Information Technology Desktop Support

Resume of Michael Williams

Professional Objective

Objective is to obtain a position in the Information Technology field in a challenging environment.

Professional Experience

RCN Technologies September, 2023 to Present

Title: Field Systems Installer

Duties:

-Analyze RF signal for Private Cradlepoint network devices such as FWA routers, antennas and switches with propitiatory and Non- proprietary signal strength measuring devices

-Conduct surveys for best infrastructure cable routes from roof and side penetrations

-Install ethernet and antenna cabling either along drop or smooth ceiling, conduit or whatever path is desired by customer

-Install racks, shelves and support frames for routers, switches and gateways in MDF and IDF closets

-Terminate CAT 3, 5, 5e, 6 and 7 to switches, routers, gateways and POE injectors

-Use power tools, ladders for installation of Cabling, racks and penetrations

-Analize floor schematics for installation

-Troubleshoot networking devices for proper operations and connectivity

-install supporting peripherals such as phones, PCs and printers when required

GC Services LLC Jan 2022 to Aug 2023

Desktop Support Technician (Rehire)

Install, maintain and support PC systems, peripheral devices mobile devices and associated infrastructure

Perform hardware diagnostics and execute repairs in a timely fashion to ensure customer satisfaction

Provide second level support for all hardware and software escalations from the helpdesk

Resolve complex technology issues escalated by senior management

Plan, schedule and execute computer equipment installations, imaging, upgrades and replacement projects

Leads complex and/or large scale hardware/software projects

Provide off-hours support on a rotating basis to include nights and/or weekends

Review, prioritize and work trouble tickets within Remedy ticketing system with a high sense of urgency

Configure computers for connectivity to offsite Environmental software venders along with Citrix Server connectivity.

Diagnoses and repairs computer hardware/software issues and deploy new computers/software.

Maintain user and computer entries in Microsoft Active Directory.

Maintain A/V equipment in multiple classrooms such as troubleshoot/repair and installation of projectors, TV and audio devices including cabling and peripherals.

Tate Computer Systems January 2021 to Present

Field Service Technician as contracted for Tennessee State lottery Services

Receive and Prioritize trouble tickets for East Tennessee Lottery zones and schedule for daily site calls

Troubleshoot/repair problems with lottery ticketing devices including Satellite dish receive/transmit faults

Recalibrate signal receive/transmit on Datacom devices such as modems and routers(Access points)

Using power tools to drill and modify cable paths

Pulling and terminating all types of cable including CAT 5E, 6 and Duel Coax

Configure Lottery devices using TCP/IP also including firmware updates

TekSystems Sept 2020 to January 2021

Distributed Antenna Systems (DAS) Installer

Involves mobile network expansion on several college campuses along with new construction located in Atlanta, Ga

Demonstrate proficiency with installations of DAS (Distributed Antenna Systems RF equipment

Position workload includes:

80 percent cable installation

Using power tools to drill and modify cable paths

Pulling and terminating all types of cable including CAT 5E, 6 and several types of Coax

10% Prep work and closing duties

Stage worksite area

10% documentation such as any troubleshooting or potential issues

GC Services LLC May 2015 to July 2020

Desktop Support Technician

Install, maintain and support PC systems, peripheral devices mobile devices and associated infrastructure

Perform hardware diagnostics and execute repairs in a timely fashion to ensure customer satisfaction

Provide second level support for all hardware and software escalations from the helpdesk

Resolve complex technology issues escalated by senior management

Plan, schedule and execute computer equipment installations, imaging, upgrades and replacement projects

Leads complex and/or large scale hardware/software projects

Provide off-hours support on a rotating basis to include nights and/or weekends

Review, prioritize and work trouble tickets within Remedy ticketing system with a high sense of urgency

Configure computers for connectivity to offsite Environmental software venders along with Citrix Server connectivity.

Diagnoses and repairs computer hardware/software issues and deploy new computers/software.

Maintain user and computer entries in Microsoft Active Directory.

Maintain A/V equipment in multiple classrooms such as troubleshoot/repair and installation of projectors, TV and audio devices including cabling and peripherals.

Hewlett Packard Contractor, Sumter, SC March 2013 to April 2015

IT Systems Support Specialist

Performs helpdesk duties such as receiving calls and troubleshooting user computer/network problems for 100+ user environments.

Performs cost analysis for lease contracts for printers, Data/Telco circuits. (process improvement)

Answers approximately 15-20 calls per day in an inbound call center environment.

Coordinated an IP conversion for Sumter, SC site, which resulted in making each LAN environment unique for corporate network model (process improvement).

Responsible for troubleshooting vendor-oriented websites and browsers, including Internet Explorer, Firefox, Safari, and other browser platforms.

Utilizes host and non-host applications in order to support IT problem resolution.

Makes recommendations for unique customer’s needs and offers process improvement techniques.

Provides input to business units using ITIL methods and solutions.

Configure computers for connectivity to offsite Environmental software venders along with Citrix Server connectivity.

Diagnoses and repairs computer hardware/software issues and deploy new computers/software.

Maintains user roaming profiles and password resets through Microsoft Active Directory.

Midlands Orthopaedics, Columbia, SC June 2012 to December 2012

Information Technology Specialist

Performed helpdesk duties such as receive calls and troubleshoot user computer/network problems either over the phone or site visits for 400+ user environments.

Configured computers for connectivity to off-site medical software vender that hospital used for medical data management.

Diagnosed and repaired computer hardware/software issues and deployed new computers

VA Outpatient Clinic, Myrtle Beach, SC January 2011 to June 2011

Technical Specialist

Install, terminate and certify 80,000+ ft cat6 and cat3 cabling for new VA office located in Myrtle Beach, SC

***Personal Leave – Caring for sick relative out of state October 2007 to December 2010

South Carolina State Military Department, Columbia, SC May 2006 to September 2007

Technician

Responsible for performing installation, commissioning, service and inspection activities on intrusion alarm systems, access control, CCTV, intercom, PA Systems and other PC based Systems located within Army National Guard weapons vaults throughout the state of South Carolina.

Required to lead large projects, direct technicians and subcontractors.

Scheduled for emergency after-hours service on-call on systems.

CSC, Blythewood, SC May 1995 to September 2005

Helpdesk Technician/Network Engineer

Responsible for handling approximately 40-50 calls per day in an inbound call center environment.

Served as liaison between global Line of Service and Business Unit coordination for problem resolution, and provided guidance to entry level analysts (process improvement).

Accepted various tickets from the helpdesk for problem resolution, such as remote/local customer network connectivity issues.

Handled password and account resets.

Utilized Remedy ticketing system to track tickets.

Provided input to business units using ITIL methods and solutions.

Configuration of Cisco Pix Firewall, Switches and Gateways.

Utilized host and non-host applications in order to support IT problem resolution.

Makes recommendations for unique customer’s needs and offers process improvement techniques.

Provided guidance to entry level analysts.

Senior Communications Analyst duties include competent to work on complex aspects of voice and data communications network planning, design, and implementation.

Travel included Global LAN Infrastructure/Computer support of CSC offices in Greenville and Charleston SC with occasional projects in Austin TX and Boston MA

South Carolina National Guard, Columbia, SC March 1982 to May 1995

Electronics Technician

Shop mission is to perform direct support, general support and limited Depot Maintenance, overhaul and repair of a wide variety of usually self-contained and functionally independent electronic/communication devices, computers and related devices supported by the shop.nducted inspections, diagnosed nature and extent of equipment malfunction, and determined whether equipment may be economically repaired or declared unserviceable and perform required maintenance to restore equipment to a serviceable condition. Items such as: Computer Workstations, fire control computers and components related to computer networking; AM, FM, SSB, TDM, PCM radio sets, radar, mine detectors, single band sets UHF/VHF, signal generators, audio oscillators, recorders, radio relay systems and related antenna systems, remote control devices, circuits, transmitters and receivers, switchboards, test sets, and microwave/multichannel units.

Education

1974-1977 Stonewall Jackson High School

Charleston, West Virginia--Diploma

1981-1982 U.S. Army Signal School

Fort Gordon, Georgia

Field Systems Radio Repairer--Diploma

1983-1984 U.S. Army Signal School

Fort Gordon, Georgia

Field Systems COMSEC Repairer (Crypto)--Diploma

1984 Non-Commission Officer School--Diploma

1986 U.S Army Signal School

Fort Gordon, Georgia

Field Systems COMSEC Repairer (Transit)--Diploma

1986-1987 Midlands Technical College

Columbia, South Carolina

Electronics Technology (Digital)--Certificate

1987 U.S. Army Field Artillery School

Fort Sill, Oklahoma

Computer Systems/Network Repairer—Diploma

1995-1996 Midlands Technical College

Columbia, SC Telecommunications Systems Management

1996 CrossComm

Marlborough, MA

Router/IMS Station Entry level Management

1996 CBS Training Center

Newark, NJ

Hands On Frame Relay

1998 IntelSat Training Center

Washington, DC

Opnet Network Modeler

2001 Atlanta, Georgia Cisco ICND Certification

2003 Midlands Tech Cisco Information Services Course

2006 Alarm/Intrusion detection System Certification Course NEGPEC Training Center, Little Rock, AR

Contact this candidate