David Sims

• Administer and support university systems to include secure access, data safety and integrity, disaster recovery, and physical security.
• Maintain networked servers, workstations, peripherals and terminals, ensuring proper integration of these components with existing university computer systems. Plan and implement system security policy, to include firewalls, host and client access, file permissions, and user accounts.
• Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational problems. Monitor file and system access to ensure confidentiality and proper use. Maintain file services and backup/recovery processes and procedures.
• Design and develop methods and procedures for collecting, organizing, interpreting, and classifying system and log data for security, performance and capacity planning needs. This should include application logs such as web and database services hosted by the system.
• Design and program specific system scripts in response to department/client needs; install and debug new and/or upgraded software on server and client platforms, ensuring compliance with current site licenses; document all administered systems; manage websites and associated pages.
• Research, evaluate, install, configure, and troubleshoot all hardware, peripherals, and equipment necessary to meet integrated systems objectives. Develop specialized skills within specific components of system administration.
• Develop and implement various training and instruction programs for users on the use of operating systems, networking, applications, and databases.

Ensure all Windows and MacOS computers run the latest supported operating systems, software, and patches/updates.
Replace and surplus out-of-warranty equipment on schedule, and keep spare workstations ready to deploy.
Manage iPhones and iPads through the Jamf Pro Management Server.
Perform regular audits of inventory, assets, and network registration
Provide user support for hardware issues and program related issues

• Accepted promotion to onsite technician position

Duties remain the same but I now perform these duties on site at our client locations

• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
• Documented repair processes and helped streamline procedures for future technical support actions
• Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions
• Updated software versions with patches and new installations to close security loopholes and protect users
• Delivered remote IT support for hardware and software to several client companies
• Consistently responded to customer service tickets within standard window for optimal response
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support

• Supported Thomas Jefferson Foundation employees having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
• Provided real-time support to everyday users of Office Suite, Ring Central and various other programs
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
• Troubleshot daily IT desktop client issues, supporting multiple departments and various offices
• Delivered local and remote IT support for hardware and software to company personnel
• Managed user profiles, security access and shared file structures
• Configured new employee work stations, including all hardware, software and peripheral devices

• Migrate PC Operating systems from window 7 to Windows 10
• Imaging PC's with up to date image used by UVA Medical - this included UVA's EMR
• Reloading appropriate programs such as Epic and customer items once device is imaged
• Updating pc BIOS
• Mapping shared drives and printers
• Accessing Remedy for device management

• Utilize iCommVergence program to access customer accounts
• Inbound calls through Interaction Desktop portal
• Evaluating possible outages
• Supported Shentel customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
• Provided real-time support to everyday users of Cable Tv and DSL internet service
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
• Supported customers with online billing, access and account issues
• Resolved average of 100 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume
• Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems

• Provided on-site and remote technical support to users
• Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and
  peripheral equipment
• Installed new hardware and software, patched systems and configured settings
• Maintained current knowledge of Windows 10 and Windows 7 operating systems
• Consistently met deadlines and requirements for all production work orders
• Recommended network security standards to management
• Utilized Active directory, 365Admin, Google admin and MaaS360 for daily productivity

• Answered average of 20 calls, emails and tickets per day, addressing customer inquiries, solving problems and providing new product
  information.
• Entered details such as customer account information and call logs into proprietary system
• Managed all aspects of the Technical Support Department
• Conducted interviews and responsible for training new technicians
• Attended weekly meetings with department heads about changes or to address issues
• Worked with thin clients using VMware
• Built knowledge base for IT procedures
• Handled extremely delicate information including customer SSN, bank account numbers