Customer Service Technical Support

A.J. Williams Jr.

****Montana Blue Dr. Spring, Texas 773**-***-***-

**** • *************@*****.***

Objective

With the experience I have gained in Information Technology, I have the ability to effectively communicate to vendors, end users, as well as

management. Exemplary organizational development and problemsolving skills channeled through a high energy, customer focused and

results orientated demeanor.

Key Qualifications

● Liaison between business end users and technical developers & programmers. ● Visited customer’s locations to fix their issues.

● Identified and implemented training for unit members to increase knowledge transfer in preparation for future opportunities.

● Assumed responsibility for implementing, integrating, and supporting infrastructure with technical applications and related vendor

software & hardware.

● Outstanding analytical, problem-solving, and troubleshooting ability.

● Superior communication (oral and written), customer service and interpersonal skills.

● Both independent and team worker, as required.

●MS Office proficiency and tracking-software familiarity.

● Ability to multi-task and prioritize effectively.

● Poised and patient when dealing with clients.

● Assist users with PC, server, network and software problems.

● Identify user training needs, develop and deliver technical training.

● 10years experienceWindows, Active Directory, VPN, Technical documentation writer, Blackberry, iPad and iPhone, End user

training,Windows 7 training, A+ training,Microsoft Applications, VPN and Firewall, VOIP Phones, Heat ticketing system, Provide

support to remote users, Provide technical solutions and troubleshooting services on need basis.

Work Experience

TEKsystems

Desktop Support Technician ( Contracted out to Sysco Foods as Telcom– Technician )Jan.2015

Troubleshot network, hardware, and software issues while providing excellent customer service relations and technical support;

Assembled laptops and desktop workstations; performed virus/spyware detection scans and removals.

Robert Half Technology

Desktop Support TechnicianFeb.2014 – Dec.2014

Troubleshot network, hardware, and software issues while providing excellent customer service relations and technical support;

supplied company training to employees and clients when applicable." Assembled laptops and desktop workstations; performed

virus/spyware detection scans and removals; provided software/hardware beta testing and secure VPN connection support;

achieved Internal/External file backup."

City Of Houston Aug. 2005 - Oct. 2013

Technical Support Analyst ll

● Technical Support Analyst - Supported client computer network, hardware, and software issues; repaired and installed computer

hardware and software; configured and deployed proprietary operating systems." Efficiently handled IT/IS critical issues and

problems;managed the companys technical assets and procured computer equipment as needed; properly disposed of old hardware

to EPA specifications; performed PC refreshes and migrations." Conducted hardware and software evaluation of new research

technology andmobility solutions; deployed work computers and replaced hardware outages and completed service requests.

Marsh US Mar. 2002 -Aug. 2005

Computer Technician

● Troubleshot network, hardware, and software issues while providing excellent customer service relations and technical support;

supplied company training to employees and clients when applicable." Assembled laptops and desktop workstations; performed

virus/spyware detection scans and removals; provided software/hardware beta testing and secure VPN connection support;

achieved Internal/External file backup." Assisted clients in computer hardware/software component installation, telecom

maintenance, and EMail exchange support; proficiently recorded incidents in ticket tracking systems and coordinated outage

management assessments." Executed firewall implementation withMS Active Directory; performed password resets according to

verification procedure.

Computer Science Corporation Dec. 1996 - March 2002

Computer Technician

● Provided customer service support, troubleshot network, hardware, and software issues, performed virus/spyware detection and

reports, and aided in company software beta testing." Procured computer hardware/software component installation for clients;

provided secure VPN connection support; executed firewall rules with registry database; advised clients in workaround and assisted

with telecom maintenance.

Education

S.P. Waltrip Sr. High Aug 1974 - May 1977 University Of Phoenix May 2013 - Present

Contact this candidate