Project Manager Sales

D. Duraine Williams

***** ***** ****** ****; Apartment 2431; Dallas, Texas 75230

716-***-**** ***************@****.***

Areas of Strength

Desktop Support * Helpdesk Support * Training Coordinator * Active

Directory * Project Manager * Call Center Team Leader

Trainings

CCNA * Network+ * SCCM* Active Directory* Windows 7* Microsoft Office

(Word, Excel, PowerPoint, Outlook) * VM Ware * Remedy * TCS * ICOMS *

Log Me In Remote Access

Related Experience

Baylor University Medical Center November, 2012 to

Present

Desktop Field Support Technician

. Provide single point of contact for desktop support of Baylor clinics

and Field Technicians

. Identify and implement networking and other technical solutions for

clients

. Added software updates to imaging program, and enhanced Baylor's

imaging process

. Build professional relationships with several departments

. Software migration, Windows 7 OS, and applications

. Manage trouble tickets with a fast response, maintaining records of

solutions

. Update Active Directory with new workstations and user profiles and

other needs

. Participate with all phases of project implementations

Samsung, STA; Plano, Texas July, 2010 to December,

2011

Level 3 Technical Support and Escalations

. Provided technical and helpdesk support for PC and mobile device

end users, and directed them on setting up e-mail, exchange

accounts, PC synchronization, Windows XP & Windows 7 support, MAC

OS, software upgrades, and wireless network set up.

. Adding user accounts and permissions via Active Directory

. Performed helpdesk support for internal users of our main system

application including remote access for internal company users and

external customers

. Image PC's and troubleshoot to resolve issues as needed

. Respond to Remedy trouble tickets and log resolution for future

team meeting on common problem resolutions

. Used remote access to handle end user issues with PC's

Verizon Wireless June, 2009 to

July, 2010

Wireless Specialist

. Provide a high level of technical support for PC and laptop users,

providing software & hardware upgrades

. Demonstrated patience instructing customers on setting up wireless

networks using their home router and/or their mobile hotspot,

creating a mobile network on the go

. Create and run SQL query each day to pull data

. Program, image, troubleshoot, and test wireless devices including

tablets, blackberry's, windows mobile devices, and laptops

. Created FAQ sheet for customers to use to cover the basic features

and usage of their device

. Setup Bluetooth synchronization of their vehicles and instructed

how to use properly

. Built great relationships with customers who frequent the wireless

center

Time Warner Cable; Akron, Ohio August, 2007 to

March 2009

Application Specialist, Information Systems

. Responsible for maintenance of our ICOMS system, creating user

accounts, programming NODS for the installers, testing and adding

marketing campaigns

. Created test systems with VM Ware for testing of new applications

and campaigns

. Provided password reset assistance and set up user groups via

Active Directory

. Analyze the usage volume of the ICOMS system and created technical

reports for the network engineers for forecasting purposes

. Designed an online application for requesting ICOMS user access

that was later used by the region

AT&T; Cleveland, Ohio August 1999 to May, 2005

Team Leader, Sales Department

. Provided support for the high volume call center of over 500

representatives

. Handled customer escalations pertaining to billing issues, service

quality, repair calls, and sales orders

. Assisted with the creation of the updated call flow script used by the

sales department, increasing sales production and call quality levels

. Performed supervisor duties for 2-3 month periods in the absence of

team supervisors as needed

. Created training curriculum for new sales products, new hire training

. Performed call monitoring and one-on-one coaching sessions and

feedback with motivation and highlighting strengths and areas of

improvement

Contact this candidate