William Schuler

****-* ***** *********** *****

Sioux Falls, SD 57108-4883

605-***-**** adcooy@r.postjobfree.com

IT System Support Analyst:

Enterprise IT solutions provider Expert in resolving upper tier IT issues Trainer for all end-users Core Competencies

Proficient in resolving and troubleshooting technology issues in Microsoft and Linux/Unix based environments over the telephone, ticketing systems and in person o Microsoft Windows operating systems including: Windows 10/8/7, Windows Server 2016/2012/2008, Deployment Services, Internet Information Services, Active Directory, Exchange, SQL, PowerShell

Software / Application configuration, maintenance and upgrades o Microsoft Office Suite 365/2016/2013/2010/XP – Word, Excel, PowerPoint, Outlook, Access; SharePoint, Virtual Servers (VMware 5.2) and Networking

Configuration and maintenance of Network Services and Security o Networking Utilities: Active Directory, Group Policy, DNS, DHCP, VPNs, Routing and Remote Access protocols, RAID, SMTP configuration, TCP/IP sub-netting, LAN/WAN, Ethernet, IBM iSeries AS400 and Jack Henry mainframe systems

o Security Tools: Firewall and Proxy Server configuration, Antivirus applications, Disaster Recovery and Remote Management, Fault Tolerance tools, Network Hardening via Intrusion- Detection/Prevention systems

Computer hardware and software/driver installations and upgrades o Hardware: Hard drive and peripheral component installation; RAID; Hubs, Switches, Routers; Workstation set up, configuration and troubleshooting including multifunction devices, scanners, PCs, laptops, servers, routers, network devices, printers, and wireless devices

Dependable, technology savvy, flexible, proficient in advanced software and hardware options in Microsoft end-user environments, consistently seeking out and learning new skills and technology

Excellent problem-solving and analytical skills; strongly results-oriented with sharp attention to detail; experienced in encouraging and maintaining communication lines within a team environment

Effective, multi–level communication while discussing technical issues with end users and IT professionals alike; Reliable, Dependable, Professional & Service Oriented

Proficient in point of sale and banking proprietary software for enterprise Education and Certifications

Bachelor of Science, Computer Information Systems, Magna Cum Laude, National American University Certified CompTIA A+ IT technician, Network+, Project+ and Microsoft Certified Professional Help Desk Institute Certified Customer Service Representative Work Experience

2014-Present Technology Support Analyst II Great Western Bank Resolved higher tier technology issues and inquiries with over 85 percent first-call resolution, provided maintenance of computer desktop environment by analyzing requirements, monitored and responded quickly and effectively to requests received through the IT helpdesk, installed hardware and software solutions, multifunction devices, printers, peripheral equipment, and software. I supported the internal IT Helpdesk at 2nd tier, including administration and internal support of company PCs, printers, servers, and related equipment. I also maintained inventory and procurement of equipment, software and software licenses, printers, peripheral equipment, managed PC setup and deployment for new employees using standard hardware, images and software, assisted in administering all aspects of the Help Desk system software and was responsible in responding to after-hours business emergency support.

Daily tasks included end user support, license tracking, documenting internal procedures, and performing PC maintenance, upgrades and configurations, assigning users and computers to proper security groups in Active Directory, and monitoring service desk for tickets assigned to the queue in order to process first-in first-out based on priority, and modifying configurations, utilities, and software default settings for local workstations.

2012-14 Technology Support Analyst I Great Western Bank Troubleshot and resolved various technology issues, including, but not limited to, PC/laptop/network hardware malfunctions/replacements, bank hardware/software procurement and installation, as well as functionality troubleshooting and training in Windows and IBM iSeries AS400 operating systems, printer malfunctions, E-mail configuration/functionality issues, system/files recovery, network and power outages, and password resets - all within timely resolution requirements for regional bank branches. Special projects included: successfully upgrading imaging capture equipment for all branches, updating branch site layout maps with machine and network port IDs, drafting and maintaining application and equipment standard operating procedures, and maintaining equipment inventories. 2012 IT Systems Consultant Unbounded Solutions

Designed and architected the Active Directory migration for users, mailboxes, computers, servers, groups, OUs and GPOs from Capsugel AD Forest to Pfizer AD Forest after acquisition.

Analyzed and documented the state of the existing client’s Active Directory structure and provided recommendations for new transformation design, which was signed off by client.

Performed complete due diligence, identification of risks, dependencies, and mitigation activities to meet Active Directory structure requirements of client transformation.

Completed 30+ Windows Server 2008 R2 server builds for Active Directory Domain Services, DHCP, DNS, NPS, WINS, Active Directory Certificate Services, and Active Directory Federation Services, global catalog placement, and hardware requirements for client sites located in United States, Europe, and Japan.

Composed comprehensive minutes of daily meetings and Active Directory transformation project activity tracking updates as required by the Senior Technical Manager and Group Operations Manager and uploaded the same to team SharePoint 2010 site.

Tracked data for over 300 client servers in Unites States, Japan, and Europe to include region, machine name, IP address, roles, and MAC address.

Drove the development and customization effort and managing offshore development team.

Provided support for development team and solving outstanding issues and roadblocks to ensure quality and timely deliverables.

Supported Exchange migrations; provided day-to-day support for legacy and Exchange 2010 E-mail environments; checked health of Exchange 2010 environments 2011 Field Service Technician CompuCom, Inc.

• Installed, repaired, and troubleshot PC and server system boards, monitors, hand-held scanners, and printers for Target and Home Depot stores. Trouble tickets were tracked and monitored via online ticketing system.

2010 PC/Network Technician Bell Incorporated

Imaged and personalized PCs and laptops before deployment

Assisted with adding and modifying network users

Tracked file storage, new and used equipment inventory, and file security 2006-10 IT Support Specialist Early Childhood Connections

Successfully interacted with customers in person and via telephone (average 50-75 contacts daily) to provide information on and registration for core enrichment programs to educate child care workers

Performed electronic accounting tasks for AR/AP, general ledger, and payroll

Executed and maintained forms, reports, and queries for 3,500 classes, 5,400 students and 50 teachers using Microsoft Access database software

Composed documentation for educational materials, websites, grant applications and reports

Assisted with PC management, support and training to employees, instructors and students 2007 Field Project: installed 57 file servers and All-in-One devices at all State Farm offices in the state of Sioux Dakota

1994 – 2006 Computer Specialist Mni Sose Intertribal Water Rights Coalition

Composed and edited comprehensive meeting minutes, correspondence, reports, and technical documents completely before distribution to successfully obtain core program funding and report program progress in a timely manner

Created and maintained websites for the company and three separate contracts

Assisted in preparation of over 6 successful core grant proposals and budget justifications

Reconciled corporate bank statements and compiled financial status and tax reports

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