WILLIAM C. GOLDSWORTHY1016 Alcyon Drive Bellmawr, NJ 08031 (856) 993-3333 wgoldy8@verizon.net

Help Desk Analyst Persistent – Patient – Problem Solving – People Serving – Perfectionist

Specializing in Desktop and Software Support

KEY SKILLSTroubleshooting / Diagnostics / Maintenance of Printers (Network and Desktop), Lexmark, HP

Install, configure, software and hardware, Windows, applications, IRS ApplicationsNetworking home and office

TECHNICAL SKILLS

Operating Systems: Windows XP / Vista / 7 / Linux Ubuntu 9.10 / DCS Warehouse Management / SAP Warehouse Management Software: Microsoft Office 2007 / 2010, IRAP, ERAP, IRS Software, KISAM Ticket System, PCAnywhereMalware Security: Symantec / McAfee / Windows Defender Networking: TCP/IP / DNS / DHCP

EXPERIENCE

Internal Revenue Service - Philadelphia, PA July 2011 – June 2015IT Computer Specialist (Contractor) (04/2015 – 06/2015) Web chat Help Desk Project Project:Responsible for Web chat Service Desk Support Startup for select groups of IRS employees for testing this new functionality and delivery of services. Web chat Services included: information, Software installations for items such as IE11, Anyconnect, and SecureCRT/FX. Additionally supported: Mapping to shared drives, Updating Symantec Antivirus definitions, printer issues, backing up data, Outlook issues, Live Meeting issues, Canon Copier Multi-Function, Device, webcam, Password Reset instructions and Softphone issues.

My goal was to make this new trial as user friendly as possible. Whenever I had employees on a Chat I would see if I could assist them with any other issues. This eliminated future calls or chats and converted these change resistance employees on to the new platform.

Inventory Project (03/2015 – 04/2015) Wipe Computers for Depot Return & Inventory Project consisting of inventorying all IT assets on campus in building of over 4,000 employees).

Windows 7 Pre / Post Deployment Project (06/2013 – 03/2015)Pre / Post Windows 7 Assignments, Contact End Users, Set up Appointments for Pre and Migrations, Remote to User Old and New Computers prepare for Migration, Assist with backup of Windows XP, IRS Software, Troubleshoot.

Refresh Desktops and Laptops Project (07/2011 – 06/2013) Work Deskside Support Tickets, IRAP Tech, VITA Laptops, Troubleshoot and repair IRS Computers / Printers

WILLIAM C. GOLDSWORTHY1016 Alcyon Drive Bellmawr, NJ 08031 (856) 993-3333 wgoldy8@verizon.net

APEX SYSTEMS (UNISYS/DELL) - Blue Bell, PA 2010 – 2011Break/Fix Support, Dell Hardware Field Technician(Contractor), Receive call schedule, Pickup parts, setup appointments, troubleshoot and replace parts at customer site in Tri-State area.

Clients computer crashed a day before college finals. Needed information on laptop that we did not have the parts to fix. Went above and beyond to offer solutions and provided recommendations to ensure this did not happen again.

TECH DATA CORP - Swedesboro, NJ 1998 – 2009 Receiving Proactive Team Member in successful software conversion from DCS Warehouse Management to SAP Warehouse Management Software Unload trucks, sign purchase orders, break down pallets, receive into computer inventory, assist put away and assist shipping when needed.Inventory warehouse

CERTIFICATIONS

Microsoft Certified Professional (MCP)Microsoft Certified Technical Specialist (MCTS) / Microsoft Windows Vista Configuration (MCSTS)Microsoft Office Specialist (MOS) for Office Word 2007Comptia A+Comptia Network+Dell (DCSE) – Foundation 2010 Desktops / Foundations 2010 Portables / OnSite Troubleshooting / Customer Handling Skills / Portables-Inspirion 1090 / Portables- XPS L401x/14,15,17 / Desktops-Inspiron One 2305/2310 / Portables- Inspiron M301Z,N301Z

EDUCATIONNetwork Learning Institute - Mount Laurel, NJ

Certificates of Completion - 2010

Comptia A+, Comptia Network+, and Microsoft Certified Professional

InternshipAuditing school PC’s, troubleshooting, repairing