William K. Boga

*** **** **.

Corinth, ME ***27

Home 207-***-****

Cell 207-***-****

adt06y@r.postjobfree.com

CAREER OBJECTIVE: Seeking opportunities which take advantage of my current specialties in IT Support and Audit Compliance, customer support, Windows servers and desktops, virtual machines, networks, printers and quality assurance, along with opportunities to learn new skills.

SKILLS SUMMARY

Results driven, highly experienced professional with many years of experience in a broad range of skills in the area of PC/LAN desktops, servers, audit compliance and quality assurance:

Able to work individually and/or as part of a team supporting a large client base both in person, and via phone/email, prioritizing support based on the business requirements.

Currently supporting multiple operating system versions running on physical and virtual systems.

Focusing on IT Support and Audit Compliance ensuring servers and desktops are current with Windows patches, anti-virus updates, etc., utilizing multiple tools to monitor and update systems.

Using technical, project management and process improvement expertise to affect positive results.

MAJOR ACCOMPLISHMENTS

Personally identified an issue with missing software update shipments, then designed and implemented over a 6-month period a process which prevented the loss of automatically shipped updates to customers. This saved IBM $5.5 Million in the first year following implementation.

As project manager and team leader, coordinated two separate projects in a major company that resulted in absolutely no lost time for the customer when migrating over 700 systems (twice in 4 years) in a call center to new hardware and operating systems.

Designed a process for IBM which reduced the installation time of a marketing package by 90% in approximately 100 locations across the United States.

Was the sole IT support person in a call center with over 1,200 Windows-based desktops for approximately 13 years, and for another call center of nearly 800 desktops for two years. Through improvements made, the number of onsite support personnel required was reduced from 8 personnel when my career began to a single support person when all processes were implemented.

Was the primary national support for two years on an IBM distributed processor system for engineering and sales changes. Performed quality assurance, arranged for field testing of these changes, rewrote instructions to field personnel, provided phone and onsite support to marketing and service personnel. This required in depth knowledge of field operations, personnel skills and coordinating with design engineers for modifications required.

PROFESSIONAL EXPERIENCE

Tyler Technologies – Plano, TX, Yarmouth, ME May 9, 2022 – September 16, 2022

Tyler Detect Infrastructure Engineer – Install and maintain/monitor the Tyler Detect Managed Detection and Response application on several hundred client systems. Perform identification of and corrective action for data collection issues to ensure accurate notification to clients of potential unauthorized connections to their networks and systems.

LenelS2 – Pittsford, NY March 13, 2017 - February 25, 2022

IT Support and Audit Compliance Representative – Created an inventory of and scanned approximately 415 physical and virtual Windows servers, and desktop Windows-based systems to prepare for an extensive upcoming audit. Utilized SQL Queries in Lansweeper and Windows update server (WSUS) to ensure audit compliance before and after the audit. Developed a set of standards to ensure user compliance with the Audit requirement. Provided ongoing maintenance and support for Windows 7, 10 and 11 desktops, Windows servers 2008-2022 versions (physical and virtual via vSphere and VMWare), networks and applications, including managing ADUC and GPOs on 7 domains. Managed updates for Symantec Antivirus and Windows system patching. Set up a local Solarwinds Web Help Desk application to receive and manage user requests. Assisted in the migration from Xerox to Canon networked printers, and was the first contact for any Canon printer issues.

Two short term assignments – Bangor, ME area Sept. 10, 2016 - March 10, 2017

Field Technician for CompuCom Systems for all Maine Lowes stores

Property Manager for Cryptic House Property Management, Orono, ME

Creative Digital Imaging – Bangor, ME August 24, 2015 - September 9, 2016

Quality Assurance Analyst – Used SQL Queries to ensure accuracy of applications which created invoices, statements, appointment reminders (printed and web-based) for multiple hospitals and retail companies throughout the United States.

UTC Climate Controls and Security – Pittsfield, ME March 4, 2013 – August 21, 2015

IT Support / Project Manager - Supported approximately 350 Microsoft Windows based systems which were part of a manufacturing environment; supported the network infrastructure, as well as 20 Xerox multi-function printers, Meridian PBX, Voicemail system and phones.

Worked closely with the manufacturing engineering and test engineering teams to build custom Windows XP and Windows 7 systems. Configured those systems to run the manufacturing equipment to which they would be attached and controlling.

Walt Disney Corporation, Orlando, FL November, 1997 - March 1, 2013

PC/LAN Technical Specialist (Official job title - Systems Lead Technician) supporting Walt Disney World Corporate IT, assigned to the Level 3 support team, working at Walt Disney World Central Reservations in Orlando and Tampa, FL.

Directly supported approximately 2,100 Personal Computers in two sites connecting reservation agents, administration and support personnel to host-based applications.

Assisted in the planning, installation and support of two large Avaya phone switches and servers.

Was the sole support in one of the reservation buildings with approximately 1,200 systems.

Supported all the software on the desktop systems, both for reservation applications and for Avaya switch applications.

Provided remote support for approximately 20 Work-at-home reservations agents.

Performed network, PC and server hardware diagnosis, repair, and upgrades.

EDUCATION

Multiple technical education courses during career with IBM

Various individual Microsoft courses

PROFESSIONAL CERTIFICATION

Novell Certified NetWare Engineer, August 1992, updated 1996 (CNE-4) and 2001 (CNE-5)

Microsoft Certified Professional, February, 2005

CompTIA A+, October 2014

TECHNICAL SKILLS

Experienced in the following software and environments:

Hardware connectivity:

Primarily in a TCP/IP-Ethernet (hard-wired and wireless) environment, but also have past limited experience with Token-ring, IBM Bridges, IBM Wiring systems and concentrators, CISCO and Netgear switches.

Software - Operating systems and environments

Microsoft Windows 7 through Windows 11, Windows servers 2008-2022, physical and virtual using vSphere and VMWare.

Server management tools

oADUC (Active Directory Users and Computers)

oWSUS (Windows Server Update Services)

oGPMC (Group Policy Management Console)

Microsoft Office (Version 4.2 through Office 2016 Professional), Microsoft Lync/Skype

SQL to identify issues in Lansweeper and WSUS databases

Miscellaneous experience:

Networked Canon, Xerox, Ricoh, IBM and HP laser printers.

Dell, IBM and Compaq high performance servers, various manufacturers’ hardware.

Multiple server environments, including multiple NetWare servers, Windows 2003 through 2022 servers, Multi-server OS/2 and Windows Domains, and networks with a large mixture of the above.

Virtual Machine hosts (ESXi) utilizing vSphere and VMWare.

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