Customer Service Software

Samuel Christopher Williams

* *** *** ***** ******: 470-***-****

Columbia, SC. 29229 Email: *************@*****.*** (Preferred)

TECHNICAL SUMMARY

Information Technology professional with 10 years experience in desktop and network issue. My expertise is

systematically troubleshooting, configuring, and installing hardware, software and network issue.

Certification

CompTIA A+

MILITARY EXPERIENCE

United States Army 2001-2005

TECHNICAL SKILLS

MS Project 2007 & 2010 Microsoft Share Point 2010

Systems Development Life Cycle Windows Server 2003

Information Assurance Fundamentals Windows Server 2008

Symantec Ghost Solution 2.0 Active Directory

Help Desk Support Active Client

Installing and Configuring Windows 7 Client Remote Desktop

Microsoft Visual Studio 2008 Planning and Managing

Windows 7 Desktop Deployment

Basic C# Programming

and Environments

EDUCATION

Bachelors of Science (BS) Business Information Systems Graduated June

2011

University of Phoenix – Phoenix, AZ

PROFESSIONAL EXPERIENCE

DPP/BlueCross and Blue Shield of South Carolina 01/2013-11/2013

Deployment Technician/Workstation Support Specialist

Migrating Windows XP operating system to Windows 7 across South Carolina and Augusta, Georgia.

Backing user data and transferring data to new machines or reimaged hard drives. Wide ranging

troubleshooting issues to include servers, firewall rules, mapping network drives, updating group policies,

changing organizational units (OU), and software compatibility. Configure and install monitors, printers, fax

6 Pin Oak Ct. • Columbia, SC 29229 • 470-***-**** • *************@*****.***

machines and various peripheral devices locally and network devices across BSBSSC network consisting of

contracts with federal Medicare, tri-care and commercial lines of business.

Accomplishments:

Constant process improvement

excellence in customer service and user satisfaction

Completion of documented changes through check list and customers sign off at deployments end.

Upgraded 15,000 machines under contract and completion with scheduled time

YouthBuild Philadelphia – Philadelphia, PA 04/2008 – 06/2012

Network Analyst

Accountable for ongoing daily maintenance including, but not limited, the following: Windows

2003/2008 servers, Exchange /2010, SQL Server 2008, MS Share Point 2010, MS Enterprise backup,

LAN/WAN troubleshooting, Firewalls, SPAM Filter, Active Directory, Active Client., Remote Desktop,

Symantec Ghost Solutions 2.0 and network security. Respond to requests for service and support and

resolve IT problems in a timely manner. Managed the operation of computer hardware systems,

installing and configuration of software ensuring successful execution of automated and manually

initiated schedules. Escalating problems as needed and according to established procedures. Ability to

determine the nature of computer hardware and systems software problems, and to communicate

technical guidance and information to users. Stay abreast of new technologies on system upgrades to

determine feasibility, cost, time required, and compatibility with current system. Document system

problems and resolutions for future reference

Accomplishments:

Maintain computer hardware and software inventory of $3M+

Manage software and license library for facility

Implemented a mentor program at the YouthBuild facility for at risk youth

Create user accounts and maintained 350 objects in active directory

Hotwire Communications – Wynnewood, PA 03/2008-07/2008

Technical Support Representative

Provide technical solutions in real time to external customers that are received via web portal, e-mail and

phone. Research case resolutions ensuring thorough and accurate responses provided. Provided customers

with application best-practice and software set up advice. Tracked reported cases in internal database,

following company procedures. Proactively followed up with assigned and open cases on a regular basis,

updating customers accounts as needed

Accomplishments:

Streamlined account payable process by educating customers on payment options

6 Pin Oak Ct. • Columbia, SC 29229 • 470-***-**** • *************@*****.***

90% handled customer issues within a half-day, 8% handled within 24 hours, 2% handled later by other

departments department

Community Marketing Concepts - Philadelphia, PA 7/2010- 10/2010

Manager

Reviewed project plans and coordinated project activity list of recorded sites. Developed and interpreted

organizational goals, policies, and procedures. I controlled operational budget and expenditures on a weekly

basis.

I organized all illegal dump survey areas by developing weekly area mapping assignment for a team of 10

employees. Managed and fielded technical issues. Maintained detailed and completed survey data forms in an

online format for future use.

Accomplishments:

0% work related injuries

100% return of all equipment at end of survey study

Comcast – Philadelphia, PA 01/2007 -– 11/2007

Communication Tech 2

Responsible for the installation, maintenance and troubleshooting of customer’s cable related equipment. Other

duties include; servicing feeder lines, which connect the main cable to small groups of homes, and drop lines,

which are the direct cable lines to a subscriber's home, educating customers how to operate the cable system and

how they can upgrade or downgrade their services. Installed systems for digital television, internet and phone

services. Competent in Voice over IP (VOIP) technologies and setup and maintenance.

Accomplishments:

100% On time arrival for assigned jobs

Consistently rated and recognized for highest level of customers service

United States Army – Heidelberg, Germany 08/2001 – 12/2005

Signal Support System Specialist

Supervised 7 person squad who installed, maintained and diagnosed faults in signal encryption equipment and

transceivers, signal support systems and terminal devices, including but not limited to radios, wiring schematics,

and battlefield automated systems. Provided technical assistance and unit level training for automation,

communication, and user owned and operated signal equipment. Disseminated information services policy.

Prepared maintenance and supply requests for parts related to the upkeep and maintenance of sensitive

equipment to include DMX,IMUX, CAT5,CAT6, and Chrome block, BERT, OTDR used to verify integrity of

fiber optics.

Accomplishments:

Implemented standardized policies that were directly responsible for secure communications during

Operation Iraqi Freedom.

Set up and maintained video teleconference equipment for secure command group meetings and

work groups during Operation Iraqi Freedom

Received the Army Commendation Medal (ARCOM) for outstanding service during Operation Iraqi

Freedom

6 Pin Oak Ct. • Columbia, SC 29229 • 470-***-**** • *************@*****.***

Job-Related Training

03/03 Technical Training Center Diploma – Multiband Communications Systems (80 hours)

03/03 Technical Training Center Diploma – Communications System (40 hours)

02/09 Maxwell Education Center-Certificate of Completion – PV1: Solar Panel Installation (20 hours)

04/09 Maxwell Education Center- Certificate of Completion – PV2: Solar Panel Design (20 hours)

05/09 Maxwell Education Center- Certificate of Completion – PV3: Solar Panel Estimation and Sales,

Electrical Theory (20 hours)

Honors, Awards

04/04 Army Commendation Award

04/04 National Defense Service Medal

04/04 Army Service Ribbon

04/04 Overseas Service Ribbon

04/04 Global War on Terrorism Service Medal

04/04 Iraq Campaign Medal with Arrowhead

04/04 Certificate of Achievement – Meritorious Service in Support 3-58th Aviation Regiment

REFERENCES

Available Upon Request

6 Pin Oak Ct. • Columbia, SC 29229 • 470-***-**** • *************@*****.***

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