Customer Service Technician
Resume:
James L. Williams, Jr.
Mableton, Georgia 30126
OBJECTIVE
I am seeking a rewarding position in the Information Technology industry
that will provide me with a rewarding experience as well as the opportunity
to enhance my technical skills while sharing my knowledge and experience.
TECHNOLOGICAL SKILLS/EXPERIENCE
SharePoint, Bomgar, SMS, and RDC (Remote Desktop Connection) Supporting
Microsoft Windows XP and Windows Operating Systems, BMC Remedy 7.6 and
6.3, Directory and Resource Administrator Windows Server 2003, XP/Vista,
Microsoft Office Suite, Internet/E-Mail, Customer Service, Training &
Support, Analytical/Technical Troubleshooting skills, Client/Support
Services, Telecommunications, Access to Classified and Unclassified
Information on the Air Force Network
EDUCATION
2005 - 2007 Morehouse College, Atlanta, Georgia
2001 - 2005 Douglas County High School, Douglasville, Georgia
EXPERIENCE
Help Desk Technician II
Dec 2011 - Present Information Innovators Inc., Maxwell-Gunter AFB
Annex, Montgomery, AL
Responsible for creating, modifying, and removing Air Force personnel user
accounts; create trouble tickets for reported issues; grant users
SharePoint access; perform security monitoring and support; responsible for
maintaining, and making modifications to secure government controlled
sites; troubleshoot network connections and devices for the US Government;
update and modify personnel accounts; analyzes operation/user requirement
validations; provide prompt and courteous customer service to a global
client base. Security Clearance
Network Services and Security Network Operator (Student Assistant)
November 2010 - December 2011 Clark Atlanta University
Atlanta, GA
Provided excellent customer service support on standard operating
procedures and technical assistance to faculty, staff and students;
responsible for day-to-day administration of faculty, staff and students
email accounts; originated and coordinated trouble tickets received into
help desk; performed workstations enhancement, system backup, restored
settings and software upgrades; installed and configured antivirus
software; provide update workstation with new software patches;
troubleshoot network hardware and software for connectivity; identified
user problems and report these problems to the Network Administrator.
Asbestos Remover
July 2010 - November 2010 Atlanta Demolition
Atlanta, GA
Removed asbestos from buildings that were being demolished; removed and
discarded debris from the buildings prior to asbestos removal; dismantled
all fixtures, doors, ceiling fans, tiles, floors, etc. to the bare
foundation before the asbestos is removed and building demolished.
Environmental Technician (Chemistry Department)
October 2008 - June 2010 Clark Atlanta University
Atlanta, GA
Ensured the labs were setup for student usage, provided support to students
in labs, removed and disposed of unused chemicals. Communicated effectively
with colleagues in team teaching assignments, maintained grading and
attendance records in accordance with the university policy and ensured
good order and effective classroom management; assisted students on
troubleshooting hardware, software and network connectivity issues for
their lab workstations; provided computer orientation and trained students
on their workstation hardware, software, and system configuration.
Car Technician
January 2008 - September 2008 Enterprise Rent-A-Car
Mableton, GA
Provide excellent customer service support to various automobile rental
customers; managed cashier activities in the areas of rental, returns, and
exchanges/upgrades; managed fleet inventory, and presented sale promotions
to customers; notified management of any unsafe equipment, conditions or
vehicle problems and performed basic maintenance checks; adhered to all
store policies and procedures.
CERTIFICATIONS
. Security+
. A+ in progress
References Available Upon Request
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