Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Itsupportskills
Technicalsummaryqualifications
Accomplishments
Timeline
Generic

William Higgs III

Lithonia,GA

Summary

IT professional with strong software and technical skills seeking a position to utilize expertise in an IT environment. Highly skilled Technical Support Representative dedicated to optimizing product impact and usability for customers. Consistently resolves client issues and enhances user satisfaction. Committed to driving return patronage across all supported products.

Overview

19
19
years of professional experience
1
1
Certification

Work History

IT Support Specialist II

Airgas
Kennesaw, GA
10.2021 - Current
  • Provided technical support to end users, troubleshooting hardware and software issues
  • Installed, configured, and maintained computer systems, printers, and other peripherals
  • Managed and resolved help desk tickets within agreed upon service level agreements (SLAs)
  • Collaborated with cross-functional teams to implement new technologies and upgrades
  • Assisted in the development of IT policies and procedures to ensure efficient operations
  • Delivered training sessions on software applications for employees at all levels of the organization
  • Maintained inventory of hardware assets, ensuring accurate records of equipment distribution
  • Resolved network connectivity issues by diagnosing problems and implementing appropriate solutions
  • Assisted in the planning and execution of technology projects including system upgrades or migrations
  • Researched emerging technologies relevant to the organization's needs
  • Collaborated with team members on complex technical issues requiring collective problem-solving skills
  • Served as a point of escalation for more junior IT support staff members
  • Monitored system performance using various tools, identifying areas for improvement
  • Developed documentation such as user manuals and FAQs to assist end users in troubleshooting common issues independently
  • Configured email accounts for new hires while ensuring compliance with company security protocols
  • Provided excellent customer service, ensuring high levels of user satisfaction
  • Participated in IT meetings to discuss ongoing projects, challenges, and opportunities for improvement
  • Collaborated with system administrators to ensure smooth integration between hardware and software components
  • Performed regular software updates to maintain system stability and keep security patches up-to-date
  • Assisted in the evaluation and selection of new technology solutions based on business requirements
  • Managed Active Directory accounts, permissions, group policies, and password resets
  • Identified opportunities for process improvements within the IT support function
  • Supported audio/video conferencing systems during company-wide meetings or events.

IT Technician

Gwinnett Tech College
Lawrenceville, GA
01.2020 - 10.2021
  • Delivered top-notch support to users and helped troubleshoot technical problems with government-funded computer programs.
  • Assisted customers with resolving technical issues and offered recommendations for effective problem-solving.
  • Aided clients with troubleshooting in Windows 10, Office 365, and MAC domains using remote support methods.
  • Ensured smooth client experience by efficiently managing support for Android, IOS, and OSX
  • Optimized the management of Active Directory infrastructure by simplifying protocols
  • Assessed cross-platform audits pertaining to AD objects and user permissions
  • Effectively handled user account management for Windows NT and UNIX systems, including creating/deleting accounts, assigning permissions, and enabling VPN access.
  • Ensured high level of user security by monitoring and administering via group policies
  • Exhibited exceptional proficiency in working collaboratively while efficiently managing tasks
  • Delivered efficient solutions to resolve technical problems.
  • Met SLAs within a fast-paced call center environment
  • Streamlined operational procedures through the seamless integration of state-of-the-art technology.
  • Ensured proper user authentication by managing accounts in both the domain and email servers
  • Troubleshot system issues linked to network connectivity, software installation and setup, printing.
  • Offered technical support to users over the phone or via remote access.
  • Enhanced system performance through the implementation of proactive maintenance strategies.
  • Assisted in implementing advanced tools and techniques for application deployment.
  • Successfully identified and resolved diverse hardware issues
  • Facilitated daily protection measures on valuable data by implementing Symantec's Backup Exec and other backup programs.
  • Implemented firewall configuration and installed/updated virus protection software for enhanced security.
  • Improved efficiency and reduced downtime by deploying updated OS.
  • Standardized resolution procedures for various frequently occurring IT incidents
  • Tracked technology inventory levels accurately to prevent stock depletion or overstocking.
  • Streamlined administrative processes by creating automated scripts for key functions.
  • Configured user profiles on local machines based on established standards.
  • Optimized connectivity by setting up routers, switches, and wireless access points for LANs and WANs.
  • Utilized diagnostic tools including PC Doctor and Windows Event Viewer to identify hardware failures.
  • Collaborated with team leads to ensure effective communication and implementation of project plans.
  • Actively tracked the progress of service requests in ticketing platforms such as Remedy and Service Now.
  • Swiftly addressed emergencies related to system disruptions and data compromise.
  • Delivered comprehensive training sessions to familiarize end users with diverse software programs.
  • Suggested suitable hardware options tailored to customer demands.
  • Resolved technical problems in computer subsystems through systematic disassembly.
  • Performed troubleshooting on networking and connectivity issues to restore connections and network access.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
  • Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
  • Responded to or escalated tickets based on severity and internal policies governing responses.
  • Acted as single point of contact for customers during technical faults and security-related events.
  • Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
  • Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Collected, analyzed and reported on data for use in operational planning.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
  • Monitored and responded quickly to requests received through the IT help desk ticketing system.
  • Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
  • Performed maintenance and upgrades to existing computer systems as needed.
  • Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
  • Configured user accounts in Active Directory and other directory services platforms.
  • Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
  • Resolved escalated customer inquiries via telephone or remote access tools.
  • Deployed new computers for end users by installing operating systems and applications according to company standards.
  • Developed scripts in various languages for automation purposes.
  • Maintained inventory of all technology assets within the organization's network infrastructure.
  • Tracked progress of service requests using ticketing system while providing timely updates to customers.
  • Evaluated vendor products and services for potential cost savings opportunities and improved operations efficiency.
  • Analyzed user requirements and implemented solutions that met their needs while adhering to established policies and procedures.
  • Collaborated with other departments such as Human Resources and Marketing to ensure successful integration of new technologies into their operations.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Provided issue resolution and technical support for system use.
  • Documented technical information such as troubleshooting steps taken during issue resolution process.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Used remote login tools to assist clients with technical and product questions.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Supported customers with online billing, access, and account issues.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Installed and configured hardware, software, systems, networks, printers, and scanners.
  • Maintained user accounts in Active Directory and Exchange Server environments.
  • Troubleshot system issues related to network connectivity, software installation and configuration, printing.
  • Provided technical support to users via telephone or remote access.
  • Performed daily backups using Symantec Backup Exec and other backup solutions.
  • Assisted with the deployment of new applications and updates to existing applications.
  • Monitored system performance and implemented preventive maintenance procedures.
  • Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
  • Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
  • Resolved hardware issues including replacing parts as necessary.
  • Implemented security measures such as firewall configuration and virus protection software installation and updates.
  • Participated in team meetings to discuss project status updates.
  • Configured routers, switches and wireless access points for LANs and WANs.
  • Developed scripts for automating administrative tasks such as user account creation and deletion and password resets.

Help Desk Analyst Tier II

Center for Disease Control and Prevention CDC
Atlanta, GA
08.2017 - 05.2020
  • Assisted end-users in navigating through a diverse range of Government supported software platforms.
  • Assisted clients in navigating complex problems through clear communication and analytical thinking
  • Delivered effective solutions to customer queries related to software operation and compatibility issues across different operating systems
  • Assisted with technical support for Android and IOS devices as well as OSX systems using the Xen mobile platform
  • Ensured adherence to standard processes and procedures for Active Directory infrastructure management
  • Conducted audits of AD and Azure objects as well as user permissions across various platforms
  • Managed User Accounts on Windows NT and UNIX Platform including creation, deletion, permissions, and VPN access
  • Effectively enforced user security protocols through the implementation of group policies
  • Proficient at teamwork and prioritizing tasks for optimal productivity
  • Provided excellent customer service by attending to telephone queries in a timely manner, logging them into the Peregrine Service Center system for efficient resolution of technical problems
  • Successfully adhered to SLAs while working in a high-volume call center setting
  • Applied extensive knowledge of MS applications to effectively resolve customer problems
  • Delivered comprehensive assistance to offsite clients via RSA Security Console, Citrix and proficiently resolved their remote accessibility issues
  • Provided technical assistance to customers over the phone and via email.
  • Resolved customer inquiries related to hardware, software, networking, and other IT issues.
  • Assisted in troubleshooting network problems including server configuration and installation of new applications.
  • Installed, configured, maintained, and supported end-user workstations.
  • Performed system backups and restores for users when requested.
  • Monitored help desk tickets daily to ensure timely resolution of customer requests.
  • Developed user documentation such as FAQs regarding common technical issues.
  • Created reports detailing customer support activities for management review.
  • Maintained an inventory of all computer hardware and software components on site.
  • Implemented policies and procedures for efficient operation of the help desk service.
  • Configured routers, switches, firewalls, VPNs, and other network devices as needed.
  • Reviewed existing systems processes to identify areas for improvement or automation opportunities.
  • Participated in system upgrades and patch testing prior to deployment into production environment.
  • Assisted with hardware repairs such as disk drive replacement or memory upgrades.
  • Trained users on proper usage of computer systems through one-on-one sessions.
  • Conducted research on emerging technologies in support of system development efforts.
  • Collaborated with internal teams to resolve escalated customer service issues.
  • Actively participated in team meetings to discuss progress and improve processes.
  • Installed software applications on user systems according to company policies.
  • Assisted customers with basic software and hardware setup and configuration.
  • Conducted follow-up calls to ensure resolution of customer complaints or issues.
  • Maintained detailed documentation of customer interactions, changes made, and resolutions taken in ticketing system.
  • Trained users on new technologies when necessary.
  • Created knowledge base articles for frequently asked questions by customers.
  • Recommended improvements in products, services, procedures based on customer feedbacks.
  • Actively monitored incoming emails related to help desk tickets.
  • Developed reports related to helpdesk activities and performance metrics.
  • Tested fixes prior to deployment into production environment.
  • Managed escalations from internal teams regarding customer incidents.
  • Worked closely with other IT teams for successful completion of projects.
  • Performed periodic maintenance tasks such as patch management and antivirus updates.
  • Evaluated existing processes and procedures for improvement opportunities.
  • Coordinated with vendors as needed for resolving complex issues.
  • Assisted customers by troubleshooting and resolving technical problems.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Troubleshot daily IT desktop client issues, supporting multiple departments, and various offices.
  • Managed user profiles, security access, and shared file structures.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Created new accounts, reset passwords, and configured access to servers and file management software for users.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Developed and maintained positive customer relationships resulting in increased account services and expansion.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Trained new employees on support processes, procedures, and knowledge base.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Maintained records, logs, and lifecycle documentation of work requests.
  • Worked to resolve technical issues for global users using and remote diagnostic tools.
  • Supported customers with online billing, access, and account issues.
  • Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
  • Increased overall company performance through improved IT uptime and cost reductions.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Maintained positive working relationship with fellow staff and management.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Oversaw daily performance of computer systems.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Collected, analyzed and reported on data for use in operational planning.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Conducted workflow analysis, space design or cost comparison analysis.

Help Desk Support Technician

Robert Half Technologies
Loganville, GA
04.2017 - 04.2017
  • Provided Help desk and Network support to Georgia Cyber Academy staff, through email and company text
  • Analyzed and troubleshooted software, hardware, and networking issues
  • Helped customers identify and resolve issues pertaining to the configuration of software and network
  • Responded to queries pertinent to package details, e-commerce solutions
  • Created help desk documentation with step by step instructions on problem resolving techniques
  • Performed repairs of customer data to meet specified program requirements
  • Provided solutions to customer's equipment needs
  • Offered excellent customer service in a pleasant and professional manner.
  • Diagnosed hardware, software, and network problems for customers.
  • Provided technical assistance to customers over the phone and in person.
  • Configured computer systems and installed applications for customers.
  • Installed, configured, tested, and maintained operating systems, application software, and system management tools.
  • Resolved customer complaints via phone or email correspondence in a timely manner.
  • Utilized remote desktop support tools to access customer computers remotely for diagnosis and repair.
  • Assisted with troubleshooting of LAN and WAN networks.
  • Maintained accurate records of customer interactions using helpdesk tracking software.
  • Developed knowledge base articles to help other technicians resolve similar issues faster.
  • Performed daily system monitoring to ensure optimal performance of servers and networks.
  • Provided guidance on best practices related to system security and data backup protocols.
  • Monitored ticketing system queues regularly to ensure fast response times.
  • Responded quickly to emergency service requests from customers when necessary.
  • Resolved Level 1 technical issues with software, hardware and peripherals.
  • Fielded help desk customer questions and fulfilled requests.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Used remote login tools to assist clients with technical and product questions.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.

Help Desk Support Analyst

Dexis
Alpharetta, GA
03.2016 - 08.2016
  • Delivered support services to Dentist through various communication channels including telephone, email, and ticketing system
  • Analyzed and troubleshooted dental software and hardware issues
  • Helped customers identify and resolve issues pertaining to the configuration of software
  • Responded to queries pertinent to package details, e-commerce solutions
  • Developed detailed help desk documentation outlining effective problem-solving techniques
  • Conducted data conversions and repaired customer data to fulfill specified program requirements.
  • Created custom-fit equipment solutions that met customer requirements
  • Offered excellent customer service in a pleasant and professional manner.
  • Developed and implemented technical support processes to improve customer service.
  • Monitored the performance of all team members, providing feedback and coaching as needed.
  • Resolved complex customer issues in a timely manner.
  • Assisted with troubleshooting hardware, software, and network related issues.
  • Created detailed reports on system performance and user experience metrics.
  • Managed multiple projects simultaneously while ensuring deadlines were met.
  • Documented technical procedures for both internal staff and customers use.
  • Collaborated with other departments to ensure successful implementation of new technologies.
  • Identified root causes of customer complaints and implemented solutions accordingly.
  • Ensured compliance with company policies regarding information security.
  • Performed system maintenance activities such as patching, upgrades.
  • Prioritized tasks based on urgency and customer impact.
  • Maintained an up-to-date knowledge base of commonly encountered issues.
  • Responded promptly to requests from customers or other departments.
  • Diagnosed customer's technical problems quickly and accurately.
  • Provided remote assistance when necessary using various tools and technologies.
  • Developed forward-thinking solutions to expected technical issues.
  • Created and deployed new hire training initiatives.

Computer Technician

Virtucom
Norcross, GA
01.2015 - 05.2015
  • Provided desktop and laptop support
  • Installed PC's (desktop, laptops, netbooks, LCD Monitors)
  • Assisted in the configuration of PCs
  • Unboxed and set up PCs
  • Identified and implemented technologies and methods of using existing technology to help users work more efficiently
  • Answered technical questions regarding software products and their requirements within related industries
  • Investigated issues reported by customers and dealers in a timely and efficient manner
  • Performed data conversions using Symantec ghostcast servers, Windows Deployment Services, and repairs of customer data to meet specified program requirements
  • Provided solutions to customer's equipment needs
  • Offered excellent customer service in a pleasant and professional manner.

Computer Repair Technician

Affordable Mobile Computer Repair
Lithonia, GA
02.2009 - 01.2014
  • Provided technical support to customers on telephone, email, and through tickets
  • Analyzed and troubleshooted software and hardware issues
  • Helped customers identify and resolve issues pertaining to dial-up configuration, web hosting, and domain registration
  • Responded to queries pertinent to package details, e-commerce solutions, email configurations, and search engine submission packages
  • Created help desk documentation with step by step instructions on problem resolving techniques
  • Performed data conversions and repairs of customer data to meet specified program requirements
  • Provided solutions to customer's equipment needs
  • Offered excellent customer service in a pleasant and professional manner.

Computer Sales Consultant

Fry's Electronics
Duluth, GA
07.2008 - 02.2009
  • Consulted small business customers with computer networking solutions
  • Consulted customers on server configurations to fit their business needs.
  • Assisted customers in selecting the right computer hardware and software to meet their needs.
  • Provided technical advice and support to customers regarding computer-related issues.
  • Demonstrated the features of various computers and related products to clients.
  • Resolved customer complaints in a timely manner.
  • Prepared quotations for prospective customers based on their requirements.
  • Promoted new products through sales presentations and marketing initiatives.
  • Advised clients on how to use, maintain, and upgrade their computer systems.
  • Conducted product demonstrations for potential buyers.
  • Developed strong relationships with existing customers by providing excellent customer service.
  • Generated reports for management detailing sales activities, lead follow-up, customer feedback.
  • Created promotional materials including brochures, flyers, posters.
  • Updated inventory records regularly to ensure accurate stock levels are maintained.
  • Performed troubleshooting tasks when necessary to resolve hardware or software problems.
  • Assisted with setting up displays at retail outlets as required.
  • Analyzed market data such as competitor pricing strategies in order to maximize profits.
  • Provided training sessions for store personnel regarding new products or technologies.
  • Cleaned shelves, counters and tables to maintain organized store.
  • Greeted customers to determine wants or needs.
  • Supported daily operations by assisting customers.
  • Participated in team meetings to discuss sales strategies and objectives.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Answered store and merchandise questions and led customers to wanted items.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Recommended, selected and located merchandise based on customer desires.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Computed purchases and received and processed cash or credit payment.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Organized store by returning merchandise to proper areas and restocked displays.
  • Placed special orders or called other stores to find desired items.
  • Described merchandise and explained use, operation and care.
  • Maintained records related to sales for store management.

Oracle Database Administrator

AIG Agency Auto
Alpharetta, GA
04.2005 - 11.2007
  • Supported Oracle on a UNIX Platform
  • Oversaw the administration of Oracle databases across various releases including 8i, 9i, and 10gR1-2.
  • Reviewed and resolved issues effectively and efficiently
  • Maintained and managed Oracle Databases from 90 GB to 5.6tb
  • Ensured the consistency of backup and recovery processes through testing and documentation
  • Managed database security including the creation, maintenance, and assignment of users, roles, and privileges.
  • Applied critical patch updates as they became available from Oracle
  • Installed single node databases such as 10gR2, 10gR1, and 9i databases
  • Created and maintained database system documentation and standards
  • Provided 24 X 7 on-call support
  • Installed and configured Oracle Database software, components, and tools.
  • Created and maintained database objects such as tables, indexes, views, triggers, stored procedures.
  • Monitored database performance and tuned accordingly.
  • Provided technical assistance to users in resolving database related issues.
  • Performed backup and recovery operations using RMAN utility.
  • Developed scripts for automation of tasks with PL and SQL or shell scripting languages.
  • Maintained database security by creating user accounts and profiles and granting appropriate privileges.
  • Upgraded the databases from older versions to newer ones while ensuring minimal downtime.
  • Implemented data replication solutions like GoldenGate or DataGuard.
  • Tested new database features before introducing them into production environment.
  • Worked closely with application developers to ensure proper design of applications and database structures.
  • Analyzed system requirements and developed logical data models with ERWIN toolset.
  • Scheduled jobs for maintenance activities like index rebuilding.
  • Ensured data integrity through regular validation checks on data quality and consistency.
  • Managed multiple databases across different environments like development, testing and production.
  • Provided 24x7 on-call support for critical incidents related to databases.
  • Evaluated and implemented third party products that integrate with Oracle databases.
  • Designed high availability solutions for mission-critical databases using clustering technologies.
  • Created and altered database storage structures to meet user needs.
  • Created program backups and information recovery systems.
  • Deployed patches and upgrades on existing installations as per best practices guidelines.
  • Maintained working knowledge of programming languages and technical documentation.
  • Developed and ran autonomous database backups.
  • Managed user accounts and support systems within complex Oracle database and cloud systems.
  • Updated and inspected database security features and protocols.
  • Developed and implemented security initiatives to protect important company data.
  • Analyzed workflows and established priorities for daily operations.
  • Maintained knowledge of advances in information technology systems and applications.
  • Developed redundant systems and procedures for disaster recovery and archiving to maintain data protection.
  • Assessed data processing proposals and requirements to determine project feasibility.
  • Wrote scripts and processes for data integration and bug fixes.
  • Partnered with project management teams on development of scope and timelines.
  • Spearheaded development and implementation of business intelligence architecture to deliver end-to-end BI solutions.
  • Detected and resolved data quality issues and discrepancies for integrity and quality control.
  • Devised reports and visualizations to present requested data in sleek format.
  • Streamlined database management by writing Korn Shell scripts for monitoring and administration purposes. These included an error message-driven alert log checker, a listener checker, and a service check.
  • Performed installation of databases on newly deployed server
  • Maintained compatibility with applications while updating the servers
  • Ensured efficient functioning of production database systems
  • Applied expertise in recovery management to swiftly restore integrity of the database
  • Enabled log shipment for the standby database
  • Successfully executed switchovers and failovers during disaster recovery tests
  • Demonstrated exceptional organizational and coordinating skills
  • Demonstrated exceptional attention to detail
  • Excellent written and verbal communication skills.

Education

BS in Information Technology -

Western Governors University
Salt Lake City, UT

AS in Information Technology -

Gwinnett Technology College
Duluth, GA

Skills

  • Experience with Windows XP
  • Experienced with Windows 7 Environment
  • Experienced with Windows 8 Interface
  • Windows 10 Proficiency
  • System Upgrades
  • Inventory Tracking
  • Task Management Software
  • System Recovery
  • Network Management
  • Printer troubleshooting
  • Driver Installation
  • VPN Configuration Expertise
  • Network Connectivity
  • Smart Card support
  • Mac Operating System Expertise
  • iOS Application Development
  • OSX support
  • New User Training
  • Citrix
  • SCCM
  • Symantec Ghostcast Proficiency
  • Active Directory Management
  • Microsoft Office 365
  • Configuration Management
  • Mobile Device Management
  • Application support
  • Server Management
  • Database Administration
  • Hardware upgrades
  • Client Relationship Building
  • Cost Analysis
  • Data Recovery
  • Asset Management
  • Incident Management
  • IT Security Management
  • Network Administration
  • Virtualization Technologies
  • System Configuration
  • Scripting Languages
  • Patch management
  • User Training
  • Software Licensing
  • Disaster Recovery Planning
  • Software Installation

Certification

  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • CompTIA Project+
  • Oracle 10g OCP
  • Oracle Database SQL Certified Expert
  • CIW Web Design Specialist
  • CIW Web Database Design Speclist
  • CIW JavaScript Specialist
  • Six sigma Black Belt

Additional Information

Computer Skills: MS Office Suite, Java, MySql, SQL, Microsoft Visio, Microsoft Project 2007, Erwin Database Modeler, "WDS"Windows Deployment Services, Unix, Toad, Solaris Security, Oracle 10g Client, Oracle 10g OEM, Microsoft Visual SourceSafe, Heat, SSH Secure File Transfer, WRQ Reflection, MS Office Tools, MS Office Excel, MS Office Power Point, MS Office Word, MS Access, CyberArk, Azure O365

Itsupportskills

  • Windows XP, 7, 8,10 System Upgrades Inventory Tracking
  • Productivity Software System Recovery LAN/WAN
  • Printer troubleshooting Driver Installation Wireless/VPN
  • Network Connectivity Smart Card support Mac and IPhone IOS and OSX support New User Training
  • Citrix SCCM Symantec Ghostcast Active Directory Microsoft Office 356

Technicalsummaryqualifications

10+ years of work experience in diverse help desk roles. Highly skilled in responding to tickets generated by users in a timely manner. Demonstrated ability to diagnose and fix problems of operating systems. Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support.

Accomplishments

Wi-Fi Project Accomplishments at Airgas

  • Led Comprehensive Wi-Fi Network Upgrade: Directed the end-to-end upgrade of Airgas’s Wi-Fi infrastructure across [specific locations, e.g., multiple distribution centers, office buildings], resulting in a [100]% increase in network coverage and reliability.
  • Optimized Network Performance: Engineered a new Wi-Fi solution utilizing [specific technologies, e.g., high-density access points, advanced signal management] that boosted network speed by [95]% and reduced latency by [65]%, enhancing operational efficiency.
  • Eliminated Connectivity Issues: Conducted detailed site surveys and performed strategic access point placements, successfully resolving connectivity issues and reducing dead zones, which improved user experience for [number] employees.
  • Achieved Cost Efficiency: Negotiated hardware and service agreements, achieving a 96% reduction in project costs while ensuring high-quality performance and future scalability of the network.
  • Enhanced Network Security: Implemented robust security measures, including WPA3 encryption and network segmentation, to safeguard sensitive data and mitigate potential security threats.
  • Streamlined Support and Maintenance: Developed and implemented a comprehensive troubleshooting guide and maintenance plan, reducing average resolution time for Wi-Fi-related issues by [X]% and enhancing the effectiveness of the IT support team.
  • Project Management and Delivery: Oversaw all project phases from planning and design to deployment and post-installation support, delivering the project on time and within budget while meeting all technical and operational requirements.
  • Improved Employee Training: Created and delivered training sessions and detailed documentation for Airgas employees, promoting effective use of the new Wi-Fi system and reducing the number of support requests by 98%.

Timeline

IT Support Specialist II

Airgas
10.2021 - Current

IT Technician

Gwinnett Tech College
01.2020 - 10.2021

Help Desk Analyst Tier II

Center for Disease Control and Prevention CDC
08.2017 - 05.2020

Help Desk Support Technician

Robert Half Technologies
04.2017 - 04.2017

Help Desk Support Analyst

Dexis
03.2016 - 08.2016

Computer Technician

Virtucom
01.2015 - 05.2015

Computer Repair Technician

Affordable Mobile Computer Repair
02.2009 - 01.2014

Computer Sales Consultant

Fry's Electronics
07.2008 - 02.2009

Oracle Database Administrator

AIG Agency Auto
04.2005 - 11.2007

BS in Information Technology -

Western Governors University

AS in Information Technology -

Gwinnett Technology College

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William Higgs III