william sanders resume it2

William E. Sanders, Jr. 5421 Chestnut Ave.Kansas City, MO [email protected]/pub/william-sanders/2/96b/2b/

NETWORK TECHNICIANSUMMARY OF QUALIFICATIONS

Excellent foundational knowledge of Windows Server and Windows 7 in a standalone and domain environment. Cisco hardware and IOS.

Certifications: CompTIA A+ certified.Microsoft Technology Associate (MTA): Networking Fundamentals certified Security Plus certified Currently training for the following certifications: Cisco CCENT and CEH(expected

by Oct. 2015). 10+ years of customer service, technical support, troubleshooting and software

support. Proven to be able to function in a group as well as individually. Recognized by previous employers for customer service and problem solving skills.

TECHNICAL SKILLS| Windows Server 2008 R2 - planning, deploying, configuring and maintaining AD infrastructure, environment and objects |Client computer support and domain integration | TCP/IP, DHCP, WINS, RRAS, IPSEC, Computer Troubleshooting, Cabling | Cisco 2811 router, Cisco 2960 and 3550 switches, basics in Cisco IOS 12.4, RIPv2, EIGRP, OSPF, network tools including Wireshark, and network cabling | Microsoft office, excel, power point, word, JAVA SCRIPT, HTML, (technical support systems) RAMP, SEIBEL, LOS, ORBITS, ICOMS, Clarify, DNA, Servicenow, Incident Management, SharePoint, Symantec Encryption site (PGP), RSA, Avaya phone system, Nortel phones system, Comet tracker, Active Directory, Outlook, BomGar (remote assistant), Cisco jabber, AKENI messenger, oracle instant service chat, Sharepoint

PROFESSIONAL EXPERIENCEH & R Block, Kansas City, MO 12/2014 to Present Tier 2 CSC Helpdesk

Provide technical support to internal employees and tax office personal by telephone, email and remote assistance

Analyze and troubleshoot software in different work systems on internal desktops and field laptops, cell phones, RSA Tokens

William E. Sanders, Jr. ~ [email protected]

Troubleshoot and update internal software, outlook, different messengers and cisco any connect(VPN)

Troubleshoot outlook, Avaya and Nortel phone systems and issues Respond to queries pertinent to package details, e-commerce solutions, email configu-

rations and search engine submission packages Create help desk documentation with step by step instructions on problem resolving

techniques Troubleshoot hardware and dispatch technicians utilizing Clarify and Dovetail to cre-

ate external tickets to dispatch field technicians ServiceNow to notate and create and escalate internal tickets Cross trained in dispatch, updating and multiple systems - completing and assisting

with tickets in system Incident Management reporting utilizing CareMC

General Dynamics Information Technology , Lawrence, KS 08/2013 to 04/2014Advance Resolution Center Specialist

Trained in Marketplace technical site issues, Tier II, escalations, and problem solving by being a go between HMS and CCO and beneficiaries.

Trained in Medicare consumer support and benefits explanation Inbound/outbound calls for Medicare and AFFORDABLE HEALTH CARE ACT

(OBAMACARE) technical issues and benefits Customer service

Tpw LLC Nationwide Investment Company, Kansas City, MO 01/2008 to PresentOwner

Used vehicle purchasing and sales Contract paperwork Purchasing vehicles Employee management Structure customer finance for in-house financing and through finance company Manage payroll, sales reporting and adhering to state qualifications

ExamOne, Lees Summit, MO 05/2008 to 08/2009Inspector

Inbound/Outbound call taking. Opened and completed orders for life insurance. Customer service Complete insurance forms and medical/financial questionnaire for applicants

Garmin, Olathe, KS 01/2007 to 11/2007Software Support Specialist

Provided technical customer support for Garmin’s consumer software applications and PC-enabled GPS products.


Provided support for Garmin’s USB and serial devices, installing and troubleshooting USB drivers and serial connectivity, including unit software updates.

Supported the installation, use and update processes of software applications such as MapSource, Training Center, nRoute, WebUpdater, MarineUpdater, gStart, and Flight Book.

Sprint (Contracted through Yoh), Lenexa, KS 03/2006 – 10/2006CNLP Provisioner

Ported telephone numbers from different ILECS and CLECS to the Sprint network. Opened and completed trouble tickets for any information that was incorrect didn’t

load. Interacted with different ILEC and CLEC representatives to solve issues and correct

accounts. Worked within a number of different systems to contact different companies and

lookup customer information

Time Warner Cable, Kansas City, MO 02/2004 – 01/2006 Technical Support Specialist/ Customer Service Representative

Provided help desk support to the external client network, troubleshooting equipment with different systems and software.

Assisted dispatched technicians by performing troubleshooting activities and testing systems to ensure service is repaired properly.

Advised customers of products and services that were available and set up orders in the system.

Assisted customers with issues concerning billing, general account information and placing orders.

Sent out equipment and dispatched technicians when needed.

AT&T, Kansas City, MO 07/2002 – 02/2004DSL Technical Representative/Escalation Specialist

Worked with technicians at the DSLAM (a network device). Worked with technicians to troubleshoot from at the CO and NID (Centrally located

phone box or customer personal box) Assisted customers with setting up DSL on home computers, networking, and other

aspects of DSL service. Provided technical support to correct problems with DSL service, and email issues. Worked with technicians setting up service at customers premise to resolve issues. Worked on the DMS100 and Digital Subscriber Loop where Fiber to the Curb

equipment was involved. Handled escalated calls from Tier 1technicians unable to resolve customer issues. Managed inbound and outbound calls to open and close trouble tickets with both

telephone and DSL services

EDUCATION AND TECHNICAL TRAINING


Centriq Training, Leawood, KS January 2014 to September 2014IT Network Administrator ProgramTechnical Competencies:

Installing, configuring, managing, and maintaining hardware. Windows Sever 2008 R2 and Windows 7 configuration. TCP/IP suite with an emphasis in subnetting and DHCP. Name Resolution in a domain and standalone environment; Emphasis DNS (FQDN) and WINS (NetBIOS). Active Directory structure and services; Objects and creation; Domain controllers; Trusts. Active Directory Group Policy; GPOs – settings, linking, and testing. Remote Tools; RRAS; VPN connections using tunneling protocols; RDC and port management. Fundamentals of installing, configuring and implementing security on Cisco 2960 and 3550 switches and

Cisco 2811 routers with the 12.4 IOS. Professional IT Project Experience (virtualized and non-virtualized

Designed a physical and logical Windows Server 2008 R2 domain structure for a new corporation.

Created objects using an executable file and command prompt. Used transitive trusts to establish resource sharing from file servers and group

nesting schemes. Planned an efficient IP scheme using static and dynamic IPv4 addressing. Implemented DHCP with fault tolerance using split scopes and relay agent. Configured a FQDN and NetBIOS name resolution strategy using DNS and WINS. Utilized zones, forwarding, and delegation to create an efficient DNS configuration. Produced a Group Policy scheme using GPOs that allows for efficient user and

computer management. Applied RAS to the structure to provide for VPN connections using PPTP and

L2TP/IPSec. Configured RDC using specific ports for remote server management. Communicated and presented project results in a professional environment.

Soft Skills Training: Business Communications for the IT Professional: Customer Service, Conflict

Resolution, Problem Solving, Teamwork,

ADDITIONAL EDUCATIONGrantham University, Kansas City, MO

Is Cyber Security BA expected 2016

Penn Valley Community College, Kansas City, MO 05/2001 – 12/2001Microsoft Technology Certificate

VOLUNTEER ACTIVITIESDella Lamb Saints Football Coach Volunteer Barber


william sanders resume it2

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