Sinatra Williams Email & Phone Number

Us

Support and maintain user community by:Respond to requests for technical Assistance in person, via phone, or electronically.Diagnose and resolve technical hardware and software issuesResearch questions and problems using available information (online, books, etc.) resources.Follow Standard Help Desk Procedures.Log all Help Desk InteractionsAdminister and use help desk Software (Trackit).Ability to redirect problems to the appropriate resource.Identify and escalate situations requiring urgent attention.Track and route requests, document resolutions.Prepare Activity Reports.Stay current with system information, changes, and updates.Proactively support Empire Merchants user community.Ensure that any requests assigned are completed in a timely fashion. Escalate to immediate supervisor if assistance is needed.Knowledge of Microsoft Products (Windows 10 Windows XP, Windows 7 and Office).Ability to configure and support wireless devices (air cards, cell phones).Ability to remotely diagnose and resolve hardware, software, and communications issues.

• Assist corporate & small business IT customers with managing LAN/WAN, Information Security and similar technologies as it it related to and impacted their storage, disaster recovery and back up and restore technologies their IT infrastructure.• Provide support for MS Windows, MS Office 2010 & 2013 as well as, standard business applications• Managed enterprise data application, system installs, laptop notebooks smart phone upgrades internet, including planning, operations and day-to-day management. • Facilitated implementation and provided technical support for payroll, small retail system, hardware and software operations. Set up configuration and trouble shooting of customers Websites and social media platform application and design.• Management of Internet security for intrusion and virus detections.

Hanover, Md, Us

• Contractor for Managed Desktop Support Services responsible for the provisioning and deprovisioning of Dell desktop and laptop hardware. • Provided Level I and Level II hardware and software support for EPA personnel.• Imaging and deployment of Hewlett Packard, Lenovo Dell desktops and laptops.• Verified targeted workstations were utilizing the latest Symantec signature files.• Primary investigation and analysis of user level TCP/IP & network port connectivity issues. • Resolved client issue with the confines of the Acceptable Usage Policy & US EPA Security Policy

• Monitored and enforced compliance with documented and distributed agency system security policies and standards in a team environment. Analyzed TCP/IP network traffic as well as network port traffic for abnormal activity. Protected agency assets by anticipating and leading the response to potential computer-related threats and vulnerabilities. • Resolved client issue with the confines of the Acceptable Usage Policy & S.S.A. Security Policy• Monitoring Intrusion Detections and Prevention Systems via Enterasys Dragon, SourceFire & Arcsight Security Information Event Management for active alerts and determine priority of responses.• Identified possible intrusion attempts or other anomalies.• Filtered non-threatening network traffic via Bluecoat Proxy SG for enhanced reporting accuracy.• Incident handling of new threats. Occasionally required to initiate and assist in drafting remediation strategies.

Durham, North Carolina, Us

• Systems Specialist responsible for providing telephone and remote technical support at the DCRI Service Desk for 1500 users. Utilized Footprints & REMEDY Incident Management Ticketing System.• Provide telephone and remote technical support for MS Office 2010 Applications during and after Migration.• Provided telephone and remote technical support for Active Directory account and folder permissions• Provide telephone and remote technical support Citrix Metaframe, Lotus Notes, as well as, MS Windows XP, Vista, and Windows 7 Operating Systems.• Verified targeted workstations were utilizing the latest McAfee DAT files. • Resolved client issue with the confines of the Acceptable Usage Policy & O.I.T. Security Policy.

Raleigh, North Carolina, Us

• Provided Level I and Level II hardware and software support for approximately 200 users.• Provided Microsoft Active Directory, Novell Netware, and Open Source Administration Support.• Imaging and deployment of Hewlett Packard, Lenovo Dell desktops and laptops.• Resolved client issue with the confines of the Acceptable Usage Policy & S.O.S. Security Policy• Research and resolution of virus, spyware and other malware Issues. Research & testing of open source and non-open source applications to implement into the production environment. Provided support for the technical hardware and software refresh for several departments within the Office of the Secretary of State.• Utilized & configured Cisco 2960 Catalyst Switches for use with Open Source Imaging Solutions.

Raleigh, North Carolina, Us

Migrated users from various mail clients to MS Office Outlook 2003 & 2007 (COTS Applications) via Microsoft Active Directory and Novell Netware.Experience with COTS Application.Effectively communicated to IT Managers status of project progresses and risk assessments. Verified workstation & servers were utilizing the latest Trend Micro signature files. Resolved client issue with the confines of the Acceptable Usage Policy & D.H.H.S. Security PolicyUtilized TrendMicro Office Scan, Malwarebytes & Malware removal tools to eradicate user level malware threats.Configured and tested VMWare Server in test environment.

San Francisco, California, Us

Console Management of approximately 40 local and remote workstations and servers.Monitored local & international AS/400 & OpenVMS Systems and transactions.Effectively performed incident recording and classifications of events during the shift to include escalation of high priority events.Utilized Symantec Antivirus Corporate Edition & Malware removal tools to eradicate user level malware threats.Generated Backup policy documentation which was included in the Data Center’s Business Continuity Planning Procedures.Monitored tape operations to include offsite storage and recovery.