Computer and customer support
James A. Williams
Objective:
Continuation of improving and adding to skill sets pertaining to IT
Industry Experience
Over ten years of information technology (IT) experience implementing
comprehensive Computer Support for both the private sector as well as for the
federal government. Has implemented means that informed customers a technician
has looked at issues reported via thick stock contact cards. Has lead a team of
five plus technicians in field service. Also has lead a team of five plus
technicians in taking inventory, implementing NT to a 3.0 network as well as
leading a software install team working a new, never before used, site specific
program. Has held a position equivalent to a GS-11 at an Air base in Korea for
a procurement group as a Systems administrator. Served as a deployment lead of
five plus technicians for the PACAF region. Served as the lead Systems
administrator for a procurement group at the Washington DC Naval Yard as well
as serving as the classified systems point of contact for the State Department
at one of their Annex locations
Detailed Experience
Nov 2015-Present LPL Financial La Jolla, Ca Email Upgrade Specialist
.Support included Email migration from unix based server to Microsoft Exchange
. Set up email and profile within outlook or outlook web application
. If able, back up old profile with contacts and calendar included
. import contacts and calendar into new outlook account
. Set up email on mobile devices such as Iphones, Ipads and Android
July 2015-Oct. 2015 Computer Concepts Unlimited San Diego, Ca Satellite Installation
Technician
. Support included Running Cat53 network Cable; Terminating cable; connect and verify comms through a
switch; Verify Line of site and azimuth alignment of dish
. Set up DVR; security cameras, run and terminate cat5E network cable for security camera installation at
Sprint Locations to fill time while waiting for additional Satellite installations to be approved
October 2013 � May 2014 Manpower/Kilderkin Group/Cask Camp Pendleton, CA Help Desk
Specialist Provide software and hardware support to the United
States Marine Corp
. Support includes troubleshooting, problem solving, and Help Desk customer relations
. Provide Support for Classified as well as un-classified Systems
. Troubleshooting, problem solving, and Help Desk customer relations
. Walk users through diagnostic procedures over the phone to determine source
of error
. Use Active Directory to confirm and modify user accounts
. Use the Microsoft remote assistance tools to access Customer systems to troubleshoot and or correct issues
using an administrative account
. Log and track calls using Remedy database
July 2008-July2013 SAIC San Diego, Ca. Systems Analyst
Provide continuous global distance support to the Joint Services meteorology
and oceanography communities for systems and tactical applications.
. Troubleshoot & resolve supported systems and software.
. Walk users through diagnostic procedures over the phone to determine source
of error.
. Log and track calls using Remedy database.
October 2004-July 2008 SAIC Mclean, Va. Help Desk Specialist Lead
.Provide software and hardware support on a sub-contract with Lockheed martin
for the air force in the National Capital Region. This includes but not limited
to: Install, troubleshoot, service, and repair desktop and laptop workstations.
.Provide hardware and software support for networked scanners and printers
.Provide hardware and software support for all computers and their peripheral
devices.
.Track work assignments using Remedy Trouble ticket tracking software
April 2003-August 2003 Perot Government Solutions Osan AFB, Korea Systems Administrator
.Provide software and hardware support on a contract with Osan Airbase as a
GS-11 equivalent in a military Accounting and finance environment
.Support included desktop installs, Software installs, updating Air force
procurement data bases, add and remove profiles from active directory, add and
remove exchange server profiles, over seeing and granting access to Air Force
Financial Databases
.Implemented a paperless Document procedure using Air Force Software known as
Depcon.
.Implemented trouble Ticket storage and tracking.
.Implemented Customer Contact Cards.
February 2003-April 2003 Computers Universal, Inc Osan AFB, Korea Systems Administrator/Deployment
Lead
.Acted as a Deployment Lead for Dell on the Pacific Air Force (PACAF)
Computer Migration Project.
.Provided temporary support on a month to month contract at various locations
in the PACAF region
.Duties included the use of a new software application created for the PACAF
project to capture data and settings from the customers computer and placing
the information on the new system.
July 2002-September 2002 SYTEL, INC. Naval Yard, Washington D.C Lead Systems Administrator
.Provided software and database support on a temporary contract for the Navy
Yard at Naval Sea Systems Command.
.As the Lead Systems Administrator in procurement environment
responsibilities included, desktop installs, contract corrections and changes,
database updates, transmitting contracts, inputting new procurement vendors and
contacts.
April 2000-July 2002 Getronics Government Solutions Mclean, Va, Systems/LAN Administrator
.After one year as a Field Technician within the company, was transferred to
the State Department to provide hardware and software support as a systems
administrator in a SEAT environment.
.Support included Classified Systems as well as /un-classified
.Support included, but not limited to, hardware and software installations,
troubleshooting, problem solving, and Help Desk customer relations
.Provided support in a LAN and Intranet environment as a LAN administrator,
where duties included account creation and modification within active directory
.Image systems on Class and un-class equipment
.Join systems to the proper domains.
.Provided support for stand-alone Internet stations known as RIA net
.Took the responsibility for system setups and upgrades as a Project Lead
.Served as an aid to the Director of State Gen. Williams, by providing and
running systems for use in Department of State and Senate Staff meetings
April 1999-April 2000 Getronics Government Solutions Mclean, Va. Lead Field Technician
.Started with company as a field service technician
.As a Field Technician worked on various types of Dell equipment, including
servers, laptops, desktops and workstations
.Within six months promoted to Lead Field Technician
.As lead technician, was tasked to inventory all incoming/outgoing parts,
organize new trouble tickets with corresponding computer parts received and the
disbursement of set tickets and parts to all field service
technicians/representatives
October 1998-March 1999 Applied Management Systems Rockville, MD
Computer Hardware Technician
.As a member of the Microcomputer Services Division (MSD) PC Survey
Team, conducted inventory of all hardware and software for each computer at the
Nuclear Regulatory Commission (NRC).
.Upgraded Operating System from Win3.1 to WinNT 4.0
.Installed system upgrades such as RAM and Hard Disc Drives
.Was member of the Star Fire installation team
.Was member of Novell Intranet installation team where the task was set to
move user accounts from server based LAN to tree based LAN
March 1993-March 1997 US Navy Sasebo, Japan U.S. Navy Gunners Mate
.Maintained ship security, weapons, and small arms.
.Conducted troubleshooting of all equipment.
Conducted proper military etiquette.
.Acted as a United States liaison while in foreign countries
James A. Williams
Objective:
Continuation of improving and adding to skill sets pertaining to IT
Industry Experience
Over ten years of information technology (IT) experience implementing
comprehensive Computer Support for both the private sector as well as for the
federal government. Has implemented means that informed customers a technician
has looked at issues reported via thick stock contact cards. Has lead a team of
five plus technicians in field service. Also has lead a team of five plus
technicians in taking inventory, implementing NT to a 3.0 network as well as
leading a software install team working a new, never before used, site specific
program. Has held a position equivalent to a GS-11 at an Air base in Korea for
a procurement group as a Systems administrator. Served as a deployment lead of
five plus technicians for the PACAF region. Served as the lead Systems
administrator for a procurement group at the Washington DC Naval Yard as well
as serving as the classified systems point of contact for the State Department
at one of their Annex locations
Detailed Experience
Nov 2015-Present LPL Financial La Jolla, Ca Email Upgrade Specialist
.Support included Email migration from unix based server to Microsoft Exchange
. Set up email and profile within outlook or outlook web application
. If able, back up old profile with contacts and calendar included
. import contacts and calendar into new outlook account
. Set up email on mobile devices such as Iphones, Ipads and Android
July 2015-Oct. 2015 Computer Concepts Unlimited San Diego, Ca Satellite Installation
Technician
. Support included Running Cat53 network Cable; Terminating cable; connect and verify comms through a
switch; Verify Line of site and azimuth alignment of dish
. Set up DVR; security cameras, run and terminate cat5E network cable for security camera installation at
Sprint Locations to fill time while waiting for additional Satellite installations to be approved
October 2013 � May 2014 Manpower/Kilderkin Group/Cask Camp Pendleton, CA Help Desk
Specialist Provide software and hardware support to the United
States Marine Corp
. Support includes troubleshooting, problem solving, and Help Desk customer relations
. Provide Support for Classified as well as un-classified Systems
. Troubleshooting, problem solving, and Help Desk customer relations
. Walk users through diagnostic procedures over the phone to determine source
of error
. Use Active Directory to confirm and modify user accounts
. Use the Microsoft remote assistance tools to access Customer systems to troubleshoot and or correct issues
using an administrative account
. Log and track calls using Remedy database
July 2008-July2013 SAIC San Diego, Ca. Systems Analyst
Provide continuous global distance support to the Joint Services meteorology
and oceanography communities for systems and tactical applications.
. Troubleshoot & resolve supported systems and software.
. Walk users through diagnostic procedures over the phone to determine source
of error.
. Log and track calls using Remedy database.
October 2004-July 2008 SAIC Mclean, Va. Help Desk Specialist Lead
.Provide software and hardware support on a sub-contract with Lockheed martin
for the air force in the National Capital Region. This includes but not limited
to: Install, troubleshoot, service, and repair desktop and laptop workstations.
.Provide hardware and software support for networked scanners and printers
.Provide hardware and software support for all computers and their peripheral
devices.
.Track work assignments using Remedy Trouble ticket tracking software
April 2003-August 2003 Perot Government Solutions Osan AFB, Korea Systems Administrator
.Provide software and hardware support on a contract with Osan Airbase as a
GS-11 equivalent in a military Accounting and finance environment
.Support included desktop installs, Software installs, updating Air force
procurement data bases, add and remove profiles from active directory, add and
remove exchange server profiles, over seeing and granting access to Air Force
Financial Databases
.Implemented a paperless Document procedure using Air Force Software known as
Depcon.
.Implemented trouble Ticket storage and tracking.
.Implemented Customer Contact Cards.
February 2003-April 2003 Computers Universal, Inc Osan AFB, Korea Systems Administrator/Deployment
Lead
.Acted as a Deployment Lead for Dell on the Pacific Air Force (PACAF)
Computer Migration Project.
.Provided temporary support on a month to month contract at various locations
in the PACAF region
.Duties included the use of a new software application created for the PACAF
project to capture data and settings from the customers computer and placing
the information on the new system.
July 2002-September 2002 SYTEL, INC. Naval Yard, Washington D.C Lead Systems Administrator
.Provided software and database support on a temporary contract for the Navy
Yard at Naval Sea Systems Command.
.As the Lead Systems Administrator in procurement environment
responsibilities included, desktop installs, contract corrections and changes,
database updates, transmitting contracts, inputting new procurement vendors and
contacts.
April 2000-July 2002 Getronics Government Solutions Mclean, Va, Systems/LAN Administrator
.After one year as a Field Technician within the company, was transferred to
the State Department to provide hardware and software support as a systems
administrator in a SEAT environment.
.Support included Classified Systems as well as /un-classified
.Support included, but not limited to, hardware and software installations,
troubleshooting, problem solving, and Help Desk customer relations
.Provided support in a LAN and Intranet environment as a LAN administrator,
where duties included account creation and modification within active directory
.Image systems on Class and un-class equipment
.Join systems to the proper domains.
.Provided support for stand-alone Internet stations known as RIA net
.Took the responsibility for system setups and upgrades as a Project Lead
.Served as an aid to the Director of State Gen. Williams, by providing and
running systems for use in Department of State and Senate Staff meetings
April 1999-April 2000 Getronics Government Solutions Mclean, Va. Lead Field Technician
.Started with company as a field service technician
.As a Field Technician worked on various types of Dell equipment, including
servers, laptops, desktops and workstations
.Within six months promoted to Lead Field Technician
.As lead technician, was tasked to inventory all incoming/outgoing parts,
organize new trouble tickets with corresponding computer parts received and the
disbursement of set tickets and parts to all field service
technicians/representatives
October 1998-March 1999 Applied Management Systems Rockville, MD
Computer Hardware Technician
.As a member of the Microcomputer Services Division (MSD) PC Survey
Team, conducted inventory of all hardware and software for each computer at the
Nuclear Regulatory Commission (NRC).
.Upgraded Operating System from Win3.1 to WinNT 4.0
.Installed system upgrades such as RAM and Hard Disc Drives
.Was member of the Star Fire installation team
.Was member of Novell Intranet installation team where the task was set to
move user accounts from server based LAN to tree based LAN
March 1993-March 1997 US Navy Sasebo, Japan U.S. Navy Gunners Mate
.Maintained ship security, weapons, and small arms.
.Conducted troubleshooting of all equipment.
Conducted proper military etiquette.
.Acted as a United States liaison while in foreign countries