Professional Certification:
A+, 8 Years of experience in Desktop Support
Professional Resume:
KEVIN WILLIAMS
336-462-9656 - brainmadder@gmail.com
3059 Bracey Place - Raleigh, North Carolina 27610 - United States
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OBJECTIVE
Energetic, self-motivated professional with technical aptitude, excellent analytical
problem solving skills and a strong work ethic, seeks a career with a company where
customer relation skills and computer troubleshooting experience can be utilized to
affect end-users with efficient, quality service and enhance company image.
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WORK EXPERIENCE
02/18/10 - Present Durham, NC
End User Technology Specialist , Novant Health
Provide support for Physicians, and Administrators. Assisted in troubleshooting user
problems relating to Operating System issues (Win9x, NT, and Win 2000), Network
Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet
connectivity. Performed upgrades, installation of software and drivers and essential
desktop troubleshooting. Deployed updates, service packs and hot fixes using Windows
Update, Automatic Updates, and Group Policies. Installed logical printers on a print
server and preparing print server to host clients. Troubleshooting hardware peripherals
like printers modem etc. User rights and permission, disabling and enabling accounts,
file and folder permissions and configuring security templates as per need. Assisted on
on-site visits and hardware troubleshooting and local system upgrades. Troubleshooting
issues with Ehr applications (Epic, Signature, and Allscripts)
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06/30/09 - 01/25/10 Winston-Salem, NC
Onsite Technical Support, Dell Inc.
Apply sharp troubleshooting capabilities to support business partner by diagnosing and
swiftly resolving technical and service issues.
Diligently monitor and track issues to ensure expeditious resolution.Proficiently replace,
install and configure 1,500 workstations within manufacturing environment for
Technology Refresh Initiative. Leveraged extensive technical expertise to direct, support
and maintained Windows 2000 servers and 600 high-end workstations. Installed and
configured local area network (LAN) server systems and utilized a broad range of
analytical tools to assess and rectify hardware and software issues.
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01/20/09 - 06/30/09 Winston-Salem N.C.
It/Desktop Support (Contract) , Vertek Solutions (Novant Health)
Assist with planning and deployment of 2 projects. Duties include creating Ghost
images for a medical environment. Implementing software for medical administration
use of (SMS,Citrix, Picis, Medical Manager, Quantative Sentinel).Deployment of
machines to medical central billing office while ensuring proper function of machinery.
Administration of user accounts as well as assembly of server towers (Primarily with
Nortel Switches), backup of servers, monitoring server performance, creating and
maintaining printing environment, and troubleshooting connectivity problems.
Suggested changes to procedures to enhance the daily operations as well as made
recommendations for quality increased efficiency. Use of Excel and Access to create
accurate charts for computer locations, inventory,install information and productivity
computer locations, inventory,install information and productivity. Use of batch filing
to increase speed and accuracy of application installs. Activate network connectivity by
drop cabling,configuring Nortel switches,and distributing IP addresses. Install operating
systems manually and from network installation programs.
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05/20/08 - 01/13/09 Winston-Salem N.C.
It/Hardware Technician/Rounds-Tech (Contract) , Team Ics (Novant Health)
Dispatched via a central Help Desk Coordinator with Remedy ticket system. Supported
more than 4000 local end-users with computer, network systems and peripheral
devices. Recommend hardware and software solutions and upgrades using established
procurement processes. Provided functional and technical support, troubleshooting and
diagnosing hardware and software problems, including desktop, laptop, WAN, LAN,
and remote systems. Troubleshooting printer issues by replacing fusers, network cards
and Jet-direct boxes printers include: Hp, Lexmark, and Fujitsu. Expertly installed,
configured, monitored and troubleshot PC's and related hardware on multiple OS
platforms. Procured, received, documented and tracked inventory of computer
equipment and software licenses. Imaged over 2500 Pc's using Ghost for major medical
billing office deployment, install included the use of Active Directory and SMS.
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07/01/07 - Present Winston-Salem N.C.
Technical Computer Consultant (Self-Employed) , Technical Computer Services
Providing end users with technical advice, program development, hardware/software
implementation, maintenance, and PC diagnostics. Perform systems setups,
optimizations, Video/Sound/Network card installs, virus removals, and customization
for customers. Implement memory (RAM, Hard Drive), operating systems, software
applications, and peripherals installation. TCS consultants also perform imaging
requests, data migrations, support for remote access for virtual private network (VPN),
and wireless communications setups for Local Area Networks (LAN). Must maintain a
consistent track of marketing strategies, customer relations, and current industry
technologies. Self-motivation, discipline, strong research, and effective communication
skills are also essential to job enhancement.
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01/8/07 - 04/21/08 Winston-Salem N.C.
It/Desktop Support (Contract) , Vertek Solutions (Novant Health)
Assist with planning and deployment of 2 critical projects. Projects involve the
deployment of 550 Bluetooth bar-code scanners and replacement of 500 laptops to be
used for medication administration. Making the transition to new equipment
comfortable for medical staff by performing daily follow-ups with users on all levels.
Other duties include proactively checking in with end users to verify all IT needs are
being met and that systems are working as intended. Support end users by traveling to
various Novant Health facilities and resolving issues, also using SMS Application to
resolve issues remotely. Performing system setups at a project level including imaging,
optimizations, Video/Sound/Network card installs, and customization. Troubleshooting
hardware and software issues by responding to trouble tickets in queue.
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07/23/01 - 08/15/07 Winston-Salem N.C.
Home Office Specialist , Best Buy
Assisted customers by educating them on current industry technologies and services
that maximize product value. In-depth knowledge of software, media, entertainment,
product services, digital subscriptions, motivational techniques, and quality leadership
initiatives were essential to ensure that the customer received the complete product
solution. Duties included wireless phone activations, home theater wiring, virus/spy
ware removal, hard drive installations, video/sound card installation, software
optimizations, and diagnostics. Additional responsibility included making sure our
computer team finishes all computer e-learning (on-line computer test with new
processes and education on new technology). Assisted Best Buy Project Team by
traveling to new store locations performing duties such as assembling Home Theater
and computer displays, following the Plano grams and store maps, installing new
category 5(CAT5), category 6(CAT6), coaxial, audio/video cables, testing functionality
of displays, training new employees, and product processing. Traveled to off-site
locations for sales training where up-to-date marketing strategies were emphasized.
Participated in open forum discussion where new ideas could be expressed.
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EDUCATION
Winston Salem State University, Winston-Salem N.C., 8/23/03 - 5/20/05
, 3.4 Grade Point Average
Glenn High School, Kernersville N.C., 08/19/98 - 05/20/02
High School Diploma in , 3.4 Grade Point Average
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SKILLS
A, HTML, Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Ghost, Active
Directory, CISCO LAN Switch Configuration, Server 2003, Information systems &
Management, LAN/WAN Technologies, Microcomputer Apps, and Internet Technology,
Citrix, Thin Clients, WinZip, SMS, Nortel, Remedy, Trend Micro, DNS, Technical
Support (Currently attending classes for Mcsa, Mcse, Network, and Cisco CCNA/CCNP
certifications).
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Company Description:
Brainmadder is a company that Values building relationships through delivering outstanding service..We don't just leave when we're done we answer any and every question until you are completely satisfied with the outcome
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