Taylor Williams

WORK EXPERIENCE

IT Support Technician

The Home Depot - Austin, TX January 2016 to February 2017

● First contact for incoming trouble ticket calls: obtained detailed, issue oriented, data to input for efficient handling of tickets in Service Now System (THD-in house CRM) troubleshooting issues remotely or via phone.

● Assisted store personnel with setup, installation, configuration, testing, and henceforth ongoing usability of system hardware & software.

● Offered daily operations and systems support to End User (Store Support) to ensure customer discounts, promotional offers, transactions on account, and newly opened In-Store Credit Cards were properly executed.

● Verified functionality of hardware and windows software components for installs, service call scheduling, and escalation to Tier 2 Level Support where needed.

● Kept abreast of constantly updating hardware/software technology support procedures, implementing procedural changes when necessary, and educating End User to the change as it related to their daily responsibilities.

● Answer Incoming Calls from the Hardware: Point of Sale Queue.

● Remotely unlocked POS systems to perform troubleshooting, upgrades, re-imaging, and diagnostics for over 2500 stores between the US and Canada.

● Provide Customer Support and Technical Assistance that is above and beyond expectation to our callers; Home Depot Store Associates.

● Expertly Use, Navigate, and Update Proprietary Ticketing/Call Tracking System while demonstrating the ability to recognize Trending Issues that require Escalation.

● Diagnose, identify, isolate and analyze problems utilizing historical database records.

● Relay misrouted calls to the appropriate department and document any reported issues related to recorded prompts, dial by name directories, or phone tree malfunctioning.

● Learn and demonstrate the ability to quickly determine if an issue is a non-departmental technical problem that instead should be presented to one of our internal or external product line specialists. Swim Instructor/Lifeguard

Elsass Academy NC - Austin, TX May 2015 to July 2015 Teacher & Swim Instructor

Crenshaw Athletic Club - Austin, TX December 2013 to August 2014 Admissions Coordinator

National American University - Austin, TX November 2012 to March 2013

● Install hardware and software in a school environment, ensuring that computer lab machines were running efficiently and with the latest Operating Systems, Anti-Virus, and MS Office Software for student use on campus.

● Responsible for updating MS Windows from previously used versions to new versions using Licensed copies obtained by IT Director, and inventoried by myself.

● Completed all Hardware (PC, Printer Network, Wireless Internet Access & proper Drivers) installation & Troubleshooting for the life of aforementioned systems.

● Provided tech support over the phone to students and teachers while in class or during study periods.

● Light troubleshooting of office computers, printers, and fax machines.

● Performed Desktop, phone and remote access support. Inside Sales- Telecommunications Representative

Invenio Marketing Solutions - Austin, TX October 2011 to July 2012 Contracted solutions that included voice, data, and video services on behalf of our client (Charter Business) among a nationwide target of small businesses. Prospected a target customer list using CRM (Epsilon) to influence telecommunications purchasing decisions. Demonstrated a proven ability to sell services to small business owners & executives against competitive industry products and services. Demonstrated a strong business and marketing proficiency, technical product knowledge, strong customer service skills, and above average knowledge of Sales Force CRM.

Event Marketing Manager & Team Leader

Entourage Events Group - Austin, TX March 2011 to October 2011

@Home Reservations & Sales Agent

Starwood Hotel & Resorts - Austin, TX January 2011 to March 2011 Assignment Manager

Evins Personnel Consultants, Inc. - Austin, TX May 2010 to September 2010 Job Placement Coordinator

Timberline 1 Management - Austin, TX December 2008 to April 2010 Admissions Advisor

Timberline1 Management & Timberline Trade Schools - Austin, TX June 2008 to December 2008 Lead Quality Assurance Analyst

ReachForce - Austin, TX February 2008 to June 2008 Performed proprietary Data Cleanse & Append, a comprehensive marketing database solution, to confirm data quality and ensure that a client's marketing database is "campaign ready." Personally verified accuracy of each client lead as assigned, including phone, email, mailing, and decision making role within the target company. Achieved as a team, an industry best match rate (often greater than 90%) resulting in improved effectiveness of our client's lead nurturing & lead scoring resulting in reduced cost-per-opportunity. Special Projects Coordinator & CSR

Integrated Flow Systems - Pflugerville, TX January 2007 to November 2007 Serviced five customer accounts in an administrative function including work order entry & job scheduling (in Shop Keeper Software), materials purchasing, customer care, Bid & Quote Proposals to earn new business, and adjusted, split or rescheduled customer orders to correspond with their production goals. Received, analyzed, and responded to all customer inquiries (phone calls, voice messages, emails, written correspondence, and facsimile) within 24 hours, making exceptions for emergencies. Worked with suppliers and customers to develop non- standard component build forecasts, resulting in a reduction in lead time for several crucial parts. As Special Project Coordinator, gained project management experience by assisting, creating, and producing an assigned portion of the required documentation (Initial Production Work Instructions) for a Sustained Supplier Quality Audit, resulting in an upgrade in Supplier Tier Status for IFS. Sales Representative

Dell Corporation - Round Rock, TX January 2006 to September 2006 Took incoming sales calls for the Dell Employee & Student Purchase Program. Built quotations based on customer needs, budget, and time frame for purchasing. Closed sales and marketed additional products and services while achieving monthly sales quotas. Obtained client information by answering telephone calls; interviewing clients; verifying information. Determined eligibility by comparing client information to requirements. Established policies by entering client information; confirming pricing. Informed clients by explaining procedures; answering questions; providing information. Maintains communication equipment by reporting problems. Maintained and improved quality results by adhering to standards and guidelines; recommending improved procedures. Updated job knowledge by studying new product descriptions; participating in educational opportunities. Accomplished sales and organization mission by completing related results as needed.

EDUCATION

Bachelor's in Business Administration, Management and Operations Texas State University-San Marcos - San Marcos, TX August 2001 to May 2005

ADDITIONAL INFORMATION

College Graduate in the top 7% of my class in the Texas State University Business College. Secretary of Pi Kappa Phi Fraternity 2001 - 2005

Beta Gamma Sigma, and Eta Phi Sigma Honors Society Inductee