Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

William Donaldson

McKinney,TX

Summary

Dynamic IT professional with extensive experience in desktop and network support, notably at DXC/Raytheon. Expert in Windows environments, SCCM, and providing exceptional customer service. Proven track record of improving system efficiency and user satisfaction. Skilled in troubleshooting and proactive problem-solving, ensuring seamless operations and enhanced productivity.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Level 3 Desktop Support

DXC/Raytheon
02.2023 - Current
  • Provides on-site field support to customers, including installation, servicing, and repairing of systems and equipment.
  • Work with users on hardware and software issues.
  • Answers customer questions and resolves issues.
  • Refers other issues and questions to the appropriate personnel, service area, or manager for follow-up, testing, and troubleshooting.
  • Assists in instructing customers in the operation and maintenance of systems and equipment.
  • Acts as a liaison with customers on administrative and technical matters for assigned projects.
  • Managed inventory documentation efficiently.
  • Managed imaging process for multiple devices.
  • Repackaged client systems for shipping.

L2 Support

Toyota
10.2022 - 01.2023
  • Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users
  • Analyze, resolve, respond to, and document end user inquiries
  • Install desktop/Laptop software using approved tools
  • Troubleshoot operating system
  • Troubleshoot connection issues with LAN/WAN
  • Update tickets with accurate and timely records of work performed, and resolution detail
  • Maintain and contribute to a knowledge base
  • Coordinate hardware warranty repair
  • Escalate to 3rd party vendors when necessary
  • Responsible for raising and coordinating problem management issues
  • Perform additional tasks (end user/infra related) when required
  • Participate in projects

Desktop Support/Corporate IT

L3 Harris
04.2022 - 09.2022
  • Coordinates, diagnose and troubleshoot incoming end user requests
  • Technical support services to end users either local or remote
  • Technology services including but not limited to applications, workstations, conference rooms, collaboration services, and network services, Linux, Mitel Administration
  • Maintains and updates records in tracking databases within established SLAs
  • Notify management of emerging trends in incidents, problems, or issues
  • Overall Summary Fully proficient support individual contributor, Powershell, Scripting, Office 365, Phone Support, Chat, Email

IT Support/ Configuration Team

Capital One
04.2021 - 03.2022
  • Re-images hp laptops, Configures, installs, monitors, maintains and troubleshoots a range of software and hardware for end users
  • Responsible for troubleshooting production tickets, resolution, escalation, triage for incident management to create a stable Intranet Enterprise application
  • Involved in Implementing changes via the Change Management procedures (SERVICE NOW)
  • AWS Rehydrations / Vulnerabilities support
  • Inventory management, Working with cross-functional teams and various stakeholders
  • Actionable outcomes to support the user experience
  • Develops and maintains appropriate tracking and reporting of Intranet performance
  • Laptop and PC Configuration
  • Help Desk telephone Support, Supporting Pulse/Intranet Enterprise mailbox, Slack channels, CCB/ETB/Jira Stories
  • Network troubleshooting, Running/Creating/Scripting/Testing/Developing to support new Integrations to the Corporate Internet

Deskside Support Specialist

Denbury
02.2018 - 04.2020
  • Providing first and second-level applications and computer hardware support to employees at corporate office and field locations
  • Coordination and execution of equipment moves installation and special projects
  • Help Desk telephone support
  • Documentation of work performed in the help desk ticket system
  • Setup configuration PCs, Powershell, Scripting
  • Configuration Office 365, Mitel Administration, Phone Support, Chat, Email
  • Configuration of Printer and Plotter drivers
  • Software and Image deployment with SCCM
  • Mobile Device Configuration

Analyst

USPISupport
10.2016 - 10.2017
  • Hardware installs, Working with cross-functional teams and various stakeholders
  • Actionable outcomes to support the user experience
  • Re-images, Supports incident management for all end user hardware and software environments across multiple platforms
  • Performs line-of-business production support tasks including quickly identifying and deploying appropriate management and technical support resources required for a wide variety of customer applications and operational problem events
  • Serve as an escalation point within the team, mentoring and assisting junior staff
  • Upgrades
  • Hardware replacement, Act as a liaison providing critical client base support to internal staff members
  • Backing up profile data and transferring to the new machine, Collaborate with the operations and technology team to execute on requests
  • Connecting printers
  • Escalate unresolved issues to the appropriate technical support partners
  • Mapping network drives, install, configure, troubleshoot, and monitor various devices, hardware, and software applications
  • Software/hardware/network troubleshooting including Microsoft Office along with various other software applications
  • Customize desktop hardware to meet user specifications and site standards
  • Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts level

TSG

UPS
01.2014 - 08.2016
  • Knowledge of systems architecture and emerging technologies
  • Troubleshoot computer hardware and software (Windows Environment)
  • Assist users to resolve computer related problems
  • An understanding of computer networks
  • Server Upgrade and Replacement
  • Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals
  • Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users
  • Supervise complaint ticketing system and follow timely resolution of all work orders
  • Install, organize, test, maintain, check, and troubleshoot end user workstations and interrelated hardware and software
  • Recommend and apply solutions, including on-site repair for remote users

Help Desk Analyst

Perot Systems
06.2006 - 12.2013
  • Troubleshooting Windows XP, Windows 2000, Windows Vista, Windows 7 Environments, Installed Citrix Printers, Network Printers, Setup Network Logins, Active Directory Supported office suites Office 2000, Office 2003, Office 2007, Supported and setup accounts for Outlook 2000, Outlook 2003, Outlook 2007, Exchange Server, Windows Server 2003 Lotus Notes, VPN, Pointsec, AS400), Supported office suites Office 2000, Office 2003, Office 2007, Supported and setup accounts for Outlook 2000, Outlook 2003, Outlook 2007, Exchange Server, Windows Server 2003 Lotus Notes, VPN, Pointsec, AS400
  • Resolved end-user Network issues
  • Setup Blackberry accounts via enterprise server, Installed standalone desktop printers, network drives, setup pst files folders for all outlook versions for users of shared drives, supported VPN connection using cisco client

IT Network/Desktop Support

Conexis
02.2003 - 05.2006
  • Implementation of network installation including Cat5 cabling, Cisco Routers, and hubs
  • Supported Network and servers including Windows 2000/2003 Active Directory
  • Troubleshooting in a Windows XP/2000 environment, network troubleshooting, remote user support
  • Hands on computer setups, phone troubleshooting, phone setups, VNC setups, Crypto Card
  • Set up and maintained all Virus Protection software Laptop troubleshooting, Dell laptops, hardware repair, computer hardware repair, organization filing system VOIP application and configuration, desk manual, simple network diagrams, DSL, Modems, email troubleshooting, printer and faxes troubleshooting, also POP3 accounts
  • Training of users of IT software
  • Ticketing System BMC Track-IT

PC Tech

Wylie ISD
11.1999 - 01.2003
  • Managed two school LANs
  • Hands on troubleshooting in a Windows 95/98 environment, hardware repair, network troubleshooting, office 98 suites troubleshooting service
  • MS-DOS troubleshooting, ghost imaging computers and customer service
  • VPN, all set up and troubleshooting fixes within Windows 98/NT/2000 Operating Systems

Education

Some College (No Degree) - Computer and Information Sciences

Collin County Community College
Plano, TX

Skills

  • Windows 2000/2003/2008 Server Active Directory
  • Windows XP
  • Windows Vista
  • Windows 7
  • Windows 10
  • Windows NT
  • Linux
  • SCCM
  • DOS
  • Microsoft Windows Server 2003
  • Microsoft Windows Server 2008
  • Exchange Server 2003 Installation & Configuration
  • Symantec Corporate
  • Symantec Endpoint
  • VMware
  • Office Suite 97-2019
  • Office 365
  • ServiceNow
  • BMC Track-IT
  • TCP/IP
  • FTP
  • VPN
  • Telnet
  • SSH
  • DNS
  • Network installation
  • Network maintenance
  • Network repair
  • Network troubleshooting
  • Firewalls
  • Proxy Troubleshooting
  • HP
  • Workstations
  • Mac
  • PC's
  • IBM
  • Switches
  • Modems
  • Laptops
  • Android
  • IPhone
  • Surface
  • Blackberry
  • IPad setups

Certification

Security+ CE, MSCA

Timeline

Level 3 Desktop Support

DXC/Raytheon
02.2023 - Current

L2 Support

Toyota
10.2022 - 01.2023

Desktop Support/Corporate IT

L3 Harris
04.2022 - 09.2022

IT Support/ Configuration Team

Capital One
04.2021 - 03.2022

Deskside Support Specialist

Denbury
02.2018 - 04.2020

Analyst

USPISupport
10.2016 - 10.2017

TSG

UPS
01.2014 - 08.2016

Help Desk Analyst

Perot Systems
06.2006 - 12.2013

IT Network/Desktop Support

Conexis
02.2003 - 05.2006

PC Tech

Wylie ISD
11.1999 - 01.2003

Some College (No Degree) - Computer and Information Sciences

Collin County Community College

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William Donaldson