Troy L Williams

**** ********** ****, *** ** Dallas, Texas 75227 214-***-**** acpg82@r.postjobfree.com

Objective

Seeking opportunities, which offer professional growth as well as advancement

Skills Summary

Project Management Technical Rep Insurance Billing

Report Preparation Customer Service Professional Presentations

Written Correspondence Scheduling Training & Development

General Office Skills System Admin Curriculum Design

Cloud Technologies Net meeting Office Communicator

Visio Skype Desktop Sharing

SharePoint

Professional Experience

TECHNICAL SUPPORT

Train Order Management Skills and Administration

Level I & II Technical Support Trainer for Verizon FiOS Data, Video, & Voice Service

Training others to troubleshoot wireless connectivity problems

Set-up wireless networks

DCHP/TCP Protocols

Troubleshoot PC & Network issues

respond to requests for technical assistance in person, via phone, electronically

Windows XP, Vista & 7 Support

Password reset and remote computer connection

Hardware & Firmware upgrades

Data migration & support

Minor server maintenance & replacement

diagnose and resolve technical hardware and software issues

research questions using available information resources

advise user on appropriate action

follow standard help desk procedures

log all help desk interactions

administer help desk software

stay current with system information, changes and updates

Configuration of client’s equipment to connect to the Internet via modem/DSL Router

(Dialup/DSL customers only).

Configure software to connect to Internet application servers.

Provide training to clients in the use of system and applications as related to Internet.

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CALL CENTER OPERATIONS

Tracking incoming callas from members placing mail order prescription

Identify and assess training needs of staff by conferring with managers and supervisors

or conducting surveys

Facilitate the execution of all training plans.

Produce training materials for in-house courses as appropriate. Amend and revise

materials as necessary, in order to adapt to changes that occur.

Periodically, evaluate training effectiveness.

A flexible team player with a proven ability to work successfully in a matrix reporting

environment.

Ability to build strong working relationships, internal and external to the organization.

Work efficiently in a high demand, team oriented, and fast-paced environment.

Manage the team of call center representatives, direct their activities for the

achievement of call center targets and goals.

Manage the overall performance analysis of existing lists and programs.

Identify requirements, which includes targets, specific data, and anticipated outcomes.

Monitor team performance and the group activity as well to ensure that the call center

goals are met.

Employment Histor

Insight Global, Dallas TX

Deployment Specialist (June 2014-November 2014)

Connxtions Inc, Richardson TX

Trainer (August 2013-January 2014)

Collabera Inc (CVS/Caremark), Irving TX

Benefit Coder (December 2011-January 2012)

Frontline Source Group, Dallas TX

Software Trainer Contractor (March 2011-May 2011)

Avail Search Group, Dallas T

Contact Center Training Specialist Contractor (July 2010-December 2010)

United HealthCare, Richardson TX

Clinical Administrative Coordinator (April 2009- August 2010)

Sutherland Global Services, Syracuse, NY

Trainer - Customer Service Sales Representative (September 2007 – August 2008)

Transportation Security Administration, Syracuse NY

Troy L Williams

8005 Rothington Road, Apt 25 Dallas, Texas 75227 214-***-**** acpg82@r.postjobfree.com

Trainer - Transportation Security Officer (December 2004 – June 2007)

A IDS Community Resources, S yracuse NY

Trainer-Harm Reduction Specialist (July 2003 – October 2005)

Syracuse Housing Authority, Syracuse NY

Trainer-Program Coordinator (June 2001 – February 2003)

Education

COLORADO TECHNICAL UNIVERSITY – COLORADO SPRINGS, CO

Masters of Science in Information Technology Management, September 2014

COLGATE UNIVERSITY – HAMILTON, NY

Bachelors Degree in History & Education, 1995

CENTRAL TECHNICAL VOCATIONAL CENTER

Certificate of Completion in Computer Science I, II, III, 1990

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