1. WILLIAM W. WAGNER
621 Keston Drive
Fairless Hills, PA 19030
e-mail- frater3@outlook.com
267-934-7928
PROFESSIONAL SUMMARY
Innovative IT professional with managerial and technical call center experience. I have also run project management
rollouts for Fortune 500 companies nationwide. Proven demonstrated initiative, creativity and success. Strong inter-
personal skills, and a solid history of working effectively in a team environment. My positive attitude and strong
work ethic will bring to your company a fresh new approach to whatever assignments I am given. Solid verbal &
written communication skills. Ability to interact professionally with diverse groups of executives as well as other
skilled professionals. Experience with monitoring & logging tools in support of an enterprise environment.
Demonstrable knowledge & hands-on implementation of industry best practices.Experience creating & maintaining
documentation for both compliance & systemadministration purposes.Strong sense of ownership - Self-starter -
Motivated team player. I have over 18 years in the IT and Customer Service fields. I am looking to expand my
horizons. Have technical writing experience, writing both professionaltechnical papers and manuals as well as
customer based instruction manuals and directorial articles. Have blog creation and writing experience as well as
website creation and design experience and administration. Social marketing and advertising experience are among
the many new skills I am developing.
As an aside, I am also looking for opportunities beyond the IT field where I can utilize my supervisory and
management capabilities. I am open to any opportunity where I can utilize my many skills to breathe new life into
the standard management approach.I believe I can help your company go into new directions and give the concept
of team work and employee success and satisfaction new life. I would explore any position no matter what the field
may be. All I ask is the chance to speakwith you and I believe you will have a better understanding.
CERTIFICATIONS: Windows 7 Desktop, A+, Novell CNA
PROFESSIONAL EXPERIENCE
Law School Admission Council Newtown, Pa November 2012-May 2015
Systems Analyst
Support of over 250 users.Desktop support,Network connectivity, peripheral support.Installation of all software
programs, configuration and set up of systems and user accounts for new employees. Support and resolution of all
user issues on the desktop level. Research and reporting of extended user issues from initial call to final resolution.
Reporting of issues and resolutions on the LSAC knowledge base. Support of MS office, Outlook, all specialized
applications including programs created for exclusive use of LSAC programmers and otherpersonnel.
Call Center activities;
Assist prospective law school candidates with issues regarding navigation of the LSAC Candidate website;
Sign up and registration, law schoolapplications, reporting of institutions attended,adding recommenders and
evaluators and requests for letters of recommendation and evaluations,sign up for the LSAT exam, all otherfacets
of candidate support and reporting.
Assist recommenders and evaluators in submitting letters of recommendation and evaluations for law school
candidates on the LSAC Recommender website. All other facets of assistance in a help desk setting.
Strong focus on attention to detail and superior customer service skills. Strong interpersonal skills. Dealing with
difficult callers and resolution of their issues to their satisfaction.I pride myself on my ability to assist anyone no
matter difficult the person may be and turning the call around to have them be calmer and satisfied with the
resolution of their issues.
Sabre Systems 09/07- 05/2012
Technical Support Desk Specialist

2. Provide Help Desk support for the Naval Supply Center, Philadelphia, PA.
I pride myself in the abilities and experience I have,especially in the customer service and communication fields.
Identifying multiple end user issues to access their needs,accuracy and relevance of information. Ability to resolve
many user issues to alleviate escalation of tickets. Strong Customer Service skills. Thorough and conscientious
attention to detail. Interface with members of Senior Staff and Managers. Immediate escalation of Senior Staff
issues to ensure timely resolution. Attention to detail, as well as excellent oral, written and communication skills.
Creation of Magic Service Desk tickets, route to the appropriate departments.
Twice received Top Branch employee award and spirit of J-6 Helpdesk award.
Sabre Employee Manager
Direct and coordinate operations for seven employees. Scheduling, mentoring, employee yearly reviews,
certification compliance, organizational integration, reporting, recordkeeping, metrics, and all other managerial
duties.Excellent leadership, management, oral/written communication, interpersonal, intuitive, and analysis skills.
Thrive in both independent and collaborative work environments. At ease in high stress,fast-paced environments
with emerging and multiple responsibilities.
Ajilon Consulting 5/05- 6/06
Technical Support Specialist
Desktop, Network and Printer support for the City of Philadelphia
Installation of operating systems,network connectivity, MS Office Suite, Lotus Notes, and customized software
Support of desktops for all network users (approximately 1000)
Installation, and support and repair for all printers in network Environment: HP Desktops,Compaq Desktops,
Windows XP systems, all standardized programs for City configuration, HP, Okidata, Digital and IBM printers
Mednet Healthcare Technologies 1/00 – 10/04
Technical Support Specialist/Project Manager
Managed multiple departments, and supported over150 users on a Windows 2000 network. Responsibilities
include: Coordination of pre-sales support of Cardiac Testing Programs including; Conference calling with
salespeople and clients to discuss configuration, network consultation,installation logistics, phone line connectivity,
training coordination, network connectivity, backups (Network and using Iomega backup), meetings with upper
management to discuss project facilitation, upgrades,new sales and support activities.
Use of MS Project to set project timelines. Arrangement of travel logistics, setup of shipping arrangements,
coordination of project logistics with clients and IT personnel.
Travel throughout the nation for installation and training of clients.
Dell Desktop and laptop configuration HP Printer installation and support.
Active Directory administration of users and computers. Network connectivity using TCP/IP, and DHCP.
Installation and support of MS Office 2000 Suite, MS Project, McAfee Virus Scan, and proprietary cardiac testing
programs (Cardiostation).
Installation and administration of MS Outlook. Imaging systems using Norton Ghost for desktop migration and
backup.
Internet userconfiguration and administration.
Administration of Verizon Phone system.
Remote support via PC Anywhere. Imaging systems using Norton Ghost for desktop migration

3. Technical writing for minimum requirements, extended warranties, program installation, upgrade migration and
training materials
Helpdesk level 1, 2, and 3 support for programs backups printing, etc.
Coordination and remote support of program migration, customizations and upgrades,and remote installation of
SQL patches.
Setup of VPN clients, and management of internet-based Phillips Zymed Holter testing programs.
Installation and configuration of Checkpoint Firewall-1, including discussion of requirements and HIPPA
regulations with clients and IT Personnel.
Administration of testing and reporting systems with our technicians.
dNet Systems 10/95 – 12/99
Systems Engineer
CHMC 3/93 - 10/95
Project Manager/Computer Technician