Support Technician Business Analyst

Berwin Williams

*** * ****** ***. ********, IL **901

Phone 815-***-****

Email: *************@*****.***

PROFESSIONAL SUMMARY:

Solutions-oriented IT professional with 22+ years of experience in the IT field. Highly knowledgeable in computer/network administration processes with success directing and designing a broad range of IT and policy initiatives. Also, experienced in planning, analysis, and implementation of IP solutions that are in direct support various forms of business objectives. Hands-on experience in leading test teams in all stages of system development; such as joint application design, testing, updating, deployment, and support. Seeking a position where I can utilize my exceptional computer skills, abilities and experience in the support technician field to ensure the success of a growing organization.

CORE COMPETENCIES:

Design Network Systems Implementation

Strong Communication Skills

Strategic Planning

Business Impact Analysis

Leadership Experience

Data Integrity and Recovery

Regulatory Policies Knowledge

Ability to Multi-Task

PROFESSIONAL EXPERIENCE:

Pace System – Naperville, Illinois 2022 -

Active Directory Trouble Shooting issues escalate issues

Phone/email Resolution Run diagnostic test document resolves/concerns

Service Now Ticket management Install, make changes, and repair soft/hardware

Leidos/Kira – Colorado Springs, Colorado 2018 - 2019

PC Tech

Maintaining hardware and software

Testing and debugging programs

Resolving network and connectivity issues

Managing workstations

Repairing motherboards and upgrading firmware

Coaching end-users

Installing software applications and CRM programs

Identifying and troubleshooting problems

Remedy Ticket managing

Staffmark/Schneider (Walmart) – Elwood, IL 2017-2018

Lead/Associate

Prepare computers and printers for daily operation

Test print heads for bar code clarity/clean print heads if/when needed

Supply associates with resources to carry out daily operations for unloading and loading trailers

Maintain a clean and aligned dock area to receive and ship freight

Resolve any issues relating to freight and associates in a timely manner

Supervise 15 – 40 people expanding two shifts/worked 10-17 hour a day

Illinois Center for Education & Rehabilitation – Chicago, IL 2015 - 2016

Information Services Specialist

Vocational Incubator Program State of Illinois and US Department of Labor program for people age 18 – 26 with physical and mental disabilities

Ensured all computer issues were resolved expeditiously

Developed a document to contact the help desk for issues and tracking

Supported 59 end-users desktop and laptop computers running Window and Apple based Software

Administered and update the VOIP PBX system

Assisted with monthly system update and backup cartridge for computer and security camera system

Developed Vendor relationships for products and Services for the Center

Monitored and Updated all printers, faxes, and software for Apple and Windows Lab equipment

Designed a Policy Manual for VIP program - Designed Brochures, Employee, and Student Manual

Designed a Marketing Brochure for Program - Developed a 9 phase Incubator Program

Designed a Computer Course for beginners - Act as the Business Analyst for the project

Put on Training for staff regarding all the aspects of Project management

Designed the applications for program entry and many others as well

Designed additional class room and study halls from unused offices

Board of Directors for Copeland College – Kankakee, IL 2003 - 2005

Developed a binder to guide the newly created board in board development in fundraising, governance and strategy

Conducted research to get the necessary materials together to enhance the colleges growth

Conducted meetings on the 3 phases of a board

Participated in forums regarding the schools start up

Illinois Student Assistance Commission – Deerfield, IL 1991 - 2008

Preclaim Counselor/ Procedures & Systems Analyst/ Business Analyst/ Production Control Administrator/ Outreach Specialist/ Rules Officer

Annually issues of over $1 billion in monetary awards such as scholarships, loans, and grants for post- secondary education. Where must programs are viewable and applied for via electronics means.

Rules Officer

Assisted in the policy & program Rules development

Interviewed possible recipients and entities/agencies the rules were designed to assist

Interpretive writing of Legislative Bills & Laws

Outreach Specialist

Developed strategies to identify best practices, processes, and procedures to deliver services to customers

Applied customer service methodologies to design to better serves ISAC partners & students

Production Control Administrator

Utilization of XML to retrieve data elements

Application of Common Origination and Disbursement to ensure flexible record flow

Worked on Common Account Maintenance initiatives for electronic exchange of data from the government, universities & schools

Business Analyst

Developed test scripts, executed test scripts, documented test results, Integration & Software Testing

Training development & Design elements for a new computer system via old computer system

Utilized report writers such as Mobius and Crystal Reporting

Experience in organizational change management processes and within any IT environment

Knowledge of business functions and integration with procurement business functions

Procedures & Systems Analyst

Developed, assisted, & defined special projects and Used SMTP/POP3 for data transfer of files

Analyzed & evaluated input from IBM mainframe systems &: Cobol, Fortran, JCL & RPG

Extensive experience with report writers such as Mobius and Crystal Reporting

Design forms, applications, manuals & brochures

Preclaim Counselor

Primerica – Chicago, IL 1988 - 1991

Regional Manager

Designed training processes and assisted recruits in passing the various financial services state tests. Marketed products and developed new strategies to obtain new clients.

Human Developmental Consultants – Chicago Heights, IL 1987 - 1989

Co-Founder and Administrator

My main duty was to establish the organization. I also performed administrative and clerical duties. Provided strategic leadership and planning via financial management and budgeting, product development, marketing, and creative design. Set schedules for new and current clients Supervised 3 employees

Radio Shack – Tinley Park, IL 1987 - 1989

Assistant Manager

My main function was overseeing the daily operations of the retail outlet. Duties included merchandising, ordering merchandise, training on new, inventory control, supervising - 4 employees and employee scheduling/payroll.

IRS – Memphis, TN 1986 - 1987

Business Tax Examiner

Assessed and abated business taxes. Analyzed returns for information, penalties, reductions and/or other charges. Refunds were also granted.

Universal Life Insurance – Memphis, TN 1986 -1986

Management Trainee

I was trained in management techniques for running daily operations of an insurance company. Attended six weeks of classes where the trainers were all of the company’s Vice-Presidents and Actuary. Marketed financial services and products.

EDUCATION & CERTIFICATIONS:

Udemy: 2021 & 2022

Pivot Tables

Quality Engineer

Harvard University: Business Online – Cambridge, MA 2020

Data Analytics

CompTIA 2019

A+

Cisco 2016

CCNA

IT Career Lab – Chicago IL 2015-2016

CompTIA Network+

Cisco Certified Network Administrator /Cisco Certified Entry Networking Technician

Governors State University- University Park, IL

Master of Business Program – Business Administration

Lane College – Jackson, TN

Bachelor of Science Program – Business Major and Computer Science Minor

COMPUTER SKILLS:

Operating Systems: DOS, Windows Operating Systems Linux

Networking: OSI Model, TCP/IP, UDP, Ethernet, RIP, OSPF, EIGRP, STP, VLAN, routers & switches

Software: MS Office Suite (Word, Excel, Access, PowerPoint, Publisher) Visio, Adobe Suite, Web Browser, Internet Explorer, Chrome, Firefox, Active Directory, Crystal Reporting, Power Builder

Hardware: Scanners, fax machine, security cameras, copiers, printers, Apple & Windows PCS, Laptops Switches, Routers and backup equipment, IBM

SCCM: Deploying new/updated and deleting software in computers

Contact this candidate