Information Technology Specialist

DERRELL WILLIAMS

Suwanee, GA 770-***-**** *************@*****.*** mailto:***********@*****.***

INFORMATION TECHNOLOGY SPECIALIST

Professional, self-motivated, customer service focused IT Specialist with over 12 years of continuing technical experience, in search of a permanent career opportunity as a Systems Administrator IT Specialist/IT Manager. Strategic and analytical marketing professional with more than 13 years of experience

TECHNICAL SKILL SETS

PDI+ certification, SEO/SEM, MS Office Professional, XP, Windows 2000/WIN7, Ghost Imaging,, Magic, Remedy, Office 2000-2010, Linux, Magic, Norton Anti-virus, Exchange 5.5, SPSS, SAS, Citrix, MetaFrame 1.8, PC Anywhere,, General Hardware Software support, including but not limited to PDA’s/IPADS

PROFESSIONAL EXPERIENCES

Q-MATIC, Duluth, GA 2/2014 – Present

Client Support Technician

•Efficiently troubleshoot, diagnose and resolve complex Tier 1 software/hardware issues. Client issues may be related to may be related to database performance, code defects, application configuration, networking, platform and hardware configuration

•Work from a queue of issues the customer adds to on a daily basis (via email or phone)

•Answer incoming support requests via phone, email, or web portal

•Analyze problems or inquiries, assign appropriate severity levels and follow through on resolution in accordance with service level agreement

•Provide basic end user training to customers in the use of system as related to their solution

•Played key role in reengineering Support Center to improve responsiveness and customer satisfaction. Established best practices in customer care and support and train incoming staff

LANIER/RICOH, Tucker, GA 12/2006 – 2/2013

Help Desk Analyst I

•Delivered printing solutions and peripherals, e.g., scanners/copiers

•Served as escalation support to field technicians in all 50 states

•Installed, configured, maintained and supported all printers on XP/WIN7/OSX networks

•Work from a queue of issues the customer adds to on a daily basis (via email or phone)

•Managed national project for all Ricoh multi-function devices in over 10,000 locations

•Earned solid reputation for resolving complex issues and providing exceptional customer service

AIG, Alpharetta, GA 12/2005 – 9/2006

Customer Service Representative-Contractor

•Supported insurance agents with 3rd party in house software know as Dynamic Rating System

•Operated independently as focal point of technical issues in a team setting

•Assisted users with policies and procedures for setting new online quotes and user accounts

•Achieved the highest levels of productivity, handling over 500 calls per week and averaging 100+ calls daily

SALVATION ARMY HQ, Atlanta, GA 3/2004 – 11/2005

Software Support Specialist/Trainer

•Developed training manuals and gave training classes for users for new software packages

•Coordinated the creation of the material and ensuring it is consistent with quality and design expectations

•Provided technical support to all end users and maintained accurate knowledge of all computer hardware/software

•Selected to create new procedures to improve department productivity and train new staff

CONTRACT ASSIGNMENTS

INTELLITEACH, Atlanta, GA 8/2003 – 9/2003

Legal Tech Support

•Provided Tier II & Tier III legal technical support, software configurations, and installations to 900+ users

•Provided special assistance to key departments including Executive support and Legal Partners

AGL RESOURCES, Atlanta, GA 8/2002 – 8/2003

Help Desk Support

•Provided Tier II & Tier III support, software configurations, and installations to 900+ users

•Escalated issues as needed and maintained communication with customer and technical teams. Extensively utilized Remedy to record and track issues.

•Upgraded and backed up IPS pagers, Palm PDA’S with new software or address book

BELLSOUTH CORPORATION, Atlanta, GA 8/1999 – 7/2002

Helpdesk Support Specialist

•Supervised a team of 10 IT employees in the absence of Supervisor. Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staff.

•Provided after hours support for Network, Help Desk and NT client/server environments

•Implemented and administered a Microsoft Windows 2000 Network Infrastructure with 900+ users

•Installed and configured users in Citrix, including assigning home directories to users account.

•Communicated with server team manager and operations staff on continual improvement proposals, network design, project management, resolved ongoing conflicts and provided quality checks within compute environment

•Network Services: activated new DHCP scope, create new DNS, WINS, TCP/IP routing entries for network segmentation and planned Sysprep/Drive Image deployment of Windows 2000 environment

BOYS & GIRLS CLUB OF AMERICA, Atlanta, GA 2/1999 – 8/1999

Helpdesk Support Specialist

•Provided support, software configurations, and installations to 200+ users including regional offices.

•Administered NT User accounts and performed information assurance principles to include adding, deleting, and modifying user accounts, configured desktops, telephones with Meridian 1 system with Call-Xpress, and notebooks for remote dial access

•Added, moved, and changed users to Windows NT domain and MS Exchange Server.

•Trained users on various applications and installations of software

•Monitored system functions and performed telephone configurations

EDUCATION & MILTARY

Bachelor of Arts, Computer Science Information Systems; DeVry Institute of Technology

United States Marines, Corporal; Telecommunications Specialist

RELEVANT TECHNICAL SKILLS

Expert in Windows 2000, Windows NT 4.0- 9x, Novell, Zen works, Magic, Remedy, MS Project, UNIX, Office 2000-9x, Linux, Solaris, Magic, Norton Anti-virus, Exchange 5.5, SPSS, SAS, Visio 2000, AS400, Citrix, MetaFrame 1.8, PC Anywhere, Shiva LAN Rover

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