William W. Email & Phone Number

Ponte Vedra, Florida, United States

HomeTech Rescue specializes in on-site and remote tech support services for residential customers. Our goal is to make technology accessible and functional for everyone, regardless of their technical proficiency.

Jacksonville, Florida

Supporting the internal users and clients remotely. Ensure helpdesk tickets are resolved in a timely manner, build new laptops and desktops, When the Jacksonville office was open, I managed all Jacksonville physical IT requests and needs. Maintain and cultivate an excellent working relationship between the Jacksonville office management team/technicians and the Plano IT department. Administer the security keyfobs for Jacksonville employees and guests using Brivo. Work closely with training department to make sure all equipment for new hires are ready for the onboarding process. After Covid the Jacksonville office closed and all Florida employees were transitioned to remote from home working. For the last 3 years, I support the users via the Jira Helpdesk ticketing and direct phone calls. Part of the duties were to direct all tickets to the correct queue for resolution (tools, networking, IT Admin, etc…).

Jacksonville, Florida Area

As the senior Field Engineer for Nettech, I maintained client relationships in order to generate high levels of customer satisfaction that lead to new business. As the account advocate, I scheduled weekly visits to our clients in the Jacksonville area and troubleshot any hardware and software issues. During my time a Nettech, I received numerous customer accolades for excellent service and customer relations. In addition, my position was customer facing and remote support in a Microsoft environment including Windows Server, Windows 7 & 10, Office365, iPhone, VPN, Printers, scanners, and faxes. I also built desktops and laptop images using SCCM. Other skills that I possess are Active Directory, DNS, DHCP and networking essentials in order to troubleshoot user problems.Customers I supported include: • USO Jacksonville • Baptist Heart Associates• Nocatee Splash Water Park• T.J Fraser Attorney• Dupuy Silo LLC.• Fort Family Investments properties

Atlanta Ga

In this position, I ensured system integrity and server uptime for a multi-server network of Microsoft servers and IBM AS400’s using a variety of monitoring tools such as Microsoft SCOM and Orion SolarWinds. Assist in the disaster recovery backups and offsite storage using IBM Tivoli Storage Manager and IBM 3940 tape libraries. Support all PRGX sites in USA, Europe and Asia Pacific on a 24/7 schedule. Ensure communication between internal clients and the relevant departments are maintained and all procedures are adhered to. Job Responsibilities include: • Manage the rollout and maintenance of Retarus Cloud based Fax system • Support of legacy SQL audit programs • Building, configuring, and installing server equipment.• Monitoring, troubleshooting and recovering Microsoft Server 2000/2003/2008 Operating Systems• Support and troubleshoot Virtual Server within the vSphere environment • Schedule and maintain system backups and periodically test system restores

Responsible for hardware consultation, and support of RedPrairie System’s Workforce Management and Back Office Systems infrastructure for clients in our data centre and at client sites using an integration of Microsoft systems and RedPrairie systems software. This included master design documentation, master timing plans, recommending system hardware specifications, assisting client IT personnel with pre-production systems and training the client on the technical aspects of implementing the solution. Worked closely with the project management and software development teams to offer solutions to clients, such as, • Follett (Chicago) – Supported initial implementation of 400 site system• Shop-Rite (Cape Town, South Africa) – Assisted in 800 store rollout and performance troubleshooting• Peets, Coffee and Tea (San Francisco) – Supported client managed system for Workforce Management application• Duane-Reade (NY) – 350 store rollout of Workforce Management application

Dublin, Ireland

My primary responsibilities as the Information Systems Officer at the Embassy were the management of the Information Systems department and staff to ensure a consistently high standard of service, and to ensure the Embassy’s IT systems were stable and available 24x7. This position reported directly to the Information Management Officer. The Embassy consists of 150 users of several agencies within the State Department. Including Consular, American Citizen Services, Department of Defence, Public Diplomacy, Finance, Human Resources, Procurement, Diplomatic Security, Deputy Chief of Mission and the Ambassador. In addition to ensuring that SLA’s were met, my duties included all of, but not limited to: Ensuring a superior customer service to all the embassy staff Upgrading all Consular systems and servers Upgrading the VPN DSL Connection from Washington to Dublin Installation of DSL broadband for the Ambassador’s residence Maintaining the Intranet Site Defining the needs and procurement of equipment throughout the fiscal year Managing the IT budget in accordance with Department of State guidelines Managing system security and patching to ensure the IT systems meet or exceed Dept. of State requirements Ensuring that all systems are kept virus free and all disaster recovery procedures are in place I received a Dept. of State Franklin Award for exemplary service to Ambassador James Kenny Security Clearance Held: SECRET

Dublin, Ireland

Mission critical network support for TE services, the leading service provider in Ireland and the UK of the provision, replacement, repair and maintenance of utility network infrastructure. This included Implementation of Active Directory and rollout of Windows 2003 Servers, Migration of 3rd party Mail system to Exchange 2003, Installation of and configuration of Network monitoring tools.Provided 24/7 Network support of APV Invensys Ireland operations along with server installation and Backup strategy and disaster recovery, APV Invensys supplies the food, dairy, beverage, healthcare, chemical, power, marine, biotechnical and petrochemical industries with process solutions and support services.

Dublin Ireland

Planned, installed, supported and client managed Microsoft NT Solutions on IBM hardware at various sites. I also installed Netfinity Servers into mission critical systems at customer sites. Specialising in high availability solutions such as Microsoft Cluster Server, Vinca High Availability Server and thin client solutions (Citrix, IBM Netstations)My projects included:• Implementation of cluster server solutions in ESBI, Irish Cement and Lyric FM Radio • Implementation of Vinca Co-Standby server across Fibre Network for Anglo-Irish Bank • Senior engineer on the IBM Reinventing Education project in Ireland • Managed a team of technicians during a 3000-seat desktop hardware audit for Bank Of Ireland • Created pilot program for a High Availability business continuity offering for BRS Recovery Systems • Managed the set-up of an IT Helpdesk in a large Irish manufacturing facility

Dublin, Ireland

Managed the programming and duplication of the production of the National Gallery of Ireland CD and worked closely with the National Gallery in the production of their website www.nationalgallery.ie. Duties also included pre-sales support and installation of e-business strategies based on the IBM Net.Commerce platform.Project managed and installed a network of 75 workstations at the CCET /LUDO computer animation training facility.Designed and managed the IBM booth at the 1997 Irish Internet show at the RDS in Dublin Installed WinNT Terminal Server and Citrix Metaframe software, along with the installation of Thin Client network stations at Pfizer Pharmaceuticals, Ireland.

Austin, Texas

I was solely responsible for the creation of the internal video department in Dell Computer Corporation. This included project plan, budget and video production. I created a business case for the department and was given responsibility for the purchase and design of the video studio. I then worked closely with Marketing department to create internal communication informational videos on a monthly basis along with any requirements for videos for news release and product rollout.

Austin, Texas

Telephone support of all Dell desktop systems.

Diploma, Excelled In Sciences

Activities and Societies: Swim Team, Gymnastics Team (letter)

Certificate - Digital Electronincs, Electronics

Design and troubleshooting of digital circuitry