Willie C. Boothe Jr

• Responsible for identity management of 10000+ accounts and protection of system resources
• Setup, maintain and terminate system access on multiple security architectures and within multiple secure applications
• Create, modify, delete, maintain, and monitor system access identification for corporate email system, LAN, enterprise server (RACF) applications and subsystems, remote access, web browsing, and/or application level security databases
• Participate in related project work as needed such as documentation of work, process implementations and procedure updating
• Responsible for performing Citrix resets and troubleshooting in Citrix environment to resolve application issues.

• Develop documentation to support ongoing systems operations, maintenance, and specific problem resolution
• Responsible for technical support for 1000+ end users, via telephone, callbacks, and escalations
• Advised management, business and technical staff on solutions using specific domains or technology.
• Developed technical requirement documentation for new software products.
• Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.

• Advised management, business, and technical staff on solutions using specific domains or technology.
• Supervised architecture, design, and implementation of company-wide platforms and applications.
• Led several DevOps teams engaged in software development for enterprise applications.
• Investigated system issues and implemented resolutions to reduce downtime.
• Teamed on development of technology roadmap spanning 10 years

• Work with other areas of Information Systems to provide solutions for customers
• Dispatch work to security points of contact for completion and/or process break/fix and service severity level requests to meet customer needs
• Assisted Blackberry users with password reset, activation, and account creation, for multiple users in the BES server
• Responsible for troubleshooting issues with accessing websites, Internet connectivity, monitoring issues, and wireless issues Create and/or review data access reports to research service requests or issues
• May also be asked to review reports to ensure compliance with corporate information security policies, standards, guidelines, and procedures using Active Directory thoroughly documenting and updating all cases in the remedy ticketing system.

• Troubleshooting a variety of desktop computer issues including internet connectivity, printer functionality, and proprietary security software functionality
• Responsible for performing Citrix resets and troubleshooting in the Citrix environment to resolve application issues
• Installing and configuring proprietary software on remote customer computers
• Provide instruction, problem resolution, and follow-up to external customers and internal employees
• Use Active Directory thoroughly document and update all cases in the Salesforce ticketing system.

• Troubleshoot via phone or live chat hardware, software, and operating system problems/failures to identify hardware/software related failures
• Troubleshoot a multitude of devices (i.e., Printers, laptops, desktops, etc.)
• Assisted various business groups with document organization and dissemination during acquisitions
• Responsible for creative design for prominent helpdesk projects.
• Retained existing clients and developed 100+ new accounts by extending the high quality and efficient support service

• Troubleshoot via phone or live chat hardware, software, and operating system problems/failures to identify hardware/software related failures
• Troubleshoot a multitude of devices (i.e. Printers, laptops, desktops, etc)
• Assisted various business groups with document organization and dissemination during acquisitions
• Responsible for creative design for prominent helpdesk projects.
• Retained existing clients and developed 100+ new accounts by extending the high quality and efficient support service

• Communicated closely with ground crew, flight crew and tow person via headset radio to maintain loading and unloading safety and efficiency.
• Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
• Performed mathematical functions to interpret aircraft weight and balance loading instructions.
• Managed over $1,000,000+ in inventory and 50 employees in 5000 square-foot warehouse.
• Diminished accidents 50% by identifying root causes for corrective action.

• Operated sound recording equipment to capture and document broadcasts for analysis.
• Monitored emergency frequencies to detect distress calls and dispatch emergency response personnel or equipment.
• Installed, tested and operated radio equipment, adjusting settings to achieve clearest transmission.
• Managed and optimized contact with other locations and personnel conducting field operations to facilitate open and clear communication.
• Tracked information with spreadsheets, updated databases and used word processing software to type correspondence.

• Understood FAA, TSA and airport regulations and verified compliance.
• Loaded and unloaded baggage of various weights and dimensions to and from aircraft and baggage areas.
• Attended and completed required online and in-person training and mentored newer agents in advanced roles.
• Managed warehouse operations and verified proper shipment procedures.
• Operated aircraft refuelers, tugs and tractors, ground power units and other aircraft ground support equipment.

• Patched software and installed new versions to eliminate security problems and protect data.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Collaborated with outside departments to implement system-wide improvements.
• Monitored systems in operation and quickly troubleshot errors.
• Rolled out software updates and applied server patches to thwart threats from penetrating networks.