Charkoi Williams

***** *. ********* *** # *

Gardena, CA 90248

310-***-****

accad9@r.postjobfree.com

Objective: To transition my skills and education into a position as a Project

Coordinator.

Employment History

01/12 -02/13 Bowman and Brooke LLP Desktop Support

• Provided the sole on-site support for a national product liability law firm of 80+

partners, lawyers and various other support staff in a Windows 7/Office 2010

environment

Responsible for a wide scope of duties that ran the gamut from basic user set

ups and support to managing complex projects that included numerous

stakeholders with conflicting priorities

• A knack for analyzing complex data and translating technical information into

laymen’s terms then recommend appropriate solutions

• Coordinated and implemented network related software and hardware upgrades

in conjunction with other teams

• Installed operating system software, patches, and upgrades as required

• Adept at supporting high level users and critical technologies while remaining

calm under pressure

• Audio Visual set up and support that often included multiple overseas locations

03/11 -11/11 DISYS onsite Raytheon Desktop Support Technician

• Responsible for investigating Raytheon network security related incident alert s

with the purpose of ensuring that non-compliant systems are remediated through

various methods including but not limited to system scans, malware removal, re-

images or permanently removing the device from the network.

• Tasked with resolving an array of break/fix incidents from hardware & software

failures to network connectivity related issues

• Highly effective in responding to priority one service calls in a timely manner

while providing excellent customer service to V.I.P clients.

• Conference room maintenance and support

• Assisted with any and all special projects as they arise including a pc

disconnect/re-connect for Sempra Gas Company for over 800 users

• Proficient with the use of the Remedy ticketing system to update and resolve

tickets within guidelines established by the company’s service level agreements

11/10 -01/11 Randstad Services onsite Myspace.com NOC

Engineer

• Confirmed site alerts using a variety of monitoring tool including Gomez,

Sitescope & Solarwinds

Researched & resolved hardware/software problems with other IT Staff or

outside vendors as needed

• Capable of interacting effectively with all levels of management

• Performed first-tier troubleshooting using tools and utilities to resolve

system/network performance and related system/network issues.

08/08 – 08/10 Vaco Technologies Desktop Support

Technician

• Supported remote users by telephone and remote access including Dame Ware,

Remote Desktop, Citrix & LMI

• PC repair & trouble-shooting for Windows and network related issues

• Active Directory configuration and support

• Basic LAN/WAN server and connectivity troubleshooting

• Spyware/Malware removal

• Imaged and configured desktop pc’s and laptops using Altiris software

• Proficient with multiple help desk ticketing systems including Remedy, Support

Magic, Service Desk Express and Clarify

• User relocations and audio-visual equipment setup

• Well versed in designing and creating SOP’s

03/02 – 06/08 Herbalife International Senior Helpdesk Analyst II

• Technical support for over 500+ onsite users not including remote locations in

over 50 countries for a 24 x 7 global service desk

• Escalated high priority issues using established guidelines but also able to work

outside of the box to obtain faster resolutions and minimize down-time

• Coordinated adds, moves, changes, and deletion to software systems, including

account administration

• Installed, configured, and troubleshot desktop systems, laptops, and printing

related issues

• Oracle user account maintenance

• IP Phone Support including basic set-ups and account modifications

• Blackberry and VPN support

02/99 - 12/01 Creative Computers Senior Account Executive

• Sold IT hardware and software to a variety of business accounts including

government and education based clients

• Developed new accounts using cold calling and other prospecting methods

• Attended ongoing training classes on hardware and software provided by outside

vendors or sales management

• Strong negotiation, organizational, and presentation skills

01/90 -12/98 Lexi International Sales Manager

• Very strong sales and customer service background that has included managing

a team of 40+ call center agents

• Independent, flexible, self-starter, excellent follow through, detail-oriented, quick

learner

• Competitive dead-line driven individual who consistently exceeds sales goals and

quality standards

• Team player who is able to lead and follow with equal finesse

• People oriented with excellent communication skills

• Able to take ownership of client issues and ensure satisfaction

• Efficient and able to manage multiple priorities within a fast-paced environment

• Ability to work well under pressure while maintaining a professional demeanor

Education

• Certifications: MCP, A+, MCDST, N+, ITIL

• B.S. Information Technology University Of Phoenix (In Progress)

• A.S. Computer Science West Los Angeles Community College

• Licensed Real Estate Agent DRE# 01789610

References available upon request

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