Tony Williams Email & Phone Number

Laurel, MD, US

Rockville, Maryland, US

• Define helpdesk policies, procedures, and methods for helpdesk personnel.
• Delegate helpdesk tasks for all helpdesk personnel.
• Monitor helpdesk tasks for all helpdesk personnel.
• Monitor, upgrade, and install virus scanner and update servers and monitor and report on desktop virus scanner and software patching; act as a resource and interface person for active directory problems; install and.
• Coordinate bench-top computer support for up to 200 employees (including admin support, scientists, and technicians) using desktop computers using the Windows or Macintosh operating systems and workstations using Linux.
• Support specific software, including citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs, and terminal emulators.

Bethesda, Maryland, US

• Support Hardware and Software asset management, tracking and auditing for devices not connected to the network and according to NCI processes
• Provide VIP support to selective customers as per SLA and agreement
• Assist with equipment replacement cycle
• Manage and complete incident and move, add, change (MAC) requests and update ticketing system accordingly
• Create, delete and maintain user system accounts and passwords in Active Directory, corporate email system, phone system, and related applications and services
• Ensure that Group IT Security standard processes are followed for services provided

• In coordination with network administrators, assist with network software deployment and problem troubleshooting
• Provide introductory training and support on new hardware and software to
• Actively identify and communicate areas of improvement to his or her team lead
• Provide follow up and progress updates to the users
• Utilize a good working knowledge of the operating systems and of on-line
• Build, deploy and maintain workstation and build machine environments for employees according to group standards

• Provided in-person, telephone & remote support to customers on Windows XP, Windows 7
• Supported applications: Microsoft Office 2010, Office 2013, Adobe Acrobat, VMware and other COTS software
• Supported services: Citrix Web Services, VPN, Cisco VoIP, McAfee Endpoint Encryption, Microsoft Exchange Hosted Services, RSA Tokens, Microsoft Lync 2010, Blackberry Enterprise Server, Blackberry Activation Service
• Supported & management of mobile devices: Apple iOS, BlackBerry, Android & Microsoft Windows 8
• Displayed courtesy and strong interpersonal skills with all customer interactions
• Processed an average of 20 inbound and outbound technical support calls daily

Fairfax, Virginia, US

• Manage a team of 5 Junior LAN Technicians responsible for building, deployment, recovery and new technology installs for the entire Asset Lifecycle of 2000+ laptops across 1 off-campuses location consisting of 4.
• Develop and maintain positive customer relationships
• Researched, resolved and followed up on customer issues
• Provide in-person and remote support to customers on Windows XP, Windows 7 & MAC OS X 10.5 thru OS X 10.8
• Applications support: Microsoft Office 2007, Office 2008, Office 2010 Adobe Acrobat and Reader, and other COTS software
• Experience in installing, configuring and troubleshooting PIV Smartcard readers, HHS/NIH PKI Certificates

Dallas, TX, US

• Researched, resolved and followed up on customer issues
• Manage a team of 3 Junior LAN Technicians responsible for building, deployment, recovery and new technology installs for the entire Asset Lifecycle of 2000+ laptops across 1 off-campuses location consisting of 4.
• Support of NIH enterprise applications in use such as NBS, ITAS, SOFie, Edie, and others
• Working knowledge and understanding of audio visual systems including but not limited to projectors, televisions, sound systems, and connecting computers
• Experience with presentation software including but not limited to PowerPoint and Keynote
• Supported applications: Knowledge and experience with Microsoft Office 2003 & 2007, Office 2008 for Mac, Adobe Acrobat and Reader, Adobe Creative Suite and other COTS software

Mclean, Virginia, US

• Strong analytical and troubleshooting skills in order to determine how to solve any technical issues that arise in a mixed Windows and Mac OS X environment
• Maintained a calm, professional demeanor when faced with high demand, high volume workloads
• Added and managed users accounts, maintained workstations, and keep triage equipment on the ready
• Supported applications: Extensive knowledge and experience with Microsoft Office 2003 & 2007, Office 2008 for Mac, Adobe Acrobat and Reader, Adobe Creative Suite and other COTS software
• Able to work with customers and provide resolution of their computer issues, with minimal direct supervision
• Trained, oriented and mentored new employees and junior technicians

• Answer questions; resolve computer problems for customers in person, via telephone or from remote location.
• Utilized customer contact skills to effectively communicate with regarding hardware and software issues
• Managed time and tasks efficiently, adhere to schedule and meet Contact Center metrics and expectations
• Resolved hardware conflicts, Windows Networking and Hardware & Software compatibility issues.
• Performing operating system patches and releases, resolving server failures; and managing accounts, desktop management services, interfaces, and functional requirements
• Proficient in desktop imaging (creating and deploying) using Symantec Ghost

Hanover, MD, US

• Provided installation and support to customer installation of specialize software; utilizing various resources
• Created, tested and implement tools used for deploying standard desktop images on different firm-wide hardware platforms (desktop, notebook, workstations, etc.)
• Used Windows 2003 Server Active-Directory to create, modify, move, delete user, groups, and computer accounts
• Supported NEA various mailing list in Lyris and Active-Directory
• Configured non-domain and Mac workstations to printer to network printers via IP
• Assisted Network Engineers in creating a seamless network-computing environment with a standard desktop presentation for the local and remote (dial-up and broadband) network user community

Menlo Park, CA, US

• Effective “one-stop” technical support for customers LAN and desktop systems. Install and update software, and set, configure, and troubleshoot customers Windows 2000 and Windows XP desktops
• Tracked and de-escalate technology and workflow problems, and assist other groups.
• Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.
• Research and maintained all Macintosh and Windows-based hardware and software installs and upgrades
• Provided consulting services on Microsoft and Apple Technology for Small Businesses
• Provided remote support on Microsoft Windows 2000 thru XP workstations and Microsoft Windows servers

• Promotions: Network Specialist III, II, I (Sr. Network Specialist), Program Manager
• Provide leadership and mentoring for technical / desktop support including assistance with complex problem resolution and training on standard desktop functionality
• Developed and design the technical requirements for multiple remote standalone kiosk web solution with 3rd party SBA partners
• Drafted system requirements specifications, deployment strategies implemented configuration changes and software upgrades to the Business Initiatives Communities (BIC)
• Migrated 320 remote desktops from Windows 98 to Windows 2000 Professional
• Developed, test, and document plans and procedures to migrate remote sites to Windows 2000 Small Business Server, Windows Professional 2000 and Microsoft Office XP