Edwin Waller
Corinth,TX
Summary
Technology Consultant with extensive experience in Active Directory management and network troubleshooting. Demonstrated ability to enhance system performance and client satisfaction through effective problem-solving and collaboration. Skilled in implementing disaster recovery solutions and ensuring robust IT governance while fostering strong client relationships.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technology Consultant Support Services
Right Hemi
OKC, OK
03.2022 - Current
- Windows 10/11 migration
- Tier 1, Tier 2 support
- Active Directory support
- Network support
- VPN and Remote Desktop support
- System administrator
- Social media management
Chief Information Officer
Sheep Dog
Tulsa, OK
08.2021 - 03.2022
- Set up and configure server
- Set up and configure switches
- Set up and configure workstations
- Active Directory
- Office 365 support (Creation/Toggle)
- VPN and Remote Desktop Support
- System administrator
Systems Analyst Network Administrator
3M
Austin, TX
12.2019 - 08.2021
- Access Control Support and Specialist.
- Operating system functionality support.
- Software installation and troubleshooting.
- Support email configuration.
- Mobile Device Management.
- Disaster Recovery, Malware/virus detection and removal.
- Perform systems administration for Windows Servers, Virtual Servers, Exchange servers and, Virtual Desktop operating systems.
- Manage cases according to defined severities and case priorities.
- Maintain client security levels and confidentiality of information.
- Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
- Held accountable for measurable objectives including case touches, case closures, time to resolve.
System Administrator Network Administrator Access Administrator
Integreon
Austin, TX
10.2017 - 06.2019
- Access Control Support and Specialist
- Operating system functionality support
- Software installation and troubleshooting
- Maintain and troubleshoot ESXI
- VPN Troubleshooting and setup
- VoIP configuration
- Support email configuration
- Mobile Device Management
- Disaster Recovery, Malware/virus detection and removal
- Perform systems administration for Windows Servers, Virtual Servers, Exchange servers and, Virtual Desktop operating systems
- Monitor and troubleshoot client backups (Druva)
- Workstation and peripheral diagnostics and support
- Configure or setup switches and servers
- Manage cases according to defined severities and case priorities
- Maintain client security levels and confidentiality of information
- Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
- Setup SOP and implement a service level for ISO certification
- Maintain support documentation for assigned Austin site
- Held accountable for measurable objectives including case touches, case closures, time to resolve
Deskside Support Administration
GTS
Austin, TX
12.2016 - 10.2017
- Operating system functionality support
- Software installation and troubleshooting
- Assist with Citrix/VDI
- VPN Troubleshooting
- VoIP configuration
- Support email configuration
- Mobile Device Management
- Disaster Recovery, Malware/virus detection and removal
- Perform systems administration for Windows Servers, Virtual Servers, Exchange servers and, Desktop operating systems across multiple customers
- Monitor and troubleshoot client backups
- Workstation and peripheral diagnostics and support
- Escalate customer issues through the proper channels
- Manage cases according to defined severities and case priorities
- Maintain client security levels and confidentiality of information
- Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system
- Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption
MSP Analyst System Administrator
Mindshift
Austin, TX
04.2015 - 12.2016
- Provide advanced level support
- Operating system functionality support
- Software installation and troubleshooting
- Assist with Citrix/VDI
- VPN Troubleshooting
- VoIP configuration
- Support email configuration
- Mobile Device Management
- Disaster Recovery, Malware/virus detection and removal
- Perform systems administration for Windows Servers, Virtual Servers, Exchange servers and, Desktop operating systems across multiple customers
- Monitor and troubleshoot client backups
- Workstation and peripheral diagnostics and support
- Escalate customer issues through the proper channels
- Manage cases according to defined severities and case priorities
- Maintain client security levels and confidentiality of information
- Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system
- Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption
- Maintain CRM support documentation for assigned clients by updating admin passwords, software support and installation, network equipment changes, server changes and the like, whenever possible and not done by project engineers and customer engineers on site at client.
- Update assigned clients' CRM Account Alerts for quick support information
- Provide technical guidance to Tier I Technicians by assisting with customer issues or providing formal or informal training
- Update cases and communicate with clients on a daily basis or as required until issue is closed.
- Held accountable for measurable objectives including case touches, case closures, time to resolve
- Provide post-mortem reviews of customer cases or issues as required
- Take customer calls when appropriate metrics are exceeded
- Cultivate close working relationship with assigned clients' Point of Contacts and User Base; attend regular calls with customers to review issues
Deskside Support Administrator
TekSystems Cashcall
Irving, TX
12.2014 - 04.2015
- Tier 1, Tier 2 support
- Utilize Service Manager Console (Ticket system)
- Active Directory (Ad axes)
- VDI Support/ xenapp
- Exchange support (Creation/Toggle)
- VPN and Remote Desktop Support
- System administrator
- Submit and complete warranty request
- Assist with media for presentations and meetings
- Wipe and reimage computers (WIN 7/ XP/ MAC)
- Troubleshoot break issues
- Telecom and network support
- Provide Xerox/HP printer support
- Deployment, recovery, and disposal of equipment
- Support for WIN 7/ XP/ MAC
Systems Administrator Network Administrator Deskside Support
Transamerica
Plano, TX
08.2007 - 12.2014
- Windows 7 migration
- Tier 1, Tier 2 support
- Utilize Remedy (Ticket system)
- Active Directory
- VDI Support/xenapp
- Exchange support (Creation/Toggle)
- VPN and Remote Desktop Support
- System administrator
- Submit and complete warranty request
- Assist with media for presentations and meetings
- Wipe and reimage computers (WIN 7/ XP/ MAC)
- Troubleshoot break issues
- Telecom and network support
- Provide Xerox printer support
- Deployment, recovery, and disposal of equipment
- Support for WIN 7/ XP/ MAC
Education
High School Diploma -
Jack C Hays
Buda, TX04-1999
Skills
- Active Directory management
- Network troubleshooting
- VPN configuration
- Remote desktop support
- Email configuration
- SCCM configuration
- VMware solutions
- LAN setup
- Microsoft Windows and O365
- Disaster recovery
- Mobile device management
- Client relationship management
- Technical documentation
Certification
- HTML
- A+
- CCNA (Trained)
- Dell Service Technician
Education and Training
other
Personal Information
Timeline
Technology Consultant Support Services
Right Hemi
03.2022 - Current
Chief Information Officer
Sheep Dog
08.2021 - 03.2022
Systems Analyst Network Administrator
3M
12.2019 - 08.2021
System Administrator Network Administrator Access Administrator
Integreon
10.2017 - 06.2019
Deskside Support Administration
GTS
12.2016 - 10.2017
MSP Analyst System Administrator
Mindshift
04.2015 - 12.2016
Deskside Support Administrator
TekSystems Cashcall
12.2014 - 04.2015
Systems Administrator Network Administrator Deskside Support
Transamerica
08.2007 - 12.2014
High School Diploma -
Jack C Hays
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