Information Technology Professional

Paul Junior Williams

**** ******* ***** **** ** * Sandy Springs, GA 30350

Cell/Voice Mail: 404-***-**** * ****.***********@*******.***

Summary of Qualification

I am an seasoned IT Professional with a strong background and several years experiences troubleshooting technical issues, analyzing the cause, and creating a resolution using reasoning, logic, and various IT tools such as CRM, the internet, knowledge bases, and SQL queries.

Professional Experience

Bond International Software, Inc. Roswell, GA 02/2014 to Present

Technical Support Engineer

Provide support to clients for both software / hardware issues via telephone, email and remote

access

Manipulate and Edit SQL database using basic, intermediate and advanced SQL queries

Execute both self-created and pre-written SQL statements and stored procedures

Utilize JIRA tracking software to create issues regarding questions to Development, Bugs /

Defects and Enhancement Request

Utilize Microsoft Dynamics CRM 2015 software to create issues / cases and attach relevant

emails, work logs, etc. to respective cases

Responsible for creating Knowledge Base Articles related to issue encountered in daily work

First level of escalation for payroll / billing support related issues and database manipulation

issues for Adapt and AdaptSuite application

Assist in the training of new support representatives by building support techniques, shadowing

and developing what if scenarios in our application Test Environment

Westin Atlanta Airport Hotel. College Park, GA 09/2015 to Present

PBX Operator / Guest Service

Demonstrate upbeat demeanor, using pleasant, patient tones with all callers.

Transfer calls to guest rooms or other hotel facilities as requested.

Enter all request and issues in Hotel Tracking System and maintain efficiency of request.

Deal with telephone related requests from groups such as room service orders and wakeup call

Receive and relay messages to hotel guests and departments.

Communicate requests of hotel guests to appropriate departments to ensure guest satisfaction.

Handle emergency procedures such as calling fire department, paramedics, police, etc.

Immediately alert hotel management via all communication avenues when an emergency occurs

Experis, Lawrenceville, GA 11/2011 to 02/2014

Consultant / Technical Analyst

Responsible for troubleshooting installation and uninstall of Peachtree Accounting

Troubleshooting upgrades, updates, host files, DNS issues and .NET errors

Configuring program paths, data paths, company data path and sub files.

Responsible for support via telephone and email.

Setting up program and data paths as well as mapping network drives

Require an understanding of Accounting principles and terminology

Encadria Staffing Solutions Atlanta, GA 11/2009 to 12/2010

Consultant / IT Procurement Associate (Koch Business Solutions)

Resolve issues preventing invoices from being completed and paid

Maintain a log of invoice discrepancies, issues and resolution

Provide an ongoing update of progress and status of outstanding invoices to management

Verify receipt of goods, payment of invoices, and reconcile invoices with purchase orders

Resolve conflict between payment of invoices and Receipt of Goods from Invoice

Provide vendor relations

Responsible for resolving several invoice queues as well as a personal invoice queue

Paul Junior Williams Page 2 of 2

Encadria Staffing Solutions Atlanta, GA 11/2007 to 03/2009

DBD Support / Information Technology Co-Op (Georgia Pacific, LLC)

Set up customers from Web Ordering to EDI, including item cross reference and QA Testing.

Set user's security settings for the company's Enterprise Applications and reset passwords

Granted access to Citrix applications and module allowing users to gain access to company's Citrix link.

Created and / or resolved help desk trouble tickets

Responsible for assigning users to various company sharepoints and active directories.

FirstPro Staffing, Smyrna, GA 07/2007to 11/2007

PeachState Health Plans, Smyrna, GA (assignment)

Data Analyst – Contract Implementation Team

Updated the company's medical provider database on a daily or as needed basis

Assisted with the implementation of procedures to streamline the Certification process

Participated in weekly meetings of Contract, Contract Implementation, and Sales Departments.

Technical Skills

Software: MS Word, Excel, PowerPoint, Access

Operating Systems: Microsoft Windows 2000, XP, Vista, Windows 7, 8 and 10

Programming: SQL Server, (in school exposure to C++, C#, Java, VB.Net)

Applications: JIRA, Microsoft Dynamics CRM, GoToAssist, GoToMeeting

Education

Georgia Piedmont Technical College Completed / Graduated March 2010

Visual Basic.NET Programmer Technical Certificate of Completion

Georgia Piedmont Technical College Completed / Graduated March 2011

Computer Information Systems – Programming Associate in Applied Sciences

American Intercontinental University Enrolled / Expected Grad. January 2018

Information Technology – Information Assurance & Security Bachelor of Science

Honors

American Intercontinental University Dean’s List

Delta Delta Chapter of Epsilon Pi Tau Technology Honor Society

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