Technical Support Customer Service

Tyrone D Williams Tel# 704-***-****

***** *** ****** ** **** # 980-***-****

Charlotte NC 28215 *************@********.**.***

Objective

To obtain position as an Analyst with a company where I can utilize my skills and education and contribute to the growth, success and bottom-line profitability of your company.

Professional Qualifications

Over Ten years of outstanding Customer Services

A supreme workaholic with a passion for PC’s

Excellent problem solver with a careful eye for details

Team player, dependable, conscientious and thoughtful, excellent organizational

and planning skills

Technical-software skills

Java, Java Script, SQL database, Unix operating system, Microsoft NT

Workstation, Windows 98/2000/XP, Visual Basic 6.0, HTML and XML E-commerce

and ASP development A+ Certification and Dos and hardware configuration, Network+ Certification

Education

Graduated from University of Phoenix Bachelors of science in Information

Technology-Graduate 2006

Lincoln Technical Institute Graduate 2003, Web Development for E-commerce

(October 2001 to March 2003)

Computer Learning Center, (September 1999 to March 2000)

Work Experience

Projects

Refresh computers and setup work stations at Wells Fargo from (August 2016 to September 2016)

Gander MT Project: Setting up POS equipment, cash registers, ATM machines, printers, receipt printers and fax machines, Setting and upgrading network in stores (3 week project in the month of (October 2016 to November 2016)

Intratek: Help and Service Desk Technican (October 2015 – To Present)

Provides basic trouble shooting assistance and ticket resolution for PC users

Ability to install, remove or repair basic computer systems and software

Supports the IT services and Help desk functions in Indentifying, researching and resolving problems by responding to telephone calls, email and ticketed request for technical support.

Mapped network printers, drives, install applications and manage and installed memory, hard drives, software applications, drivers and printers

ACN Technical Support /Helpdesk Representative (April 2015 – To October 2015)

Analyzed monitored, and resolved network problems monitored network health and capacity, recommending system/network change s analyzed, monitored and resolved network problems involving QOS issues.

Provide telephone support of residential services for internet connectivity

including dial-up, DSL and cable modem connections.

Support of business internet services including DSL, cable modem, T1, Fiber

to the premises, ISDN, MPLS, other connections.

Troubleshooting of email for residential and business accounts including support of customer’s email program and company webmail system.Support of Voice over IP

Solutions including being initial point of contact for all new VoIP customers, ensuring information is correctly entered into the system, troubleshooting of VoIP terminal adapters over the phone and through remote support.

Strong knowledge of protocols : TCP, IP, DNS, SMTP, POP and FTP

Duke Energy Enterprise Helpdesk Analyst (October 13 to December 14)

Candidate will serve as an Enterprise Help Desk analyst responsible for answering customers’ calls and chats (40 -60 per day), provide problem isolation and resolution with a 1st call resolution rate >62% in a multi-platform, diverse systems environment. Analyst records, monitors, and follows up on client inquiries to ensure customer satisfaction. Enterprise Help Desk provides service to internal clients on a 24x7 basis.

Moved user accounts in Active Directory

Mapped network printers, drives, install applications and manage and installed memory, hard drives, software applications, drivers and printers

Application installation and trouble shooting Microsoft Word, Excel and Power Point

Family Dollar, IT Specialist 1, Store Technology Deployment Charlotte North Carolina (July 2013 to October 2013)

Performed technical support for field service technicians for organizing and developing new store deployments, renovations and relocations of family dollar stores

Used Family Dollar ticket system called magic to log incidents and work orders to replace equipment in the field, Also worked with POS equipment, scanners, registers and PDA’s.

Performed trouble shooting and maintenance of network racks which consisted of Cisco Routes 1841 and 1921 and switches 2960 and 2950

General Dynamics, Help Desk Analyst, Charlotte, North Carolina (October 2012 to April 2013

Performed migration of windows XP to Windows 7 OS

Provided customer service for user issues as they relate to Information services

Such as Team Center an aspect of Oracle database

Knowledge of standard hardware equipment, software applications and support

To the many vendors using share-point accounts

Able to assist any staff member where departmental priorities have been assigned

Work well as a team player

Provided first response technical support for end users, assign tickets to proper departments for resolution

Assisted migration of Windows OS XP to Windows OS 7

Application installs and administration with MS Word, MS Excel also with MS Outlook with rebuilding files on Exchange server and some Linux and Sharepoint.

Magnetix Corporation, Network Analyst, Charlotte, North Carolina (December 2006 October 2012)

Administrated tier2 support to LAN, WAN network infrastructures

Provided first-response technical support to end-users provided system performance monitoring, software tool performance monitoring, tuning and reporting LAN/WAN performance

Successfully completed projects involving trouble shooting system and network issues with routers, switches, and hubs Initiated, updated, tracked, and closed network trouble tickets

Analyzed monitored, and resolved network problems monitored network health and capacity, recommending system/network changes analyzed, monitored and resolved network problems involving QOS issues.

Assisted in migration from Windows XP to Windows 7

Inventory Control Specialist, MCRB Elkridge, Maryland (December 2005 to July 2006)

Included inventory processing, receiving shipments we used Citrix as a database to make adjustment to inventory

Controlling the flow of products from receiving to processing stock

Network Technician, Genesis Technology, Columbia Maryland (October 2005 to December 2005)

Installed fiber optics and cable network Category 5 cabling, desktop support at the Pentagon Contractor

Installed and test computers in addition, also tested and installed software

Installed computer hardware and software applications

Network Technician, Summit Inc, Springfield Virginia (August 2005 to October 2005)

Project Installed Internet racks (patch panels) using Category 5 cabling

Installed and tested jacks/line for offices and installed fiber optic cables

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