Summary
Overview
Work History
Education
Skills
Accomplishments
Other Information
Interests
Timeline
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Andrew (AJ) Billingsley

Appleton,WI

Summary

Focused professional with 14+ years of experience and a proven knowledge of desktop technology, end user support, and server administration. Looking to provide high end support with advanced troubleshooting and clear communication to be an effective team member for any customer.

Overview

15
15
years of professional experience

Work History

Information Technology Support Specialist

A To Z Machine Company
08.2021 - Current
  • Managed high levels of call flow and responded to technical support needs.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Monitored system performance to identify potential issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Configured and tested new software and hardware.
  • Developed and implemented preventive maintenance procedures.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Spearheaded inventory control measures to replenish and maintain IT equipment.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
  • Evaluated software products to determine compatibility with existing systems.
  • Identified and resolved network congestion issues and bottlenecks.
  • Diagnosed and executed resolution for network and server issues.
  • Planned and implemented upgrades to system hardware and software.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Information Technology Specialist

LAWRENCE UNIVERSITY
10.2017 - 08.2021
  • Answer user inquiries regarding Apple and Windows software or hardware operation to resolve problems
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
  • Refer major hardware or software problems or defective products to vendors or technicians for service
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
  • Perform computer imaging and updates on Apple and Windows systems.

Service Desk Analyst

OSHKOSH CORPORATION
01.2017 - 10.2017
  • Oversee the daily performance of computer systems
  • Answer user inquiries regarding computer software or hardware operation to resolve problems
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
  • Refer major hardware or software problems or defective products to vendors or technicians for service
  • Utilized Service Now issue tracking system to track and resolve issues and requests
  • Utilized Mobile Iron MDM for use with company owned Apple devices.

AV Service Technician

ENTERPRISE SYSTEMS GROUP
09.2015 - 08.2016
  • Diagnose and resolve media system problems
  • Perform minor repairs and routine cleaning of audio and video equipment
  • Install audio and video equipment for use in office conferencing systems.

Nodal Network Systems Operator and Maintainer

UNITED STATES ARMY
04.2011 - 04.2015
  • Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment
  • Configure security settings or access permissions for groups or individuals
  • Configure wide area network (WAN) or local area network (LAN) routers or related equipment
  • Document network support activities
  • Evaluate local area network (LAN) or wide area network (WAN) performance data to ensure sufficient availability or speed, to identify network problems, or for disaster recovery purposes
  • Identify the causes of networking problems, using diagnostic testing software and equipment
  • Install new hardware or software systems or components, ensuring integration with existing network systems
  • Perform routine maintenance or standard repairs to networking components or equipment
  • Troubleshoot network or connectivity problems for users or user groups
  • Create or revise user instructions, procedures, or manuals
  • Create or update technical documentation for network installations or changes to existing installations
  • Maintain logs of network activity
  • Provide telephone support related to networking or connectivity issues.

Computer Repair Technician

MAD CITY TECHS
11.2009 - 07.2011
  • Diagnosed and repaired computer hardware and software systems using system tools and hardware diagnostic utilities
  • Used multiple virus and security scanners to resolve virus infections
  • Built custom computers using customer needs and budget
  • Installed home and small business wireless network solutions
  • Used data recovery methods to secure lost data.

Education

High School Diploma -

Appleton East High
APPLETON, WI
06.2006

Skills

  • Evaluate local area network (LAN) or wide area network (WAN) performance data to ensure sufficient availability or speed, to identify network problems, or for disaster recovery purposes
  • Identify the causes of networking problems, using diagnostic testing software and equipment
  • Install new hardware or software systems or components, ensuring integration with existing network systems
  • Perform routine maintenance or standard repairs to networking components or equipment
  • Troubleshoot network or connectivity problems for users or user groups
  • Create or revise user instructions, procedures, or manuals
  • Create or update technical documentation for network installations or changes to existing installations
  • Maintain logs of network activity
  • Provide telephone support related to networking or connectivity issues
  • Data Recovery
  • Maintain server health and in depth event log diagnostics
  • Excellence in customer communication and support

Accomplishments

  • Fully developed and maintained RADIUS server credentials and sticky MAC authentication for over 50 different Cisco switches with 3 enclaves of security levels.
  • Supervised squad of 5 members achieving rank of Corporal in support of Operation Just Resolve in Germany and Lithuania.
  • Supported and maintained operational readiness of IT systems during Operation Enduring Freedom for Forward Operating Base Gamberi, Afghanistan 2012 - 2013.
  • Implemented major changes to remote patching software for current employer.

Other Information

1204 1/2 S JEFFERSON ST, APPLETON, WI, 54915, (920) 915-4488, billingsleyaj@gmail.com

Interests

- Technology is in my blood and has been since an early age since Wolfenstein 3D or taking apart computers at the age of 5

- I love to game and am always looking at new technologies that inspire a world of young IT fanatics

- I love to teach and explain how technology works and or offer solutions to make technology work for people

- I love to camp, swim, 3D print, or just hang out at a fire


Timeline

Information Technology Support Specialist

A To Z Machine Company
08.2021 - Current

Information Technology Specialist

LAWRENCE UNIVERSITY
10.2017 - 08.2021

Service Desk Analyst

OSHKOSH CORPORATION
01.2017 - 10.2017

AV Service Technician

ENTERPRISE SYSTEMS GROUP
09.2015 - 08.2016

Nodal Network Systems Operator and Maintainer

UNITED STATES ARMY
04.2011 - 04.2015

Computer Repair Technician

MAD CITY TECHS
11.2009 - 07.2011

High School Diploma -

Appleton East High
Andrew (AJ) Billingsley