William Moline Email and Phone Number

• Responded to end-users inbound service calls in a fast paced environment or answering self-service tickets to provide resolution for password resets, PIV Cards (Personal Identity Verification) exemptions, adding end-users to Active Directory for access, resolving hardware, software or networking related issues.• Used systems such as WebVram, Active Directory, Service Now, Remote Desktop, Microsoft Teams RSA Secure Token Services, Critix and Mainframe • Troubleshooted end-users inquire by identifying and listening to the issue, evaluating the problem and updating the end-user along the process to ensure a timely and successful resolved.• Worked with end-users supporting repair services and upgrades, installations and documenting all actions in Service Now or (SNOW)• Documented each end-user’s incident status and solution within database tools to ensure proper diagnoses of the problem, indentifying and isolating the solution so doesn’t have redundancy• Maintained courteous and professional and adhered to established customer service satisfaction and a excellence experience for the end-users.• Ability to adhere to strict schedules and adjust scheduled work hours as required.• Works well and remains calm under pressure. Detail oriented knowledge, skills, education and experience which would enhance the incumbent's success in the job

• Answered calls from Cable One customers and responds to inquiries in a professional manner.• Troubleshoots customers’ technical problems with video and internet services including, but not limited to modems/routing, internet connections, wireless service, video, VOIP equipment issues and setting up email accounts. Fax-machine• Provides accurate, prompt, and consistent resolution to technical problems by following Standard Operating Procedures.• Creates and notates service tickets for selected calls and escalated to necessary department • Remains current on new technology and software issues that affect Cable One customers.• Provides timely feedback to Cable One leadership regarding service failures or customer concerns.• Intermediate experience working with Microsoft Office applications, Outlook, Windows XP/Vista/7/8, and Macintosh operating systems.• Knowledge of tablet, smartphone, laptop, security camera’s, gaming consoles, home-security system, VOIP and desktop functionality.• Ability to remain courteous and patient during all customer transactions.

• Administered MQ and WebSphere Application Server for different clients on zOS, Windows, AIX and Linux environments.• Migration from MQv7.0.1 to MQv7.1, MQv8.0 on z/OS.• Installation of WebSphere Application Server v 8.5 on z/OS• Applied fix packs, PTFs and ifixes for IBM HttpServer, WebSpherev7.x,8.X on distributed and zOS platforms.• Worked on disaster recovery exercises on z/OS platform for MQ and WebSphere.• Performed security health checks. Apply and manage security patches.• Provide 24x7 MQ on-call support for different customers.• Support problem and change tickets for client server support operations• Planned and implemented builds, upgrades, migrations of systems• Monitored and troubleshoot performance issues and outages*My responsibilities also included implementing changes andinvestigation/resolution of incident tickets as well as installation, upgrade, configurationand deployment of various software infrastructure systems.

• Participates in the implementation of the client's business requirements into specific systems, applications or process designs. This includes working as a team member with client personnel and other IBM teams.• Proficient in demonstrating proven IT consulting and technical troubleshooting skills, the ability to act as a trusted client advisor and the ability to shift smoothly between roles as advisory team member, team technical lead, and project lead as required.• Self motivated and can work independently with little or no supervision.• Ability to adhere to strict schedules and adjust scheduled work hours as required.• Courteous and professional attitude between workers and customers/technicians.• Works well and remains calm under pressure. Detail oriented knowledge, skills, education and experience which would enhance the incumbent's success in the job • Managed the execution of several complex projects with minimal guidance as well as monitoring the progress of those projects • Provide cost avoidance in development redundancy/duplication • Handled complex issues is an efficient manner through data analytics and then coming up with relevant solutions ensuring customer satisfaction and acceptance • Implemented business solutions by building relationships with technician/customers while identifying business needs• Knowledge of Identity and Access Management products and their supporting platform

• Keep abreast of software, hardware, and product information related to the product offerings that are part of our Video and ISP services.• Managed Communication throughout the bank and recording transactions • Proficient at troubleshooting the Windows and Macintosh Operating Systems (OS) that are supported by the Internet Service that CenturyTel/Embarq/Qwest provides.• Self motivated and can work independently with little or no supervision.• Ability to adhere to strict schedules and adjust scheduled work hours as required.• Courteous and professional attitude between workers and customers/technicians.• Works well and remains calm under pressure. Detail oriented knowledge, skills, education and experience which would enhance the incumbent's success in the job • Experience monitoring Video and/or Data Networks, customer relations: sales, customer service, technical support, monitoring the status of system outages and keeping management informed of any changes. Evaluating hardware and software problems and appropriate recommendation of responsibility of the problem.• Managed the execution of several complex projects with minimal guidance as well as monitoring the progress of those projects • Provide cost avoidance in development redundancy/duplication • Managed the implementation of a software application that does consistency checks and scans for CenturyLink/Qwest/Embarq customers markets on surveillance desk • Handled complex issues is an efficient manner through data analytics and then coming up with relevant solutions ensuring customer satisfaction and acceptance • Implemented business solutions by building relationships with technician/customers while identifying business needs

• Provide excellent customer service to residential users of CenturyLink’s PRISM Internet Protocol Television (IPTV) platform.• Operates in a fast-paced environment and documents, clears, or escalate over 15-20 inbound calls a day for network support, repairs to voice, internet protocol television, email, and hardware.• Manages multiple tasks on time, including ticket administration, communications, and follow up activities with customers.• Successfully troubleshoots networking architecture and IPTV hardware through the use of networking applications including Alcatel Lucent, Internet Protocol Provisioning Management, Calix and ADTRAN Management System.• Configure LAN and WAN settings through remote administration procedures and perform complex troubleshooting for network issues, modems and PC’s.• Actively support repair services and Installation and Repair (I&R) Technicians and documents all actions in Remedy Ticketing System.