Austin Williams

  • El Monte US-CA
Austin Williams

Summary

High level of experience in Information Technology as an information technology hands-on lead technician and helpdesk support specialist. Excellent communication skills, attention to detail and troubleshooting skills. Strong background with documentation and training experience. Experience includes, but not limited to, IT support: set-up, installation and maintenance of end user computers, VPN, wireless, switches, routers and remote connectivity support of over four hundred computers. Key leader in the operation of the helpdesk to include training users, software, and hardware support.

United States Army

Awards:

Army Commendation Medal

Army Achievement Medal (2 Awards)

National Defense Medal

G.W.O.T Expeditionary Medal

G.W.O.T Service Medal

Combat Action Badge

Duty Stations:

March Air Reserve Base

Camp Victory, Kuwait

Ft. Sill, Oklahoma

Ft. Bliss, Texas

Ft. Lewis, Washington

Additional Roles:

Unit Guidon (2002-2004)

Combat Life Saver (2003-2004)

TSIRT Cadre (2005)

Links:

M1070 Tractor & M1000 Trailer

Community of Veterans

USO

Objective

I am deeply committed to the field of Information Technology and exploring all the possibilities that the profession offers. I seek the vast possibilities that the industry provides, and I wish to meet and conquer new challenges. I have personal and professional goals which I'm always open to exploring. I wish to be involved in opportunities that allow me to showcase my abilities, develop new skills, and exceed expectations.

Volunteer Work

Charisma Life 

Multimedia Editor

Camera Technican

Connect With Me

Work History

Work History
May 2010 - Present

System Administrator

Arcadian Management Services

Reported to the IT Infrastructure Manager for Systems & Networks of a $500M Medicare Advantage provider.Responsible for maintaining the computing environment by identifying system requirements; installing upgrades and monitoring performance.

  • Established system specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing system infrastructure.
  • Developed systems by planning and executing the selection, installation, configuration, and testing of PC and server hardware, software, LAN and WAN networks, and operating and system management systems; defining system and operational policies and procedures.
  • Maintained system performance by performing system monitoring and analysis, and performance tuning; troubleshooting system hardware, software, networks and operating and system management systems; designing and running system load/stress testing; escalating application problems to vendor.
  • Secured systems by developing system access, monitoring, control, and evaluation; establishing and testing disaster recovery policies and procedures; completing back-ups; maintaining documentation.
  • Prepared users by designing and conducting training programs; providing references and support.
  • Performed system upgrades by conferring with vendors and services; developing, testing, evaluating, and installing enhancements and new software.
  • Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Protected organization's value by keeping information confidential according to HIPAA guidelines.
  • Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Severed as an escalation resource to Helpdesk & Desktop support technicians.
  • Administered the following systems: Avaya IP Office, Avaya Communications Manager, Symantec Endpoint, Symantec Enterprise Vault, ProWatch Security System, VMware Infrastructure, Virtual Iron Infrastructure, SharePoint Services.
Jan 2008 - May 2010

Lead, Help Desk & Desktop Support

Arcadian Management Services

Reported to the Help Desk Manager of a $500M Medicare Advantage provider.  Provided IT technical support for 500+ users in 18 remote sites, and several external partners. Led special IT projects on a continual basis to include visiting remote sites across the nation to implement IT and business solutions. Served as an alternate administrator for: telecommunications, networking and infrastructure.

  • Led a team of 3 talented and motivated IT Professionals in all day -to-day Helpdesk and Desktop Support operations including Level 1 & Level 2 support and special projects.
  •  Monitored the  network/server infrastructure utilizing the network monitoring tool, What's up Gold
  • Established new remote sites with LAN/WAN infrastructure including phone systems, domain controllers and desktops.
  • Transitioned users from NT to Windows Server 2003 Active Directory.
  • Created end-user training manuals for multiple systems ranging from manipulating Outlook 2003 to software installation.
  • Evaluated company and IT procedures to eliminate or simplify tasks with the goal of improving productivity.
  • Configured name changes; managed extensions, forwarding, and groups using Avaya IP Office and Configuration Manager.
  • Installed new software releases, system upgrades, and OS patches, in addition to resolving software-related problems.
  • Shortened support turnaround times for tickets and equipment while reducing the average number of tickets by 50%.
  • Collaborated with engineering, operations, and development teams to provide efficient and customer-friendly support.
  • Maintained corporate Information Systems standards and security policies.
  • Planned and completed the client side migration from POP3 to Microsoft Exchange 2007.
  • Mentored Level 1 & Level 2 technicians, enabling them to provide quality helpdesk support and swift incident resolution.
  • Conducted technology refresh for remote offices to increase the output of end-users.
  • Coordinated IT equipment ordering and disposal of E-waste in accordance with CA State Law and HIPAA requirements.
  • Developed working relationships with executives in remote offices to ensure IT was facilitating business requirements.
Jan 2005 - Apr 2008

General Manager

Pizza Factory

General Manager that helped to set up and maintain a restaurant that consistently exceeded Department of Environmental Health standards. Consistently managed, trained and supervised a proficient staff of 15 employees. Trained 7 Assistant Managers to effectively and responsibly manage individual shifts. Trained new employees on DiamondTouch POS System, time management and proper food preparation. Planned and projected food costs, expenses and managed inventory. Worked with company leadership to create new and creative ways to market the business. Created standard operation procedures for the business to ensure 100% compliance of the employees. Responsible for customer satisfaction and providing leadership during high-stress business hours.Increased customer satisfaction with by maintaining a high level of customer service and attention to detail while keeping labor costs at appropriate levels as compared to daily sales. Worked as part of a team to increase sales and increase profits by limiting food and material waste. Built an outstanding reputation for the business with the school district and the local community.

Mar 2001 - Mar 2007

Motor Transportation Sergeant 88M20

California Army National Guard

Conducted and planned tactical convoy operations as part of a 12 person squad. Performed as a member of a fire team during training and combat missions. Maintained the M1070 H.E.T Tractor and M1000 Trailer, to include all tools and inventory items. Scheduled and performed preventive and organizational maintenance on weapons and equipment. Led Physical Training activities and served as a mentor to new soldiers. Trained soldiers in common tasks to include CPR/First Aid, safety, and MedEvac procedures. Consistently monitored and provided basic medical care for soldiers as a Combat Life Saver during convoy operations in support of Operation Iraqi Freedom.. Logged 3500+ accident- and incident-free miles during tactical convoy operations in hostile territory. Proudly served as an instructor for the Theater Specific Individual Readiness Training program at Camp Roberts, California.

Education

Education
2006 - 2007

Associate Degree

ITT Technical Institute

Class Valedictorian (3.86 GPA)

Highest Honors (Spring & Summer Quarters)

Alpha Beta Kappa Honor Society

Certifications

Certifications

Microsoft Certified Professional

Microsoft Corporation