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Desktop Support Customer Service

Chicago, IL
February 26, 2020

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Anthony C. Williams

*** **** ***** ******

Chicago, IL 60628



Application Support

Software Troubleshooting

Microsoft SQL Server 2014



Training and development

Project Management


Business Intelligence Tools


Sidley Austin, LLP

Senior Service Desk Analyst August 2019 – Present

Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.

Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting.

Software support functions include, but are not limited to, answering an array of job-specific how-to questions and the installation, basic configuration and troubleshooting of applications that are standard within the environment or otherwise approved for installation.

Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution while owning the relationship with the customer.

Escalate to and closely collaborate with various Level II and III Engineers and other IT groups to obtain knowledge and system access that allows for the highest level of customer service and quick resolution at the Service Desk level.

Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.

Execute basic and routine systems administration tasks (e.g., password administration and print queue management).

Lead and assist with projects such hardware or software upgrades and on-boarding of large groups.

Utilize, create, evaluate and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.

Lead through influence by sharing knowledge, reviewing Analysts' proposed escalations, suggesting process improvements and mentoring of Service Desk team members.

Perform other duties as required.

Synvata, LLC

Senior Software Support Analyst March 2018 - February 2019

Owned and handled support ticket resolution. This includes understanding issue tickets coming from

our internal and external clients through Zendesk and Jira, troubleshooting the issues, fixing them or escalating them to the senior developers. This involves being able to as access databases through the SQL language.

Collaborated with QA and development teams to implement tests and fixes.

Helped sales and operations teams deploy new contracts. This involves importing data files (such as user lists, configuration options, building templates, etc.)

Advised customers on software workflows and best practices, helping them achieve the desired end result

Set up test environments to verify reported software bugs and log them into our bug tracking database

Created internal and external support documentation.

Provided feedback to supervisory personnel when trends become apparent in order to remedy repetitive problems and recommend proactive training to minimize future reports of similar problems. • Advance product knowledge by reviewing new functionality and testing new product issues

Assisted with installation and upgrades.

Conducted user acceptance testing (UAT) of new releases to maintain up-to-date knowledge of product.

Effectively communicated complex issues and feature requests with our offshore development team where relevant.

Federal Reserve Bank of Chicago, Chicago, IL

Technology Application Support Analyst April 2015 – March 2018

Acted as a liaison between internal customers and technical groups to elicit moderately complex customer business needs; to communicate these needs to the technical groups and to drive appropriate solutions.

Assisted in the development of alternative solutions and new feature opportunities.

Performed business and systems analysis of moderate complexity, including current and future state, to determine requirements and breakdown features into user stories.

Identified approaches for evaluating product success; may communicate the criteria with various stakeholders

Ensured the test plan is comprehensive and acceptance criteria are met through QA and into production

Assisted with the development of functional specifications, including user cases, process/workflow, error messages and interface specifications.

Managed the backlog containing stories and defects for the development team; modifies the backlog according to changing business needs and technical input

Participated in the development of sprint planning and feature prioritization

Provided product release overview and handoff to operations to ensure ongoing operational support

Assisted with the development of appropriate product training, manuals and documentation for internal users

Federal Reserve Bank of Chicago, Chicago, IL

Technology Service Desk Tech February 2009 – April 2015

Used advanced troubleshooting and technical skills to perform corrective and maintenance actions either remotely or at the end user's location to resolve problems.

Served as the contact technician on district/department projects and responsible for the research, design, and implementation of technical solutions.

Researched problems associated with the Bank's computing environment.

Resolved end user requests through follow-up with customers, tracking all requests and their resolutions within department call tracking database.

Built new systems, configure, run diagnostics, and distribute new hardware and perform software installations and upgrades.

Provided documentation and training to peer/junior service desk technicians on software/hardware issues.

Developed end user training materials.

Additional Work History

Federal Reserve Bank of Chicago -MIS Analyst 9/2006 – 2/2009

Information Resources Inc. – Business Analyst 8/2004 – 9/2006

Hewitt Associates – Business Analyst 1/2004 – 8/2004

Willis – Business Systems Analyst - 1/2003 – 6/2003

PricewaterhouseCoopers LLP – Desktop Support Technician – 2/1999 – 1/2003

Deloitte and Touche LLP – Desktop Support Technician 2/1998 -2/1999

CCC information Services – Helpdesk Support Technician – 5/1997 – 2/1998

Allied Group Insurance – Customer Service Representative – 6/1994 – 5/1997


Southern University, Baton Rouge, LA May 1994

Business Management

Global Knowledge, Chicago, Illinois

•Applied Project Management

•IT Project Management

SAS Institute, Chicago, IL

•Programming I: Essentials

•Programming II: Data Manipulation Techniques

•Macro Language I: Essentials

United States Navy June 1988 – June 1992

Aviation Ordnanceman

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