1. William Elkins
420 Ithaca Drive
Concord, NC 28025
H: 315-935-0262
E-mail: william.elkins@gmail.com
Professional Summary:
 Former United Sates Marine,InformationTechnology professional with over 11years of extensive,hands-oncomputer
technologyandsystems experience
 Possess provencustomer service andproblemsolvingskills, with strongverbal communicationandwrittenskills
 I enjoy multi-taskingandtakingon newandchallengingprojects andtasks
 I'm always willing to be a supportive and cooperativemember of theteam
 I take pride in my workwith a main focus on enduser satisfaction. This includes user education,as well as; timely, cost
effectiveandefficient resolutions
 I'm unhesitant when beingplacedin leadershiproles orwhen given extra responsibilities, witha primaryfocus on attention
to detail, initiative, andefficiency
 I enjoy learningand stayingcurrent ontechnologies
Education:
 1993 High School Graduate(Williamsville High school, Williamsville,IL)
Technical Summary:
- Microsoft Certified Professional (MCP)
- Microsoft Certified Desktop SupportTechnician (MCDST)
- CompTIA A+ CERTIFIED
- CompTIA NETWORK+ CERTIFIED
- IBM/LenovoAUTHORIZED WARRANTY REPAIR TECHNICIAN
- DELL WARRANTY PARTS DIRECTCERTIFICATION
- Currentlyworkingtowards MCITP/MCTS/MCSA70-680/70-685
 ProgrammingLanguages-HTML, XHTML,CSS, Java Script, DOSbatch files
 Software/Misc-Symantec Ghost 7.0, Vantive, VPN.,RAS/DUN, MSOffice Suite 97/2000/2003/2007/2010/2013/Office
365, Adobe Acrobat Reader 7-X, Internet Explorer5/6/7/8/9, Netscape,Intellisync forPalmPilots, MyAttachmate Extra,
View Now, Chameleon, Hummingbird, Telnet & TN3270Mainframe configuration, MSActive Directory,MSExchange
Admin., Veritas Netbackup, SCCM 2012(System Center Configuration Manager), MS-DOS, Timbuktu, PC Anywhere,
Remote Administrator,Windows Remote Desktop, SMS, McAfee Antivirus 8.0.,Symantec EndPoint Protection 10.x,11,
12, IBM Client Access, Numara Track-It,Cisco Call Manager,Symantec Endpoint Protection11.0,Malwarebytes Anti
Malware, HijackThis,SpyBot Search andDestroy
 Computer and systems security- Extensiveworkingknowledge with securing andpreventingunauthorizedcomputer
usage or “hacking” through thecreationanduse of local host file, as well as implementationof Local and Group Policy,
Windows Firewall settings on domains andlocal computers. This includes ensuringall computers andservers onthe
domain have all Windows Service Pack Updates,anti-virus definitions, JavaandAdobe updates, as well as other3rd
party
known softwarevulnerabilities. Vast knowledge andexperience withremoval ofcomputerviruses, spyware, adaware,
malware utilizingvarious anti-virus removal software andmanual removal fromWindows O/Sandregistry entries
 E-mail-OutlookExpress, MSOutlook 98/2000/2003/2007/2010, Lotus Notes 6
 Computer and systems hardware- DELL/IBM/LENOVO/COMPAQ/HP laptops anddesktop workstation computers,
NOKIA, IBM andNEC monitors, PS/2 andUSB keyboards/mice,PalmPilots, iPhone 4/5/6,Blackberryhandhelddevices.
Network andlocal printers (HP, Xerox, Lexmark,Canon),system boards, hard drives,NIC/Ethernet cards, analogand
wireless modems/Cisco routers
 SmartPhones/Tablets: Android, Blackberry, iPhone, iPad
 Network Infrastructure- Experienceresolvingmultiple LAN/WAN, ISDN,VPN,DUN, TCP/IP, WINS/DNS andCisco
VOIP problems
 Network Admin-Experiencewith domain user, computer accounts,distributionlists administration(Active Directory 6.1),
andnetwork share administration.Experience with SCCMandGroup policy (local machine andserver)
Windows2003/Windows 2008/2008R2 Server
 Operating systems- Windows 3.1,OS2 Warp, Windows 95/Windows 98/WindowsNT/Windows ME/Windows 2000/Mac
OS9,Windows XP/Windows Vista/Windows 7 Professional, Windows 7 Enterprise, Windows 8/8.1

2. Professional Experience:
Southernwine& Spirits, Upstate, NY- Liverpool, NY 6/07-6/15
IT Support Specialist
 Performvarious daily Information Technologyfunctions for multiple locations andendusers for Upstate, NY. This
includes the departments of: Customer Service, Purchasing,Marketing,Executive, Production Warehouse and Sales
teams.Locations are: Syracuse, Rochester, Buffalo, and Albany.
 Instrumental in transition from MS Office 2007/2010to MS Office365Cloud server.Including SCCM 2012
deploymentpushes tomachines on the network and migration and configuration of iPads, iPhones, and Droid
mobile devices
 Authorized IBM/LenovoRepairTechnician –Solely responsible forall personal computer laptop and desktop
hardware and software break-fixfor over 400 end users. This includes warrantyandout ofwarrantyhardware repairs
for Dell, Fujitsu, IBM, Lenovodesktops/laptops.Including, but not limitedto: replacing system boards, hard drives,
optical drives, broken or cracked LCD screens, keyboards,PSUs, fans,memory, andPCMCIA card slots and more.
 PerformIT maintenanceandtroubleshoot multiple basic tocomplex issues with a wide range of IT equipment and
warehouse production equipment.
 Receive approx. 100 end user trouble incidents per month relatingto hardware/software questions orproblems.Some of
which are just a matterof basic user education, others of which arecomplex hardware or software relatedproblems.
 Troubleshoot and responsible forresolvingproblems with: ProjectionScreen andAudio Videoequipment, SATO
printers,Zebraprinters, QC PocketPC hand scanners, Canon 7105 series invoice printers, multipleHP LaserJet
and DeskJet printers, Canon iRseries printers, DELL, IBM/Lenovo desktops and laptops, LUCASandCONTECH
productionservers onWin2003/Windows 2008/2008R2 Server, Active Directoryandprint servers.
 Responsible for on-goingproject involvingcomputer image/restore/update process.This includes Windows service
pack updates, Lenovohardware/firmware updates, andanti-virus definition updates to master images.Use of PXELAN
andUSB boot technology
 Minimize enduser downtimethrough restore andcreationof computer images using“Symantec GhostCastServer”
application, andSCCM (System Center Configuration Manager), as well as use of 3rd
party hardware diagnosticutilities
to determine root cause of hardware failures.
 Troubleshoot andresolveproblems with NEXTEL/MOTOROLA/ATT/Cingular/Sprint/Verizon Blackberry,Android
andiPhone 4/4s/5/5s/6smart phones, iPad/iPad mini
 Create MSExchange e-mail accounts, Distribution lists andWindows domain user accounts
 Troubleshoot andresolvenetworkconnectivity issues for LAN/WAN PC’s, laptops, servers, printers, andCiscoVOIP
7940/7960 phones.
 Monitor Warehouse Production/Distribution Windows 2003servers Contech andLucas systems, as well as ensure all
services andinventoryreports are runningcorrectlyandcheckingfor errors
 Largely responsible for enduser documentation/education,as well as IT department documentation/educationfor new
resolutions to complexissues to be usedas a general troubleshootingguide. Responsiblefor creating 85%or greater
knowledgebase articlecontent in our Syracuse department
 Performsoftwareupgrades/installs/patches andtroubleshootingof multiplePC’s andapplications such as AS/400
Neptune/Sapphire application,MS Office 2003/2007, MS Outlook 2003/2007/2010/2013/Office 365,MS Internet
Explorer 6.0/-11.0, Windows XP, Windows Vista, Windows 7 Professional, Windows 7 Enterprise, Windows 8/8.1
 TroubleshootLAN/WAN, VPN,DUN, TCP/IP, WINS/DNS and CiscoVOIP(Voice Over IP) problems
[Environment: Windows XP, Windows 7 Professional , Windows 7 Enterprise (32and64 bit)]
Liverpool High School-Liverpool, NY 2/06-6/07
Computer Repair Technician
 ReceivedIBMLenovoawardfor “Outstandingperformance”2nd
, 3rd
& 4th
quarter 2006.
 Generated over $40,000forLiverpool Central School District, for laptoprepairs in less than 10monthperiod
 Credited for resolving over 400hardwaresoftware repairs and resolutions, in less thana 10 monthperiod
 Credited for 86%of Technical Knowledge Base contentand publications for use in ITdepartment
 Authorized IBMRepair Technician for Liverpool Central Schools District
 Performhardware maintenance, diagnosis andrepairof IBM ThinkPadSeries: R32, R40, R51, R52, R60laptops ona daily
basis.

3.  Repair andreplace systemboards, harddrives, memory, keyboards, keyboardandLCD bezels, LCD screens,power supply
jacks, CPU fans, andvarious other computer parts coveredunder IBM warrantyandnon-warranty, ona daily basis
 Support XeroxWorkcentre Pro275: Removingpaperjams, print queue management,resolvingprinter errors, answering
how-to questions, resolvingor troubleshootingnetworkconnectivity problems, providingmaintenance(paper/toner
replacement).
 PerformBIOSsetup andmodificationon a daily basis
 Work w/ IBM PC Doctor, IBM Maintenance Disk,Symantec Ghost, andIBM PC Rescue utilityona daily basis
 Remove viruses, spywareandother malicious software orunauthorizedprograms
 Order hardware parts for replacement ofdamagedor defective parts, andfor replenishment of stock
[Environment: Windows XP]
Ajilon Consulting- Syracuse, NY 8/05-2/06
Help Desk Analyst
 Provide enduser support toAdvestMerrillLynchemployees nationwide in a fast pace business environment
 Take calls via phone andlogtheminto Lotus Notes database for call trackingpurposes
 Troubleshoot: Lotus Notes, MSOfficeXP,Windows XP, Printer problems,
 Laptop/Desktop hardware andnetworkconnectivityproblems
 Answer How-To questions as well as troubleshootingvarious softwareerrors.
 Resolve break-fixandhow-toquestions with webbasedandmainframe applicationcalledSmartStation.System linkedto
real time data onthe NewYork Stock Exchange.
 Merger with Merrill Lynchforcedour department toseek other employment opportunities as Merrill Lynchalready hadan
IT desk in place.
[Environment: Windows XP]
AT&T Inc. (formerly SBC)St. Louis, MO 9/01-6/05
Communications Specialist (IT Services Helpdesk)
 Providedend-user phone support in a fast paced, teamenvironment, for over140,000 former SBC employees nation wide;
as member of DesktopServices Helpdesk
 Consistentlyrecognizedfor myexcellence in customer service andfor mytechnical knowledge; includingpersonal letter
from formerSBC President Ohio,Connie Browning
 Wrote over100knowledge-base articles tobe usedby other IT andHelp Deskmembers as a troubleshootingguideline in
resolvingmultiple types of PC hardware/softwareproblems
 Receivedappx. 450-500calls a month personally; witha consistent 94% first call resolution rating
 Assistedusers with configuration ofandfile restores with Veritas Netbackup program as the Veritas SME (Subject Matter
Expert)
 Receivedmultiple simple tocomplexcalls that includedbut were not limitedto thefollowing: Networkpassword
resets/changes, LAN/WANconnectivity,ISDN, VPN or RASconnectivityproblems
 Evaluatedclient-server disk sharepermission errors andrequests
 Performedvarious software installs for newandexistingworkstation andlaptopbuilds
 Assistedusers with removal of Viruses andSpyWare/Adaware.
 Analyzedandresolvedvarious otherOperatingSystem errors or problems, includingPC software/hardware failures, errors
questions
 Analyzedandresolvedmultiple hardware issues with DELL, IBM, HP/COMPAQ laptops/desktopworkstations
 Analyzedandresolvednetworkprinter queue andserver problems; as well as HP andLexmark printingproblems
 Documentedall calls into Vantive call trackingdatabase system
[Environment: Win95/98,NT/2000/ XP