Paul Williams Email & Phone Number

Princeton, New Jersey, United States

Assigned to St. Luke's University Health Network on this contract.RESPONSIBILITIES:I administer the network's Right Fax application server and cloud services. I provide additional support for other business applications (in particular MMHayes POS and Nuance Dragon dictation). I provide end user support for advanced application issues. I create detailed documentation of processes. I also handle onboarding/offboarding users and reporting requests related to supported applications.SKILLS:Windows Server 2019 maintenance and troubleshootingWindows 10 and 11 application installation and troubleshootingProject management and project participationOpen Text Right Fax related applications (Enterprise Fax Manager, Right Fax Web, Right Fax Util)Vendor relationship management

RESPONSIBILITIES:I was promoted to the Network Engineer role (February 2022) after excelling in a desktop support role. In this role, I supported the network infrastructure and applications (routing/switching, IPS, Web filtering, VOIP and Wi-Fi). I identified, troubleshot, and resolved network and VOIP issues, ensuring critical business functionality. I also analyzed and responded to network related SIEM (Arctic Wolf) security event detections. This role also involved supporting the planning and implementation of network infrastructure upgrade projects and changes to the environment.In my prior position at Andesa, I provided remote and deskside IT support for hardware (laptops and terminals), applications, and virtual infrastructure/desktops. I conducted new employee IT training sessions and facilitated IT onboarding/offboarding tasks. I also produce documentation of critical procedures/solutions for users and the IT support department.SKILLS:Cisco TCP/IP networking devices and applications (routers, switches, ASA, FMC and FTD, Umbrella).Cisco VoIP communication systems and devices (CUCM, Unity, UCCX, Finesse and Expressway).Enterprise Wi-Fi network (Peplink/InControl) troubleshooting, administration, and optimization.Cisco AnyConnect VPN configuration and troubleshooting (firewall configuration and desktop client).Circuit (l2l) and critical connectivity monitoring (Xymon) and outage resolution.Logging analysis (SIEM, Windows, Cisco) to troubleshoot issues and document traffic flow details.IT security audit information gathering, review, and response.Disaster recovery process documentation and participation.Data center equipment installation and cabling.Virtual servers and desktops (VMware, Horizon, and vSphere).SIEM (Arctic Wolf) security event detection analysis and response.Vendor and partner relationship management and collaboration to complete projects.

Center Valley, Pa

RESPONSIBILITIES:I provided phone, email, and face to face support to corporate users with technology issues and questions. I created technical documentation and communications for the company and the IT department. I organized solutions into a knowledge base system for use by technicians and end users. I provided training on new systems to be used by the IT department and also helped train new employees that were joining the help desk team. I also provided audio/video support during company meetings and during web based meetings.SKILLS:Windows and macOS operating systems, applications, and networking.Outlook/Exchange, Office 365, Azure support and administration.Active Directory, System Center Configuration Manager and Intune administration.AirWatch and Intune mobile device administration and application deployment in large environments.Excellent customer service and communication skills (written, verbal, and in-person).Technical writing (policies, procedures, and communications) and knowledge management.Administration of corporate cloud accounts: Box, Webex, Adobe Creative Cloud, and Right Answers.HP, Dell, and Lenovo laptops support.SAP ERP applications (GRC, CRM, ECC, others) end user support and documentation.

Allentown, Pennsylvania Area

RESPONSIBILITIES:I provided phone and email support to customers with mobile device and smartphone technical issues. I performed troubleshooting with mobile devices and handled end user issues in a timely manner. I strove to meet company metric goals and created solutions to common user issues.SKILLS:Mobile devices and operating systems (iOS and Android)Technical documentation and ticket escalationsEfficient end user phone support

Bachelor Of Science - Bs, Information Sciences And Technology, 3.79

I studied computer programming languages, database design, statistics, mathematics and IT technologies within business environments..

Computer Science And Computer Networking

I studied computer science and computer networking. I completed the three semester Cisco Networking Academy program, which included hands.