Robert Williams

** ******* ***. ****: 631-***-****

Mastic NY 11950 E-mail: vva2uq@r.postjobfree.com

Application Administrator / Technical Support Specialist / Desktop Support Support

Technologically sophisticated IT Support/Training Specialist with hands-on experience in project lifecycle management for technical and intranet applications, website development, workgroup support, and desktop and network troubleshooting. A Degree in Computer Science. Skilled in:

• Help Desk & Hardware Support • Second-Level PC Support • Project Management

• System Upgrades / Conversions • LAN / WAN Architecture • Escalation Resolution

• Peer-to-Peer User Groups • Web Content Upgrades • Customer Service

TECHNOLOGY SUMMARY

Networking – LAN / WAN, Windows 2008 / Windows 2003 Server, TCP/IP, SQL Server

Operating Systems - Windows 7/ XP / 2000, Windows 2008 / 2003 Server.

Applications - MS Office Suite 2010/2007 (Word, Access, Excel, PowerPoint), Adobe Creative Suite 5., Adobe Acrobat 9 and PDF, Alpha Five Power User, Lotus Suite, Corel Suite, AVG Antivirus Suite, Symantec pcAnywhere 32, Internet Explorer, Firefox, and WinZip

Programming – HTML code, CGI, Java, JavaScript, C Programming, Wordpress, SEO, FTP, RPG 400, SQL, Visual Basic 5.0, Visual InterDev 6.0, AS/400, ASP code

PROFESSIONAL EXPERIENCE

AUSTIN & WILLIAMS, Hauppauge, NY

March 2000 – May 2012

Senior System Administrator and Data System Manager, MIS – Technical Support Activity to provide help desk support for 200+ end-users (including remote users) in 3 locations throughout New York, as well as project management team leadership for special technical assignments. First-point-of-contact (Tier 2 Help Desk Technician) for support incidents, as well as end-user training.

• Help Desk: Ensure effective 24-hour “one-stop” technical support for mainframe, WAN, LAN, and remote system. Install and update software. Setup, configure, and troubleshoot Technology Center equipment. Track and de-escalate technology and workflow problems, collaborating with 10 cross-functional IT groups.

• Website Development: Project managed website redesign to text-only version, enabling fast and easy access for all users, including vision impaired. Supervised staff of 8.

• Intranet Development: Key player in creation, launch and maintenance of company intranet site, providing management with easily retrievable, up-to-date information for operations decisions. Initiated, created, and maintain Access users group intranet to facilitate information sharing and learning.

• ASP Development: Played pivotal role in beta-test programming and development of causal sales application (upgraded Alpha 5 database into back-end of Access 2007 and SQL Server, front-end into Internet Explorer via ASP programming).

• End-User Training: Expanded Technology Center offerings by designing, developing, and delivering advanced programs and manuals for MS Office, Alpha 5, and Internet, increasing usability. managed 12 Access courses, training and supervising 5 adjunct team instructors.

• IT Software Training: Designed curriculum and materials, and delivered technical training, for introductory programs in Microsoft Office Suite (Word, Excel, Access), as well as Windows 7 upgrades, keeping staff motivated and focused while improving job satisfaction and productivity. Personally trained more than 100 end-users.

• Website Support: Functioned as Web Editor for Internet/Intranet website, proofing and updating website information on a daily basis (fastest turnaround time).

• Database Maintenance: Upgraded and maintained link-shared employee Access database with Chief of Staff’s office, ensuring data integrity for training. Created database reports for management evaluation.

• Technical Development Project: Pioneered development and implementation of storage, archive, and retrieval system for 100+ electronic presentations used throughout Company.

LASER IMAGE CORP., Plainview, NY

April 1995 MARCH 2000

UNIX System Administrator, Lead Programmer and Head Operator

• Maintaining the Unix Sun System including daily administration, support of Unix server, workstation

• Programming, forms development, back ups, graphic design, scans.

• Developing, implementing and updating files, retrieving and restoring patches.

• Develop complex task criteria and performance criterion for all project elements.

• Develop and execute all project procedures and operation.

• Manage multiple projects concurrently.

• Manage and maintenance of all databases including writing programs for various jobs.

• Maintain set up and back up of Network application

EDUCATION

SUNY Stony Brook, Stony Brook, NY

May 1996

Masters of Computer Science School of Computer Science GPA: 3.98

University Scholarship recipient – full tuition covered. Employed full-time while attending classes.

N.Y.I.T., Central Islip, NY

May 1996

Bachelor of Computer Science School of Computer Science GPA: 3.97

University Scholarship recipient – full tuition covered.

HONORS AND SCHOLARSHIPS:

NYU Award, Graduate Degree recipient, Graduate and Undergraduate Academic Assistant Awards, Dean’s List, Honor Program, University Full Tuition Scholarship, Computer Associate Award and Xerox Internship

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