BOBBY WILL IAMS

Home Location ** Perimeter Center Place #656 Atlanta, Georgia 30346

Telephone (Home) 631-***-****

Email Address accmv9@r.postjobfree.com

Availability 2 Weeks

P refer red Role Help Desk, Service Desk, Technical Support

To secure a position where I can utilize my experience in the field of Information Technology. Self

-managed, results oriented, professional in the information technology field. Managed projects from

start to finish, and proficient with the ability to handle a, variety of responsibilities. Some of the

support I provided included Protecting PHI(Protected Health Information and protecting, I I H I

( Individual Identifiable Health Information) in a timely manner, and the ability to learn alot about the

company.

Key Skills

• Active D irectory 2003 • B lackBerry • Cit rix W inframe • C MS • COMPUTER E XPERIENCE

• Desktop D irector

• M icrosoft Exchange Server • M icrosoft Outlook • M icrosoft W indows

• M icrosoft W indows 2000 P rofessional • M icrosoft W indows 2003 Server • M icrosoft W indows 3.x

• M icrosoft W indows 9x • M icrosoft W indows N T • M icrosoft W indows XP • M icrosoft Word • NOC

• Vantive • Remedy • Remote Access E xperience • RSA Token Setup • Servers 3.0-4.0 • SMS

• TRAX • VoIP • VPN

E mployment H istory

Service Desk Analyst

H iscox I nc A tlanta, Georgia J ul 2012 - Present

• P roviding First Tier phone and email support related to all software and hardware issues via

users in the UK, Europe and North American locations. Approximately 10 to 20 calls per day.

• T roubleshoot computer hardware, software, VoIP Setup or Issues, network related problems

v ia phone, email or remote software (Shadow).

• Resolve user issues utilizing excellent customer services skills, problem solving skills and

technical thinking/reasoning skills.

• Work with network/system administrators following instructions and pre-established

guidelines of the IT Department.

• P roperly document and track the details of the problem, analyze both status and resolution

w ithin the helpdesk t racking application.

Service Desk Analyst

T i tle Max A tlanta Georgia Nov 2011 - Apr 2012

* Providing USER access to network via ID'S and PASSWORDS.

* Check status of request later closing out tickets using the REMEDY ticketing system.

* Resolve all remote access issues, printing issues and network connectivity.

* Received between 10-25 calls per day.

* C reated, add/deleted, email accounts and updating distribution lists for users.

Service Desk Analyst

Alere Feb 2005 - Aug 2011

* Responsible for help desk support and application administration for Alere employees.

* P roviding USER access to network via ID'S and PASSWORDS.

* M aintain AS400, TRAX, VPN, BLACKBERRY and email accounts via ID'S and PASSWORDS.

* Check status of request, later closing out t ickets using REMEDY ticketing system.

* Regularly reminded employees to use technical safeguards such as passwords and locking their

workstation when not in use.

* Supported over 2400 users locally and remotely, also supported international users.

* Received between 10-20 calls per day.

* C reated, activated and deactivated BLACKBERRY Accounts.

E ducation and T raining H istory

G eneral

K ingston Senior H igh School 1975

Business

Contact this candidate