Willie Golatt
St. Johns,FL
Summary
Experienced IT Specialist with over 15 years of expertise in system administration, project management, and IT security. Able to align IT initiatives with organizational goals, ensuring seamless integration and optimal performance. Skilled in providing exceptional customer support for desktop applications and enhancing service quality through procedural improvements. Seeking an IT Specialist role to leverage extensive experience in customer support, process improvement, and stakeholder collaboration to drive organizational success.
Overview
11
11
years of professional experience
9
9
Certification
Work History
IT Specialist
ACS International
12.2023 - Current
- Provide customer support to over 3,000 users, including students, teachers, and regional senior-level staff
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Performed daily break/fix tasks, managing over 70 problem tickets using the ConnectWise ticketing system
- Conducted thorough evaluations of the quality of IT services and provided recommendations to management and technical teams for improvement
- Develop and maintain network enterprise solutions and monitor the LAN to ensure consistent network uptime
- Monitored project progress, overseeing the planning, execution, and closure phases to ensure timely completion within defined scope and budget constraints
IT Field Resource Manager
NTT Data
08.2021 - 12.2023
- Led a major regional hospital-wide OS migration project, transitioning from Windows XP to Windows 10, ensuring system compatibility and security
- Managed project scheduling and software installation timelines, critical in healthcare IT environments
- Drove process improvements and technology system deployments, focusing on system integration and user satisfaction
- Monitored project progress, identified and resolved issues, and ensured stakeholder communication, emphasizing IT system design considerations
- Coordinated technology deployments and provided expert consultation and training, ensuring smooth integration with existing systems
- Maintained vendor relationships and ensured optimal performance of IT systems, focusing on operational continuity
- Led and mentored a team of IT technicians, overseeing incident management and end-user support.
Desktop Support Lead
NTT Data
02.2014 - 02.2020
- Provide IT desktop support to over 3,000 users, including doctors, nurses, and administrative senior-level staff
- Directed projects involving the upgrade of 3000 PCs, software, hardware and network devices ensuring system compatibility and user support
- Collaborated with the network team in planning the installation of network switches, routers, and wireless access points, ensuring system integration
- Implemented efficient software deployment projects and imaging, ensuring timely installation within scope and budget
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Administered team performance reviews and training, focusing on system optimization and security
- Managed a team of 15 service technicians providing user and hardware support, including system upgrades, optimizations, and configurations.
- Strengthened communication skills through regular interactions with others.
Education
High School Diploma -
Palmetto Sr. High
Miami, FLSkills
- Customer Support for Desktop Applications
- Guidance and Recommendations for IT Issues
- Application support
- Technical reporting
- Technical issue analysis
- System design and deployment
- Problem-Solving
- Communication
- Attention to Detail
Certification
- CompTIA A+
- CompTIA Security+
- Qualys Certified Specialist
- CompTIA Network+
- ITIL Foundation V3
- Professional Scrum Master 1
- Lean Six Sigma Greenbelt
Dateavailable
Immediately
Timeline
IT Specialist
ACS International
12.2023 - Current
IT Field Resource Manager
NTT Data
08.2021 - 12.2023
Desktop Support Lead
NTT Data
02.2014 - 02.2020
High School Diploma -
Palmetto Sr. High
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