Desktop Support Network Engineer
Resume:
Michael Williams
Knoxville, Knoxville, TN
********@*****.***
Summary
INTRUSION DETECTION SYSTEM
ANTENNA
UHF
INSPECTIONS
CCTV
SYSTEMS SUPPORT
TELECOMMUNICATIONS
ACTIVE DIRECTORY
COMPUTER SUPPORT
INTERNET EXPLORER
TROUBLE TICKETS
PIX FIREWALL
PRINTERS
ROUTER
SYSTEMS MANAGEMENT
TELCO
CIRCUITS
FIREWALL
NETWORK PLANNING
TELECOM
INTRUSION DETECTION SYSTEM
DATA MANAGEMENT
PROCESS IMPROVEMENT
WORKSTATIONS
CALL CENTER ENVIRONMENT
NETWORKING
LAN
CABLING
Skills
Experience
Desktop Support Technician 05/2015 to 06/2020
GC Services LLC
• Install, maintain and support PC systems, peripheral devices mobile devices and associated infrastructure
• Perform hardware diagnostics and execute repairs in a timely fashion to ensure customer satisfaction
• Provide second level support for all hardware and software escalations from the helpdesk
• Resolve complex technology issues escalated by senior management
• Plan, schedule and execute computer equipment installations, imaging, upgrades and replacement projects
• Leads complex and/or large scale hardware/software projects
• Provide off-hours support on a rotating basis to include nights and/or weekends
• Review, prioritize and work trouble tickets within Remedy ticketing system with a high sense of urgency
• Configure computers for connectivity to offsite Environmental software venders along with Citrix Server connectivity.
• Diagnoses and repairs computer hardware/software issues and deploy new computers/software.
• Maintain user and computer entries in Microsoft Active Directory. Helpdesk Technician/IT Systems Support Specialist 03/2013 to 05/2015 Hewlett Packard Sumter, SC
• Performs helpdesk duties such as receiving calls and troubleshooting user computer/network problems for 100+ user environments.
• Performs cost analysis for lease contracts for printers, Data/Telco circuits. (process improvement)
• Answers approximately 15-20 calls per day in an inbound call center environment.
• Coordinated an IP conversion for Sumter, SC site, which resulted in making each LAN environment unique for corporate network model (process improvement).
• Responsible for troubleshooting vendor-oriented websites and browsers, including Internet Explorer, Firefox, Safari, and other browser platforms.
• Utilizes host and non-host applications in order to support IT problem resolution.
• Makes recommendations for unique customer's needs and offers process improvement techniques.
• Provides input to business units using ITIL methods and solutions.
• Configure computers for connectivity to offsite Environmental software venders along with Citrix Server connectivity.
• Diagnoses and repairs computer hardware/software issues and deploy new computers/software.
• Maintains user roaming profiles and password resets through Microsoft Active Directory. Information Technology Specialist 06/2012 to 12/2012 Midlands Orthopaedics Columbia, SC
• Performed helpdesk duties such as receive calls and troubleshoot user computer/network problems either over the phone or site visits for 400+ user environments.
• Configured computers for connectivity to off-site medical software vender that hospital used for medical data management.
• Diagnosed and repaired computer hardware/software issues and deployed new computers Technical Specialist 01/2011 to 06/2011
VA Outpatient Clinic Myrtle Beach, SC
• Install, terminate and certify 80,000+ ft cat6 and cat3 cabling for new office in Myrtle Beach, SC
***Personal Leave - Caring for sick relative out of state October 2007 to December 2010 Technician 05/2006 to 09/2007
South Carolina State Military Department Columbia, SC
• Responsible for performing installation, commissioning, service and inspection activities on intrusion alarm systems, access control, CCTV, intercom, PA Systems and other PC based Systems located within Army National Guard weapons vaults throughout the state of South Carolina.
• Required to lead large projects, direct technicians and subcontractors.
• Participated in emergency after-hours service on-call system. Helpdesk Technician/Network Engineer 05/1995 to 09/2005 CSC Blythewood, SC
• Responsible for handling approximately 40-50 calls per day in an inbound call center environment.
• Served as liaison between global Line of Service and Business Unit coordination for problem resolution, and provided guidance to entry level analysts (process improvement).
• Accepted various tickets from the helpdesk for problem resolution, such as remote/local customer network connectivity issues.
• Handled password and account resets.
• Utilized Remedy ticketing system to track tickets.
• Provided input to business units using ITIL methods and solutions.
• Configuration of Cisco Pix Firewall, Switches and Gateways.
• Utilized host and non-host applications in order to support IT problem resolution.
• Makes recommendations for unique customer's needs and offers process improvement techniques.
• Provided guidance to entry level analysts.
• Senior Communications Analyst duties include competent to work on complex aspects of voice and data communic ations network planning, design, and implementation.
• Travel included Global LAN Infrastructure/Computer support of CSC offices in Greenville and Charleston SC with occasional projects in Austin TX and Boston MA
Electronic Technician 03/1982 to 05/1995
South Carolina National Guard Columbia, SC
• Shop mission is to perform direct support, general support and limited Depot Maintenance, overhaul and repair of a wide variety of usually self-contained and functionally independent electronic/communication devices, computers and related devices supported by the shop.
• Conducted inspections, diagnosed nature and extent of equipment malfunc tion, and determined whether equipment may be economically repaired or declared unserviceable and perform required maintenance to restore equipment to a serviceable condition.
• Items such as: Computer Workstations, fire control computers and components related to computer networking; AM, FM, SSB, TDM, PCM radio sets, radar, mine detectors, single band sets UHF/VHF, signal generators, audio oscillators, recorders, radio relay systems and related antenna systems, remote control devices, circuits, transmitters and receivers, switchboards, test sets, and microwave/multichannel units. Education
IntelSat Training Center Washington, DC
1998 IntelSat Training Center
Washington, DC
Opnet Network Modeler
2003 Midlands Tech Cisco Information Services Course vocational: Management
Midlands Technical College Columbia, SC
1995-1996 Midlands Technical College
Columbia, SC Telecommunications Systems Management 1996 CrossComm
Marlborough, MA
Router/IMS Station Entry level Management
CBS Training Center Newark, NJ
1996 CBS Training Center
Newark, NJ
Hands On Frame Relay
certification
Midlands Technical College Columbia, South Carolina 1986-1987 Midlands Technical College
Columbia, South Carolina
Electronics Technology (Digital)--Certificate
Computer Systems
U.S. Army Field Artillery School Fort Sill, Oklahoma 1987 U.S. Army Field Artillery School
Fort Sill, Oklahoma
Computer Systems/Network Repairer - Diploma
U.S Army Signal School Fort Gordon, Georgia
1986 U.S Army Signal School
Fort Gordon, Georgia
Field Systems COMSEC Repairer (Transit)--Diploma
U.S. Army Signal School Fort Gordon, Georgia
1983-1984 U.S. Army Signal School
Fort Gordon, Georgia
Field Systems COMSEC Repairer (Crypto)--Diploma
Non-Commission Officer School
1984 Non-Commission Officer School--Diploma
U.S. Army Signal School Fort Gordon, Georgia
1981-1982 U.S. Army Signal School
Fort Gordon, Georgia
Field Systems Radio Repairer--Diploma
high school or equivalent
Stonewall Jackson High School Charleston, West Virginia 1974-1977 Stonewall Jackson High School
Charleston, West Virginia--Diploma
Additional Information
Contact this candidate