Milton Wilson
Florissant,MO
Summary
Detail-oriented Technician with extensive experience in delivering technical support and managing projects. Expertise in network administration, system upgrades, and software installations enhances operational efficiency. Effectively communicates complex concepts to diverse users, driving improved system performance and user satisfaction.
Overview
1
1
Certification
18
18
years of professional experience
Work History
IT Technical Support Specialist
Healthcare Fraud Shield
Chesterfield, MO
09.2024 - Current
- Resolved hardware and software issues across Windows desktops, laptops, and printers.
- Managed user accounts in Active Directory and Microsoft 365.
- Assisted remote users with VPN, email, and secure access connections.
- Documented incidents and updates in help desk ticketing systems.
- Guided employees through system use and basic troubleshooting steps.
- Tracked progress of service requests using ticketing system while providing timely updates to customers.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Created detailed technical documentation for IT processes and procedures.
- Maintained inventory of all technology assets within the organization's network infrastructure.
- Configured user accounts in Active Directory and other directory services platforms.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Resolved escalated customer inquiries via telephone or remote access tools.
- Collaborated with other departments such as Human Resources and Marketing to ensure successful integration of new technologies into their operations.
Technical Support Specialist III
Foley & Mansfield
02.2017 - Current
- Specialized in providing desk-side assistance for both hardware and software challenges.
- Facilitated remote assistance for various office branches, encompassing employees working from home.
- Proficient in managing environments primarily based on Windows 7 and Windows 10, with limited MacOS support.
- Expertise in Mobile Device Management (MDM) support and administration.
- Identified as an Office 365 specialist, enhancing team productivity and collaboration.
- Skilled in Active Directory support, ensuring secure and efficient access management.
- Oversaw the support and maintenance of conference room AV equipment and software, facilitating seamless meetings.
- Conducted inventory management, ensuring the availability and accessibility of essential tech resources.
- Administered VMware environments, contributing to reliable and scalable virtual infrastructure.
- Managed Acronis imaging administration, streamlining system deployment and recovery processes.
- Implemented effective ticketing and documentation procedures, improving issue resolution and knowledge sharing.
- Led projects focusing on upgrades and security enhancements, boosting system resilience and performance.
- Demonstrated proficiency in Azure and Endpoint management, advancing cloud and device security initiatives.
- Delivered personalized training to end-users on specific applications, enhancing competency and efficiency.
Digital Signage Operations Manager
EJO Ventures
Nashville, TN
02.2023 - 07.2026
- Improved internal workflows across EJO Ventures business units and departments.
- Managed staff hiring, onboarding, and performance reviews for EJO Ventures teams.
- Monitored operational compliance, policies, and procedures for EJO Ventures.
- Oversaw reporting, records, and administrative systems for EJO Ventures operations.
- Solved staffing, supply, and process issues across EJO Ventures locations.
- Supervised day-to-day workflow of employees to maximize productivity and maintain quality standards.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Developed and implemented operational procedures to ensure quality standards are met.
Lead Technical Support Specialist
NSC Global/Monsanto
03.2016 - 01.2017
- Offered expert support for operating systems, including Windows XP, Windows 7, and Mac OS, alongside mobile device support encompassing Android and iOS platforms.
- Provided comprehensive desk-side assistance, tackling both hardware and software issues to ensure smooth operations.
- Skilled in supporting Microsoft Office 2007 and 2016, coupled with basic Exchange server management, while enhancing workplace productivity.
- Administered Active Directory and specialized in supporting proprietary Monsanto software, demonstrating a broad technical proficiency.
- Managed support for laboratory equipment integrated with PCs, ensuring operational efficiency and reliability.
- Executed effective inventory management, maintaining optimal levels of IT assets for business continuity.
- Oversaw ticket and documentation management using Remedy, streamlining issue resolution processes.
- Proficient in administering RSA and Ping One tools, fortifying system security.
- Enabled seamless remote support using VPN, RDP, and Citrix, ensuring uninterrupted work for remote users.
Lead Technical Support Specialist
Buscomm Incorporated
09.2014 - 01.2016
- Provided customer support for a range of audio recording software, including Verint Audiolog, Stancil, Uptivity, Liberty Interview Recorder, and For the Record, using Bomgar for remote assistance to servers and workstations for troubleshooting, fixes, and upgrades.
- Expertly installed and supported Windows operating systems such as Server 2003/2008 and Windows XP/7, including relevant drivers for RAID and Ethernet cards.
- Reconstructed servers for testing purposes, ensuring the installation of all necessary software, firmware, and hardware components like RAID cards, Ethernet cards, Osprey cards, and telephony cards.
- Conducted on-site visits to replace and repair servers, workstations, and other essential equipment in remote locations.
- Installed necessary recording equipment, including cameras and microphones for the interview room and courtroom setups.
- Managed the integration of analog, digital, and VOIP phones with recording servers for optimal functionality.
- Oversaw and tested Ethernet connections between servers and workstations to ensure stable and reliable network performance.
- Delivered comprehensive training to users on equipment troubleshooting techniques and configuration adjustments for recording servers and workstations.
Service Desk Analyst
Intelliteach
12.2013 - 07.2014
- Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
- Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelligence script, spelling, grammatical, and related guidelines).
- Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
- Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
- Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
- Escalate unresolved issues to Team Leads.
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
Technician
Stephens & Ward Inc
01.2009 - 01.2011
- Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
- Configure software to connect to Internet application servers.
- Provide training to clients in the use of system and applications as related to Internet/Software/Hardware.
- Obtain general understanding of OS and application operations related to offered services.
- Identify and correct or advise, on operational issues in client computer systems.
- Assists staff with the installation, configuration, and ongoing usability of desktop
- Computers, peripheral equipment and software within established standards and guidelines.
- Works as an Ambassador for the Company in getting new contracts/vendors.
- Interact with numerous computer platforms in a multi-layered client server environment.
- Assists in maintaining LAN/WAN records and, as appropriate, telephone systems cabling
Education
Business Information Systems
Mississippi State University
12-2010
Skills
- Windows
- Citrix
- Powershell
- GPO
- Active Directory
- Azure
- Mac OS
- Mobile Device Management
- VMware
- Networking
- Virtualization
- C#
- Java
- HTML
- Microsoft 365 administration
- Active Directory administration
- Network troubleshooting
- Ticketing systems
- Endpoint management
- Asset inventory
- Remote support
- Technical documentation
- Operating system support
- Advanced troubleshooting
- Application support
- Network administration
- Active Directory management
- Wireless networking
- Software deployment
- End-user training
- Ticketing system experience
- Help desk support
- Windows 10
- DHCP/DNS ethernet and firewall proficient
- Microsoft office specialist (MOS) expert
- Project planning
- Process improvement
- Asset management
- Resource allocation
Personal Information
Title: Technical Specialist and Consultant
Certification
- Comptia A+
- Microsoft Office Specialist
- CCNA
Timeline
IT Technical Support Specialist
Healthcare Fraud Shield
09.2024 - Current
Digital Signage Operations Manager
EJO Ventures
02.2023 - 07.2026
Technical Support Specialist III
Foley & Mansfield
02.2017 - Current
Lead Technical Support Specialist
NSC Global/Monsanto
03.2016 - 01.2017
Lead Technical Support Specialist
Buscomm Incorporated
09.2014 - 01.2016
Service Desk Analyst
Intelliteach
12.2013 - 07.2014
Technician
Stephens & Ward Inc
01.2009 - 01.2011
Business Information Systems
Mississippi State University