2003/2007/2010/2013/2016
• Ethernet
• TCP/ IP DHCP & DNS
• Microsoft Server 2000/ 2003/ 2007
• Protocols
• Lifesize ClearSea Video Technology
• Microsoft Server 2010
• Trackit- Helpdesk
• Polycom Video Technology
• H.323 Video Protocol
• ShoreTel VOIP Technology
• SIP Video Protocol
• 2003/2007 Spam Filtering
• HP Printing and Server
• UVC Server
• MacAfee EPO Security
• PC and Server Patch Management
• Remote Desktop Solutions
• Adobe
• Customer Service
• Network Administration
• Vendor Management
• Excel
• Strategic Planning
• IT Management
• VoIP
• Active Directory
• System Administrator
• System Admin
• Network Support
• LAN
• Troubleshooting
• Technical Support
• Project Management
Assessments
Technical Support: Customer Situations — Highly Proficient February 2020
Responding to technical support situations with sensitivity. Full results: Highly Proficient
Technical Support — Highly Proficient
February 2020
Performing software, hardware, and network operations. Full results: Highly Proficient
Technical support — Highly Proficient
February 2020
Performing software, hardware, and network operations. Full results: Highly Proficient
Work style: Conscientiousness — Highly Proficient
August 2020
Tendency to be well-organized, rule-abiding, and hard-working Full results: Highly Proficient
Contact this candidate