Thomas “Bill” Walter

** **** **, *****, ** ***** * 828-***-***** ady5t6@r.postjobfree.com

Senior Technical Support Advisor

Senior Advisor Tier 2/3

Customer Relations Development

Project Manager

IT Hardware/Software Support

Customer Support & Break Fix

Cross-Functional Team Lead

Onsite & Remote resolution

Trainer, Instructor, and Mentor

Professional Profile

Results-Oriented Technical Manager with a drive to refine and better processes. Energetic and goal-oriented individual with ability to establish rapport with clients and customers. Troubleshoot issues, resolve hardware and software issues. Manage technical agents.

Technical Manager

Think strategically with a pro-active, solution-oriented approach to hardware and software solutions.

Prepare and monitor weekly, monthly, and quarterly technical support call center.

Technical Support Supervisor

Cultivate and secure new business to develop and surpass company sales goals.

Able to identify innovative business solutions that meet the needs of the consumers.

refined & enhanced processes

Evaluated processes and systems utilization. Refined process and ticketing policies.

Refined and enhanced processes to ensure effective resolution.

technical support providing excellent resolution

Determining hardware, software resolution in a timely manner.

Maintained continuous follow-up with ticket and issue resolutions.

Under promise and over delivery to ensure excellent resolution for the customer/client.

Professional Experience

ACF Technologies>>Asheville, north carolina 3/2021 to 8/2021

Primary function as a Tier 2 technical support agent.

Assisting clients with maintenance, configuration and operations of computer systems, network servers, and virtualization. escalation of support tickets assigned to customer care technicians, configuration that require an advanced level of assistance. troubleshoot hardware and software by running diagnostics, documenting problems and assessing. mentor to other technicians for support with administration, design, training and video/written documentation.

Sisco corporation >> west palm beach, Florida 3/2020 to 3/2021

technical manager- support for cruise ships, hospitals, police departments, schools

providing technical management for call center. supporting, scheduling and assisting desktop support agents. schedule employees, resolve issues and create better practices. created training systems and refined processes. support heat ticketing system, ensuring tickets are created and follow up for the customer & issues. windows 7 and 10 OS. resolving support tickets for system failures, communications issues. using remote access software to resolve issues, and break fix resolution for onsite hardware/software installation, upgrades or repairs. RMA and hardware troubleshooting for issues for offsite break fix issues. provided leadership and process enhancement. providing support for over 3500 sites, cruise ships, hospitals and police departments. technical support Manager for 7 support agents. ticketing system: heat.

PTI & HID Global >> Lake Worth, Florida 3/2019 to 03/2020

tier 2 technical support call center for security and control access systems

providing technical support. worked in call center office with 18 agent. remote desktop support for windows hardware and software. responded to issues for control access systems and support for system failures, communications issues, and resolved access control systems for gate access systems nationwide. windows 7 and 10 os. remote communications hardware and software support. all issues entered into track it ticketing system. advanced technical support to clients and office staff. Supported over 3000 sites with pti’s software and hardware. ticketing system: salesforce.

Haywood County, » Waynesville, NC ~ 12/2016 to 05/2018

tier 2 desktop support for Haywood county ems, police, fire, dss, 911 call center and court house

providing technical support for county wide departments.

Providing Front end support for users across multilayered county staff, for multiple forms of hardware, software, networking, remote support using different support software, phone and onsite break fix support for over 1500 users. Windows platforms, MAC platforms, IOS and ANDROID, along with multiple software suites. Worked in office with 8 support staff: and proprietary ticketing system. Respond to tickets and calls based upon need and requirements. Determined need and support response requirements. On call rotation required. Supported and helped tier 1 agents. Inventory control monitoring.

Apple, Inc. » Asheville, NC ~ 08/2012 to 8/2016

Senior Advisor MAC + / IOS ~ Senior Advisor IOS / OS X ~ Call center support. Safety Engineer. CARPE FACTO Dept.

Tier 2 technical support agent for IOS, OSX and Windows computers/phones. Spearheaded effective connections with customers’ for advising and troubleshooting technical issues. Provided senior level support to subordinate agents and customers for iPhone, iPod, iPad, iMac, MacBook, MacBook Pro, Mac Pro, AirPort, and Apple TV. Resolved customers’ issues effectively. Entered information into call ticket system responses to clients and other techs. Provide guidance to other technical agents (Tier 1). EXCEED customers expectations, and provide excellent customer service, every time. Worked with engineering to gather facts during hardware/software roll outs. Supported hundreds of technical support tier 1 agents, provided solutions and work arounds. Acted as “manager” to upset and angry clients.

Palm Beach County Housing Authority » Palm Beach, FL ~ 09/2010 to 06/2011

Information Technology Manager

Technical Manager & Support tech for all sites. Maintained handling all aspects of day-to-day IT activities in support of organizational goals. Applied strategic planning, prioritization, and project management skills toward consistently achieving critical deadlines while maintaining high quality standards. Spearheaded successful installation of network hardware, including management and updating network providing support for staff. Was the sole support manager and technical support department for all sites, including Belle Glade, Clewiston and Pahokee, Florida. Worked as contact for hardware/software/phone issues in county. Excel, office and other software supported.

CompUSA / Computer City Government Services » West Palm Beach & Miami, FL ~ 03/1990 to 06/2004

Office Manager ~ Project Manager ~ Site Support Lead ~ Technician

Applied communication and problem solving abilities in system rollout for various business and government agencies. Consistently delivered ongoing customer servicing integral to maximizing satisfaction, growing business, and maintaining client loyalty. Maintained full accountability for handling all aspects of inventory, purchasing agent, and RFP responder. Applied strategic planning, prioritization, and project management skills toward consistently achieving critical deadlines while maintaining high quality standards. Tracking support calls at 158 school sites in Palm Beach County: 8000 computer roll out, 158 servers for each location. Contact for all installation teams to respond to for issue resolution. Infrastructure wiring, installation, and bidding needs. Project manager for site installations at various installations throughout south Florida. Over 120 installations with multiple techs reporting to me on each site installation.

Education and Professional Development

Master’s Degree: Acupuncturist, Herbalist & Chinese Medicine ~ Medical » Gainesville, FL

Bachelor of Science: Computer Science and Business ~ Shepherd University » Shepherdstown, WV

DeVry University ~ Training classes in Programming Cobol, Assembler, RPG II, and Computer Sciences

Dale Carnegie Public Speaking and Assistant Trainer

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