William Kirk
Richardson,TX
Summary
Accomplished IT leader with a proven track record at Goldman Sachs, adept in Azure and Google Cloud Administration, and excelling in workforce management. Spearheaded major migrations and infrastructure overhauls, enhancing system efficiency and team productivity. Renowned for clear communication and complex problem-solving, driving forward technological advancements and operational excellence.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager of IT Infrastructure
Texans Credit Union
Richardson, TX
08.2023 - Current
- Implemented coordinated SD-Wan to transition on-premises systems to a cloud-based solution
- Formulated and executed strategic plans and performance metrics to meet departmental objectives
- Directed the upgrade of all Windows 2012 servers to Windows 2019 servers
- Conducted ongoing performance evaluations and provided coaching to staff to enhance resource allocation
- Managed VMware servers and facilitated the migration of VMs to the Azure platform
- Led change management initiatives to support organizational transformation while maintaining employee morale and productivity
- Supervised employees to ensure sustained productivity and engagement
- Transitioned the organization from an on-premises Cisco phone system to RingCentral
- Migrated the organization from Office 2012 to O365 online
- Collaborated with vendors to ensure compliance with service level agreements (SLAs)
- Facilitated successful cross-functional collaborations to complete key projects, fostering formidable team relationships
- Developed and maintained relationships with customers and suppliers through effective account management
Vice President Infrastructure Engineer
Goldman Sachs
Irving, TX
01.2021 - 08.2023
- Evaluated technology operations procedures and implemented necessary adjustments to meet demands
- Coordinated a team of ten engineers for network infrastructure and cloud applications projects
- Participated in development meetings to provide customer updates and discuss technology operations
- Served as lead engineer on the Zoom phone migration project for ninety offices
- Organized and conducted training sessions for users upgraded to Zoom phone systems
- Assisted in defining terms of new circuit contracts with vendors
- Monitored technical vulnerabilities in collaboration with the security team
- Managed infrastructure hardware and software during office relocations
- Addressed operational components for LAN voice systems
- Achieved Fortinet Network Security Expert Level 2 certification
- Assisted with IT budget planning
- Provided guidance to 2nd and 3rd level technical support for internal and external clients
- Participated in team projects, demonstrating collaborative and effective work
- Quickly adapted to new situations, highlighting flexibility and problem-solving skills
- Gained leadership skills by managing projects from inception to completion
- Demonstrated strong project management skills from concept to completion
Associate Infrastructure Engineer
Goldman Sachs
Irving, TX
06.2019 - 01.2021
- Directed Xerox printer migration across ninety offices
- Facilitated data export for departing offices and personnel
- Managed phone migration from 8x8 to Cisco for seven hundred users
- Maintained network infrastructure integrity
- Supported data analytics and reporting functions
- Managed cloud application operations
- Supervised a team of three engineers
- Coordinated with third-party vendors on technical project aspects
- Evaluated and refined procedures to meet evolving requirements
- Resolved LAN, WAN, and voice system issues effectively
- Monitored and tested application performance; developed and implemented solutions collaboratively
- Oversaw installation, upgrades, and deployment projects; directed on-site network engineers
- Ensured high availability of installed systems
- Designed and implemented robust system security and data assurance measures
Technical Support Team Leader
United Capital Financial Services
Irving, TX
03.2018 - 06.2019
- Resolved technical issues related to PCs, hardware, software, and network printers
- Drafted operational instructions for new users
- Provided Tier 3 support for G Suite issues
- Tracked key performance indicators (KPIs) and developed improvement plans
- Verified customer satisfaction following support engagements
- Removed malware, ransomware, and other threats from systems
- Patched software and installed updates to enhance security and data protection
- Maintained servers and systems to ensure networks remain fully operational during peak periods
- Assisted in streamlining repair processes and updating procedures to maintain support action consistency
- Coordinated with vendors to identify replacement components and resolve issues
- Supervised a customer contact center comprising 6 support representatives
- Translated complex technical issues into comprehensible language for non-technical users
- Configured hardware and assigned system permissions for new employees
- Installed, configured, and maintained computer systems and network connections
- Configured and assessed new software and hardware
- Assisted in the development of system security protocols
Advanced Technical Support Specialist
Denton's US LLP
Dallas, TX
09.2013 - 03.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Created User Accounts in Active Directory, Exchange 2010 Mailboxes, Microsoft Lync Accounts, and set up Avaya Phone accounts and message boxes
- Retrieved backup copies of lost documents and/or folders as requested
- Assisted firm-wide litigation support personnel with upcoming trials and war room preparations
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end users and patiently guided individuals through basic troubleshooting tasks
- Streamlined repair processes and updated procedures for consistent support actions
- Tracked computer equipment, peripherals, and network servers using expert documentation in Excel
- Installed security applications and devices and recommended additional security measures
- Walked individuals through basic troubleshooting tasks
- Rolled out software updates and applied server patches to prevent network threats
- Streamlined repair processes and updated procedures for consistent support actions
Senior Field Support Specialist
EMC
Chicago, IL
11.2006 - 09.2013
- Installed Symmetrix, Clariion, Celerra, Centera, and Cisco 4000 Series switches
- Upgraded software/code on Symmetrix, Clariion, Celerra, Centera, McData, and Cisco switches
- Performed break-fix activities on Symmetrix, Celerra, Clariion, Centera, and Cisco switches
- Collaborated with customers and EMC product specialists to diagnose and resolve complex issues
- Followed up with clients to ensure optimal satisfaction following support engagements and problem resolution
- Configured hardware, devices, and software to establish workstations for employees
- Analyzed and resolved user problems utilizing test scripts, personal expertise, and detailed inquiries
- Worked with the software development team to address reported errors and bugs in newly released software and assisted in deploying release fixes
- Streamlined repair processes and updated procedures to maintain consistency in support actions
- Served as team leader in group projects, delegating tasks and providing constructive feedback
Education
Bachelor of Science - Network and Communications Management
DeVry University
Chicago, IL10.2003
Skills
- Azure Administrator
- Google Cloud Administrator
- Cisco Call Center
- RingCentral Administrator
- Local Area Network (LAN)
- Zoom Phone Administrator
- Network Infrastructure Support
- Mentor, Coach
- VMware Virtualization
- Security Standards
- Workforce management
- Operations Management
- Staff Development
- Product Management
- Clear communication
- Performance evaluations
- Complex Problem-solving
Certification
Fortinet Network Security Expert Level 2 Certified Associate
Timeline
Manager of IT Infrastructure
Texans Credit Union
08.2023 - Current
Vice President Infrastructure Engineer
Goldman Sachs
01.2021 - 08.2023
Associate Infrastructure Engineer
Goldman Sachs
06.2019 - 01.2021
Technical Support Team Leader
United Capital Financial Services
03.2018 - 06.2019
Advanced Technical Support Specialist
Denton's US LLP
09.2013 - 03.2018
Senior Field Support Specialist
EMC
11.2006 - 09.2013
Bachelor of Science - Network and Communications Management
DeVry University
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