William R.

Experience

• 

  Kennedy Krieger Institute

  Jan 2006 - Jan 2010

  Information Systems Summer Intern

  • Provided technical support for institute owned PCs, Macs, printers, peripherals, and network issues across all Kennedy Krieger Institute locations. Imaged new machines, installed hardware and software, ensured tickets were handled in conformance with established SLAs.

• 

  Apple

  Dec 2011 - Feb 2015

  • Took server and MDM support calls from education and enterprise institutions.• Required excellent critical thinking, time management, performance under pressure, and clear documentation. Responsibilities included troubleshooting and repairing Apple's Enterprise line of software and hardware. • Supported products included OS X Server management of Open Directory (LDAPv3) accounts, Profile Manager MDM, Apple Configurator (Wired MDM), and Apple Server Hardware. Required knowledge of DNS, DHCP, VPN, NAT, SMTP, VNC, SMB, AFP, Apple Command Line (UNIX) to gather information and run repair operations given to the team by support engineers. • Supported Apple's enterprise deployment programs including the Volume Purchase Program (VPP), the Device Enrollment Program (DEP), and the Apple ID for Students under 13 program. Show less

  • Enterprise/Education Technical Advisor

    Mar 2014 - Feb 2015

  • Genius

    Dec 2011 - Mar 2014
• 

  Miles & Stockbridge P.C.

  Jul 2015 - Sept 2021

  • Subject Matter Expert and System Administrator for the firm’s RingCentral PaaS unified communications system. • Maintain RingCentral software application deployment, user extensions, phone numbers, call configurations, queues, and provide custom solutions across practices and departments to meet business needs.• Perform administrative tasks in Active Directory managing users, groups, computer accounts, as well as documenting, managing, and auditing GPOs to align with business standards.• Windows Server 2012 admin for Canon copier scan to desktop servers (Currently Papercut, previously eCopy) including management of load balanced CVision pdf compression servers. • Utilization of PowerShell scripting to remotely automate Windows server administrative tasks including restarting/modification of key server services, data retrieval from various log locations including Windows Event Log and application specific logs, as well as retrieving information on various network storage locations for auditing/troubleshooting purposes.• Troubleshoot, document, and communicate system issues/fixes using Jira-like ITSM tools (Currently Dataprise, previously ManageEngine ServiceDesk Plus, and Zoho)• System Admin for McAfee ePolicy Orchestrator managing firm’s PC laptop and desktop endpoint encryption, as well as USB/CD File and Removable Media Encryption working closely with Chief Security Officer to maintain ISO security certification.• Notable projects:o Facilitated set up of direct network line via ECX from our data center to local RingCentral data center to successfully resolve QoS issued upon deployment of RingCentral.o Transitioning all service and employee extensions to work remotely during the pandemic.o Enabling and enforcing SSO for all employee extensions using Okta with RingCentral.o Transitioning VoIP system from Cisco UCDM cloud system to RingCentral. Show less • Maintained PC and computer hardware deployment across all office locations, maintaining 400+ PC and laptop endpoints.• MobileIron administrator managing Apple and Android mobile devices in the firm’s BYOD environment. Use platform specific MDM profiles to enforce security policies, manage business apps, and connect user Exchange accounts to their mobile devices via ActiveSync. • Imaged, configured, tested, and deployed all firm PCs and Laptops with Windows 7 prior to end of life, and transitioned to Windows 10.• Provided hardware and application support via monitoring helpdesk ticketing system (ServiceDesk Now, Zoho, Dataprise) and took direct user support calls to document, track, troubleshoot, and resolve user issues.• Worked with vendor support when needed to troubleshoot, report software bugs, and submit feature requests.• Performed PC application installation through a combination of native installation via image, and app virtualization (Cloudpaging Viewer, Symantec SWS)• Management and troubleshooting of VMWare virtual desktop deployment including allocation of resources and VM pools users would access.• Administrator for Printer Installer server PrinterLogic, maintaining default printer settings for firm’s printer deployment.• Facilitated wireless access for guest clients and visitors using Secure Network Access Control systems (Currently ExtremeCloud IQ, previously Aruba ClearPass). • Notable projects:o Transitioning PC deployment from Windows 7 image at end of life to Windows 10 image.o Moving all mobile devices from outgoing MDM provider Good to MobileIron. Show less

  • Application Support Analyst

    Nov 2017 - Sept 2021

  • Support Specialist

    Jul 2015 - Nov 2017
• 

  CPower Energy

  Sept 2021 - now

  IT Infrastructure I

  • Systems Administrator for Hybrid Azure AD with On-Prem AD and Office 365, manage users, groups, OUs, licensing, group policy, mailboxes, distribution lists, and Teams across organization with global access to all Office 365 and Azure admin portals.• Manage PC deployment via SCCM and Intune for imaging, app installs, patching, updates, and running of scripts to automate processes via SCCM and Intune (CMD/PowerShell)• Manage fleet of laptops for remote workforce including VPN access (DirectAccess and Palo Alto GlobalProtect) to local network resources, and management of online file storage and backup via SharePoint and OneDrive.• SharePoint Administrator and Admin for local file sharing servers, manage permissions and access to document libraries and pages.• Documentation of processes and tracking of issues via ZenDesk ITSM and Internal IT Wiki.• Manage application licenses and cloud app access for O365, Sharefile, Smartsheet, Nitro PDF, SnagIt, etc.• Responsible for IT Infrastructural projects including:o Deployment of Lansweeper via SCCM for reporting purposes on vulnerabilites/patching, hardware, etc.o Patching application and Windows vulnerabilities using Lansweeper generated reports and SCCM to deploy scripts to uninstall and/or update applications automatically. o Configuring AudioCodes SBC with FXS/FXO analog gateway to convert externally provided high importance analog phone line termination to send to our Teams tenant via Direct Routing to allow remote use of the phone line. Involving extensive use of SIP logs and Wireshark to backwards engineer analog line setup working with AudioCodes and network engineers.o Large scale laptop refresh replacing 1/3 of our company’s remote laptop fleet using Lansweeper reports to determine eligibility, and imaging via SCCM.o Re-structure employee information listed in Active Directory, automated process by having HR provide a spreadsheet of names/titles and feed that into a PowerShell script to assign them. Show less