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.
• 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.

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.
• 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

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.

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.

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