Douglas H WilkieLinkedIn256 Bartlett DriveMickleton NJ, 08056 |DouglasWilkie79@gmail.com| (856)-912-0463

Statement: Self-motivated and goal-oriented professional with an extensive background in the Information Technology field with 13+ years of experience. Possess excellent leadership and implementation skills at multiple organizational levels. Ability to thoroughly research and analyze situations, proposes creative solutions, and brings projects to completion within time constraints.

Education: Strayer University, Philadelphia, PA. Bachelor of Science in Information Systems Major Information Security - 2013

Certifications: CompTIA A+ Essentials (2007 Edition) 220-601CompTIA A+ IT Technician (2007 Edition) 220-602

Professional Experience:

Alphanumeric Systems Inc Philadelphia, PAComputer contractor for GlaxoSmithKline 2013 to Present Assist with the implementation of the IT Help Lounge concept for end-user support purpose to help

with their IT issues at their convenience. Attend weekly communication meetings with the service providers to offer insight of any issues that

have risen over the past week. Also provide suggestions for process improvements. Example includes cascading equipment to new hires instead of purchasing new equipment. This resulted in raising awareness on possible service improvements within other departments.

Interface with management on a daily basis and customer first focused. Users are free to walk up to the help lounge or contact directly by instant message, email or phone with issues or concerns regarding computer and technical support. This helps strengthen the IT division and provides end-user satisfaction.

Multitask between projects in order to be able to provide the customer with proper time expectation.

Assist with executive management on any technical issue and will thoroughly answer any question or concern that they may have. If a request is out of scope, will research and route to the appropriate channels for an answer.

CompuCom Systems, Inc. Philadelphia, PA Computer Contractor for GlaxoSmithKline 2009 to 2013 Assisted with end-user’s hardware and software issues onsite. Also remotely fixed user’s issues with

company tools such as remote desktop connection, email, or by phone. Treated customers and executive user’s sensitively.

Managed company-wide initiative to uplift the Windows environment from Windows XP to Windows 7. This resulted in increased functionality and end-user satisfaction.

Managed company’s regional Pull Printing roll out. Able to convert network printers to pull printing setup printer queues and also trained end-users. The project not only saved money on unnecessary printing but also provided maximum security to our contractor.

Involved in customer’s Windows 7, Office 2007, memory, and VPN migration projects. Assisted the company with migrating its users from Windows Operating System, upgrading existing hardware with added memory, and migrating from Fiberlink to Junos vpn. The project was a success and was able to complete before the deadline.

Siemens Solutions and Services Philadelphia, PA Computer Contractor for GlaxoSmithKline 2003 to 2009 Facilitated deployment of user workstations and peripheral installations. Assisted with end-user training to assure the users are comfortable with their systems. Assisted in customer’s Windows NT to XP migration project. Migrated end-users from Windows NT to

Windows XP ensuring that the user has the proper hardware and along ensuring the data was backed up.

Point of contact for Move-IT process of user’s migrating from field or other sites to in-house migrations.

Communicated effectively with fellow employee’s to ensure issues were understood so they could be managed and dealt with appropriately.

Consistently met customer’s expectations by assisting them to meet their business needs. Received highest in number of positive voice of customer’s surveys. Constantly go above and beyond of helping end-users with their IT satisfaction in hopes of helping them with their job performance.

Alphanumeric Systems Inc Philadelphia, PAComputer contractor for GlaxoSmithKline 2002-2003 Actively participated in the Asset Management Tracking System team in tracking the correct serial

number of the asset to the user informing management if we are low on assets in order to replenish. Coordinated with technician for user computer and purchase delivery. Reclaimed and sanitized computer workstations when user received a new computer. Participated in customer’s several network and conversion project Involved in token to Ethernet

conversion project of updating the IOB ports for Ethernet connection. Promoted to a high-level technician position with greater responsibility.

Memberships: Alpha Sigma Lambda National Honor SocietyChi Alpha Epsilon National Honor Society

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