Office Customer Service

WILLIAM A. PALMER II

CLEARANCE:

ITAR (International Traffic in Arms Regulations) issued by the US State Department

MILITARY SERVICE:

Veteran; United States Army Reserves, Honorable Discharge

EDUCATION AND TRAINING:

Computer Learning Center • Computer Business Systems • A+ certification • Windows 2000 Administration

SKILLS:

Windows 7,8,10, MS Office 2010,2013, Mac computers, PDA Devices, Active Directory, Exchange, Citrix, BES, VPN, Ghost, Acronis, PDQ Deploy and Inventory, Sophos Endpoint Console, Sophos Cloud, Sophos Administrator, Office 365, TeamViewer, AnyConnect, RDS, ARD, GPO, WSUS Administrator,

PROFESSIONAL EXPERIENCE:

OMS\DDB – Dallas, TX 2/2012 – Present

Senior Technical Analyst/ Sophos and WSUS Administrator

Supported the local Dallas Offices of OMS, Tracy Locke and The Marketing Arm

Provided end-users support for Windows Vista, 7 and 10, Microsoft Office 2010,13, Office 365, Citrix and OMS accounting applications (Hyperion, EAS and Sage)

Duties included but not limited to: created images for each company and the separate departments within each company, created software package deployments for each of the supported companies, evaluated and approved WUSU updates, maintained the Sophos and WUSU servers for the Dallas office.

Built the on-premises Sophos server for the Dallas Office and oversaw the migration for the DDB NA on-premises servers to Sophos Cloud.

Responsible for the PC inventory and maintenance of the Dallas office.

Built and maintained the WSUS for the DDB Dallas office

Worked closely with the Helpdesk and Network teams to resolve issue in a timely manner

First point of contact for after-hours rollover calls

Gardere Wynne Sewell LLP – Dallas, TX 6/2008 – 7/2012

IT Support

Supported the local Dallas office and the remote Austin office

Provided end-users support for Microsoft XP, Office 2007 and Citrix

Duties included support of all PDA devices, iPhones, Android (active-sync) and Black Berry (BES) devices

Responsible for desktop installations, software and hardware upgrades and all printer maintenance

Supported Hummingbird document management system

Backup to the AV coordinator

Worked with the help desk and network team to resolve day to day issues

On call seven days a week as the afterhours hardware support

Closed and addressed on average 100 trouble tickets monthly

Compucom- Dallas, TX 10/2007 – 6/2008

IT Support

Supported all of Philips North America users, including Canada

Provided Helpdesk Support for all of Philips North America users including Canada

Adhered to 85% first call resolution, averaged 30 calls per day by remote connection VPN, NetMeeting and Sametime Meeting

Duties included support for Dell laptops and desktops, network patch cords and connectivity, TCP/IP troubleshooting, HP, Lexmark and Xerox printer/scanner/copier/fax.

Experience includes Windows Server 2003 Active Directory, miniPE2 –XT, Norton Ghost, SAP GELCO, VPN Client, Treo 650 Blackberry wireless connectivity, supported Windows XP, MS Office Pro 2003, Clarity Incident/Request tracking, miscellaneous other applications, installed software, create Workstation and Laptop images and imaged new computers systems.

Intelsat- Washington, DC 7/2006 – 7/2007

Associate Software Engineer

Provided support in the design, modification, development, analysis and implementation of software programming applications and supporting and/or installing software applications for an orbital satellite series.

Duties include developing current release using C++ and Java, Also worked on solo projects and working closely with developers while participating in the testing processes through test reviews and analyses, test witnessing and software certification.

Akin Gump Strauss Hauer and Feld and Dickstein Shapiro-Washington, D.C.

Desktop Support Analyst 9/2004 - 5/2006

Provided end-user support for Microsoft Office XP/2003 Outlook and Litigation applications for a large Washington DC based Law Firm.

Upgraded desktop and laptop hardware. Performed Personal Folders (.PST files) and Personal Address Books (.PAB files) management.

Supported Hummingbird document management system

Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Windows 95, Microsoft Office, and numerous industry specific applications.

Performed Blackberry setups and installation.

Intelsat, Washington, D.C. 2001-2004

Associate Software Engineer 2003-2004

Provided support in the design, modification, development, analysis and implementation of software programming applications and supporting and/or installing software applications for an in-orbit satellite series

Participating in the testing processes through test reviews and analyses, test witnessing and software certification. Knowledge of commonly-used concepts, practices, and procedures within the UNIX field.

Helpdesk & Desktop Technician Supervisor 2002-2003

Active Directory/ Exchange account creation (Security, Distribution Groups, Mailboxes)

Planned, directed and managed the daily operations of the Help desk and Desktop Computer operations department.

Established department policies and procedures and held responsibility for tracking all hardware equipment, associated software, scheduling equipment usage and rotation and user satisfaction.

Lead Desktop Support Technician 2001-2002

Active Directory/ Exchange account creation (Security, Distribution Groups, Mailboxes)

Responsible for desktop installations, software and hardware upgrades and respective troubleshooting and resolution, Novell/NT Admin of Local user accounts, computer/office moves, inventory control and all printer maintenance for organization.

Provided end-user support for Outlook, Windows 98/NT/2000 and XP programs, in addition to other specialized software throughout the Intelsat organization, installation and configuration of Network Cards, Jet direct Cards, PCMCIA cards, Blackberry’s & Palm Pilots and laptops.

Worked with Tier3 on troubleshooting TCP/IP and DNS configurations for network problems and provided support for network, local printers and one-off technical requirements

Assisted in call resolution and training of both existing staff members and new help desk/technical employees on policies and procedures.

MCI/World Com-Pentagon City/Tyson’s Corner, VA 2000-2001

System Analyst for the Service Direct Department of MCI/World Com

Troubleshooter for server connectivity issues for remote users’ TCP/IP LAN/WAN LAN/networks, supported

Win 95/98/NT 4.0/2000, Lotus Notes and Outlook 2000.

Tested and distributed new additions and changes to software. Distributed new software and programs to remote users via PC ANYWHERE software, connected to servers via RAS/TCP/IP using PC Anywhere to resolve users issues.

Worked with Windows NT 4.0 & Windows 2000 Operating Systems and Office 97/2000/XP.

Completed issues via telephone and traveled to local and out of state offices for setup maintenance and installation tasks.

RHI Consulting- Washington, D.C. 1998-2000

Computer Consultant for BTG in support of the Department of Education

Messaging Engineer/ PC Hardware/Software Technician

Administered desktop support for all MS Office applications.

Collaborated with deployment of MS Windows NT, user administration and group-based security.

Developed training policies and procedures. Directed and maintained MS operating systems, Novell, Remote Networking and Citrix Terminal Server.

Diagnosed and augmented end-user issues including printers and hardware/software configuration. Managed remote networking and customer service installations for internal and external users.

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