Customer Service Software

Montrice D. Williams

Winston-Salem, NC *****

(Mobile) 336-***-****

***********@*****.***[pic]

CAREER OBJECTIVE

To work in an environment that utilizes my abilities, contribute to

the community and allow professional growth within the information

technology field.

EDUCATION

ECPI College of Technology, A.A.S. Degree IT Networking & Security

Management

(Associates degree obtained June 2008)

Forsyth Technical Community College, A.A.S. Degree Computer

Information Systems (Associates degree obtained May 2006)

ORGANIZATIONS & CLUBS

Tri-City Relays Track & Field Club

AYFCL Winston Salem Greyhounds Youth Football League

Winston Salem Lake Youth Basketball Club

Emanuel Baptist Young Lions Youth Ministry Mentor

Family Services Governing Board Member

Family Services Head Start Policy Council Member

Family Services Head Start Parent Committee Member

APPLICATION, CLIENT & SERVER EXPERIENCE

Team Management, Customer Service, Technical & HelpDesk Support,

Networking IP assigning, Hardware & Software troubleshooting/installs,

MS Office 365 & prior versions, Active Directory,(SCOM)System Center

Operation Manager, WinServer2003 R2, WinServer2008 R2, WinXP Pro,

WinVista Business, Win 7 Enterprise, Win 8 Pro, VB.Net programing,

Lotus SmartSuite, SharePoint 2007, Remedy Ticketing, Vipre Enterprise,

SolarWinds Network Monitoring, Router/switch installs, cabling,

Virtual Machine creation

CERTIFICATIONS

(MCSE)Microsoft Certified Solutions Expert (2014) pursuing

CompTIA NET+ Certification

ETA (FOI) Fiber Optics Installer Certification

WORK HISTORY

Sogeti USA IT Consulting Services, - VF Corporation, Migration Support

Technician, Greensboro, NC

10/2013 - 4/2014(6mth Contract)

. Real-time support to company customers, supervisory or management staff,

or IT professionals for major corporate infrastructure.

. Configured client machine/users connection to File Server, Print Server,

and data sharing between depts.

. Email configuration on portable devices ( IPhone, IPad, Android,

Blackberry)

. Used Network monitoring tool SolarWinds to update/remove client machines

on the network, monitor network bandwidth

. Manage complex client-server software deployments in conjunction with on-

site hardware installations.

. Support may be provided in person, via phone or through remote support

tools approved by the IT Department.

. Used System Center Operation Manager to perform scheduled maintenance for

software upgrades/updates

. Installation and configuration of windows operating systems, maintaining

images of operating systems

. Troubleshoot computer and basic networking issues, diagnose and resolve

technical hardware and software issues. Create new users and assign

permissions in Active Directory (AD) insure users are in the correct OU.

. Setup new client workstations and all related equipment/software for in

house clients and new hires.

. Keeping up to date hardware inventory, documentation of processes and

project migration dates.

Balance Staffing - PlumChoice IT Services, Remote Technical Support

HelpDesk, Winston Salem, NC 10/2012 - 12/2013 (full-time)

. Provide Remote HelpDesk Support to several Communication(ISP) Channels

including COX, COX SMB, Sudden Link, Century Link, PC Richard & Son, ACN,

ACN Canada, PlumChoice, GeeksOnCall

. Office suite; Word, Excel, & Outlook, etc. installations

. Configuring email accounts using Outlook, Outlook Express and other

emails apps.

. In depth knowledge and usage of Windows operating systems (Win XP - Win

8 Pro)

. Performed PC Tune ups and troubleshooting various computer software

issues

. Savvy with search engine techniques for troubleshooting

. Routers, WAPs, Wireless, and other networking devices TCP/IP

configuration

. Antivirus programs: Symantec/Norton, MacAfee, AVG, Panda, etc.

installations

. Spyware / adware / malware removals

. Hardware install/replacement system bench work (memory

upgrades/replacement, HDD replacements)

. Performed a variety of computer troubleshooting skills; (Hardware

failures, software patch upgrades)

Geeks Onsite Technical Services, (As Needed) Onsite Field Technician,

Winston Salem, NC 4/2012-8/2013

. Office suite; Word, Excel, & Outlook, etc installations

. Configuring email accounts using Outlook and Outlook Express

. In depth knowledge and usage of Windows operating systems

. Performed PC Tune ups

. Savvy with search engine techniques for troubleshooting

. Routers, WAPs, Wireless, and other networking devices TCP/IP

configuration

. Antivirus programs: Symantec/Norton, MacAfee, AVG, Panda, etc.

installations

. Spyware / adware / malware removals

. Hardware install/replacement system bench work (memory

upgrades/replacement, HDD replacements)

. Performed a variety of computer troubleshooting skills; (Hardware

failures, software patch upgrades)

RRTQ Inc. - Delhaize Corp. Food Lion Stores, IT Systems Software

Management, Salisbury, NC

10/2011-10/2012 (1yr contract)

. Administrating support of Windows XP and Windows 7 (Enterprise level)

environments

. Administrating Active Directory in a corporate environment

. Windows Registry software removals & apps and programs software removals

. Provided updates and upgrades per licensed software & tracked software

licenses.

. Performed and execute under pressure in a fast-paced, demanding

environment

. Used simple industry tools to troubleshoot in the Microsoft Windows

environments.

. Provided support of the migration of user data & resolved requests for

technical support.

. Provided support to Helpdesk and Desktop support teams as required for

infrastructure and messaging-related incidents and requests.

. Answered, evaluated, and prioritized incoming telephone, voicemail, e-

mail, and in-person requests for technical assistance.

. Logged and tracked all problems and work requests in help desk software

system

Apex Systems Inc. - Southern Fasteners & Supply Inc., IT Client Systems

Support, Winston Salem, NC 4/2011-10/2011(6mth contract)

. Provided Helpdesk/Tech support troubleshooting issues for end users in 10

branch offices.

. Administrator for email spam filters, Exchange Server 07, and WinServer

2003 R2 Enterprise.

. Administrator for Active Directory Domain Services. Add/disabled users

and computers, password resets, Terminal Services app resets, and used

WSUS to deploy regular security updates for clients.

. Used networking monitoring tools (SolarWinds) to monitor for performance

and hardware failure.

. Data Migration of specified user data from old Dell client machines to

new Dell clients machines.

. Repaired damaged client machines by performing hardware replacement and

software installs.

. Configured label printers, printers features and added printers to the

printer OU on the network.

. Developed Client & Server inventory machine spec list of the centralized

network infrastructure.

AeroTek-Gilbarco Veeter-Root, HelpDesk Support, Greensboro, NC 8/2010 -

4/2011 (8mth contract)

. Provided excellent customer service in 100% phone HelpDesk support,

troubleshooting Passport POS (point-of-sale) software.

. Provided Tier II support for fuel dispenser issues, network connections,

POS system issues, POS report issues, uploaded software patch upgrades

remotely, hardware issues, and client POS software training.

. Provided remote support for clients when troubleshooting or training

purposes.

. Dispatched technicians for clients covered under warranty for hardware

failure related issues.

. Call handling 8-10 min. averaged 50-60 calls per day, within support fast

pace call center environment.

Peak Systems-DELL CITIGroup, Systems Support Tech, Winston Salem, NC,

1/2010-8/2010

(8mth contract)

. Performed a variety of computer troubleshooting skills; (Hardware

failures, software patch upgrades).

. Installed software and hardware, system setups and application upgrades.

. Deployed new client rollout Dell Win7pro machines in the place of old

Dell WinXPpro machines, set network static IP's.

. Configured new clients to ensure connection to the existing network.

. Tested system to ensure end user could log on and applications worked

completed checklist.

A+ Computing Solutions, Systems Support Tech, Greensboro, NC, 1/2008 -

4/2010 (full-time)

. Performed a variety of computer troubleshooting skills; (Hardware

failures, software patch upgrades)

. Hardware install/replacement system bench work (memory

upgrades/replacement, HDD replacements)

. Software Application/OS installs and client based configuration

. Win XP, Vista, Win 7 OS upgrades and clean installs,

. Data migration, BIOS flash. In addition, I provided technical support and

helpdesk support within a center environment assisting clients off-site.

. Configured and setup (Active Directory), password resets, and

added/disabled clients running Windows operating systems. [pic]

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