William Staples

Experience

• 

  Erol's Internet

  May 1995 - May 1996

  Tier 2 Technician

  Responsible for training new technicians, duties including the writing of training manuals, training reports, and employee evaluations. Supported a variety fo OS's, using Trumpet Winsock, Eudora Light, Eudora, and web browsers. Prepared reports to manager for sales, technical documentations concerning problem criteria and sollutions to these. Hardware support for connectivity issues. Installations of network devices and memorty, and in-home installation of ISP services.

• 

  Tidalwave.net

  May 1996 - Mar 1998

  Technical Support Manager

  Managed and trained a team of 6+ support technicans, while performing troubleshooting issues with platform based software and clients ranging from windows to linux machines. Second tier support for customer support issues, revolving around connectivity and network based resolutions. Built and maintained a large NT based server environment, including the details of OS installation and patching, trouble shooting, user account management, performance monitoring, and security configuration. Built and maintained a Linux environment specifically for visually impaired customers, details of which included OS installation and patching, user account management, performance monitoring and security configuration. Show less

• 

  Enews.com

  Mar 1998 - Feb 2001

  NOC Manager

  Managed and trained a team of 8+ technicians. Performed network, systems and websitemonitoring on a 365x24 environment. Managed and maintained schedule. Responsible for performing employee evaluations. Prepared reports to Director of System Engineering and Vice-President of Systems, including system statistics, and alarm statistics as well as downtime recovery statistics.Troubleshooting of network connectivity and downtime problems. Escalation of alarms to Senior engineers and performed full life-cycle on all tickets opened. Show less

• 

  Qwest Cyber Solutions

  Mar 2001 - Mar 2002

  System Administrator

  Maintained servers for customers on an administrative level.Handled emergency situations on both a software and hardware level for Solaris, HP-UX and Windows based systems.Ensured backups ran in a timely fashion as well as completed fully.

• 

  Rackspace Hosting

  Feb 2003 - Feb 2004

  Server Build Technician

  Built servers for customers from basic white box setups, to complex setups including scsi setupsResponsible for troubleshooting issues that may have occured and informing the support team so they could schedule downtime with the customerManaged a team of three techniciansWorked closely with support in trouble shooting issues, in order to ensure that the customer would see as little downtime as possibleBuilt 20-30% of the server orders that we received per monthInvolved in the build out of the data center and pulling out old cables as well as installing the new ones after we assumed control from Williams Communications. Show less

• 

  Disys

  Sept 2004 - Feb 2006

  Helpdesk Technician

  Operated as a project manager for the upgrade of the State of Maryland Judiciary Information Systems. Duties included bringing the contract back up to speed after some oversights allowed it to fall behind, driving long distances, working with the JIS staff to improve the installs, and the images, and ensuring each new PC recieved the programs that the user needed to complete his or her job. Imaged, repaired, and replaced any poorly performing, or malfunctioning machines for users in the headquarters, and at remote sites Answered trouble tickets and walk in problems for users in the headquarters, as well as phone support and office support for remote users Was responsible for the finding, and removal of malicious software on all user machines Built servers for, and shipped servers to, customers when ordered Provided onsite repairs to customers when requested in the Northern Virginia area Provided a 4 hour turn around time for new customers for the company’s proprietary software, My Mobile Workforce Provided phone support for My Mobile Workforce Responsible for the locating and inventorying of all software when hired Responsible for keeping the running inventory on all hardware belonging to Disys Responsible for the roll out of a total end-user upgrade for the Maryland Circuit and District Court system in the Baltimore area which included over 300 machines Show less

• 

  TANDBERG

  Feb 2006 - Feb 2007

  Technical Support Engineer

  Provide support for a wide variety of video conferencing hardware from WAVE I, WAVE II, and Sony cameras to individual codecs and large video conferencing setups with pressure plates Provide support for audio hardware and software Provide support for, and troubleshoot ISDN issues, as well as network issues resulting from improper ports being open on the firewalls Operated in a backup administrator role for the database that contains user information for all technical support tickets Provide support for hot issues which included repeat issues, upset customers, and large customers. Point of contact for a large medical company for upgrading and troubleshooting issues with connectivity, as well possible network issues that the customer may need to look at resolving. Show less

• 

  Cyxtera

  Feb 2007 - Aug 2018

  IT Operations Technician 2

  Maintained multiple customer tenant based infrastructures within a data center environment.Provided on call and Tier III support for all hardware, software and operating system outages and planned maintenance windows.Monitored and provided reports to seniors on environmental aspects of datacenter to include facility management and tenant based resources.Worked in coordination with multiple team members to repair and isolate crisis responses to inoperable systems.Responsible to train and groom new employees at remote locations to provide business processes and standard operating procedures to meet business needs and mission.Technical liaison for customers providing local and remote support.Monitored a ticketing queue that received tickets on various levels of importance in order to maintain a specific SLA based on negotiated customer satisfaction.Performed build outs for customers that provided end to end life cycle management. Show less

• 

  DAn Solutions, Inc.

  Aug 2018 - now

  System Engineer 3