William W Heid Email & Phone Number

San Francisco Bay Area

Provide 1st and 2nd line support; responsible for the troubleshooting of IT-related problems from in-house software to hardware, such as mobile, tablet, laptops, PCs, and printers.·Troubleshoot basic to complex network issues.Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.Assumes responsibility for setting up and installing new systems, servers, computers, and equipment and for performing upgrades on existing equipment.Assumes responsibility for establishing and maintaining effective communication and coordination with Bank personnel and managementPossess basic to high level Active Directory knowledge.Maintain a high degree of customer service for all support queries.Responsible for publishing support documentation to assist staff with requests for information and provide staff with training if required.Responsible for basic Palo Alto Network firewall tasks related to allow listing URLs and creating policies.Responsible for monthly vulnerability scan and subsequent report.

San Francisco Bay Area

During my time here, one of my main responsibilies was to provide remote and desktop support by identifying and resolving issues on time. I installed and maintained enterprise desktop and laptop software and hardware. I assisted users with companywide technical support and email operation for MS Outlook/Office 365 and web based email. I documented all issue resolution in the trouble ticket system of IT service desk. I performed rotating on-call duties during off-hours to ensure availability and provide after-hour coverage on regular basis. Furthermore, I created and updated computer images of new and existing hardware in accordance with user requirements. I served as a corporate communicator by sending out email notifications as needed24/7. I determined suitable solution for the execution of legacy telephony-switch management software in MS Windows 10.A few key contributions in this tenure include:☞ Delivered desktop support to 1800+ users on day-to-day basis by troubleshooting and resolving issues of MS Office Suite, MS Windows (2000, XP, 7, 10), Anti-Malware, Anti-Virus, Anti-Spyware, along with standard applications for a user community to multiple facilities across different states.☞ Oversaw special projects, including repairing and maintenance of Corp. Computers and network printers along with replacing and updating equipment.☞ Actively engaged in the recovery operations of a cybersecurity attack/incident by reimaging of more than 30+ machines.☞ Managed the standardize PC configurations by updating software and hardware that included network client, operating system, scanner, hard drive, printer, memory, and CD-ROM.☞ Ensured the desktop support requirements meet and maintain the service level agreements (SLA).

San Jose, Ca

In this role, I played an active role as a member of the customer-facing desktop/technical support team. I troubleshot and supported tablets mobile, phones, and other mobile devices. I ordered equipment and parts from vendors, while communicating with vendors to fix issues. I monitored incoming/outgoing IT service desk mail for various offices.A few key contributions in this tenure include:☞ Delivered end-user technical support via phone/mail for Barracuda products, including Web Application Firewall, Web Security Service (Powered by Zscaler), Web Security Gateway, Load Balancer, and Link Balancer.☞ Provided support to users in multiple operation of standard PC equipment, including printers, phones, PCs, and peripherals.

Mountain View, Ca

During this tenure, I installed and configured computer hardware and network equipment as well as updated legacy software on regular basis. I offered network support with a variety of operating systems to users. I maintained software and associated hardware, applications, services, and settings. I developed and monitored policies for the use of network resources.A key contribution in this tenure includes:☞ Leveraged level 2 technical support as a TVC for Postini and Gmail including, customer communication, bug filing, and pulling logs multiple users.

Saratoga Ca

In this role, I held responsibilities for resolving cabling and network connectivity issues. I oversaw basic network maintenance and installation, including configuring the network-connected devices, including the basic TCP/IP information along with IP Address and Subnet Mask; installing and maintaining network infrastructure hardware like switches; and pulling category 3/5e/6 cable.A key contribution in this tenure includes:☞ Performed systems and desktop support for Macintosh and Windows based systems that included configuring and troubleshooting printers; reimaging desktop and laptops machines; maintaining applications/operating systems, including updates/patches; and installing internal computer hardware, such as RAM and graphics cards.

Performing systems support for Windows based systems and a few Macintosh systems including reimaging desktop and laptops machines,installing and troubleshooting printers, installation of internal computer hardware (e.g. graphics cards, RAM), installing and maintaining applications and operating systems including updates/patches.Performing basic network installation and maintenance including installing network infrastructure hardware and the basic configuration thereof (e.g. switches), pulling category 3/5e/6 cable, and the configuration of network connected devices including the basic TCP/IP information (IP Address, Subnet Mask, etc).

Serving quality food to guests.Setting up banquet tables and buffets.

Assisted individuals with basic system supports needs while attending San José State University both pro bono and as an independent contractor.Tasks included rearranging toolbars in Microsoft Word 97, troubleshooting network communication issues, reimaging and deploying laptopcomputer systems, development and deployment of Local Area Network services including printing interconnection between workstations, and internet connectivity to name a few.

Preparing Sunday morning and Wednesday evening talks.Working with students.Creating and managing various social events.

Setup and operation of Audio/Visual systems.Operating presentation software.Operating lighting.Live sound mixing.