Victor Williams

Analyzing production network issues to suggest corrective action
Utilizing troubleshooting mechanisms and escalation processes
Administering service requests and official communication processes
Providing assistance in ticket management and reporting tasks
Communicate with site technicians and track problems through to resolution
Participate in projects for moving purposes(ongoing)
Complete Decommission procedures
Perform server installs via Knowledge Base involving Microsoft Server and Linux
Create scripts for improving daily process routine

• Performs routine preventive maintenance, testing, and repair with respect to computer hardware and software problems, networking, and/or telecommunications
• Diagnoses and repairs routine computer related problems and/or refers complex problems to Technical Support Specialist II or III or another technical professional
• Installs software, personal computers, printers, and other peripherals as directed or requested by users
• Assists in making recommendations for modifications or additions to personal computer systems, hardware components, and software applications; assists in identifying associated costs
• Troubleshoots routine technical problems and supports university Help Desk as required
• Assists in design of web page text and visual content, navigational links, and page layout
• Consults with users to determine web needs and recommends solutions.

• Delivering consistently excellent customer service to your clients, from the first call of the day to the last call of the day
• Managing tier 1 help desk requests via our ticketing system
• Following-up on outstanding requests and ensure your client is happy with the resolution
• Supporting your clients remotely via telephone, email, and remote desktop
• Providing system administration support for Windows OS, networks, network security, and network infrastructure devices
• Quickly identifying and escalating more complex client problems to tier 2 or the escalation team
• Assisting with in-house projects to keep improving our network and processes
• Maintaining up to date knowledgebase by documenting all issue resolutions; creating tip sheets and IT training documents
• Configuring and troubleshoot Windows PCs/laptops, printers, and mobile devices
• Diagnose and troubleshoot technical issues, including account setup and some network configuration
• Research and identify solutions to software and hardware issues
• Monitor the service desk system for incidents to resolution, within agreed SLA’s

• Clearview Energy
• Performing a wide range of network administration duties including installations, debugging, maintenance, upgrades, and general support for HP and Fortinet networking equipment
• Evaluate, test, and deploy all software and hardware upgrades to the networking infrastructure
• Assist in the configuration and deployment of core and peripheral network devices, which will require continuous learning of new devices
• Proactive monitoring of all network devices, services, and servers using a combination of tools to ensure high availability and SLA's
• Collect and review network utilization data for capacity and planning purposes
• Interface with vendors for procurement & maintenance of all IT infrastructures
• Manage & troubleshoot network and Internet connectivity throughout the organization
• Work closely with the fellow tech team members to provide end-user support and issue resolution
• Maintain up-to-date knowledge of emerging tools and technologies
• Research, evaluate and recommend technologies to support business requirements