William Parris
Charlotte,NC
Summary
Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Market Director of IT
Beasley Media Group
Charlotte, NC
10.2021 - 10.2024
- Performs as the highest-level technical expert, providing both internal and external consulting services
- Establish complex operational software configuration controls and system interfaces for computer system(s) assigned
- Provides expertise and direction in the development or modification of complex software programs to enhance an operating system
- Management of installation, maintenance, auditing and support of a secure MS Windows network environment and limited web/data application service
- Management of internet applications and protocols IP,TCP,HTTP, HTTPS, FTP, & SSL
- Management of file servers, Firewalls, network access, Security Monitoring Systems and system documentation as required
- Interface with local customers and provide IT related support to quickly resolve problems
- Analyze and troubleshoot system anomalies to ensure optimum equipment performance
- Management of periodic maintenance, hardware upgrades and replacement, firmware updates and system configuration changes
- Attend planning and requirements meetings with IT staff, Program Managers and customers as required
- Prepare system for operational use and support operational tests
- Provides technical guidance and leadership to the team
System Support Analyst
Rack Room Shoes Inc.
Charlotte, NC
04.2017 - 10.2021
- Assisting customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
- Providing support for 997 retail brick and mortar stores nation wide
- Train new team members, assist with onboarding and the interview process
- Averaging over 150 calls per week while maintaining a 97% first call resolution rate and within 95% of the SLAs provided
- Advocating for end-users to perform testing and problem analysis for server, desktop, and IT infrastructure work
- Monitoring network performance and providing network performance statistical reports for both real-time and historical measurements
- Troubleshooting system performance in absence of a System Analyst or the Director ensuring technical and support control efficiency
- Assisting with launching new startup programs working closely with personnel to perform suitability reviews by learning and implementing protocols and engaging client awareness
- Researching and resolving issues/inquiries daily
- Knowledge of remote desktop connections, peer-to-peer file sharing, and other applications associated with remote IT assistance
- Creating trouble tickets and documenting them into our ticketing systems database
Field Systems Analyst
Sonic Automotive (Buchanan Technologies)
Charlotte, NC
10.2016 - 04.2017
- Diagnose and repair hardware and software issues on client PCs and mobile devices using approved methods and processes
- Install hardware and software for clients
- Complete necessary internal and client-related documentation as required daily
- Install/configure/repair network and local printers
- Train clients on basic computer knowledge
- Communicate and interact with end-users and internal staff to resolve IT-related issues
- Acknowledge and escalate issues that are brought to your attention but may fall outside of IT support
Regional IT Systems Analyst
Essentra Packaging
Charlotte, NC
02.2016 - 09.2016
- Company Overview: Contract
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment
- Provided on-site and remote technical support to users
- Installed new hardware and software, patched systems, and configured settings
- Coordinated with vendors to obtain necessary components promptly
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
- Managed firewall, network monitoring, and server monitoring both on- and off-site
- Assisted/led in organizing migration of all sites in the U.S
- From legacy workstations to Win7 and from on-premise Exchange servers to the Office365 cloud
- Provided support to 48 manufacturing facilities, 64 sales and distribution centers, and 4 research and development centers throughout 33 countries while supporting a user base of 8,000
- Contract
Windows System Analyst
Tolt Solutions Inc.
Charlotte, NC
11.2013 - 01.2016
- Deploy computers to end-users
- Build new / updated images for deploying to computers using a virtual environment (vSphere)
- Assisted in organizing the migration from Exchange on Premises to Office O365 Cloud
- Troubleshoot, and resolve various issues with software and hardware
- Manage user accounts on Active Directory
- Maintain Verizon and Sprint accounts with over 2000 lines of service
- Monthly reporting on Verizon and Sprint accounts to maintain good use/practices with data usage
- Led server infrastructure development, quality assurance, and staging and production systems
- Ensured network, system, and data availability and integrity through preventative maintenance and upgrades
- Maintained a flexible schedule and responded to after-hours and weekend emergencies on time
Information Technology and Communication Specialist (ITICS)
Capgemini U.S. LCC.
Charlotte, NC
11.2011 - 10.2013
- Provide in-depth technical support to the Service organization including the provision of technical remote applications support to customers, capable of answering complex questions on function and usage of the application
- Technical Support for Desktops, Network, Servers, and Applications
- Alcatel, Lucent, and VOIP devices Implementation of phone Setup, Voice mail setup, Extension allocation
- Desktops, Laptops, Network, Asset Management, and Migration Processes in the OS level of Desktops and Servers
- Coordination of new implementation to roll out an entire process
- Work with the service organization personnel, providing the technical support necessary to maintain customer satisfaction in technically complex situations, understand, implement, and support all technology manufacturers that distribute by Capgemini Specialties
Education
Associate of Arts - Information Systems
University Of Phoenix
Tempe, AZBachelors of Science - Information Technology
University Of Phoenix
Tempe, AZSkills
- Windows 8-11
- Hardware upgrades
- Office 365
- Mac OS
- Technical Troubleshooting
- End-User Training
- IT Infrastructure & Performance Tuning
- Technical & User Documentation
- Email Administration
- Active Directory
- VPN
- Portable Devices
- Customer service
- System development and administration
- System upgrades & Optimization
- Technical support
- Network development and Administration
- User Support
- Program installations
- Troubleshooting
- Hardware installations
- Remote access technology
- New employee mentoring
- System backups
- QA tools
- Excellent diagnostic skills
- Data backup and retrieval
- Asset Management
- Network diagnostics
- User credential management
- Software diagnosis
- Application support
- Videoconferencing
- Desktop support
- Hardware diagnostics
- TCP/IP
- Ticket management
- Wide-area networks
- Remote support
- Issue escalation
- Antivirus software
- Hardware and peripherals
- System administration
- LAN/WAN
- Mac systems
- Account management
- User guidance
- Staff education and training
- Hardware troubleshooting
- MS Office proficiency
- Customer service expert
Affiliations
- F&AM, SD, 2015 to Present
- Sigma Alpha Pi, 2018 to present
Certification
- Desktop Support Certificate, University of Phoenix, Undergraduate
- Computer Technical Support, BrainBench.com
- Technical Help Desk (Microsoft), BrainBench.com
- Computer Literacy (Windows), BrainBench.com
- Backup Exec 11d, BrainBench.com
- Dell Premier Certified
Military Service
US Army, 1994 - 1996, 63T 10, Bradley Fighting Vehicle Mechanic, Service Connected
Timeline
Market Director of IT
Beasley Media Group
10.2021 - 10.2024
System Support Analyst
Rack Room Shoes Inc.
04.2017 - 10.2021
Field Systems Analyst
Sonic Automotive (Buchanan Technologies)
10.2016 - 04.2017
Regional IT Systems Analyst
Essentra Packaging
02.2016 - 09.2016
Windows System Analyst
Tolt Solutions Inc.
11.2013 - 01.2016
Information Technology and Communication Specialist (ITICS)
Capgemini U.S. LCC.
11.2011 - 10.2013
- Desktop Support Certificate, University of Phoenix, Undergraduate
- Computer Technical Support, BrainBench.com
- Technical Help Desk (Microsoft), BrainBench.com
- Computer Literacy (Windows), BrainBench.com
- Backup Exec 11d, BrainBench.com
- Dell Premier Certified
Associate of Arts - Information Systems
University Of Phoenix
Bachelors of Science - Information Technology
University Of Phoenix
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