Jack Willis Email & Phone Number

• Provide DDI support and solutions for SOLIDserver appliances and VMware• Customer support via GTM, email and Issuetracker ticketing system• Authored knowledge base documents• Created training videos for customer support• Maintain small test lab with ten (20) servers and one (1) VMware vSphere ESXi and-vCenter to troubleshoot/replicate customer issues.

Perkiomen Valley School District: 3 Bridge Drive Collegeville, Pa, 19426

Responsible for providing end user support and software, hardware, and network assistance. Used procedures and instructions as well as experience and judgment to identify, research, and resolve technical problems presented to the Help Desk. Worked utilizing independent and discretionary judgment to manage servers and critical applications. Acted as a leader and mentor to team members. Exemplary professional behavior interacting with customers.Responsibilities:• Troubleshoot and resolve incidents related to technical difficulties with hardware, software, and the network.• Timely update of incidents to communicate the plan, progress, and estimated resolution time of requests.• Researched incidents with common symptoms and identifying root cause issues that are generating multiple incidents within an IT environment, as well as across multiple IT environments.• Assisted remote team members in resolving complex problems. Performed remote help desk support.• Assigned as administrator of specific corporate applications, keeping applications current, developing and presenting training, and monitoring the applications for up-time.• Installation, configuration and administration of operating system software, patches and upgrades.• Implementing new technologies (hardware and software) • Configured, monitored and optimized local and wide area networks and printers for optimal performance, maximum availability, minimal maintenance, and reasonable costs.• Completed multiple simultaneous projects in a timely manner.• Created, reviewed, and modified knowledgebase articles.• Reviewed and updated Help Desk documentation. • Reviewed and recommended modifications to Help Desk procedures. Analyzed and audited policies and procedures.

Unisys, Malvern, Pa.

US Tech Solutions, Jersey City, NJ May 26, 2014 – PresentSystem Test Engineer contracted to Unisys for the development and testing of a security product that isolates applications to authorized users can see and access the data unique to that application. Work in a high performing global engineering team using agile methodologies (Scrum) and basic understanding of a variety of programming languages and duties. Excellent interpersonal skills used in building and maintaining productive, collaborative relationships with peers and managers. Work within the engineering group responsible for testing the Stealth security solution to find and fix defects before going into production using computer, networking and basic programming concepts. Use my experience and genuine interest in networking engineering and security in advancing the capabilities of Unisys’ cyber offerings and related services.Key Responsibilities: • Create and maintain test environments• Design and execute test plans and scenarios• Document test results and maintain the defect tracking system• Troubleshoot anomalies and issues• Create queries, scripts and automation to improve testing efficiency• Provide technical support to field issues as needed• Provide documentation information to technical writers

1800 Bishop Gate, Mt. Laurel Nj

Contracted to Comcast’s DeviceIP department. Monitored (Xymon) and performed scheduled maintenance on Linux, DHCP, DNS, TFTP, and other internal servers. Completed processes and procedures for maintenance, daily work, and troubleshooting. Worked closely with internal groups, with IP, DNS, class of service, and provisioning requests. Oversaw DHCP, DPE, TFTP, RDU, and DNS network devices. Proficient in reading and working from Standard Method of Procedures (SMOPs) for maintenance and daily work. System Engineer Managed tickets from various IP Address Management (IPAM) and Remedy queues. Responsible for handling requests from other groups, such as DNS requests, changes to DHCP and DPE servers.Worked within database tool that tracked server information, such as names, IP, console connection information, and GUI Links. Implemented changes to HotSwap maintenance within policy guidelines, ensuring no mistakes in entering correct information.

Blackwood, New Jersey

1. Technically support Honeywell bar code scanners, Mobile Computers, Bioptic In-Counter, OEM Technologies, Remote Master Mind, and Total Freedom software2. Technical subject matter expert with a wide degree of creativity and latitude to provide third-level escalation point for scanning, imaging, mobility, & Bluetooth products3. Product representative for product development and product life cycle model4. Reproduce product field issues and troubleshoot to provide a solution5. Develop and provide product-related technical trainings, both verbally and in writing 6. Develop programs used to identify, research, and resolve technical problems7. Involvement in project management encompassing the development and release of new products

Blue Bell, Pa

Network analyse and 2nd level support. Responsible for IMAC escalations.

9810 Ashton Rd. Philadelphia, Pa 19114

Technical Support Manager

Masters Of Science, Information Systems, 3.8

Graduated with honors

General, English