Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Walther PERRY

Rochester,NY

Summary

Flexible Technical Support Engineer with 28 years of experience helping clients maintain smooth operations. Expertise in printer systems and production environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.

Overview

28
28
years of professional experience
1
1
Certification

Work History

IT Technician II

Colliers Engineering And Design
09.2022 - Current
  • Managed ServiceNOW tickets and decreased downtime by proactively monitoring and addressing potential issues in timely manner.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Imaged and distributed computer and related hardware for new hires.
  • Facilitated IT Orientation for new hires.
  • Created and modified 365 Groups and Active Directory groups/accounts as needed.
  • Performed file restores

Technical Support Engineer

Xerox
07.1996 - Current
  • Responded to support requests from end users and patiently walked individuals through basic and complex troubleshooting tasks.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Assessed system hardware and software and suggested modifications to increase performance and up time.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Documented reported faults and bugs for referral to development staff's use in iterative updates.
  • Performed root cause analysis of reported issues to decisively discern and enact corrections.
  • Maintained personal repository of technical knowledge used to hone responses and shorten remediation times.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained lab workstations and printing systems to keep networks fully operational.
  • Facilitates monthly field conference call to disseminate critical engineering information and discuss current problem set seen in field. Call is viewed in over 30 countries.

Education

No Degree - Electrical Engineering / Computer Science

SUNY Canton
Canton, NY

No Degree - Computer Science

SUNY Fredonia
Fredonia, NY

Skills

  • Teamwork and Collaboration
  • Tracking and Documentation
  • Troubleshooting Network Issues
  • Microsoft Windows and Office
  • Hardware and Software Repair
  • Issue and Resolution Tracking
  • Help Desk Support
  • Technical Documentation
  • System Troubleshooting
  • Resolving Problems and Incidents
  • Computer Security
  • Software Updates
  • Hardware Upgrades
  • Customer Service
  • JIRA Systems
  • Remote Technical Support
  • Online Chat Support
  • Computer Hardware Knowledge
  • Cisco WebEx
  • Incoming Call Management

Accomplishments

    Chosen by upper management as Peak Performer Gold recipient in 2008 for outstanding performance.

Certification

  • Lean Six Sigma Green Belt, Xerox - 2011

Timeline

IT Technician II

Colliers Engineering And Design
09.2022 - Current

Technical Support Engineer

Xerox
07.1996 - Current

No Degree - Electrical Engineering / Computer Science

SUNY Canton

No Degree - Computer Science

SUNY Fredonia

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Walther PERRY