Customer Service Quality Assurance

*** ******* ***** *** ***** Mountain, GA ***** * Home 770-***-**** Cell 205-

***-****

***********@*******.***

Johnny Williams

Summary

* ****** *********: work extremely effective with a team and independent

6 5 plus years with excellent technical support and customer service skills

7 Highly efficient computer skills – Windows 2000, XP, Vista, Mac OS, Microsoft

Exchange, Microsoft Office, Mail Servers, and UNIX Command

8 Setup Workstations installing software and hardware

9 Fast learner and adapt to new methods for quality assurance

Education

Miles College Fairfield, AL

BS Degree Computer and Information Science May 2004

Experience

Lodgenet Interactive Corp.

August 2007 – February 2009 Technical Generalist/ Help Desk Support

Smyrna,GA

Provided technical support over the phone for all lodgenet products and services to hotel customers, installation

technicians, and Business partners. Perform remote troubleshooting of lodgenet systems:

*HSIA Systems software, hardware, digital servers

*Network infrastructure and configurations

*Hardware products (IETV DELL VBN)servers, switches, access points and dslams.

Solved customer technical issues with Windows Vista, XP, Linux, MAC Operating systems, Desktop applications, and

Network adapters.

In addition, utilizing technical aspects of tcp/ip: DHCP, DNS, and SMTP.

This includes analyzing and interpret system problems using UNIX Command and secure shell client programs.

Prompted to Hotel Direct Department to monitor hotel networks and educate engineers on all equipment hardware

issues that were escalated pass second tier of support. By providing technology tools, methods to operate, and ways to

maintain equipment.

Comcast Corp.

July 2005 – August 2007 HIS/CDV Customer Account Executive

Decatur, GA

*Handled incoming calls assisting customers with troubleshooting steps resolving advanced level issue with personal

computer, digital voice, cable, and internet connection related.

Analyzed technical issues with operating systems Microsoft 2000, XP, Vista, and Mac OS. Also, highly skilled

working with Microsoft Office and Outlook email client.

Responsible for provisioning cable modems and embedded-multimedia terminal adapters for digital voice quality. In

addition, consult with customers about upgrading to all services (HSI CDV Cable) to meet sales requirement.

Providing in depth knowledge of each product.

IdleAire Technology

July 2004 – May 2005 Site Rep

Lakeview, AL

* Provide on-site customer support assistance with installation of satellite television, central air, wireless computer

access, and telephone service. Developed a Microsoft Database and Excel to keep records of inventory and reports of

sales of equipment on a daily basis at site. This was collected to minimize unaccounted funds and equipment.

Also, maintain and report technical issues on repairing service modules.

In addition, duties included all office related work, calculation of daily totals, implement information on computer,

and word processing inputs.

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