William Threats

• Maintained the whole facility of over 100+ users independently for all IT needs
• Provide 24/7 support via call and remote access, ensuring prompt and effective problem resolution
• Skilled at working independently and collaboratively in a team environment.
• Deliver friendly and understandable customer service to all users
• Conducted training sessions on an as-needed basis
• Create weekly "How to's" for the entire company
• Worked closely with management teams to plan, develop and execute technical strategies aligned to the company's vision.
• Perform computer setup, maintenance, and troubleshooting
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Set up and maintain Windows-based servers, Active Directory, and Windows Group Policies
• Configure Extreme switches
• Design wired and wireless network infrastructure for enhanced connectivity
• Manage purchases and maintain MDM and cellphone devices/services (Apple & Android)
• Successfully project-managed software implementation and retrained operators on production software
• Maintain Wiki documentation and utilize the Spiceworks ticketing system
• Experienced with Ricoh, HP, and Zebra Printers
• Experienced in MSO Products and managing accounts
• Familiarity with Website/UX design and social media management
• Intermediate understanding of Crystal Reports, and PHP, and SQL
• Project Implementation and management
• Supported implementation of warehouse management system software applications to enable centralized management of tasks.
• Windows Imaging
• VMWare Installation, Configuration, Management, and Maintenance
• DCHP, SCCM, WSUS maintenance, and configurations
• POTS, VOIP Installation, and maintenance
• Backup Maintenance with Backupify, Datto, Crashplan
• Installation and maintenance of Wireless AP structure
• Installation and maintenance of Cameras both coax and IP-based
• Asset Management
• Designed Network Infrastructure wired/wireless
• Advanced Google Workspace Administration
• Maintained purchasing
• Worked with HR to improve morale and the workplace environment
• Employee Onboarding / Orientation
• Trained employees in basic MSO use.

• • Acted as the first line of defense for in-house Help Desk tickets/calls, providing comprehensive support to employees.
  • Offered 24/7 support via call and remote access, ensuring continuous assistance.
  • Provided friendly and understandable customer service, addressing user queries and concerns.
  • Conducted necessary training sessions for employees.
  • Prepared weekly "How-to's" for the entire company, promoting knowledge sharing.
  • Conducted computer setup, maintenance, and repairs.
  • Supported Microsoft Office 2007 – 2016.
  • Managed user accounts and equipment setup for courtrooms.
  • Created and deployed images for Workgroups and domains using "Smart Deploy."
  • Successfully rebranded and styled the Intranet Site via SharePoint Designer 2013.

• Acted as the first line of defense for client-side and in-house Help Desk tickets/calls, resolving hardware and software issues.
• Ensured proper documentation and business justification for all incoming help desk calls using the ticketing system "Jira."
• Owned and resolved most support issues, exhibiting strong problem-solving skills.
• Documented software use, procedures, and processes to improve client support.
• Conducted client education and training sessions on new software functionality.
• Also acted as the quality assurance department for software releases.
• Supported Microsoft Office 2010.
• Assessed client IT infrastructure and proposed cost-effective improvement plans.
• Created and managed users, groups, and computers in Active Directory.
• Performed desktop, laptop, server (exchange & domain), backup, and printer maintenance and upgrades.

• Acted as the first line of defense for client-side and in-house Help Desk tickets/calls, resolving hardware and software issues
• Ensured proper documentation and business justification for all incoming help desk calls using the ticketing system "Jira."
• Owned and resolved most support issues, exhibiting strong problem-solving skills
• Documented software use, procedures, and processes to improve client support
• Conducted client education and training sessions on new software functionality
• Also acted as the quality assurance department for software releases
• Supported Microsoft Office 2010
• Assessed client IT infrastructure and proposed cost-effective improvement plans
• Created and managed users, groups, and computers in Active Directory
• Performed desktop, laptop, server (exchange & domain), backup, and printer maintenance and upgrades
• Accomplishments:
• Successfully branded and implemented the Microsoft SharePoint Intranet Portal and Microsoft CRM as a ticketing system for issue tracking, establishing the company's help desk structure
• Developed a user-friendly site for tutorials and documentation, significantly improving client onboarding and support
• Managed mobile devices and plans to cut down on cost saving over 25k a year
• Created reports via PHP and Crystal reports that uncovered the company potentially losing money
• Successfully implemented a production environment that created better workflow and ease of use
• Implemented a new camera system to cut down on employee injuries and maintain safety
• Manned a facility of 150+ employees daily.

• Support 250 employees between Sparks, Reno; Longview, Texas; Indianapolis, Indiana troubleshooting PC related issues
• Answer Help Desk calls as they come in and place them in the “Track IT” system
• Supported Microsoft Office 2003-07
• Created their website site using Adobe Flash, PHP/ASP, Dreamweaver and Photoshop
• Create users and groups, reset passwords, enable/disable users & computers in Active Directory
• Build, fix, maintain, and upgrade desktops, laptops, servers (exchange & domain), backups, printers and virtual machines
• Remote desktop assistance (Dame Ware)
• Assistance in the Corporate Portal (design, develop, deploy)
• Anti-virus installation/updates
• Spyware/Virus removal
• Basic network installation & troubleshooting

• • Support Representatives Nationally relating to technical issues on the VPSolutions Portal Ordering system
  • 20-40 tickets per person a day and maintained by an in-house created ticketing system.
  • Works with and escalates tickets to the appropriate IT department tier.
  • Works with tier 2 to find a root cause for issues that reoccur in the Verizon Ordering System
  • Access to the Integrated Order Management Support system to complete orders for representatives as well as correct any issues.
  • Access to Provisioning systems to check the status of circuits before completing it.
  • Works with Core Team members to have functional and or availability issues resolved.
  • In charge of tickets put in vSolve that deal with certain provisioning systems and IOM.
  • Works with representatives to give them the status on certain issues.
  • Create presentations on the workflow of tickets, the problem on the ticket, if it is reoccurring and the days to come to a resolution.
  • Working with Wholesale (WISE) Ordering System. Ordering system for our west customers.
  • Working with the legacy (back ordering systems) to make sure service to our client is up and working or to see if an order is placed correctly
  • Dealing with Resale Customers from the west dealing with issues they are having with order flow, Circuits, Account Telephone Number Look updates, and lookups.
  • Updating inaccurate information for the use of the resell client.
  • Deal with Clients directly on their own issues whether it is Client/Customer error or Company Error. And inform if the issue has been corrected or escalated.