Thomas Willson

Qualifications:

Experience in providing technical support for an NFL Team, Charter School, Financial Call Center, Restaurant Call Center, the camera system known as SCOUT for the Kansas City Metro area in the state of Kansas and the State of Missouri, and Manufacturing at the Harley-Davidson Plant

Perform upgrades, configure, and build computer systems

Provide technical support for the Kansas City Chiefs LAN (Local Area Network)

Always work in a team environment with at least 2 other people

Education in Network Systems Administration from a highly respected technical university

Education in Network & Communication Management from a highly respected technical university

Interpersonal Skills

Education in Master of Business Administration with an emphasis in Network and Communication Management

Education:

Keller Graduate School of Management; December 2014

Master of Business Administration (Network and Communication Management) - GPA 3.87

DeVry University-Kansas City, MO; February 2012

Bachelor of Network and Communications Management - GPA 3.87

Dean’s List and President’s List

DeVry University, Kansas City, MO; June 2010

Associate of Applied Science-Network Systems Administration - GPA 3.83

Dean’s List and President’s List

Technical Skills:

Operating Systems: Windows NT/2000/XP/Vista/7/8/10. Windows Server 2003/2008/2012

Hardware: CD-ROM/DVD ROM installation. Card Installation (Video, Sound, network, and modem), hard

drive installation/formatting/partitioning/troubleshooting, and cable/DSL modem installation/troubleshooting

Network Devices: LAN/WAN, Servers, Workstations, Switches, Routers, Gateways, Firewalls, WAPs, IP Phones

Network Services: Active Directory, VoIP, VPN

Protocols: TCP/IP, SS7, HTTP, FTP, DHCP, SIP, EIGRP, RIP, IGRP, DHCP, DNS

Software: Microsoft Office Suite (Word, Excel, Visio, Power Point, Outlook, and Access), VMware, Archtics, and Archtics upgrades, Ice Fish, and Fan User, Acronis Backup, Recovery, and Clone, AOS, Crystal Reports, Skype for Business

Experience:

Faurecia Interior Systems November 2018 - Present

Local IT Technician

Support the assigned facility in the daily operations of the local network, IT hardware and software systems connected to it.

Serve as the administrator for and provide user support of information and communication business systems, telecommunications and related issues.

The main missions of the role are to:

Support IT issues and users with shop floor/Manufacturing Execution Systems (Level 1 Troubleshooting)

Engage L2 or L3 support when needed

Server disk space management and OS patching

Faurecia Interior Systems November 2018 - Present

Local IT Technician

Hardware troubleshooting and replacement

Support users for MS Office or other PC subjects as a result of the escalation of a Stratos Help Desk system ticket

Work with other members of the IT organization to provide solutions to user issues

Keep IT management up to date with local and system changes

Create and escalate support tickets using the Stratos Help Desk system

Desktop/Laptop setup and distribution

Basic Network Troubleshooting and Support

Execute failover/failback of shop floor systems on a periodic basis.

Ensure back up of systems is properly working

Manage local IT budget

Perform other duties as assigned by the plant leadership and the IT Region Leader

Communicate on a daily basis with plant management. Be part of the plant management daily meetings

Syncreon U.S. February 2016 - Present

OSC (Operational Systems Coordinator)

Working at the Harley-Davidson Motorcycle Manufacturing Plant

General AOS Support including but not limited to

oMaintaining AOS login ID’s

oReport reprints (labels, rack summaries)

o(warranty labels) you may have to create them manually in the AOS Toolkit

oAOS end user training

oBasic commodity configurations

oTraining cell maintenance

oGap in Sequence

oOut of Stock

oCKD Orders

Update and Maintain the Sites local IT FMEA & Control plans (Failure Mode and Effects Analysis) to keep in line local sites infrastructure changes. Refer to FRM GLO 022

General End user device support

oZebra label printers & HP printers

oSupport printer issues in the office (HP Printers)

oSupport hand-held scanners on the plant floor

oSupport Pocket PC's on the plant floor (AOS only)

oSupport desktop computers

oSupport laptop computers

oUnlock accounts in Active Directory

oImage laptops, desktops, and Pocket PC's

Assist the Solutions Analyst when needed (with approval from operations manager)

oAssist SA with UAT test plans for AOS patching.

oAssist with Commodity Launch / Changes

oOther General Items not addressed (with approval from operations manager)

Submit tickets to the service desks (Syncreon & Harley-Davidson)

oSyncreon (My Support) https://itsupport.syncreon.com/user/dashboard

oHarley-Davidson email KC Command Center (adcf33@r.postjobfree.com) or Channel 3 on the radio Harley-Davidson IT Services Shop https://harley.service-now.com/ess/

Once a week take inventory of the copy paper and labels for the plant floor have them sent to the plant from Airworld

Help with any & all IT projects – Corporate and local driven

Assist with acquiring and purchasing IT equipment.

Syncreon meetings when needed

Cleaning of any & all IT equipment

Incident Management refer to WI GLO 035

Troubleshoot any & all Syncreon IT Equipment

EAR forms for hardware, software, and other IT items and or issues for ordering purposes.

Syncreon U.S. February 2016 - Present

OSC (Operational Systems Coordinator)

Production system testing post complex RFC or major changes including but not limited to network, server or AOS application changes.

Enter Assets into the CMDB/Asset Database (any and all IT Equipment)

Document any and all work processes and procedures, including FMEA (even when they change).

Coordinate work (RFC’s) to keep our servers and network infrastructure up to date and secure. Server patching, server updates, server upgrades, and updating network settings

Order toner and labels for all printers on the production floor and the office

Assist with racking and configuring network and server equipment.

Install switches and patch panels in the racking of the IDF’s on the plant floor and the server room

Keep track of and coordinate end user device repairs

Order parts for repair

Maintain IT Hardware inventory counts

Adaptive Solutions Group March 2015 - January 2016

IT Consultant

Worked at AMC Theatre Support Center

Process hardware tickets for all theatres

Heat ticketing system

Use UPS & FedEx tracking daily

Use Excel daily

Send & Receive email daily

Use Lync daily to communicate with other employees and assist customers with issues

Paige Technologies October 2014 - February 2015

IT Consultant

Worked at Redemption-Plus

Received phone calls, emails, and helpdesk tickets using spiceworks ticketing system daily for different IT requests

Imaged computers using Fog Server

Created instructions and or changed notes of instructions for what I do on a daily basis

Dealt with Dell warranty issues and other third-party vendor issues on a daily basis

Responsible for printer toner and other items that need to be ordered

Install software such as Office 2010 suite, MAS200, and other software as needed by the user

Troubleshoot hardware and software issues either in person or over the phone

Google Apps Administrator

Gmail Administrator

Installed Server in Rack

Installed Windows Server 2012 and Setup Domain Controller with DNS and WINS

Programmed Dell Switch

Uninstall and decommission Windows Server 2008 and Windows Server 2003

Express Employment Service April 2014 - September 2014

IT Specialist

Worked at CSTK Inc. & Velociti Inc.

Receive phone calls and emails daily for different IT requests

Image computers using Acronis software on a bootable flash drive

Ship computers and other parts all over the world via Fed Ex

Created instructions and or changed notes of instructions for what I do on a daily basis

Deal with Dell warranty issues and other third-party vendor issues almost on a daily basis

Express Employment Service April 2014 - September 2014

IT Specialist

Order computers from Dell

Responsible for printer toner and other items that need to be ordered

Install software such as Air Magnet, LAN Planner, Office 2010 suite, Visio, Project and other software as needed by the end user

Troubleshoot hardware and software issues either in person or over the phone

Research solutions to resolve minor issues introduced after installing new computers and/or software applications.

Testing of equipment before deployment to end user

Modis Inc. Overland Park, KS January 2014 - April 2014

IT Helpdesk Analyst

Worked on Project with Applebee’s Corporate Restaurants

Upgrading and Migrating 600 or more Restaurants to Windows 7

Call Center Environment involving inbound and outbound calls

Also helping process other hardware and software incidents involving third party vendors

Use Lync daily to communicate with other employees and assist customers with issues

Transcore Lenexa, KS January 2013 - November 2013

Field Technician I

Clean camera dome

Label cameras & cabinets

Clean cabinets

Troubleshoot camera issues (change camera and camera control board or any other equipment in the cabinet)

Track daily vehicle mileage & hours worked

Genesis Promise Academy Kansas City, MO December 2011 - June 2012

IT Support Specialist

Repair Desktop and Laptop computers

Maintain Computer Lab

Teach computer literacy class to Kindergarten thru Eighth grade students

Help Eighth grade students pass computer proficiency exam to go on to ninth grade

Provide help desk support phone resolution or desk side support, including software installations and upgrades, adding memory, and any and all other peripherals

Reimage and image computer systems for both laptops and desktops

Testing of equipment before deployment to end user

National Processing of America-Overland Park, KS June 2011 - October 2011

Desktop Support Analyst

Provide help desk support phone resolution or desk side support, including software installations and upgrades, adding memory and setting up email

Provide technical support for 100 plus employees along with 2 team members

Reimage and image computer systems both laptops and desktops

Administer the ShoreTel phone system, including individual user setup

Write checklists and procedures for all processes and procedures that I did on a daily basis

National Processing of America-Overland Park, KS June 2011 - October 2011

Desktop Support Analyst

Setup and administer LivePerson (online live chat program) responsible for the whole project including setup and daily administration

Answer support phone calls, support emails, and in person requests, also helpdesk tickets from Spiceworks ticket system

Responsible for organization and ordering of supplies and software

Install and troubleshoot printers

National Processing of America-Overland Park, KS June 2011 - October 2011

Desktop Support Analyst

Help maintain spread sheets of who had what type of equipment and where it was in the building, this included computers, printers, copiers, scanners, and cell phones for auditing purposes.

Kansas City Chiefs-Kansas City, MO March 2009 - April 2011

IT Helpdesk Support

Provided help desk support, including software installations and upgrades, adding memory and setting up email on cell phones

Provided technical support for 200 plus employees along with 6 team members

Add, Modify, and Delete account in Active Directory for all employees

DNS & DHCP

Grant and or Change file and share permissions via Active Directory using and or creating group policies

Microsoft Server 2003 & 2008

Create and modify accounts in Microsoft Exchange Server 2007 & 2010

Performed email migration from Exchange Server 2007 to Exchange Server 2010

Basic understanding of SLAs (service level agreements)

Set up client/server environments by creating accounts and password authentication

Reimage and image computer systems both laptops and desktops

Responsible for cataloging, running, and rotating critical offsite backup tapes

Answer support phone calls, support emails, and in person requests

Responsible for organization and ordering of supplies for the stock room

Resolve minor synch issues with Outlook on wireless devices

Add, modify, and delete user accounts on Blackberry Enterprise Server and daily administration of the Blackberry Enterprise Server

Install and troubleshoot printers

Help pack and unpack computers and peripherals for training camp

Provide support for training camp

Assist network engineer and various contractors with cross connecting network cables to Cisco Switches

Provide LAN/Wireless data connectivity to Scoreboard/LEDs, Security/Web Cameras, Press Box/Stats, Point-of-Sale Concessions, ATMs, and Environmental Controls.

Help maintain several spread sheets of who had what type of equipment and where it was in the building, this included computers, printers, copiers, scanners, and cell phones.

Research solutions to resolve minor issues introduced after installing new computers and/or software applications.

Testing of equipment before deployment to end user

Created procedure manual for daily operations of my position

Remote assistance to offsite users

Responsible for cataloging, running, and rotating critical offsite backup tapes

Answer support phone calls, support emails, and in person requests

Responsible for organization and ordering of supplies for the stock room

Resolve minor synch issues with Outlook on wireless devices

Add, modify, and delete user accounts on Blackberry Enterprise Server

Install and troubleshoot printers

Help pack and unpack computers and peripherals for training camp

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