William Beard Email & Phone Number

Responsible for configure, troubleshoot and repair of 3rd party software as well as normal Service Desk duties. Field questions from computer (Windows 2000 and XP) users seeking guidance with application, hardware, and network issues. Administered network and software accounts. Responsible for problem analysis and management of tickets using Remedy ticket tracking system support. Respond to telephone calls, emails, and personnel requests for technical support. Assisted with the migration of 5,000 users to new domain network.Trained new employees on internal SOPs.

Assists with the maintenance of the Enterprise Resource Planning (ERP) program. Customize and configure workflow to allow the integration of client/server applications. Tests ERP layout to ensure the system is meeting customer and business needs. Provide end user(Windows 200 and XP) and business support on issues related to the Warehouse Management System. Identify, research, and resolved technical problems running SQL and UNIX commands. Respond to telephone calls, emails, and personnel requests for technical support. Document, track and monitor issues to ensure a timely resolution using Remedy ticket tracking system. Responsible for the administration, maintenance, and backup of Windows 2000 Servers, Windows 2003 Servers, SQL Servers and Red Hat servers using VERITAS Netbackup Datacenter.

Support monitored, tested, and troubleshot hardware and software problems pertaining to LAN. Recommend and schedules repairs. Provide end users support for all LAN- based applications. Installed and configured workstations using Active Directory and various other tools.

Installs new software releases, system upgrades, evaluates and installs patches and resolves software related problems. Monitored system backups and recovery. Maintains data files and monitors system configuration to ensure data integrity. Responds to email and telephone requests.

Support, monitored, tested, and troubleshot hardware and software problems pertaining to LAN. Recommended and scheduled repairs also provided end users support for all LAN based applications. Tracked and monitored the problem to insure a timely resolution.

Direct production operations and processes for company’s distribution/configuration center. Planned and maintained production schedules. Trained incoming employees on installation process.

Duties included implement helpdesk policies and procedures. Suggested improvements/changes in systems and procedures to reduce call volume. Ran reports on call stats, prepared weekly/monthly reports on helpdesk stats and manage customer and management expectations through SLA`s. Managed the deployment, maintenance, support and upgrade of servers, desktop PCs, hardware, software, operating systems and distributed printers on client site, with a team of 12 employees/consultants.