William Janes

• Hired and managed employees to maximize productivity while training staff on best practices and protocols.
• Lead the IT Support division, driving strategic initiatives to improve service delivery and operational efficiency across the organization.
• Oversee a cross-functional team, ensuring the timely resolution of technical issues and proactive support for over 400 users.
• Collaborate with executive leadership to align IT strategies with business objectives, contributing to overall company growth.
• Enhance cybersecurity protocols and spearhead the implementation of multi-factor authentication (MFA), reducing security risks by 30%.
• Launched a tiered IT support model, cutting response times by 20% and improving customer satisfaction.
• Mentor senior IT staff, promoting a culture of continuous improvement and technical excellence.
• Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
• Resolved issues and recommended actions based on production and compliance reports.
• Introduced process improvements that reduced operational costs while maintaining high-quality standards across all departments.

• Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
• Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
• Managed day-to-day IT support operations, ensuring smooth service delivery and addressing escalated technical issues.
• Led the deployment of key infrastructure upgrades, including server virtualization and mobile device management (MDM) solutions.
• Implemented an automated ticketing system, reducing resolution times by 15% and improving workflow efficiency.
• Partnered with the IT security team to strengthen data protection measures, mitigating potential vulnerabilities.
• Trained and developed IT staff, focusing on improving technical expertise and customer service skills.
• Collaborated with department heads to prioritize IT projects and align them with business needs.

• Led the IT Support team, ensuring seamless operation and delivery of technical support services.
• Spearheaded the organization's pandemic response, successfully transitioning staff to a remote work environment with minimal disruption.
• Implemented advanced server solutions for mobile device containerization and a secure document portal, enhancing remote accessibility and data protection.
• Developed and executed a workstation lifecycle plan, upgrading over 500+ computers every three years to maintain operational efficiency.
• Managed host server maintenance, including OpCon configuration, to automate critical processes and reduce manual workloads.
• Partnered with network and security teams to establish and enforce server and workstation security protocols.
• Configured and deployed Group Policy Objects (GPOs) to standardize system settings and security across the network.
• Oversaw SCCM-managed deployments for computers, servers, and applications, ensuring smooth and timely rollouts.
• Mentored and trained new IT staff on support procedures and troubleshooting techniques, fostering a skilled and responsive team.

• Provide Network and Application Support to Credit Union employees and members;

• Deploy Windows XP, Windows 7, and Windows 10 workstations;

• Administer Application and OS deployments in SCCM;

• Manage and Deploy K-images using Kace k2000 box;

• Setup VOIP phones, users in Shoretel environment;

• Manage users, workstations, and servers in Active Directory;

• Configure and deploy Group Policy Updates and Applications;

• Configure and deploy applications via SCCM;

• Train new IT staff in support and troubleshooting procedures;

• Manage Solarwinds Network Solutions - including network performance monitor and LEM/SEM;

• Troubleshoot and repair network devices and PC applications and peripherals;

• Stand in as Network Administrator for system updates and scheduled maintenance

• Provide support to Android and iOS mobile device users.

• Maintained up-to-date knowledge of industry trends and emerging technologies through continuous learning initiatives.
• Streamlined the ticketing system by consistently updating tickets with detailed information, allowing for quicker resolution times.
• Served as an escalation point for complex technical issues, bringing swift resolution to critical incidents affecting business operations.
• Provide Network application support to Credit Union Employees and members.
• Configure and Maintain Windows XP workstations, servers and network devices.
• Troubleshoot and repair network and PC hardware and software and other Financial Institution devices.
• Works closely with Network and Server administrators on system updates, GPO implementation and network device troubleshooting
• Configures and sets up Cisco Unity server and Cisco IP Phones.

• Perform daily checks and processes for Credit Union UNIX systems.

• Perform daily and weekly Backup of Credit Union data.

• Provide Hardware and Software Support to Credit Union Employees.

• IT Solutions Provider (Subcontract with Premier IT Solutions)

• Providence Alaska Medical Center - User Device Group -Operations.

• Alaska Conservation Foundation, Hartig Rhodes Hoge and Lekish, PC Attorneys-at-Law.

• Configure, maintain and troubleshoot Win2000 servers and client PCs.

• Provides first and second level support (in person, via telephone, e-mail) to clients.

• Works closely with Network Engineer.

• Assists in installation, configuration and maintenance of (HP, Dell) servers, (Cisco) firewall, routers, hubs and other network devices.

• Remains current on all new trends and technology relating to Network and PC hardware, software;

• Maintains all skill necessary for performance of assigned duties including: Network and PC hardware and software troubleshooting, Network and PC hardware and software installation skills, network integration skills, communication skills.

• Provides hardware and software telephone and user site support to PC users.

• Configure, troubleshoot and maintain MP2 database on NT and Windows 2000 server.

• Evaluates, installs, and maintains Network/PC hardware, software, and peripheral equipment.

• Troubleshoots and repairs problems with Network/PC hardware, software, and peripheral equipment.

• Perform Backup operations on MP2 Server.

• Perform hardware and software upgrades.

• Network cabling.

• Provides first to third-level network support.

• Tracks and reports on PC support calls.

• Remains current on all new trends and technology relating to PC hardware, software, and networks.

• Maintains all skill necessary for performance of assigned duties including: Network and PC hardware and software troubleshooting, Network and PC hardware and software installation skills, network integration skills, communication skills.

• Installs and supports network items (works with NT/Windows 2000).

• Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
• Replaced failed hardware in server rack systems, swapping hard disks, power supplies and other field serviceable components.
• Ran cabling and installed data drops for new node installations.
• Traveled to remote office locations to install nodes and implement client software rollouts.
• Diagnosed and resolved hardware, software and network problems and replaced defective components.
• Troubleshot hardware and software to determine and rectify network problems.
• Supported company-wide IT initiatives, sharing expertise on networking best practices with colleagues across departments.
• Installed patches and performed backups, system builds and image updates.
• Performed necessary maintenance to support network availability.
• Supported users both local and by phone with problem resolution and education.