Information Technology Systems Engineer
Resume:
William Scott Adkerson
**** ****** ***** **, ****, Oklahoma
Cell 580-***-****
*************@*****.***
Objectives:
Seeking a challenging position, utilizing abilities developed through years of IT experience and education, with the opportunity for professional growth
Education:
Oklahoma State University – OKC 6/2007- 6/2009
Associates Degree in Information Technology
President’s Honor Roll
Certifications:
Microsoft Certified IT Professional Enterprise Administrator Server 2008
Microsoft Certified Systems Engineer 2003
Microsoft Certified Systems Administrator 2003
Microsoft Certified IT Professional Vista Enterprise
Microsoft Certified Technology Specialist
Dell Certified Systems Expert
CompTIA Linux+ Professional
CompTIA Security+
SKILLS & STRENGTHS:
Proficient in Windows
Ticketing systems
Experience with Microsoft Office
Active Directory
Create stabile and reliable computer images
Experience installing third party software
Troubleshooting & Diagnostics
Desktop Support
Knowledge of iPad, Android, Smart TV
VoIP
Experience with Dell
Hardware and Software Configuration
Experience:
SAIC
Systems Integration Associate 04/2023 – Present
Maintenance, calibration, repair, and overall operation of flight simulator equipment. Simulators are functioning accurately, to provide realistic training for pilots.
Working closely with flight instructors and other staff to ensure that the simulators meet their requirements
Installing new hardware and software updates to improve simulator performance
Diagnosing and solving complex technical issues in the simulator systems
Documenting all maintenance, repair, and upgrade activities carried out on the simulators
NTT Data 08/2020 – 04/2023
Sr. Field Service Lead Technician
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Deploying windows images on laptops, Tablets, PC’s.
Remoting to end users and solving issues.
Performed maintenance tasks on PCs, networks, and mobile devices.
Used diagnostic tools to identify hardware failures and replace non-functional components.
Created and administered profiles and accounts, also maintaining systems.
Chickasaw Nation 08/2019- 05/2020
Client Information Technology Analyst
Windows Upgrades
Printers, CC readers, new setups. Configured proprietary software for Casino use only.
Configure, install, and maintain workstations and laptops in a networked environment.
Identify network, hardware, and software problems utilizing diagnostic and troubleshooting skills.
Install, configure, apply patches, and update operating systems and workstation applications.
Serve as the escalation point for technical and customer related issues in assigned geographical area.
Ensure that all reported issues are entered into the ticketing system and have full and proper documentation and are close to successful resolution.
Install, configure, and troubleshoot peripheral devices, such as printers.
Netfast\Digital Warehouse 05/2019 – 05/2019
Network Support Tech
Managed IT services
Improved acquisition processes, saving approx. 15% average on computer purchases
Created IT and generally delivered on-boarding program for all new users
Tiers 1 & 2 support
Helped establish initial ticketing software
Established reputation for superior customer service
Oracle NetSuite
Dumac 07/2016- 04/2019
Helpdesk Analyst
Answered questions and provided information to customers about new software or hardware.
Delivered onsite technical support for Dumac employees.
Created help desk tickets, troubleshot, and resolved desktop issues. Used ticketing systems to manage and process support actions and requests.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Aloha & Xpient systems
SBONet software
Cash Register troubleshooting
PCI Compliant
Hertz 05/2014 to 05/2016
IT Support & Security
Responsible for acting on security violations.
Provide management with risk assessments and security briefings to advise them of critical issues that may affect customer or corporate security objectives.
Ensure business continuity plan is in place and adhered to.
Ensure requests conform to the documented processes.
Document all changes to system security for auditing purposes.
Maintains user accounts in secondary systems.
Support to IT staff and end-users regarding identity and access management best practices.
Approving system access Globally
Role Based Matrix (Job Roles)& Identity Management strategies.
State of Ok Rattan Consulting 01/2014-05/2014
IT Support
Window XP upgrades to Windows 7
Provides feedback on SLA’s, team performance metrics and additional support needs.
Responsible for trouble-shooting issues with laptops, desktops, network printers & other Conferencing Technology.
Trained and mentored new employees to maximize team performance. Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Analysed current information and helped develop plans to address needs.
Used diagnostic tools to identify hardware failures and replace non-functional components.
Universal Health Services 10/201*-**-****
PC\Lan Team
Maintenance, installation, support of the PC devices
Provide instruction and assistance to users in the proper function of PC's.
Software installs
Hardware renewals
Remote desktop to off-site Locations
Window 7 upgrades
Created AD users and security rights
Email accounts in Outlook
Travelled around US to help with hospital conversions, updating end user equipment
CA Unicenter software
Hamm Management 07/2007 – 10/2011
Sr IT Specialist
Maintenance, installation, support of the PC devices
Provide instruction and assistance to users in the proper function of PC's.
Managed cell phones.
Ordered desktop and laptops (Dell), Printers
Setup preconfigured Firewalls to new Oil Field yards (Cisco)
Ensured users in proper security groups
Created network shares on drives and set permissions
Enabled and disabled users within AD
Travelled to remote locations to troubleshoot network connection, desktop, laptops, mobile devices
Basic VOIP telephone system. (Mostly phone situations)
Dell, Inc. 11/2006-07/2007
Senior Tech
Provided support for personal computer software
Helpdesk Calls
Remote desktop to off-sites
Assigned helpdesk tickets to appropriate IT group within healthcare facility
Oklahoma County 01/2006-07/2006
Systems Engineer
Troubleshooting problems with servers, workstations, and telephone system.
Software and hardware troubleshooting
Printer setups
Identified IT productivity issues and provided troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents.
Educated employees and communicated troubleshooting steps.
Documented technical issues and resolution using Service Now ticketing system.
Support end users and servers, patching and updating.
Use excellent deductive reasoning and trouble-shooting skills to identify root cause of problem and work towards resolution.
Troubleshoot Messaging Server issues, working in collaboration with other relevant IT areas and vendor support towards a quick and effective resolution.
Perform root cause analysis (research and troubleshooting) to solve support tickets raised.
St Mary’s Regional Medical Center 06/2000-06/2005
Desktop Analyst
Software and hardware troubleshooting
Lotus Notes Administrator, also taught classes to new users
Install and configure Desktop and Laptop software and hardware on-site
Manage corporate applications and tools
Set up accounts and join to domain
Image laptop, desktop, and thin client computers
Deployment and set up of computers
Provide support for users during deployment
Maintain inventory control during deployment
Going to remote sites for some deployments
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