Support Specialist It

TERRY ROYCE WILEY

Brownsville, TN *****

630-***-**** Cell

Objective: IT Specialist

SUMMARY OF QUALIFICATIONS

· Ten plus years supervision and management of computer systems and digital imaging operations

· Skilled on Local Area Network, (LAN) management Wide Area Network (WAN) TCP/IP, management and personal computing

· Primary VERITAS Backup Exec technician. Maintain daily, incremental, weekly and monthly backup jobs.

· Skilled in LINUX, UNIX, Gauntlet Firewall, advanced Windows Server 2012 and 2016, Windows 7, 10 and 11 support and administration, Citrix MetaFrame, and Enterprise Management System, and System Management Server (SMS).

· Highly experienced in the installation, configuration and set-up of NT logon scripts, Microsoft Office Suite, Highly skilled in Microsoft Office 2012 and 2016.

· Results-oriented, organized, decisive, energetic, highly motivated, team player

· Proven Leader in Service/Helpdesk Management.

PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS:

September 2012- April 2021 Information Technology Specialist GS-12 Selective Service System, Great Lakes, IL Onsite IT Specialist for Selective Service, Data Management Center (DMC) and Region I supporting 60+ users and desktops to ensure DMC and Region I Computing Environment are operational. Demonstrates in-depth knowledge of critical customer requirements and ensures customer’s needs are considered in providing policies and guidance. Provides timely, expert advice and guidance to SSS senior leaders and customers. Ensures issues are properly researched, documented, and coordinated as necessary through appropriate channels, and in accordance with SSS policy. Engages customers and stakeholders, considers their concerns and suggestions, and communicates back to them on decisions made and status of initiatives. Researches and institutes more effective means of providing information on new initiatives in area of importance to the customers. Serves as the DMC and Region I System Administrator, Administers Windows Server 2012, and 2016. Installs and maintains approved software and hardware and file and print services. Coordinates with SSS HQ to create, monitor and delete network and email user profiles, monitor and optimizes system resource utilization. Installs and maintain LAN communications equipment and cabling system. Manage the Interactive Voice Response (IVR) System handling 700K+ calls per year, 160K calls handled by agents. Manage and maintain Postal Imaging and Archiving System for DMC Mail Center operations. Install, deploy and maintain Windows 10, 11 operating systems. Maintain Windows SQL and Call Account Server for Interactive Voice Response (IVR) Phone System, ran network cabling for new rack installation, troubleshooting server/network, DNS, DHCP issues; Rebuilding servers after hardware failure, Creating user email accounts and other email management functions. Configure user accounts for Xpressions Voicemail Server. New Phone System deployment training and Telecommunications review. Fixed critical vulnerability due to power configuration of floor UPS. Provide software installs and updates, install new hardware and maintain current hardware equipment. Provide vendor control access to systems and equipment and assist with system analysis and configuration. Recommend Software and hardware purchases.

TERRY R. WILEY

630-***-**** (C)

IT Specialist

August 2009- September 2012 Computer Specialist GS-09 HQ U.S. Military Entrance Processing Command (USMEPCOM), Great Lakes, IL Provides technical expertise for maintaining the end user desktop environment to include hardware, software, applications and related technical issues to 3400 users across 66 geographically dispersed locations. Use methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems to provide support that minimizes interruptions in customers' ability to carry out critical business activities. Prepares and submit at least 3 or more daily status reports to other IT departments and all IT Mangers including the CIO. Play a key role in the training of 60 plus IT Specialists during network changes, system upgrades and/or new software migrations. Acts as primary instructor to ensure helpdesk personnel are knowledgeable on local procedures and helpdesk protocol. Ensure all Helpdesk personnel are well-informed of any new software implemented or administrative changes that have been put into place. Provide systems analysis/programming support on new/existing systems and/or sub-systems. Develop local guidance and procedures for implementation of mandatory technical standards. Disseminate standards to users, provides training and implementation assistance and reviews. Process all incoming helpdesk emails

ensuring all replies/actions are timely and accurate. Configure, edit, and process helpdesk messages that inform all Commands and users of any technical issues that may interrupt processing or network capabilities. Key player in the role to provide software evaluation, hardware evaluation, systems training, system performance monitoring, configure, maintain, install, troubleshoot, diagnose, and resolve difficult and complex problems for Hardware and software. Subject matter expert in installing Microsoft Windows operating systems VPN; Active Client; Approve IT; Pure Edge; Form Flow; Roxio CD/DVD recording software and Dame Ware. Experienced supporting, researching, maintaining, installing, troubleshooting, and repairing network equipment for LAN and WAN connectivity. Highly skilled in the use, creation, configuration, maintenance, management, troubleshooting, and support of objects, user accounts, computers and group policies in Active Directory. Drafted and written technical documents, procedures, and policies related to troubleshooting, supporting, and installing software and local applications. Processed, resolved, and closed over 3500 trouble tickets. Logged over 1800 hours on the phone providing technical customer support to all Command’s end users. Perform in a team oriented environment and accomplish goals with minimal supervision. Provide daily written communication, train non-technical users or brief higher level managers to provide training, information, and assistance to customers and other team members.

EDUCATION AND TRAINING

. CompTIA Security + Certification Training June 2019

. Installing and Configuring Windows Server 2012, May 2016

. Interactive Intelligence VOIP training November 2016

. Interconnecting Cisco Networking Devices Part 1- March 2015

. Interconnecting Cisco Networking Devices Part 2- August 2015

. CompTIA Linux + - April 2013

. Robert Morris University, Aurora, IL United States

. Associate’s Degree 09/2003

. Computer Network Specialist

· A+ Certified Service Technician – October 1999

· Microsoft Exchange 5.5 Design and Implementation – April 2000

· Microsoft IIS 4.0 and Microsoft Proxy Server 2.0 - January 2000

· Introduction to CISCO Router Configuration (ICRC) – June 2000

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