William Crooks
Davenport,FL
Summary
I am a detail-oriented team player with strong organizational skills, with the ability to handle multiple projects simultaneously with a high degree of accuracy. I bring a passion for authenticity and quality in both my professional and personal life, which is reflected in my past work accomplishments, projects, and coworker's support and approval.
Overview
14
14
years of professional experience
Work History
Guest Care Support (Avengers)
Disney Central
07.2022 - Current
- Established and upheld high standards, promoting great customer service and assistance to guests, as well as support to fellow frontline cast.
- Created and supported innovative call and user Log and Trend tracking solutions, for streamlining daily operations, and encouraging team collaboration for identifying new fixes.
- Identified and troubleshooted technical errors in helpdesk environment, related to company web services, front-end and back-end application errors based on end users reports.
- Experience with escalating Incidents and work order tickets, and generating reports through Service Now platforms.
- Experience querying network logs for transactional data on Splunk Enterprise platforms.
- Experience researching ongoing technical breaks through collab platforms like Slack and Jira with Application Operations (A.O.) partners.
- Managed large office workstation migration project, including software installation, hardware setup, network configuration, basic Batch scripting deployment as well.
- Deployed local Powershell and Java-based solutions for unique in office challenges
- Proven ability to quickly analyze several sources of data, and learn quickly and adapt to new and challenging situations.
- Trusted with coordinating role as "Avenger on Duty" to support team questions, and be a liaison to other departments requests
Ecommerce DPI-Flight Agent
Disney Central
03.2017 - 07.2022
- Use of active listening and detailed discovery questions to find root causes of Guest/Cast issues and create unique resolutions related to Lost photos, Ticket / Genie+ / Memory Maker product issues.
- Recognizing trends and system errors as they appeared and partnering with escalation teams to track IT tickets to find resolutions faster.
Department Manager
Walmart Stores Inc.
01.2010 - 02.2017
- Experience in Hiring, Training, Goal setting, and conflict resolution with team members to achieve company goals
- Strong time management skills and task prioritization.
Education
Certificate - Security+
CompTIA
Online02.2024
Certificate - Google Cybersecurity Professional
Coursera
Online10.2023
Certificate - Digital Evidence Discovery
Wilmington University
New Castle, DE06.2023
Certificate - PC Pro Hardware And Software Fundamentals
Test Out
Online12.2020
Bachelor of Science - General Business Management
University of Central Florida
Orlando, FL01.2014
Skills
- Microsoft 365 suite
- Microsoft Azure and Sharepoint based platforms
- Small network hardware setup, configuration, implementation, including secure subnetting and VLAN strategies
- Basic Coding experience: Java, Python, Powershell, Linux bash Shell
- Basic Database Experience: MySQL, Splunk Enterprise, Elastistack-Kibana
- Basic SIEM and Intrusion Detection Operational Experience:
Splunk Enterprise Security, WAZUH SIEM, Snort IDS/IPS, PF Sense Firewalls, Palo Alto SOAR concepts
- Experience implementing Virtual Machines in Proxmox, VMWare ESXi, Oracle Virtual Box, as well as Docker images, Docker Compose scripts, and Docker networking concepts
- Kali Linux suite,
- Metasploit
- PKI secure communications practices to support zero-trust architecture
Accomplishments
- Supervised first Guest Care Support team participation in company cyberecurity competition "Can You Hack It".
- Administer network for active homelab sever with virtual machines, Docker containers, PF Sense Firewall management, public game server, as well has local edge network SIEM through WAZUH.
- Small scale machine learning and Large Language model testing with Ollama, Tenebel, and Frigate platforms hosted on local Raspberry hardware.
- Created and Implemented new tool for gathering and tracking daily trends for quarterly business reviews, "Figment Form".
- Created and implemented Java-based application to replace team's defunct text-expander application, "TYP-E".
Soft Skill Sets
- Conflict Resolution and De-Escalation experience
- Strong Analytical and Creative Problem Solving Experience
- On-boarding and Trainer Experience
- Creating and Scoring Evaluations for New Hires
- Task Prioritization and Communicating Expectations to Teams
References Available
True
References
- Andre Pangkerego, Senior Human Resources Coordinator, Universal Creative (908) 887-1494
- Justin Clark Information Systems Security Officer, City of Orlando, (212) 777 - 7777, justin,clark@orlando.gov
Timeline
Guest Care Support (Avengers)
Disney Central
07.2022 - Current
Ecommerce DPI-Flight Agent
Disney Central
03.2017 - 07.2022
Department Manager
Walmart Stores Inc.
01.2010 - 02.2017
Certificate - Security+
CompTIA
Certificate - Google Cybersecurity Professional
Coursera
Certificate - Digital Evidence Discovery
Wilmington University
Certificate - PC Pro Hardware And Software Fundamentals
Test Out
Bachelor of Science - General Business Management
University of Central Florida
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