william thompson

customer support analyst

About

I have eight years of experience in a helpdesk environment with a wide array of support solutions from hardware to software and a specialization in networking and TCP/IP

Country

united states

City

virginia beach

Industry

information technology and services

Skill

project management, html, customer service, help desk support, team management, troubleshooting, process improvement, macintosh hardware, macintosh applications, training, training delivery, technical documentation, technical leadership, technical support, windows, microsoft office, operating systems, vpn, wireless networking, networking, tcp/ip, routers, hardware, software installation, firewalls, security

Experience

consult tsr2

canon it solutions inc.

2010-10 - 2013-8 · 2 yrs 11 mos

customer support analyst

verizon

2013-8 - Present · 13 yrs 1 mo

network support representative ii

canon it solutions inc.

2007-3 - 2010-10 · 3 yrs 8 mos

* Configured various devices via USB and local area networks including Macintosh, Windows, printers, network cameras and projectors. * Performed troubleshooting on network connectivity issues through different protocols such as TCP/IP, SMTP, FTP, HTTP etc. * Dealt with security issues which required static IP address assignments, access to firewalls, VPN, and wireless network security settings including WEP/WPA. * Created and maintained Macintosh work stations with multiple user accounts and permissions. * Fixed computer operating system issues including Macintosh and Windows OS. * Setup cloud storage and cloud printing applications such as Google cloud print and proprietary iOS and Android printing and scanning software.. * Provided end user support for customers on wide range of Macintosh and windows OS and peripheral connectivity issues. * Familiar with operating systems Windows 2000/XP/Vista/7/8 and Macintosh OS 8.x, 9.x and all versions of 10, 10.4, 10.5, 10.6, 10.7 and the latest 10.8 Mountain Lion.

intern

three oaks elementary

2006-6 - 2006-12 · 7 mos

* Performed computer software and hardware upgrades. * Responsible for network troubleshooting to include PCs, routers, switches and printers. * Assisted in the implementation and installation of an Audio/Visual system that was broadcast throughout the school.