William Mears Email and Phone Number

Responsible for fixing all application software related issues to include Microsoft Windows 10 and office 365 applications.• Successfully migrated over 300 laptops from windows 7 to windows 10 • Successfully trouble shoot all customer hardware issues to include laptops, desktops, and printers. This includes IBM think pads and Apple Mac books.• Responsible for adding users to active directory to include adding and removing to OU groups. • Responsible for ensuring all customers can connect to VPN.• Responsible for adding users utilizing Azure active directory.• Multi Factor verification system used is OKTA.• Ticketing System is Service Now.

Was responsible for correcting software application issues to include all office 365 suite products for users over the phone.• Assisted and provided level 1 and level 2 trouble shooting for hardware issues to include computers, printers, servers, and IP phones.• Level 2 administrator for all outlook issues.• Responsible for ensuring all users were added to and in the correct OU groups on active directory. • Ticketing System was Service Now

Responsible for processing various selected and complex user access requests for network and system-wide information systems within a specific timeframe to meet the organization’s service level agreements and quality requirements. • Utilized technical knowledge of security requirements and system-wide systems provisioning processes and applies understanding of system component integrations in support of user access administration. • Served as a resource for specific areas of user access administration. • Maintained and creates technical documentation. • Demonstrated and applies troubleshooting and problem solving skills to resolve various and complex user access issues within defined service level agreements. Gathers information to understand the interrelationships between systems and provides solutions to problems. • Supported workgroup goals, priorities and direction. Plays a key role in maintaining team’s workload. • Interacted with customers and team members through a variety of communication. • Ticketing system was service now.

NOTETABLE Achievement: Logicalis President's Club Recipient 2015Responsible for support and growth of system operators, core processes and procedures of the Managed Services Network Operations Center. Accountable for workflow process management and escalation of service-affecting and related issues for all shifts, seven days a week; supports Managed Services (MS) customers, vendors and related departments. The Tier 1 team is responsible for technical support, incident management, problem management and change management for devices and resources monitored by Logicalis Managed Services including Windows / Unix / Linux servers, System i devices, network devices and applications as well as other supported configuration items for internal and client systems. • Tier 1 staff management; including full employee life-cycle, scheduling, personnel development to ensure sufficient staffing across all business.• Department leadership, mentoring and coaching.• Develop, document and extend standard troubleshooting and escalation processes.• Extend and enhance adoption of Information Technology Infrastructure Library (ITIL) processes.• Provides audit documentation and advise to relevant parties for audit related activities• Provides analysis on customer Quarterly Review reports for operational and Service Level Agreement (SLA) reporting• Responds to escalation issues 24/7/365• Coordinates and works cooperatively with external partners, internal IT staff, professional services and peer groups• Define, gather, analyze and report on performance metrics which demonstrate team\SLA achievements, volumes and quality of services delivered• Improve and extend service offerings/capabilities• Work with clients to manage and resolve issues per defined processes and procedures.• Work with client personnel to develop process definitions during migration and transition implementations.• Work with external vendors to manage vendor contract compliance and SLA/OLA achievements.

Assisted Service Desk Manager with day-to-day Tier 1 Service Desk operational tasks; ensured Service Desk customer expectations were met or exceeded and company objectives were met.Directly supervised Technical Support Specialist staff. Carried out supervisory responsibilities inaccordance with the organization’s policies and applicable laws. Responsibilities included interviews, and training employees; planning, assigning, and directing work; appraising performance,rewarded and disciplined employees; addressed complaints and resolved problems.Managed performance of services to customers (24X7, 365 days per year); ensured service levels were achieved in line with contracts and customers expectations were met or exceeded.Built service relationship with customers and conducted service reviews for key customers.Reviewed performance reports, service improvements, service quality and processes.Owned responsibility for all customer incidents or logged service requests; managed critical customer incidents associated with customer communications, activities and appropriate escalations; ensures Service Level Agreement’s (SLA’s) were met.Created and maintained training documentation and technical troubleshooting documents; ensured Service Desk was fully using appropriate knowledge management tools and practices to provide effective and efficient service to customers.Monitored, trained, and coached Technical Support Specialists as appropriate.Responsible for on call availability.Demonstrated and actively promoted an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.Maintained a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.Supported and conducted self in a manner consistent with customer service expectations

Managed a team of Service Desk professionals including all members of the Service Desk (Incident Coordinators and Critical Problem Management (CPM)) to include over 100 analysts during on and off business hours.• Monitored and enforced policies compliance including verbal counseling and 1st step in written corrective action with management approval.• Participated in interviews for new service desk candidates.• Provided feedback for employee evaluations including promoting professionals. • Assisted with customer inquiries when necessary and addresses escalated customer issues.• Maintained Shift Change Checklist and completes at the end of each shift.• Provided reports from Service Now Tool or Call Monitoring Software as requested. • Facilitated and provided feedback to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.• Resolved nightly issues of a complex scope that impact the Service Desk and overall business objectives. Escalates to CPM team if necessary. Affirms that all groups are engaged and aware of ministry outages/changes that may affect call volume.• Prepared daily and off-shift schedules which included weekend coverage.• Managed Service Desk resources for optimal performance. This has consisted of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off. • Maintained a high level of employee morale within the group. • Prepared the Service Desk Analysts for new project/service releases.• Communicated changes/updates/ongoing issues via group huddles.• Assisted in the professional and technical development of service desk analysts which enabled them to set technical goals, monitor, mentor, coach, and assisted SDA’s to deliver quality support

Provided level 1and Level 2 desktop support for approximately 50,000 plus customers. This covers approximately 30 ministry Catholic hospitals to include clinics and associated doctor's offices. Ticketing system used is Service Now. Primary responsibilities: administering windows XP, active directory accounts, any medical related applications logins, and basic trouble shooting on these applications using Bomgar application to remote to customer's computers. Another major responsible is for providing basic trouble shooting for hardware to include printers, computers, scanners, faxes, and telephones. There is some limited blackberry troubleshooting.Provide, and assist with any updates to trouble shooting knowledge base for better productivity with fixing customers issues.

Provided level 1 desktop support for company that supports 30,000 plus customers. Ticketing systems used were Magic Support, CA (Computer Associates), Heat, and Lotus Notes. Primary responsibilities for administering windows XP, active directory accounts, outlook, lotus notes, windows suite applications, SAP, and People soft as well as providing level one support for IT issues as well as telecom issues. Minor responsibility was installing required applications for users. Also responsible for some level 2 problem solving concerning blackberries and hardware suites to include HP printers. Extra duties assigned to me included being responsible for overflow calls for 7 varied dedicated desks within company in a high volume call atmosphere.Environment: Windows 98, Windows 2000, Windows XP, Ticketing systems used: Magic Support, CA, Heat and Lotus NotesFeb-Oct 2007 Call Center Technician Health Alliance of greater Cincinnati areaProvided level 1 desktop support utilizing support magic ticketing system for approximately 12,000 employees. Administered password reset for Novell, windows XP, active directory, and various medical applications. Troubleshooted basic level one support trouble calls for blackberries, printer's hardware suites, printers, and LAN cable connections. Also Responsible for administering outlook and windows suite applications. Environment: Novell, windows 98, Windows XP to include active directory and HP or Dell printers; ticketing system was: remedy

Provided level 1 desktop support utilizing support magic ticketing system for approximately 12,000 employees. Administered password reset for Novell, windows XP, active directory, and various medical applications. Troubleshooted basic level one support trouble calls for blackberries, printer's hardware suites, printers, and LAN cable connections. Also Responsible for administering outlook and windows suite applications. Environment: Novell, windows 98, Windows XP to include active directory and HP or Dell printers; ticketing system was: remedy

Managed as the Information Security Manager I managed and supervised the classified network for the base with a team of 12 employees. Also we were responsible for finding and reporting any unauthorized entry to the classified network as well as ensuring no personnel opened up unauthorized web sites on both the classified and unclassified network. Oversaw any emails with unauthorized material in them that were flagged. 2 years 9 months management experience (May 2004-February 2007)

Managed and oversaw the daily functions of the helpdesk to include 30 plus military personnel on rotating shifts which included completion of over 5, 500 trouble tickets or work requests, rebuiliding of over 500 computers, issuing over 500 new computers in support of a major joint atmosphere military exercise while stationed in Africa to include tier I and tier II help desk resolutions. Responsibilities included scheduling, utlilization, monthly statistical reports, and up to date IT training for all personnel and the help desk. Manger experience: 1 year (May 2003 to May 2004)Responsible and managed 30 plus military personnel to ensure the well being of Marines to complete any and all missions in an outdoor field environment. Responsibilities were to ensure the proper training of Marines in marksmanship, physical fitness, and job occupation which was the It setup in an outdoor environment. Also managed control procedures for classified network in these environments. Also have exerience as a network and database administrator. Manage experience: 9 plus years.