KEITH WARD

**** ************ **., ***. ****

Boothwyn, Pennsylvania 19061

ady6mc@r.postjobfree.com

484-***-****

Key Qualifications

●Deep knowledge of fundamental IT operations including early-career experience in complex systems installation, troubleshooting and maintenance.

●Diverse background in systems expertise including experience with:

oEnvironments- Windows 2003/2008 Server, Windows 98/NT/Vista/7, UNIX, Linux (Red Hat, Debian, Ubuntu, CentOS)

oTools- Active Directory, HTML, Basic Scripting, Linux Scripting, Microsoft Project, Office, Word, Excel, PowerPoint, Outlook, Visio, System Security, Threat Detection and Protection (JavaScript, ActiveX, XSS, WPA/WPA2 Personal and Enterprise Security)

oNetworks- Cisco Routers, Cisco Switches, Protocols (DHCP, DNS, VPN, OSPF, EIGRP, Spanning Tree, IS-IS, BGP, IGMP/CGMP, System Modeling (SONA, Cisco Enterprise Campus Architecture), 7-Layer OSI Model, IP Addressing/Subnetting (IPv4/v6, Static/Dynamic), TCP/IP, Cisco Enterprise Campus Network

●Extensive IT and Customer Service experience combined with years of Managerial experience offer a comprehensive view of IT operations and their integration into the workplace

Professional Experience

Verizon FiOS, Wilmington, DE

Fiber Systems Specialist (December 2016 to October 2018)

Duties, Responsibilities and Accomplishments:

oProvide customers with order status

oProvide customers with service activation support for Voice service calling features

oProvide customers with service activation support for Data service PC configuration, home router configuration, and/or email/internet applications

oProvide customers with service activation support for Video service set-top box configuration

oIssue customer initiated service order corrections and changes

oIssue maintenance initiated change orders

oCreate trouble reports

oProvide customers with trouble status

oPerform analysis and isolation of trouble conditions

oSort troubles into User, Voice Network, Data Network, Video Network & OS Plant categories

oProvide trouble resolution and closeout when possible

oProvide Home Network Equipment Support to customers

oProvide Home Jack and Wiring Support to customers when applicable

oAffiliate ISP Support

oOperate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases

oDispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups

oNegotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report. Customers may be irate or dissatisfied with our service

oMay be required to perform additional duties and tasks as required by the Company

Sharon Bank, Darby, PA

Information Technology Specialist (August 2014 to August 2016)

Duties, Responsibilities and Accomplishments:

oProvide first line support for information technology issues and problems.

o Ability to ask questions to determine the nature of a problem.

oGuide users through problem solving process

oManage and escalate critical incidents

oResolve technical problems with LAN (Local Area Networks), WAN (Wide Area Networks) and other systems.

oInstall, configure, test and maintain servers on LANs/WAN

oInstall, configure and maintain personal computers and their peripherals (local/network printers, battery backups, mice, keyboards, financial equipment, etc.).

oMaintain network security, including backup and disaster recovery plan, file system integrity and adding/deleting users and password resets.

oMaintain confidentiality with regard to the information being processed, stored or accessed by the network.

oSupport Internet Banking services.

Unisys/Quest Diagnostics, Norristown, PA

Win 7 Data Migration Technician (May 2014 to August 2014 – 3 month contract)

Duties, Responsibilities and Accomplishments:

oMigrate from Windows XP or 7 to Windows 7 laptops data from desktops and laptops to external server

oImage new machine or reimage old machine

oUpload data and programs from server to new machine

oMap new machines and printers to network

oSupport Break/Fix technician

oUse Symantec Endpoint Protection (SEP), MS Outlook setup/.pst file migration,

Home Depot, Ridley Township, PA

Sales and Service Associate (March 2013 to Present)

Duties, Responsibilities, and Accomplishments:

oAddress needs of both contractors and independent customers: Design, order,

oManage sale of custom millwork products: Exterior/Interior Doors, Garage Doors, Window Systems, Skylights, Molding

oMaintain product inventory through audits

oComplete and reconcile customer purchase transactions

oFacilitate interactive design and purchase of specialty products

Enterasys, Collegeville, PA

Help Desk/Customer Support Volunteer/Internship (November - December 2013)

Duties, Responsibilities, and Accomplishments

oAssist patrons in connecting via wireless signal to Philadelphia Eagles/Lincoln Financial Field internet

oAssist patrons in downloading Philadelphia Eagles mobile phone app and teach usage of app: replays, NFL RedZone (other current game video), statistics

●Insight Global / Pomeroy / Robert Half Paulsboro, NJ, East Norriton, PA, Cheltenham PA

●Contracted IT Specialist (December 2011 to March 2012)

●Duties, Responsibilities, and Accomplishments:

oRefurbished, repaired and reconfigured 14,000 check readers for CompuCom (subcontract via Insight Global), and installed appropriate hardware to improve system functionality and performance.

oInstalled, configured and upgraded software for peripheral equipment and devices: Optical reader, scanner, printer (networked), plug-n-play devices

oManaged data migration projects: System upgrades from Win XP to Win 7 and software/security upgrades patches

oInstalled new computer, router (with VPN), cabling and peripherals: Ran/Pulled Cable from router/cabinet to standalone computers, configured peripheral equipment

oReimaged two existing computers: Upgraded system from Windows XP to Windows 7

●Wawa Food Markets, Delaware, Maryland and Virginia Locations

●Assistant General Manager (February 2003 to February 2010)

●Duties, Responsibilities, and Accomplishments:

oSupervised, scheduled and trained subordinate team members

oInterviewed potential and hired new associates

oCompleted performance evaluations, administered feedback, and coached subordinates

oTracked inventory: Performed audits using Motorola MC9090 RFID scanners/SAP software

oAdministered new program that reduced inventory losses by 70% in three months: Spot audits, used associates to walk aisles and engage customers,

●Delaware Army National Guard, Dover, DE

●Systems Operator and Administrator (April 2001 to February 2004)

●Duties, Responsibilities, and Accomplishments:

oInstalled, operated and maintenance of mini and mainframe telecommunications computer systems, communications security devices and associated equipment

oPerformed troubleshooting on networks, computer systems, vehicles and generators

oDesigned network that met data, voice and video needs of customer

oDiagnosed and resolved assorted problems with routers

oReceived high-profile award for implementation of secure converged network: Received General’s Coin from Brig. Gen. Jim Dougherty

●Penn State University, State College, PA

●Chair of University Park Allocation Committee (UPAC) (1999)

●Duties, Responsibilities, Accomplishments:

oManaged $1.05M+ budget as Chair of UPAC

oOrganized and Implemented committee into 4 distinct units to meet needs of students and student organizations

Educational Experience

●Bachelor of Science in Information Systems – Computer Forensics

oStrayer University – Graduated June 2019

oGPA 3.85

oCoursework Subjects: LAN/WAN Networking, Internetworking Basics, Internetworking Design and Switching, Advanced Routing, Network Security Fundamentals, Database Management, Disaster Recovery, System Modeling

oDelaware Technical and Community College, Wilmington, DE

●Associate of Science in Information Technology – Computer Engineering

oDelaware County Community College, Media, PA – Graduated May 2014

oGPA 3.87

oCoursework Subjects: Microsoft Windows 7, Network Communications, Web Page Development, Network Operating System Concepts, Windows 2008 Server, Linux Desktop, Linux Server

Other IT coursework (1999)

oPenn State University, State College, PA

oCoursework Subjects: Computer Science and Comparative Literature

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