William Bauer Email & Phone Number

Pittsburgh, Pennsylvania, United States

Greater Pittsburgh Area

Provide top-level operational service and support for all pieces of the desktop and technology environment.Engages as needed with third-party vendors in the areas of product testing, installation, configuration, delivery, maintenance, and monitoring of all components and services, in accordance with defined road maps, strategies, policies, and standardsAssists in the delivery of infrastructure development and build activities, including but not limited to release and deployment management for new services, e.g., operating system upgrades, new desktop builds, and compatibility testingMaintains validity of service asset and configuration management data as pertains to desktop infrastructureMonitors and reports on performance levels of desktop servicesProvides assistance and technical support for the resolution of desktop problems, incidents, issues and emergencies.Assists with 4th level support escalations to vendors and Original Equipment ManufacturerResponds to assigned tasks in accordance with predefined Service-Level Agreements (SLA)Proactively performs corrective procedures for loss-prevention or system recovery of desktop services and infrastructureProvides clear documentation and subsequent coaching to Desktop and Help Desk team membersProvides monthly desktop services metrics to management.Ensures compatibility of all new and proposed software with existing desktop images prior to implementationRegularly collaborates with other Senior Desktop Analysts to ensure validity of currently utilized technologies, methodologies, and standards

Pittsburgh, Pennsylvania

The Senior Support Technician provides the user supportgroup with a third level of support. This position works with the user support group and other ITS groups on escalation procedures, problem management and educational computing support related projects. The Senior Support Technician evaluates a team of computer support technicians. This position documents reoccurring problems and inquiries, escalations and standard operating procedures, and projects. Position Activities Acts as a Team lead for a group of two to four technicians. Periodically, reviews the team’s cases and metrics, and provides feedback to support’s management. Meets with team monthly to discuss operations and projects, and provides the team with training on support and non-support related topics. Improves escalation to support level three and four by documenting knowledge and processes; in addition, utilizes standard operating procedures, weekly operational meetings and call ticketing automation to improve department procedures. Provides third level support for non-support related cases by developing technical competencies: network, server, Unix, security, desktop, etc. Assists with the planning, testing, implementation, support, training & maintenance of educational computing initiatives where necessary. Resolves desktop and remote support cases escalated to support level three. Reviews historical data and recognize trends; in turn, document these trends. Logs all activities in call ticket database. Escalates cases to other ITS groups that cannot be resolved by support level three. Works on projects related to technical specialty and the support group. Works with vendors to answer operational and project related issues and questions. Monitors dept network resources and services. Performs other related duties as assigned.

Pittsburgh, Pennsylvania

Provides second level support for non-support related cases by developing technical competencies: network, server, Unix, security, desktop etc. Assists with the planning, testing, implementation, support, training & maintenance of educational computing initiatives where necessary. Resolves desktop and remote support cases escalated to support level three. Reviews historical data and recognize trends; in turn, document these trends. Logs all activities in call ticket database. Escalates cases to other ITS groups that cannot be resolved by support level one. Works on projects related to technical specialty and the support group. Monitors dept network resources and services. Performs other related duties as assigned.

Greater Pittsburgh Area

•Process scheduled routines that are standard•Operates console based on standard procedures•Monitor and process daily automated schedules•Creating incident tickets for all production problems•Producing shift logs and proper verbal turnover to next shift•Install Windows operating systems, Microsoft Office applications, updates and security packs•Install, maintain and remove workstation peripherals and technologies•Install and configure, manually or through ghosting/imaging applications, Windows desktop operating systems and various applications•Troubleshoot common application and hardware PC problems to include, but not limited to, memory upgrade, hard drive replacement, and power supply •Understanding of desktop connectivity, both internally and externally, to include, but not limited to, network connectivity, and troubleshooting•Troubleshooting of all Network connectivity and protocols using Ping, Netstart and Tracert•Provide user/customer support displaying superior customer service skills to internal customers•Work with Outlook/Exchange/Active Directory and remote connectivity applications

Leechburg, Pa

I am incharge of daily operations of and other employee's.

Night clerk

Associates Degree, Computer Systems Networking And Telecommunications

Activities and Societies: Aitp

Diploma, Liberal Fine Arts

Activities and Societies: Marching Band