<p> Todd Wyant</p><p>62 Strathmore Dr Rochester, NY 14616 (585) 313-6471 [email protected]</p><p>Skill Sets: • -Knowledgeable in Windows and Apple platforms (NT/2000/XP/ Vista/7/8/10 , Mac OS9.1-OSX.9.) • -Repair work on most major brands of PC’s including Dell, HP, Compaq, Lenovo, and Apple • -Knowledgeable with Open Licensing for Microsoft, Adobe, Macromedia, and Symantec. • -Experience setting up and establishing networks • -Excellent troubleshooting skills • -Microsoft Office Proficient including Access and Excel • -Good ability to listen and decipher what end users are describing as issues</p><p>Education: • A+ Certified – May 15, 2000 • Monroe Community College Working on AS in Information Technology Course work includes Networking, Routing Protocols, Light Programming (Java, HTML5) and Systems Analysis</p><p>Work Experience:</p><p>Unisys Technical Services: Subject Matter Expert, Level 2 Support– Microsoft Global Help Desk (Network/OSIE) May 2012 – Current  Assist Level 1 Agents with technical direction for call triage for incoming support calls  Administer and track information in the Knowledge database for Level 1 agents (including authoring new articles and editing existing ones with relevant information for Windows 10)  Assist Level 1 agents with installation and configuration of Windows 7/8/10 via local and Network configurations using SCCM  Direct ticket escalations for Tier 1 team to appropriate support groups when required  Troubleshooting Bitlocker Recovery using MS custom tool and Active Directory  Assist Level 1 agents with basic computer troubleshooting and following up with them to ensure quality of service based on Unisys’ Phone Support procedures  Ticket and Call Auditing for Tier 1 agents to reinforce training and process standards are being followed and used appropriately</p><p>Xerox Corporation SQA Engineer – January 2008 – April 2011, July 2011 – October 2011) (Contracts – Ajilon, Next Generations Solutions and Mindex)</p><p> Test print diver quality in a multitude of environments from client testing to network testing (Local, IPV4, IPV6) - Testing included installation, functionality and GUI of the drivers  Report findings into IBM Clearquest Rationale database tools and provide further information, as needed, to the appropriate driver developers  Testing Environments included: Windows XP/7/ Server 2003/Server 2008 (32 and 64 bit versions, where applicable) Apple OSX 5/6/7 Unix - Sun OS, HPUX, AIX Linux – Ubuntu, Cent OS, openSUSE, Red Hat</p>