William Christopher Redmond
Farmeville
Summary
9 years of Professional IT experience across a wide spectrum including: Service Desk, Help Desk, Point of Sale, Hardware Deployment, Network Configuration, Connectivity Support Protocol Implementation of Multi Function Printers and Production Presses, E-Mail Administration, Windows OS and Server, along with familiarity with MAC OS.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CW Operations Analyst
Intuit Inc.
San Francisco
09.2023 - 02.2024
- Primary role was that of senior helpdesk employee assisting TurboTax tax analysts and Quickbooks accountants troubleshoot any software and hardware issues that may arise involving Windows 10 and 11 operating systems and their Intuit issued Lenovo laptops of various models along with any Intuit issued peripherals (Camera's and headsets).
IT Service Desk Technician I
Visual Edge IT
Tampa
10.2021 - 06.2023
- Primary role is that of a Tier 1 Service Desk Technician I, providing all-encompassing support as you would expect from a Service Desk at a MSP (Managed Service Provider)
- This primary role includes but is not limited to supporting external client's issue involving Windows Operating Systems and Windows Servers, Office 365 and Exchange email administration along with various other mail tenant platforms such as G-SUITE, etc
- Role as Office 365 Administrator and other mail tenant platform include Account Creation, purchasing and managing of licenses, settings up Mail Flow rules, maintaining of Block and Allow Sender Lists, Forwarding rules, managing of Office 365 Groups and Distribution Lists, conversions of mailboxes to shared mailboxes, applying permissions to mailboxes, and message tracing
- Strong knowledge of administration and troubleshooting of MS Office Suite
- Experience with Azure and SharePoint
- Extensive Active Directory usage including but not limited to account creation/disablement/removal, applying or removing permissions, editing attributes of User Objects and understanding of OU's
- Direct End-User support involving all aspects of troubleshooting the Windows operating systems utilized by Client
- Standard Networking support involving workstations, servers, WAPs, switches, firewalls and Client VPNs
- Intermediate knowledge of Cisco, Meraki, WatchGuard, and SonicWall
- Primary point of escalation for Tier 1 and 2 printer issues including but not limited to Scan to SMTP setup and troubleshooting, Scan to SMB setup and troubleshooting, Scan to FTP and SFTP, and printer driver and connectivity issues
- Intimate knowledge of how to setup advanced SMTP and SMB configuration including implementation of Connectors as to allow for scanning using MX Record over port 25 or 2525
- Experience with Datto such as Back-Ups and Cloud Continuity Screen Shot Verification
- Experience with ESXI VMware products and methods
- VOIP experience via various platforms but mostly have dealt with lntermedia
- During a large part of my tenure with the company I have been utilized as a Trainer of new employees and instructing current IT Service Desk Tier 1 and 2 Technicians in how to effectively troubleshoot and implement Printing and Scanning issues involving Printers/MFPS/Scanners
- Help maintain and create documentation and updating of IT Glue vault documentation.
Technical Specialist I
Konica Minolta
Tampa
08.2019 - 10.2021
- Provided Level 2 support of all functions of printers and MFPs along with Production Presses
- Covered the Networking side of the machines plus printing and copying usage
- Also covered hardware issues that could be diagnosed remotely
- Was responsible for setting up Scan to Email environment and Scan to Folder environments
- Utilized knowledge of protocols such as SMTP, SMB, and FTP
- Used knowledge of networking to help facilitate the resolving of issues such as scanning and configuring the copier to connect to the network and work across different network environments
- Used extensive knowledge of Windows environments, various printing and network protocols such as RAW, SNMP, etc for installing/maintaining drivers and obtaining printer configurations
- Also assisted customers with custom print jobs and configuring the printer to be able to print custom jobs
- Indepth knowledge of Printers, MFPs, including experience with Production Presses and Image Controllers.
IT Support Analyst
HiTech Computers
Ruston
10.2018 - 07.2019
- Supported a variety of commercial, medical, police, and governmental organizations
- Support included software, hardware, and some network support
- Worked in a variety of Windows environments including Windows Server environments
- Experience in active directory, servers, routers, and some SonicWALL experience.
IT Support Analyst
Total Retail Solutions
West Monroe
10.2017 - 08.2018
- Remote support for POS systems across the Southern US (Primarily grocery stores and gas stations)
- Supported servers, cash registers, proprietary software such as POS software including programming of register menus, additional peripheral devices including scan guns, scales, and printers
- Also provided intermediate support of networking issues that might arise on site.
IT Service Desk Analyst
HCL Technologies Limited (Contractor at USAA Service Desk)
San Antonio
07.2015 - 06.2017
- Analyzed, diagnosed, and resolved internal customer issues with a variety of company applications and hardware
- Troubleshooting of Windows 7, Internet Explorer, and Microsoft Office applications such as Outlook, Word, Excel
- Reset application, system, and server passwords
- Managed and assisted users with VPN connections, Remote Desktop, and virtual machines
- Experience with applications such as VMware vsphere, Citrix and Microsoft Remote Desktop
- Installed network printers and drives
- Compiled reports for internal customer contacts regarding issues that arose regarding errors, diagnoses, resolution, and/or dispatch information.
Education
CTD in the field of IT/Networking -
North East Louisiana Technical College
01.2012
Majored in History with a Minor in Political Science -
University of Louisiana at Monroe
01.2008
Skills
- Service Desk
- Help Desk
- Point of Sale
- Hardware Deployment
- Network Configuration
- Connectivity Support Protocol Implementation
- Multi Function Printers and Production Presses
- E-Mail Administration
- Windows OS and Server
- MAC OS
- Windows 10 and 11 operating systems
- Lenovo laptops
- Intuit issued peripherals
- Ticketing system: Service Now
- Windows Operating Systems
- Windows Servers
- Office 365
- Exchange email administration
- G-SUITE
- Office 365 Administrator
- Mail Flow rules
- Block and Allow Sender Lists
- Forwarding rules
- Office 365 Groups and Distribution Lists
- MS Office Suite
- Azure
- SharePoint
- Active Directory
- OU's
- Cisco
- Meraki
- WatchGuard
- SonicWall
- Printer issues
- Scan to SMTP setup and troubleshooting
- Scan to SMB setup and troubleshooting
- Scan to FTP and SFTP
- Printer driver and connectivity issues
- Datto Back-Ups and Cloud Continuity Screen Shot Verification
- ESXI VMware products and methods
- VOIP
- Troubleshooting Printing and Scanning issues
- IT Glue vault documentation
- Level 2 support of printers and MFPs
- Production Presses
- Networking side of machines
- Scan to Email environment
- Scan to Folder environments
- Protocols: SMTP, SMB, FTP
- Windows environments
Certification
LAN Administrator Certificate, North East Louisiana Technical College
References
- Socrates L. Galiga III, Visual Edge IT Service Desk Technician I, +639995083030, socrateslgaligaiii@yahoo.com
- Willie Smith III, Visual Edge IT Support IT Service Desk Technician II, 484-523-3373, wsmithitt@gmail.com
- Jason Stittgen, Konica Minolta All Covered RSD Specialist, 813.424.7846, jstittgen@kmbs.konicaminolta.us
Timeline
CW Operations Analyst
Intuit Inc.
09.2023 - 02.2024
IT Service Desk Technician I
Visual Edge IT
10.2021 - 06.2023
Technical Specialist I
Konica Minolta
08.2019 - 10.2021
IT Support Analyst
HiTech Computers
10.2018 - 07.2019
IT Support Analyst
Total Retail Solutions
10.2017 - 08.2018
IT Service Desk Analyst
HCL Technologies Limited (Contractor at USAA Service Desk)
07.2015 - 06.2017
CTD in the field of IT/Networking -
North East Louisiana Technical College
Majored in History with a Minor in Political Science -
University of Louisiana at Monroe
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