Walter L. Caywood
Haltom City
Summary
Dynamic Lead Systems Administrator at BNSF Railway, proficient in mobile device management and user acceptance testing. Orchestrated implementation of ServiceNow’s Virtual Agent, resulting in 22% contact deflection. Demonstrated expertise in process documentation and client relationship management, enhancing operational efficiency and support across organization.
Overview
25
25
years of professional experience
Work History
Lead Systems Administrator
BNSF Railway
Fort Worth
06.2022 - Current
- Business Analyst and tier III support for BNSF Service Desk
- Managed a team that implemented ServiceNow’s Virtual Agent based on existing knowledge articles resulting in a 22% contact deflection
- Continue to perform User Acceptance Testing (UAT) on new apps and devices.
- Planned and implemented an internal Mobility Help Desk
- Documented processes including how to use the wireless portal, Workspace One & Intune, issues requiring cellular vendor support focusing on current iPhone and iPad devices and a few Android tablets
- Supported iPad rollout across our Transportation department and field workers including travel to several locations to provide hands on instructions and device setup
- Supported Workspace One MDM migration to MS Intune
Consulting Systems Engineer
BNSF Railway
Fort Worth
04.2015 - 06.2022
- UAT for internal and external apps, mobile devices and computers
- Assisted with Service Desk transitions, vendor selection, knowledge and process training projects
- ServiceNow ITIL certified, Knowledge Manager creating and maintaining 100’s of KB articles for several support desks
- Planned and implemented an internal MFA Help Desk
- Documented processes and trained employees on the MFA help desk support processes
- Successfully supported our MFA rollout across the entire BNSF Railway of 35,000 employees and contractors
- Supported Mobile Iron MDM migration to Workspace One
- Provide pop up help desk support for several rollouts across the corporate campus
System Administrator
CCI, Contracting to IBM for BNSF Railway
Fort Worth
09.2005 - 11.2005
- Dell Certified Technition – troubleshoting service calls for Dell computers
- Member of Defect Prevention team focused on indentifying opportunities to improve the current business processes by evaluating previous month’s data
- Prioritze incoming account change requests for User Registration team
- Escalate and obtain approvals for user requests as needed
- Assisted with the Service Desk transition knowledge transfer
- Work on projects modifying a large number of user accounts using Active Directory & Hyena applications
Sr. Helpdesk Analyst / Help Desk Laison
InitiaTek, Contracting to IBM for BNSF Railway
Fort Worth
02.2002 - 02.2005
- Provided desk side support for TSOC building
- Work with BNSF Situation Desk and IBM Duty Managers to verify and escalated outages
- Provide second level support for help desk analysts
- Continously update procedures for knowledge base
- Help identify training opportunities for the help desk
- Assist helpdesk with incoming phone calls when needed
Team Lead, Help Desk Analyst
InitiaTek, Contracting to IBM for BNSF Railway
Fort Worth
12.2000 - 02.2002
- Monitored team performance against targets, taking corrective action where necessary.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
Help Desk Analyst
InitiaTek, Contracting to IBM for BNSF Railway
Fort Worth
02.2000 - 12.2000
- Answered user inquiries to resolve computer software or hardware operation problems.
- Developed reports related to helpdesk activities and performance metrics.
- Installed software applications on user systems according to company policies.
Sr. Technical Analyst, Transportation Desk
BNSF Railway
Fort Worth
11.2005 - 04.2000
- Tier I call center environment personally averaging 45-60 calls daily
- Supporting our mainframe emulator and web emulators
- Supported train movement applications in the mainframe system
- Assisted employees with account access and password management
- Began documenting current processes and adding them to a Sharepoint OneNote knowledge base
- Assisted customers with registration, course completion and exam tracking in the Web Based Training, SuccesFactors environment
Education
Bachelors Degree - Business Computer Information Systems
University of North Texas
Denton, TXAssociates Degree - Business Administration
Tarrant County Junior College
Fort Worth, TXSkills
- Mobile device management
- User acceptance testing
- ServiceNow administration
- Process documentation
- Client relationship management
- Help desk support
- Technical training
- Testing and quality assurance
- IOS and Android support
- ServiceNow ITSM
- Incident management
- Knowledge management
- Genesys and Genesys Cloud
- Analytics and reporting
- SAP SuccessFactors
- Secure access solutions
- Workforce management systems
Accomplishments
- Eagle Scout, Boy Scouts of America Troop 37
- 2020 BNSF Employee of the Year
- 2024 BNSF Employee of the Year
References
- Marc Fergus, BNSF Senior Manager II, [817] 991-5861
- Susan Hendrix, AST & BNSF co-worker, [682] 307-9818
- Travis Logan, AST co-worker, [817] 829-1800
- Clay Perrine, AST co-worker, [817] 360-4067
- Janie Butler, family friend, [817] 223-0756
Timeline
Lead Systems Administrator
BNSF Railway
06.2022 - Current
Consulting Systems Engineer
BNSF Railway
04.2015 - 06.2022
Sr. Technical Analyst, Transportation Desk
BNSF Railway
11.2005 - 04.2000
System Administrator
CCI, Contracting to IBM for BNSF Railway
09.2005 - 11.2005
Sr. Helpdesk Analyst / Help Desk Laison
InitiaTek, Contracting to IBM for BNSF Railway
02.2002 - 02.2005
Team Lead, Help Desk Analyst
InitiaTek, Contracting to IBM for BNSF Railway
12.2000 - 02.2002
Help Desk Analyst
InitiaTek, Contracting to IBM for BNSF Railway
02.2000 - 12.2000
Bachelors Degree - Business Computer Information Systems
University of North Texas
Associates Degree - Business Administration
Tarrant County Junior College
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