Desktop Support

William Stranahan

Norwell, MA 781-***-**** *************@*****.***

Senior LAN/WAN Analyst – Field Services/Retail

Managed IT related hardware and software for major retail company. Provided onsite and remote support to 32 sites in the New England area. This support included the installation, upgrading, and troubleshooting of hardware and software used in a retail environment. Extensive experience resolving issues remotely. Provided innovation in workflow such as rewriting wordy technical documents into easy to read checklists. Technical lead on many projects. Served as a primary source for coaching new hires on all aspects of the IT Analyst’s job.

Recent Project Highlights

Upgraded all desktops and laptops from Windows 7 to Windows 10 for 32 sites.

Setup and configured the network infrastructure for a new Macy’s Logistics furniture delivery site.

Replaced 53 existing Cisco switches with 45 new Meraki switches in six Macy’s stores

Installed Hyper-V servers in 14 Macy’s and Bloomingdale’s stores.

Replaced 105 NCR registers with new NCR XR7 registers in the Macy’s Boston store

Migrated email from Lotus Notes to Outlook and Office 365 for Macy’s and Bloomingdale’s users.

Professional Experience

Senior LAN/WAN Analyst – Macy’s Technology Sept 1998 to June 2019

Installed and managed Lenovo and Dell desktop PCs, laptops, and tablets running Windows 7 – 10.

Provided support for Microsoft Office products and email support for Exchange, Outlook, and Office 365.

Used Active Directory to manage users, computers, user groups, and file access permissions.

Used Windows Print Management to setup queues for network printers and remotely add local printers.

Utilized SCCM 2012 to push applications to client PCs and install Windows OS.

Provided level 2 and 3 help desk support for the 32 sites in the New England region.

Built great relationships with store management and associates, providing a high level of customer support.

Oversaw the Asset Management Inventory for four sites with more than 5000 pieces of equipment.

Utilized ServiceNow to report and track incidents, and to manage and track assets.

Maintained Dell PowerEdge servers, running Windows Server 2008, 2012, 2016 on Hyper V.

Configured, installed, and managed Cisco switches, and effectively resolved network problems.

Configured, installed, and supported the wireless networks using Motorola, and Zebra Access Points.

Provided after-hours on-call remote support for more than 200 sites on a rotating schedule.

Managed Apple iPad & iPod applications and firmware using Airwatch and Ground Control.

Built, installed, and maintained Point of Sale systems such as NRC RealPOS 9000 & NCR XR7.

Managed Rolm & Avaya PBXs, basic frame wiring, and VoIP with Cisco, Avaya, and Spectralink phones.

Previous positions: Analyst II - POS/Client Server - Federated Systems Group

Computer Operator / POS Coordinator - Jordan Marsh Co.

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