R

Richard Clyde Williams

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Illinois, United States

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Résumé

Jobs verified_user 0% verified
  • C
    Endpoint Engineer I
    CVS Oakstreet Health
    Apr 2024 - Current (2 years 7 months)
    Providing IT support for clinics throughout the country. Configuring and maintaining security policies and tools for endpoint devices (Crowdstrike, Zscaler, Okta, Ms Auth). Assisting with troubleshooting and support of endpoint related issues (Google Workspace, Slack, and Zoom, Ninja One). Collaborating with IT teams to integrate endpoint solutions that enhance productivity and user experience (Office 365 G-Suite). Supported Mac OS versions Sequoia and Sonoma. Used Jamf Composer to build images. Participated in the design and deployment of automation processes for endpoint management including software updates, patching, and systems engineering (MDT, Intune). Worked with ServiceNow, IAM and SLA.
  • Tricentis
    End User Support Analyst
    Tricentis
    Apr 2022 - Jun 2024 (2 years 3 months)
    Providing IT support Internal customers. Provided Office 365 support to user base 500 plus employees diagnosing and resolving hardware, software and network issues. MS Intune autopilot support of company devices. Ediscovery via Mimecast Admin, Azure AD administration. Installed, configured, and maintained operating systems (Windows 10, 11 MacOs) and software applications, ensuring optimal functionality. VPN config and support (Cisco, Zscaler). Delivered remote support using tools like (team viewer, Bomgar, remote desktop) for critical incidents and hardware replacements. MFA Okta and MS Authenticator, Asset Management of all devices. Collaborated with cross-functional teams to execute software upgrades, hardware rollouts and IT infrastructu
  • CDK Global
    Senior Desktop Support Analyst
    CDK Global
    Jan 2021 - Apr 2022 (1 year 4 months)
    Provided IT support to auto dealerships. Managed and prioritized tickets using Service Now to ensure prompt resolution and adherence to service level agreements. Office 365 troubleshooting and Support, Ms Intune autopilot support of company devices. Conducted user training sessions to enhance end-user knowledge and reduce recurring technical issues. Created and updated technical documentation and knowledge base articles for common issues and solutions.
  • Saint Anthony Hospital
    Senior Desktop Support Analyst
    Saint Anthony Hospital
    Mar 2020 - Jan 2021 (11 months)
    Provided IT support for Doctors and Nurses. Reimaging of Win 10 Devices: Created gold Win 10 images on various Dell devices using Sysprep and restored to multiple devices using Clone Zilla. Ran and edited multiple PowerShell scripts to install software, Win updates and drivers for devices. Encrypted, tested and administered Bit Locker using MBAM administration for recovery keys and TPM lockouts. Software Support: Office365 Support multiple application platforms including Office365, Lotus Notes, Adobe, Microsoft Teams, Carbon black, Splash top, Dell Sonic VPN, Citrix Store Front and Malwarebytes. Meeting Support: Assisted doctors with setting up conferences. Activities include usage of Zoom, Teams, WebEx, AV console to manage cameras and sec
  • Conagra Brands
    Campus Support Executive
    Conagra Brands
    Apr 2019 - Mar 2020 (1 year)
    Provide IT support to the business users of Conagra at their headquarters. Incident Management: Part of an L3 group working on incidents created by business users in Remedy. Ensured that Response time and Restoration time SLAs are met. Collaboration with multiple resolver groups to reduce ticket hops and overall time of resolution. Troubleshoot issues spread across Windows 10 OS, Lotus Notes, installation of applications through SCCM as well as Manual & hardware and VPN troubleshooting. Onboarding and Term Procedures (IT): Activities involved desk setups for new hires, imaged multiple models of Lenovo Laptops with Windows 10 OS image, shipped laptops and accessories for remote new hires, data recovery from the laptops of termed users and co
  • N
    Senior IT Administrator
    Northern Trust Bank
    Nov 2017 - Apr 2019 (1 year 6 months)
    Delivered and oversaw IT infrastructure support. Administered AirWatch MDM setup - together with the deployment of Android, iPhone, and iPad devices to all users. Managed device activation, deactivation, and data through the AirWatch Console. Delivered replacements for broken, lost, and stolen tools. Implement level 3 troubleshooting on both HP and Dell hardware devices - Diagnosed and repaired anti-virus issues. Extensive Blackberry operation and Microsoft Intune configuration. Examined and fixed Android and Apple machines. AD Support and Administration; added and removed machines, joined additional users to groups, and set up groups in OU'S. Reset passwords, unlocked accounts, and cleared out corrupted SIDs in AD. VPN and Citrix Support v
  • B
    Desktop Engineer / System Administrator
    Blue Cross and Blue Shield
    Aug 2016 - Nov 2017 (1 year 4 months)
    Provided C-Level desktop application support; troubleshoot PCs, peripherals, software, and other issues as well as completed equipment lifecycle tasks. Supported functions within IT and performed daily monitoring, desktop and printer security response, and on-call support as required. Ensured staff across Illinois, Montana, New Mexico, Oklahoma, and Texas had access to communication networks - provisioned Wi-Fi certificate set up and configuration on laptops and Blackberry set up and configuration. Oversaw all aspects of the AirWatch MDM setup - distributed Android, iPhone, and iPad devices to all users. Utilized the AirWatch Console to run device activation, deactivation, and data effectively. Supplied replacements for broken, lost, and st
  • Chicago Public Schools
    Senior Desktop Engineer / SCCM / System Administrator
    Chicago Public Schools
    Apr 2015 - Jul 2015 (4 months)
    Provided temporary, project-based support to meet a variety of end-user requirements. Created and implemented well-defined solutions aligned to the school board's IT strategy and needs, including networking, hardware/software services, problem documentation and resolution, and project management. Improved district-wide usability - upgraded systems across the school district, converted users from Windows XP to Windows 7 via SCCM utility. Provided ongoing user support - met standard SLAs, via phone, remote assistance, email, instant messaging, and in-person visits; configured/maintained computers, mobile devices, and peripherals; removed spyware and malware. Trained school technology coordinators - on the Dell Image Assist process to provide
  • BMO Harris Bank
    Senior Desktop Engineer / Windows 7 Deployment Lead / System Administrator
    BMO Harris Bank
    Feb 2014 - Mar 2015 (1 year 2 months)
    Provided C-level executive support - including set up, installed, configured, break-fix, moved, and added changes for all HP and Dell desktops and laptops. Accelerated migration of 10,000 users from Windows XP to Windows 7 - pre-loaded the endpoints for Windows 7 via SCCM and created PowerShell script to capture user data which sped up migration time by 2 hours per user. Ensured continuity of information - used USMT tool for data captures and restores on legacy and target machines. Set up user accounts, groups, policies, and permissions - used Active Directory. Maintained passwords, data integrity, and system security for the desktop environment via DPM. Ensured effective use of hardware resources - evaluated system configurations and softw
Education verified_user 0% verified
  • M
    Microsoft Certified Professional (MCP)
    Micro Train Technologies
    Mar 2015 - Jul 2015 (5 months)
  • M
    CompTIA A+ Certification
    Micro Train Technologies
    Feb 2015 - Jul 2015 (6 months)
  • M
    Microsoft Certified Systems Engineer (MCSE)
    Micro Train Technologies
    Jan 2015 - Jul 2015 (7 months)