Troy L Williams
**** ********** ****, *** ** Dallas, Texas 75227 214-***-**** *********@*****.***
Objective
Seeking opportunities, which offer professional growth as well as advancement
Skills Summary
Project Management Technical Rep Insurance Billing
Report Preparation Customer Service Professional Presentations
Written Correspondence Scheduling Training & Development
General Office Skills System Admin Curriculum Design
Cloud Technologies Net meeting Office Communicator
Visio Skype Desktop Sharing
SharePoint
Professional Experience
TECHNICAL SUPPORT
Train Order Management Skills and Administration
Level I & II Technical Support Trainer for Verizon FiOS Data, Video, & Voice Service
Training others to troubleshoot wireless connectivity problems
Set-up wireless networks
DCHP/TCP Protocols
Troubleshoot PC & Network issues
respond to requests for technical assistance in person, via phone, electronically
Windows XP, Vista & 7 Support
Password reset and remote computer connection
Hardware & Firmware upgrades
Data migration & support
Minor server maintenance & replacement
diagnose and resolve technical hardware and software issues
research questions using available information resources
advise user on appropriate action
follow standard help desk procedures
log all help desk interactions
administer help desk software
stay current with system information, changes and updates
Configuration of client’s equipment to connect to the Internet via modem/DSL Router
(Dialup/DSL customers only).
Configure software to connect to Internet application servers.
Provide training to clients in the use of system and applications as related to Internet.
Page 1
CALL CENTER OPERATIONS
Tracking incoming callas from members placing mail order prescription
Identify and assess training needs of staff by conferring with managers and supervisors
or conducting surveys
Facilitate the execution of all training plans.
Produce training materials for in-house courses as appropriate. Amend and revise
materials as necessary, in order to adapt to changes that occur.
Periodically, evaluate training effectiveness.
A flexible team player with a proven ability to work successfully in a matrix reporting
environment.
Ability to build strong working relationships, internal and external to the organization.
Work efficiently in a high demand, team oriented, and fast-paced environment.
Manage the team of call center representatives, direct their activities for the
achievement of call center targets and goals.
Manage the overall performance analysis of existing lists and programs.
Identify requirements, which includes targets, specific data, and anticipated outcomes.
Monitor team performance and the group activity as well to ensure that the call center
goals are met.
Employment Histor
Insight Global, Dallas TX
Deployment Specialist (June 2014-November 2014)
Connxtions Inc, Richardson TX
Trainer (August 2013-January 2014)
Collabera Inc (CVS/Caremark), Irving TX
Benefit Coder (December 2011-January 2012)
Frontline Source Group, Dallas TX
Software Trainer Contractor (March 2011-May 2011)
Avail Search Group, Dallas T
Contact Center Training Specialist Contractor (July 2010-December 2010)
United HealthCare, Richardson TX
Clinical Administrative Coordinator (April 2009- August 2010)
Sutherland Global Services, Syracuse, NY
Trainer - Customer Service Sales Representative (September 2007 – August 2008)
Transportation Security Administration, Syracuse NY
Troy L Williams
8005 Rothington Road, Apt 25 Dallas, Texas 75227 214-***-**** *********@*****.***
Trainer - Transportation Security Officer (December 2004 – June 2007)
A IDS Community Resources, S yracuse NY
Trainer-Harm Reduction Specialist (July 2003 – October 2005)
Syracuse Housing Authority, Syracuse NY
Trainer-Program Coordinator (June 2001 – February 2003)
Education
COLORADO TECHNICAL UNIVERSITY – COLORADO SPRINGS, CO
Masters of Science in Information Technology Management, September 2014
COLGATE UNIVERSITY – HAMILTON, NY
Bachelors Degree in History & Education, 1995
CENTRAL TECHNICAL VOCATIONAL CENTER
Certificate of Completion in Computer Science I, II, III, 1990
Page 3