Summary
Overview
Work History
Education
Skills
Timeline
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Walter Anderson

Pensacola,FL

Summary

Experienced IT professional with a strong background in client satisfaction and project management. Skilled in implementing Lean Six Sigma for improved efficiency in technical support. Expert in device lifecycle management and network configuration, ensuring seamless operations across diverse environments.

Overview

15
15
years of professional experience

Work History

IT Operator

Navy Federal/ Zillion Technologies
12.2022 - Current
  • Support for NFCU employees with technical issues on and off campus and at branch locations.
  • Installation of new technical equipment, and replacement of broken equipment at GPO.
  • Installation of new technical equipment, and replacement of broken equipment at GPO.
  • Inventory management of new and refurbished hardware for telework deployments.
  • Refurbishing of returned hardware for use within the business.
  • Use of ServiceNow to build dashboards and charts to present data on ticket numbers and status.
  • Use of ServiceNow to manage incoming tickets, and ensure quality of service.
  • Experience with process improvement ideology and project management practices, like Lean Six Sigma, Agile, and Kaizen.
  • Upkeep and rollout of the Thin Client Laptop Project, and supporting those in the pilot with technical issues, as well as assisting with reporting to the desktop engineering team and ETS management.

Information Technology Service Desk

Pegasus Laboratories, Inc.
Pensacola, United States
01.2019 - 08.2022
  • On-site IT support and IT project management for Pegasus Laboratories Operations
  • Managed inventory tracking and updates of all devices across multiple sites
  • Managed device lifecycles from purchase to decommissioning and recycling.
  • Managed site configuration changes of network and server equipment.
  • Managed an online ticketing system with a push to bring the system in line with ITIL methodology and practices.
  • Assisted with network changes and configuration between multiple sites at different geographic locations in the U.S., as well as worked on network security and VPN resources using Fortinet equipment.
  • Managed projects that include the spin-up of two new corporate locations, new digital signage across all locations, wireless network expansion at warehouse sites to support a new ERP solution, and expansion of A/V in all meeting rooms in Florida locations.
  • Configuration and support for Fortinet, HP, and HPE network devices, including switches, routers, and access points.
  • Experience with VMware and vSphere support and configuration.
  • Project work includes: network and server configuration for 2 new locations, security camera setup project, digital content display setup project, and wireless network expansion project.
  • Recieved training in the fundementals of project management and used PMP idealogy to monitor the status of all projects during thier planning and execution.
  • Imaged and manged desktops and laptops using PDQ deploy
  • Support and managment ERP solution built in Microsoft Dynamics
  • Created reports and dashboards within HaloITSM to present to buisness leaders to show value of IT for the buisness.
  • Manage technical aspects of managed service clients in Pensacola and the surrounding areas
  • Management of clients would include Windows desktop and Server updates, server monitoring, Office 365 administration, and project work as required by the client.
  • Monitored client email, anti-virus, and server uptime.
  • Purchased and set up new equipment for clients when needed.
  • The setup involved imaging machines using SCCM profiles via PXE boot.
  • Worked on the repair and warranty work for HP and Lenovo equipment.

Technical Account Manager

Digital Boardwalk
Pensacola, United States
09.2015 - 01.2019
  • Worked with several small to medium-sized businesses in Pensacola and the surrounding areas to manage their IT infrastructure needs and wants to ensure client functionality.
  • Managed multiple large-scale projects between different customers, while maintaining service levels with all customers under my control, to ensure maximum customer satisfaction with all aspects of the work.
  • Tested and rolled out new IT solutions for customers based on customer needs, and technological updates.
  • Assisted the sales team with ensuring the best match of technical solutions with customer needs and budget.

Student Helpdesk tech

University of West Florida
08.2010 - 06.2015
  • Serviced current and prospective students, Alumini, faculty, and staff with issue with University owned computer equipment and University systems
  • Managed active directory configuration of computers at the university.
  • Imagine and deployment of new desktops and laptops at University offices using SCCM
  • Ensured a high level of client satisfaction for all phone calls and built a reputation as a high volume, high satisfaction tech

Copier Tech

CPC Office Technologies
06.2010 - 09.2010
  • Delivered and set up copiers and copier equipment.
  • Specialized in setup of Sharp, Ricoh, and Lexmark equipment

Education

High School Diploma - Cisco Networking Academy

West Florida High School
Pensacola, FL
06.2010

Some College (No Degree) - Information Technology

University of West Florida
Pensacola

Skills

  • Client satisfaction and communication
  • Data reporting and analysis
  • VPN and network configuration
  • Device lifecycle management
  • Inside sales strategies
  • De-escalation techniques
  • IT helpdesk support
  • Active Directory management
  • SCCM administration
  • Device management solutions
  • Inventory control
  • IT project management methodologies
  • Lean Six Sigma principles
  • VMware virtualization
  • Hyper-V technology
  • Fortinet security solutions
  • PaperCut printing management
  • Windows Server administration
  • Azure cloud services

Timeline

IT Operator

Navy Federal/ Zillion Technologies
12.2022 - Current

Information Technology Service Desk

Pegasus Laboratories, Inc.
01.2019 - 08.2022

Technical Account Manager

Digital Boardwalk
09.2015 - 01.2019

Student Helpdesk tech

University of West Florida
08.2010 - 06.2015

Copier Tech

CPC Office Technologies
06.2010 - 09.2010

High School Diploma - Cisco Networking Academy

West Florida High School

Some College (No Degree) - Information Technology

University of West Florida

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Walter Anderson