Service Desk Technician
Resume:
Daniel Liev Williams
Grand Rapids, MI 49505
*************@*****.***
Applying for: Service Desk Technician
General Skills:
● Microsoft Office Suite 365, with emphasis on Word, Excel, Access, and Teams
● Google Workspace, Google Drive, Google Mail
● Knowledge of network design and maintenance fundamentals
● Rapid development of new skills
● Strong communication skills, including technical writing, phone, and end user training
● Excellent customer service and coworker relationship skills
● Accuracy and attention to detail in troubleshooting and documentation Education:
Lane Community College Eugene, OR US; Sep 2016
Computer Specialist course
● Networking fundamentals, including LAN and Wi-Fi infrastructure, Cisco switches, and router management
● Security fundamentals, including Cisco firewall management
● Advanced Windows 7/10 OS features and Linux (CentOS) fundamentals
● SQL/database design and maintenance
● Python, HTML, 5/XML and JavaScript proficiency
● Website design and maintenance
● Project management
● PC hardware installation and maintenance
Certifications:
Microsoft AZ-700 (2021)
Microsoft AZ-900 (2022)
Microsoft SC-900 (2024)
Work Experience:
Arraya Solutions Nov 2021- Apr 2024
Service Desk Technician L2
End user and administrator remote technical support
● MSP Service Desk escalation support and triage utilizing Autotask and Manage Engine ticketing systems
● Escalation point for end user support
● Administration support for high priority tasks and solutions development
● Diagnosis and troubleshooting for MS 365 platform including Exchange and MS365 Defender
● Working with internal and client infrastructure teams to troubleshoot network infrastructure issues
● Working with internal cybersecurity team to resolve client security incidents
● Assisted with the onboarding of two medium-sized businesses
● Creating and updating support documentation for new and existing clients
● Internal training for client support and internal tools (AutoTask, Manage Engine, ConnectWise, LogMeIn, Devolutions)
● Troubleshooting network issues with Meraki switches SquareTrade Inc. Jul 2020- Nov 2021
SMB Technician, Squaretrade ATT Tech360
End user and administrator remote technical support
● Frequent Microsoft 365 end user support including cloud features
● Administrator support for MS 365 cloud tenant administration
● Small business support with applications including MS Office Suite, Google Workspace, and Quickbooks
● Rapid adaptation to unfamiliar issues
● Using Squaretrade internal standards including Salesforce and ticket triage
● Excellent white glove service, including 95%+ average CSAT rating
● Precise troubleshooting to minimize customer appointment time
● Independent issue resolution and multitasking tickets Mountain Rose Herbs Nov 2018- Jan 2020
IT Technician
End user technical support, equipment installation and network support
● User account management with Windows Server 2016 Active Directory and Microsoft Azure
● Network security analysis using Darktrace
● Deployment of hardware, including desktops and tablets
● Maintenance of computer hardware and label printers
● Independent development and execution of several projects that improved workflow efficiency
● Integral to the rapid rollout of replacement workstations for a quarter of the company’s workforce, greatly enhancing their productivity and cutting down on IT ticket generation. Lane Community College Academic Technology Center Apr 2015- Jun 2016 Part Time Student Worker
Answering technical questions for customers with a wide range of technology skills
● Managing and developing technical documentation for customers and internal training
● Developing solutions for faculty needs using complex learning management software
● Managing and developing technical documentation for customers and internal training
● Developing and managing internal projects
Community Experience:
Egan Warming Center
● Volunteered to provide emergency shelter during freezing weather for eight years
● Coordinated with other volunteers before dawn to offer breakfast, and cleaned facility afterwards
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