Richard Williams has over 10 years of experience in IT infrastructure and end user support. He has skills in networking, virtualization, automation, disaster recovery and a focus on improving the end user experience. His most recent role was as a Senior Analyst at United Airlines providing third level support for flight operations applications and managing the NOC. He is seeking a challenging position to maximize his technical skills in multiple platforms and operating systems.

1. Richard Williams
773-885-3113
Richard_williams12@yahoo.com
INFRASTRUCTURE ENGINEER
Executive Summary: Having over 10 years of IT industry experience gives my technical abilities and insight that
surpass other IT professionals in my career field. End User experience based on customer service with knowledge
transfer and improved documentation of processes to improve the support experience is my highest priority as an IT
professional. Networking, Virtualization, automation and disaster recovery have been my skill focus while proving
superior technical support to improve the overall end user experience. I would like to obtain a challenging position
with a progressive organization in an effort to maximize the use of my technical skills and knowledge of multiple
platforms, software, hardware, network topologies and a specializing in the end user experience.
TECHNICAL
Operating Systems NovelServer3x/4x/5x, Windows 3x, 95, NT, ME, 2000, XP, Vista,Windows 7,Windows8,
Apple OSLion, SnowLeopard
Hardware Hewlett Packard,Compaq,Dell, IBM, Sony,Mac b book,Mac bookPro
Network Architecture and Topology: 10 base T, 100 base T, Ethernet, T1, VOIP, Cisco switches
2950 and 3550, WiFi, TCP/IP, DNS, DHCP
Software Microsoft Office 365, Windows Azure,SCCM 2012 R2, Zero Touch Installation, Office 2007, 2010,
2013 IE - Email: GroupWise 7 and 8, Lotus Notes, AirWatch, Trend Micro Data Armor, Microsoft
Forefront Endpoint protection
Anti Virus:Symantec,Trend Micro,Avg,McAfee,Norton,Malwarebytes, ,Mobile Iron
Utilities VERITAS Backup Exec, SMS 2003, Altiris, Dame Ware, MSI, Symantec Ghost, Netmeeting,
Remote Desktop, SCCM, Image X, Windows AIK, Active Sync, Desktop Manager
Other Call Tracking Systems:Heat,Remedy,Tivoli
PDAs: Blackberries,Windows Mobile phones,Androids,Iphones
Printers:HP,Lexmark, Canon,Xerox, Epson,Kodak
RELEVANT EXPERIENCE
United Airlines– Chicago, IL 10/2015 –
Present
Senior Analyst, Flight Operations & NOC Applications Support
 Providing 3rd level support to ensure availability of applicatons
 Creating batch files and running powershell commands automate processes
 BYOD setup and support of Iphones and Android devices
 Liason between users and network admins to resolve issues
 Provisioned and setup users for Office 365 and one drive busines for connectivity
 Managed and troubleshot Office 365 issues via Office 365 admin console
 Interfacing with application development to assist with deployments and incident resolutions
 Actively communicated with business users to advise themabout impact application availability
 accountable for all aspects of IT Service Delivery including incident, problem, and change management and
ensure adherence to these processes by their peers.

2. HP/Imanage– Chicago, IL 07/2015 – Present
Senior Desktop Engineer
 Reconfigured server racks and racked G5 and G6 severs in data center
 Meet standard SLA, via phone, remote assistance, email, instant messaging and in person visits
 BYOD setup and support
 Racked switches and routers and powered on
 Provisioned and setup users for Office 365 connectivity
 Managed and troubleshot Office 365 issues via Office 365 admin console
 Created images for HP zbooks and z600 with Clonezilla
 Imaged HP machine with Clonezilla zamba server via FTP and DHCP setup
 Created images for Mac book pros with Deploy Studio
 Imaged Mac book pros with osx Yosemite and Windows 8 for dual boot via disk utility and winclone
 Troubleshoot all hardware and software issues in Windows 8 environment
 Creating OU and users and setting up group policies via Active Directory
 Spyware/Malware removal
Chicago Public Schools – Chicago, IL 04/2015 – 07/2015
Senior Desktop Engineer/SCCM
 Converted users from xp to windows 7 via SCCM utility
 Meet standard SLA, via phone, remote assistance, email, instant messaging and in person visits
 Created reports, configured machines in collections, and configured USMT for user data
 Cleared machine policies on failed PXE machines via SCCM
 Trained school technology coordinators on the Dell image assist process
 Power washed and configured policies and wireless connectivity on all Chromebooks throughout the school
district
 Used Apple configurator to manage multiple mac devices (install apps, push updates,assign devices to students)
 Install, configure, break fix for Dells, Hp’s and Lenovo’s, desktops and laptops
 Used AirWatch to wipe iphone devices remotely
 Performed break fix on all pc’s, mobile devices and peripherals
 Creating OU and users and setting up group policies via Active Directory
 Spyware/Malware removal

3. BMO Harris Bank – Chicago, IL 02/2014 – 03/2015
Senior Desktop Engineer/Windows 7 Deployment lead
 Created SCCM 2012 R2 OSD plan for ZTI of Windows 7/Windows 8
 BYOD setup and support
 Deployed ADFS for single sign on, active directory synch,dir synch from active directory to Office 365
Monitored SCCM dashboard for success task completion and failed processes
 Restored failed SCCM client, wmi and various desktop processes via remote desktop
 Used USMT tool for data captures and restores on legacy and target machines
 Created wim file via Windows installation kit
 SCCM 2012 R2 task sequencing, pxe log tracing, adding resources,scheduling packages updating memberships
 Install, configure, break fix, move, add changes with all hp and Dell desktops and laptops
 Active directory administration (created users, groups, OU’s, permissions, group policies)
 Monitored and supported mobile devices via Mobile Iron and BES.
 Maintain passwords, data integrity, and systemsecurity for the desktop environment via DPM
 Integration of System Center 2012 R2 components, and troubleshoot printers and other peripherals...
 SCCM 2012 R2reporting configuration Evaluate system configurations and software to ensure effective use of
hardware resources
ACHE – Chicago, IL 02/2014 – 5/2014
Senior Desktop Engineer
 Served as a tier II escalation point for hardware/software issued in mixed environment Windows 7/Windows
 Deployed ADFS for single sign on, active directory synch,dir synch from active directory to Office 365
 Monitored SCCM dashboard for success task completion and failed processes
 Restored failed SCCM client, wmi and various desktop processes via remote desktop
 SCCM deployment, task sequencing, pxe log tracing, adding resources, scheduling packages and updating
memberships
 Install, configure, break fix, move, add changes with all hp and Dell desktops and laptops
 Active directory administration (created users, groups, OU’s, permissions, group policies)
 MS Office 2010, 2013 install, config and troubleshooting on desktop and server level via Exchange
 Managed, monitored and supported mobile devices via Mobile Iron and BES.
 Maintain passwords, data integrity, and systemsecurity for the desktop environment via DPM
 Configured user profiles and performed data migrations
 Install, configure, and troubleshoot printers and other peripherals.
 Perform preventative maintenance, testing, and repair of computer hardware.
 Evaluate systemconfigurations and software to ensure effective use of hardware resources

4. EKI – Chicago, IL 05/2013 – 01/2014
Senior Desktop Engineer
Responsible for upgrading users from Windows XP to Windows 7 migration as well as an Office 365 migration on
approx. 1,000 machines throughout the company.
 Deployed ADFS for single sign on, active directory synch,dir synch from active directory to Office 365
 SCCM deployment, task sequencing, pxe log tracing, adding resources, scheduling packages and updating
memberships
 Install / Setup / Provision of new mobile devices (Apple, Android, Blackberries, Windows Phone)
 Resolve systemissues including coordination between users and other IT personnel.
 Escalate complex issues to senior level support specialists.
 Maintain passwords, data integrity, and systemsecurity for the desktop environment.
 Simulate or recreate user issues to better understand and resolve reported problems.
 Install, configure, and troubleshoot computers, printers and other peripherals.
 Perform preventative maintenance, testing, and repair of computer hardware.
 Evaluate systemconfigurations and software to ensure effective use of hardware resources
Jones Lang Lasalle – Chicago, IL 08/2012 – 05/2013
Senior Desktop Engineer
 Responsible for upgrading users from Windows XP to Windows 7 migration as well as an Office 365 migration
on approx. 15,000 machines throughout the company. Imaged laptops and desktops (IBM, Lenovo's T420's and
T430's, Dell 6410's 6400's and 6420's) via Ghost. Managed,monitored and supported mobile devices via MDM
and BES.
 SCCM deployment, task sequencing, pxe log tracing, adding resources, scheduling packages and updating
memberships
 Added users machines to the domain via active directory, configured us er's profiles, performed data transfers,
installed software and used IBM web reports to track user's software and hardware. Updated spreadsheet with
user's info (old vs. machine name, etc.). Troubleshoot Outlook, Windows 7, VPN, hardware/software issues
pertaining to the Office 365
 Manage network and systemperformance and reliability. Analyze and tune systemperformance to identify trends
and maintain internal LAN (Ethernet, TCP/IP, and Windows networking). Create new users and groups for
domain access/rights for FTP site and VPN capability.

5.  Troubleshoot and repair end-to-end servers, networks, applications, and Windows Operating system issues.
Reviewed, analyzed, and evaluated end user IT equipment, providing technical direction to users and
recommendations on improved utilization.
Accenture – Chicago, IL 4/2012 – 8/2012
Senior Desktop Engineer
 Served as a Tier III escalation point to the Help Desk, upgrading users from Windows XP to Windows 7 via PXE
boot/server (Managed PC Windows 7=MPC). Use RoboCopy to copy over user’s data when the capture script
fails. Image new laptop with base build image using PXE boot/serverand when required creating the user’s profile
utilizing a new user profile script, which automates the process.
 Responsible for using ERD Commander to retrieve user data when having issues accessing the hard drive.
Recover Bit Locker password by using the 48 character recovery key. Upgrade users (In-Place Upgrade) via
external hard drive utilizing the same MPCWin7 image process.
 Update FlexNet Management Platform reflecting any changes to user’s or in-stock hardware for asset
management purposes. Use Remedy ticketing systemto document work progress and resolution. Reset, unlock
and check user’s Active Directory account. Use Dell’s Zero Warranty Repair or Retire Process tool/website to
determine if the laptop is worth fixing or retiring. Download and install userrequired applications. Troubleshoot
and educate users on application and outlook issues (PST. NK2 and OST).
 Remove Malware/Spyware and Virus using Malware Bytes, Spybot, Microsoft Forefront End Point Protection,
Hi-Jack this and Hitman Pro. Address corrupted registry issue using CCleaner Address Driver issues (corrupted)
by uninstalling the driver and updating it.
Enova Financial – Chicago, IL 10/2011 – 03/2012
Senior Desktop Engineer
 Responsible for migrating approximately 400 useraccounts fromOutlook to Corporate Gmail including Desktop,
Laptop, Blackberry and iPhones. Configured Active Sync for Google Apps on Android and I-Phone devices.
Reactivate Blackberry devices for Enova Financial Blackberry Enterprise Server. Provided support relating to the
setup and deployment of Personal Computers (PCs), Printers, mobile devices (Cell Phones,Blackberries) within
a networked office environment.
 Configured AppleMail and iCal to sync to Google Apps.Assisted with configuration of other IMAP/iCal clients
including the installation of Google Sync for Outlook. Assisted in diagnosis and help request tracking tools, as
well as in-person, hands-on help at the desktop level. Contributed to exceeding local Service Level Agreements
(SLAs) in area of responsibility. Tracked and monitored problems until resolved or closed in a timely fashion.
Assisted in complex end-users conversion and support problems during migration and system enhancement
projects.
 Maintained a high- level of expertise in client-based software applications. Worked with vendorsupport contacts
to resolve technical problems with desktop computing equipment and software. Ensure desktop computers

6. interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers,
computer conferencing systems, application servers and administrative systems.
Nuveen Investments, Inc. – Chicago, IL 3/2011 – 10/2011
Desktop Support Technician
 Performed a complete rollout of Windows 7 and Office 2010, conducted application and image testing and
continuously updated user information in SharePoint. Provide end user support on a variety of issues related to
desktop computers, applications, and related equipment. Support, install and test computer systems and
peripherals as per established standards and guidelines. Interact with application software and operating systems
to identify, research, and resolve unique, non-recurring problems.
 Assist staff with installation, configuration, and ongoing usability of desktop computers, peripheral equipment
and software within established standards and guidelines.Work with vendor support contacts to resolve technical
problems with desktop computing equipment and software. Determine and resolve problems with IT staff, ensure
desktop computers interconnect seamlessly with diverse systems including file servers,e-mail servers, computer
conferencing systems, application servers, and administrative systems.
 Train and orient clients on use of hardware and software as needed. Recommend and/or perform upgrades on
systems to improve performance. Help IT staff to determine specifications for hardware purchases. Assist with
procurement staff to purchase hardware and software. Works with vendor support contacts to resolve technical
problems with desktop computing equipment and software while maintaining client hardware/software records.
Comcast Sports Net – Chicago, IL 11/2010 – 2/2011
Desktop Support Technician
 Implemented Outlook/Exchange migration from 2003 to 2007/2010. Performed on-site analysis, diagnosis and
resolution of complex issues for end users. Maintained all Blackberry handheld devices. Installed, configured,
tested, maintained, monitored and troubleshot workstations, related hardware and software to meet delivered
required desktop service levels. Joined workstations to the domain, installed and configured NVIDIA video cards.
 Supported and evaluated popular applications used by Mac and PC environments. Developed the most efficient
and cost-effective solutions to all departments served. Evaluated current systems, specifications and users for
existing business requirement and goals. Prepared and installed computers, software and server solutions as
required.

7.  Worked closely with management to prioritize and balance business goals with information systemrequirements
and resources.Aided network users in daily computer software and hardware needs. Supported current wireless
environment, troubleshoot and repair advanced Ethernet, fiber networks and systems including corporate LANs,
high-speed routers, file-shares, blackberries, laptops, desktops, etc.
Sargent & Lundy – Chicago, IL 4/2010 –11/2010
Engineering Technician
 Responsible for building and deploying Windows XP and 7 desktop images via Zen works for new employees.
Fulfilled move/add/change tickets via heat in call center environment. Set up and migrated outlook profiles from
2003 to 2007. Provided application support for Adobe, Lotus Notes, Microsoft Office 07 and 3rd level desktop
support for all company hardware and software issues. Installed and maintained local and network printers.
 Provided 1st line technical support; answering support queries via phone,email and fax. Maintained a high degree
of customer service for all support queries and adhere to all service management principles. Took ownership of
userproblems and remained proactive when dealing with userissues.Logged all calls on the call logging system.
Responded to inquiries from clients and help resolve hardware or software problems.
 Maintained a log of any software or hardware problems detected. Supported users in the use of computer
equipment by providing necessary training and advice. Arranged for external technical support where problems
cannot be resolved in house. Granted password reset using Active Directory, RAS, Citrix-MetaFrame, Secure-
ID, including installation, configuration and support.
Chase Bank – Chicago, IL 10/2009 – 4/2010
Desktop Analyst
 Performed break-fix duties on Lenovo laptops, Dell and HP Desktops at all branch locations. Maintained all
Blackberry handheld devices. Installed ups,switches, g6 and g3 servers including mass deployment of hardware
images via Symantec Ghost Technology. Provided application support for Office 03 and Office 07. Configured
user PC’s to access server based business applications.
 Answered all Help Desk telephone calls, created service requests for each ticket, responded to 1st level support
calls while helping to triage and delegated higher level support calls. Assisted customers in resolving complex
technical problems by providing guidance regarding software and hardware problems. Resolved and/or referred
highly complex technical problems as appropriate.
 Followed up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon
time frame. Logged and tracked inquiries using a problem management database and maintained history records
and related problem documentation. Identified, evaluated, and prioritized customer problems and complaints to

8. ensure that inquiries are successfully resolved. Analyzed and evaluated inquiry/problem reports and make
recommendations to reduce help desk call rates.
UBS – Chicago, IL 2/2009 – 10/2010
Desktop Analyst
 Managed set up and installation of new desktop/ laptop equipment for new employees. Documented and updated
installation, configuration, deployment and maintenance procedures. Installed and configured local and network
Lexmark and Hp printers (allin one multifunction,etc.).Provided end-users with training and instructions on the use of
PC’s and related equipment. Setup up client outlook 2003 profiles and synchronization on all blackberry handheld
devices.
 Developed centralized, efficient methods for managing end user systems to minimize downtime and hands on
visits to workstations, including Microsoft System Operations Center. Applied business/technical support
concepts to perform Tier 3 (highest-level) technical support. Supported the review of systemarchitecture and
recommended improvements to service delivery. Analyzed systemarchitecture, planning and implementing more
efficient and effective client device management practices.
 Accurately managed IT asset inventory and software licensing compliance. Performed hardware repair and
maintenance. Identified and addressed complex usability problems. Assisted in the preparation of department
budgets and business plans involving purchasing new services, hardware, software, and other IT supplies.
Managed various user accounts such as Windows domain, email, CRM, and calendar, ensuring that the
appropriate levels of security are maintained while enabling users to complete their work effectively.
State of Illinois – Chicago, IL 1/2008 – 1/2009
Desktop Technician Specialist
 Perform testing of all applications in a client/server environment, coordinate servers, create daily backup tapes,
and set up security policies for the domain. Install and conduct maintenance of Microsoft Exchange 2000/2003
Server, SMTP Security, spam and antivirus GFI software for mail servers (i.e. E-mail administration and
Microsoft Exchange).
 Responsible for data preservation for existing machines while building PCs and Laptops utilizing Symantec
Ghost. Create naming conventions and add new workstations to the domain deleting the old workstations from
the OU in Active Directory.

9.  Generate status reports to management, installation teams and users indicating progress.Troubleshoot and repair
end-to-end servers, networks, applications, and Windows Operating system issues. Create new NT users and
groups for domain access/rights for FTP site and VPN capability.
 Manage network and systemperformance and reliability. Analyze and tune systemperformance to identify trends
and maintain internal LAN (Ethernet, TCP/IP, and Windows 2000/2003 networking).
McKinsey & Company – Chicago, IL 8/2007 – 1/2008
Desktop Technician Specialist
 Responsible fortroubleshooting localand networkprinterissues (jet directcards,MIOerrors,etc.).Conducted breakfix
and move add changesfordesktopsand laptops.Installed andconfigured 500+Avaya IPphones,blackberries,Verizon
Wireless cardsaswellas proprietarysoftware.Exchangedrollout and setupofoutlookprofiles and synchronizationwith
blackberry handheld devices.
 Managed projects and applied business/technical support concepts to analyze application problems and resolve
complex issues that may have strategic impact. Ensured all end user systems have up-to-date anti-malware
protection. Created, analyzed, summarized and monitored usage reports.
 Gathered, reviewed, categorized and oversaw ticket assignments for technical support, insuring referral to
appropriate level of services. Implemented methodologies to improve first call resolution, managing customer
perceptions, and building strong internal relationships.
 Analyzed help desk performance through various statistical and reporting methods and implementing changes
necessary to improve. Escalated and assigned work appropriately. Ensured software updates were tested and
applied in a timely fashion.
North Western Medical Hospital McKinsey & Company – Chicago, IL 1/2007 – 7/2007
Desktop Analyst
 Migrated users over to new domain via Quest migratory tool. Configured ports for Cisco switch 3550 and patch them
over fromCisco switch 2950. Experienced with backups and imaging on hard drives utilizing Altiris. Responsible for
troubleshooting all newly refreshed machines (email, network connections, applications, etc.) Recommended and
implemented corrective solutions to ensure quick and accurate service delivery systems.
 Identified computer hardware, software and telecommunications malfunctions. Resolved issues ensuring
data/systemintegrity.Analyzed problems (both technical and operational) and dispatches IT Services staffand/or
vendor representatives to resolve problems. Assisted in capacity planning and acquisition of personal computers
and other equipment. Analyzed, designed, developed, tested and implemented personal computers, servers, and
other equipment for data and voice networks.

10.  Maintained and updated related database(s).Worked with staff on customized application development projects
and contacted independent vendors. Configured and customized complex applications based on user needs.
Coordinated user acceptance activities.
 Managed client and server devices in a Microsoft Windows domain, utilizing MS Active Directory, MS Group
Policy, MS File Services and MS Print Services. Applied industry best practices (e.g., PCI, NIST, SANS, and
CIS) for securing client devices, including group policies, certificates, client firewall configuration and anti-
malware applications.
XL Global Insurance – Chicago, IL 8/2006 – 1/2007
Desktop Analyst
 Conducted migration fromLotus Notes to Microsoft Exchange 2003. Assisted with the daylight savings time patch on
all blackberries. Responsible for troubleshooting PC’s and laptops with the remote desktop utility. Conducted critical
hardware and software updatesusing windows updates on allmachines.Configured Cisco IPphones via the CiscoCall
Manager Utility. Reviewed, responded to and maintained ticket queues in a BMC Remedy ticketing system.
 Maintain and consistently demonstrated a general knowledge of company guidelines, processes, practices, and
procedures. Identified, troubleshot and resolve first and second level issues concerning network systems.
Performed routine configuration, installation, and upgrading of network software and/or hardware. Provided
assistance to the Network Analysts in the design and coordination of network upgrades. Performed day -to-day
planning in support of resolving production problems.
 Provided training support to data center operations, Help Desk and users on basic first-level problem resolution
procedures. Through telephone contact, resolved user network problems and received user requests for
implementation of basic network moves, additions,and changes.Resolved vendor related network problems and
discuss basic changesto vendorservices.Performed network monitoring and regularly scheduled testing to ensure
maximum operational efficiency and availability of networks.
FOX Migration Technician – Chicago, IL 11/2005 – 8/2006
Migration Technician
 Recorded bandwidthlevelsforall connectivity issues on laptops and desktops usingnetworksniffer.Migrated all users
from NovelGroupWise to Microsoft Exchange 2003via Quest GroupWise Migratortoolforexchange.Diagnosedand
corrected PCrelated equipment (defective drives,reloadingdrivers,etc.).Responsible forjoining allworkstationstothe
domain.Collaborated with internaland externaltechnicians to ensure efficientoperations ofthe company workstations
and server environment.
 Managed the deployment of a significant number of desktops/laptops using industry standard tools,like Symantec
Ghost, MS Systems Center Operation. Minimized trouble calls, security risks, and in-person visits to

11. workstations. Provided technical support and guidance through Tier 2 support and works with vendors to resolve
Tier 3 issues. Configured, installed, monitored and maintained user's desktop software and hardware as well as
supporting mobile workforce.
 Provided consultation to users on all aspects of end-user computing and desktop-based LAN systems software.
Maintained and documented desktop application packages, participated in the testing and evaluation of new
desktop packages. Responded to user and technical problems providing support as needed. Tro ubleshot and
performed minor repairs on desktop computing equipment. Reviewed, analyzed, and evaluated end user IT
equipment, providing technical direction to users and recommendations on improved utilization.
EDUCATION
Micro Train Technologies – Chicago, IL
Certifications
 A+
 MCP
 Microsoft Certified Systems Engineering