William FitzGerald (901)208-3974 115 East Gage Avewfitzgld@yahoo.com Memphis, TN 38109

Summary of QualificationsExperienced IT Engineer/Technician in diagnosis, customer support, data analysis, troubleshooting, problem resolution and pro-active approaches in network, data, electronic device and certain computer issues.

EducationITT Technical Institute, Cordova, TN - School of Electronics TechnologyAssociates of Applied Science Degree: Computer Electronics Engineering TechnologyBachelors of Applied Science Degree: Electronics Communications Engineering TechnologyStrayer University, Cordova, TNMasters of Science Degree: Information Systems - Concentration: IT Project Management

CertificatesCSM(Certified Scrum Master)Surface Mount Electronics Soldering

AwardsMembership in the Alpha Beta Kappa National Honor SocietyPerfect Attendance at ITT Technical InstituteHighest Academic Honors at ITT Technical Institute

Skill Qualifications (Core Class Courses Taken) AC/DC Electronics C/C++ Programming Networks Standards and Protocols and Data and Network Communications Digital and Electronics Communications Systems Microprocessors and Control Systems(PLC Programming) Modern Wireless Communication and Embedded Systems Adv. Circuit Analysis and Adv. Circuit Design Communication Technologies and Adv. Computer Architecture Adv. Systems Analysis & Design and Strategic Planning for Database Systems(SQL) Project Risk Management, IT Project Mgmt. and Theories of Security Mgmt. Adv. Agile Project Mgmt. and IT Project Leadership Strategies Computer Interaction and Design

Computer Skills and Equipment UsedSoftware: MS Word, Excel, PowerPoint, Visio, Outlook and Project. Cisco WebEx and Join.MeOperating Systems: Windows 2000, XP, Vista, 7, 8 and 10Network Devices: Cisco and Juniper Routers, NetGear and Brocade SwitchesElectronics Devices: Oscilloscope, Digital Multimeter and Function Generator

Professional Experience

Syntel, Memphis, TN October 2015 – August 2016

Job Title: Software Engineer Supported technology projects using SDLC, agile or waterfall throughout the planning

and delivery cycles, delivered software development improvements and supported the development of Syntel’s best practices.

Gathered data for requirements in scrum meetings and used case development. Researched and gathered both business and technology requirements to support project

initiatives. Performed analysis of existing or new processes to determine how to best enable and

implement. Responded to Intersystem impact requests to get the impacted stake holders. Worked closely with a highly synergized team of Project Managers and Technical

resources. Ensured comprehensive, timely and quality delivery of all requests. Worked with business facing analysis to determine and translate business requirements

into technology solutions. Lead end-to-end research and analysis across multiple teams. Worked closely with clients/customers to ensure alignment on technical solution. Ensured that all documentation meets/aligns with required compliance standards. Coordinated and monitored end-to-end testing activities. Responsible for the quality of deliverables in terms of the analysis report, technical

design documentation and the adherence to technical compliance standards. Proactively influenced, advised and collaborated with Business and Technologies

partners at all levels. Communicated with clients daily to troubleshoot, escalate client issues in tickets and

helped resolve outstanding/escalated issues via email for their product issues or SaaS issues.

RemitDATA, Memphis, TN October 2014 – November 2015

Job Title: Implementations Specialist Analyzed and converted client data into RemitDATA healthcare SaaS systems and

reviewing to ensure accuracy before releasing for client access. Managed multiple projects at the same time utilizing PM skills like waterfall, scrum and

agile methodologies, while meeting regular deadlines. Evaluated healthcare data and information gathered from multiple sources to understand

the clients’ needs and deliver the agreed upon solution. Setup new pilot accounts in accordance with client’s organizational structure and run

weekly pilot account status reports. Processed client data reports, exports, clean-up, filter and review data for accuracy and

demonstrations by the required deadline and ensured quality by auditing and verifying customer data.

Communicated with clients daily via Outlook or telephone to troubleshoot, escalated client issues as well as track financial issues and accounting in Netsuite case files or Zendesk tickets and resolving outstanding/escalated issues via email.

Uploaded 835 data for new and current customers like Allscripts, Availity, GE, NextGen and maintained clean and accurate 835 files.

Analyzed data discrepancies and implement solutions to correct. Created internal and external client facing documentation with proper branding

guidelines as well as created and tested workarounds and other solutions for data and code issues.

Communicated with customers or some potential clients via email and phone for retention purposes, marketing, warm calls/emails or discuss account and payment issues using MS Outlook or PowerPoint presentations.

Installed software onto client’s systems, troubleshot client’s computer and other hardware issues using remote desktop software.

Synnex, Olive Branch, MS May 2014 – October 2014

Job Title: Server Technician III (Staffmark Agency) Worked on BTO servers and other products: building, modifying and re-configuring to

meet customer specifications using schematics, BOMs or SOW. Integrated components and configured firmware: drives, DIMMs, disk readers, CPUs,

heat sinks, motherboards, adapters, RAID and BIOS firmware. Tested functionality of products before and after work to ensure unit is working properly. Troubleshot any issues, network or component level, with server units or other products,

heavily on Cisco and Juniper products, while integrating on a whole, part or cable level. Read and used script commands in Linux and Python to debug failures in the server

units to pinpoint the root cause of the problem. Performed QC on products to verify not only functionality but any cosmetic issues. Imaged, installed software or flashed products based on customer specifications. Designed computer test stations/racks and performed preventative maintenance on

these stations as well as cable management to improve productivity results. Performed lean projects like 5S to re-organize various cables to prevent cable stress

and clutter in the work environment and collaborated in floor layouts to move all stations, workbenches, equipment and ESD materials as well as tape around areas to designate specific work areas for continuous process improvement in compliance with ISO regulations.

Used TPI to contribute in the training and guidance of new technicians and line workers on proper processes and procedures.

Jabil Circuit, Memphis, TN June 2012 – February 2014

Job Title: Test Engineering Technician 06/12 – 02/14 Diagnosed NetApp products, Cisco and Oracle systems and repaired Network Storage-

Servers, WAN, LAN systems, BIOS and RAID firmware, sub-systems and isolated malfunctions in units down to the component level.

Read and used script commands in Linux, C, C#, Html or Java to debug problems in the testing system’s software, pinpoint any problems with the test equipment or the product.

Maintained software, documentation and equipment to the latest revision of operational specifications and maintained testing equipment when they degrade.

Investigated issues via ticket system, documented investigations on system, yield database and when necessary escalated high-priority issues in Redmine ticket system.

Analyzed engineering testing results and implemented changes to resolve problems, indicated and calculated test results in relation to design and analyzed specifications, test objectives and modified equipment to meet specific testing requirements.

Set up and conducted operational testing of complete units and components under specified conditions to investigate design or to obtain data for development, standardization, quality control, quick problem resolution and fault isolation on development systems and equipment to ensure conformance with design specifications, collecting data, analyzing results and implementing procedures.

Performed lean projects, 5S+1, re-organizing various cables and equipment: RS232, SAS, Fiber, Ethernet and power cables to prevent cable stress and clutter in work environment and collaborated in floor layouts to move all stations, workbenches, equipment and ESD materials as well as tape around areas to designate specific work areas for continuous process improvement to comply with ISO regulations.

Oversaw and collaborated in designing computer test stations/racks to improve productivity results and performed preventative maintenance on these stations.

Used test documentation: Schematics, BOMs, Visual Aids, Debug, Testing tools and procedures as well as manuals to help train line workers or other technicians.

Recorded test procedures and results data and recommendations for changes in product or test method to prevent a high failure rate on FPY and ensure high OTD.

Communicated with clients to deliver reports on product status, collaborated in diagnosis, troubleshooting of products using remote software as well as escalated any issues, outstanding tickets to them about product/software issues.

Jabil Circuit, Memphis, TN March 2012 – June 2012

Job Title: Test Operator (Select Staffing Agency) 03/12 - 06/12 Tested electronic products from NetApp, Cisco and Oracle, components and systems for

electrical continuity, function and reliability on a variety of test platforms and static/dynamic stress chambers using functionality testing software & equipment: RS232, SAS (serial attached SCSI), Fiber, Ethernet, SFP adapters and AC/DC power cables.

Determined if the designated product passes all test cycles, collected diagnostic information needed to isolate any product failure and entered test yield data into appropriate statistical process control system.

Inspected product for the correct placement, orientation of untested components and any physical damage or contamination.

Performed tester diagnostics at specified intervals, routine preventive maintenance at specified intervals on test stations, chambers, fixtures, carrier cards, etc.

Tested function of electronic assemblies/sub-assemblies, CTO/ATO chassis units for customers, fully assembled systems with DIMMs, batteries, SD (Scandisk) cards, HICs (host interface cards), hard drives, controllers/ESMs and chassis or kit systems per customer request.

Ingrasys Technology, Memphis, TN July 2011 – March 2012

Job Title: Test Technician (SMX Agency) Performed diagnostics testing on desktop and laptop computer hard drives disks as well

as integrated units to ensure functionality. Troubleshot component or network related issues on whole integrated units and kit units

such as Hackberry and Vespas, NetApp product systems, Cisco systems, using the same sub-system testing methods.

Tested chassis FRUs (Field Replaceable Units) using hard drives to troubleshoot the midplane’s functionality.

Debugged and resolved issues with the units or their components if they failed on whole unit or component level.

Assembled units from drives to controller units and power supplies. Integrated these parts together into different chassis units for customer orders or

replaceable units. Performed lean projects like 5S to re-organize various cables to prevent cable stress

and clutter in the work environment and collaborated in floor layouts to move all stations, workbenches, equipment and ESD materials as well as tape around areas to designate specific work areas for continuous process improvement to comply with ISO regulations.