Wilson Williams

IT Support Specialist with experience

Douglasville, GA 30135

ade95f@r.postjobfree.com

615-***-****

Authorized to work in the US for any employer

Work Experience

IT Technician

BRAD COLE CONSTRUCTION - Carrollton, GA

September 2019 to Present

• Office 365 Administrator.

• Active Directory users and groups management for 300 employees.

• Blocking SPAM Emails.

• Image and setup Dell Laptops.

• Install software packages and licenses.

• Assist other departments on special projects.

• Diagnosed hardware and software issues in application and customer's Laptops.

• Ipad/Iphone setup for Outlook email and VPN settings.

• MIFI Setup.

• Managing Printers.

• Ordering Supplies.

• Create Documentation for employee training.

• Create documentation for tracking onboarding and offboarding of employees.

• Managing Dropbox and Syncedtool.

• Processing IT Support Calls.

• Work with Vendor to upgrade and support Servers.

• Change over all systems to Windows 10.

• Re-configure and upgrade older laptops to windows 10 with memory/hard drives. IT Support Specialist

Benevis Practice Services - Marietta, GA

February 2018 to August 2019

Provide technical support for 125 dental location and users to ensure proper maintenance for work stations, printers and peripherals.

• Active Directory users and groups management.

• Respond to user incidents and database change requests in Remedy Force.

• Image Wyse terminals and Dell Desktops/Laptops.

• Triage damaged laptops and terminals.

• Assist other departments on special projects.

• Diagnosed hardware and software issues in application and customer's PC's.

• Provided first level problem resolution for all incoming calls. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems for several major product categories, operating systems or networking environments.

• Preformed in-depth technical configuration and troubleshooting assistance

• Documented problem and solution thoroughly; provided timely status of updates for resolved and newly assigned tickets.

• support day-to-day usage and troubleshooting of workstations, including desktops, laptops, printers, and desktop phones.

• accurately diagnosed, documented, and resolved hardware, software, mobile device, application, peripheral, remote

• Performed network administration; created user groups and user accounts.

• Managed, resolved and controlled high level client and customer support issues

• Troubleshooted Exchange 2010/Outlook 2010 mailbox and connectivity to solve user and server problems.

• Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using Active Directory (Computers and Users).

• Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.

• Configured and installed software for end-users' desktops, scanners, terminals, and pos equipment.

• Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting.

IT Support Specialist

Eze Software Group - Alpharetta, GA

April 2016 to November 2017

• Provide technical support for 1000+ users and ensure proper maintenance for workstations, printers and peripherals.

• Active Directory users and groups management.

• Respond to user incident requests in Manage Engine.

• Deploy new workstations with MDT, installing applications and configuring network properties and hardware.

• Assist with purchase and equipment procurement and inventory control.

• Ordering office supplies and snacks /sundries.

• Bookkeeping for office credit card.

• Assist Facility Manager for office needs and scheduling

• Key Achievements:

o Member of the Cyber Ark deployment team.

o Member of the Bromium deployment team.

Customer Service Engineer

Education Networks of America - Nashville, TN

July 1999 to October 2015

• Serve as the initial point of contact for resolution of desktop/network• related problems in a multi- state customer environment.

• Resolve issues surrounding e-mail, Internet connections, and hardware/peripherals to support client's mission critical services as well as VoIP.

• Resolve hundreds of issues monthly without requiring escalation to a higher tier.

• Prioritize user requests and resolve complex issues.

• Key Achievements:

o Member of Integral engineering team member responsible for supporting an 1,800 end-site network and more than one million clients with both Network and VoIP. o Member of team that was responsible for testing new Webmail Platform. Video Lead

Kroger CO - Nashville, TN

July 1988 to July 1999

• Managed daily operations for a regional video store.

• Hired, trained and evaluated sales associates.

• Maintained and updated inventory, client records and department financial records. Education

Bachelor's in Communcations

Austin Peay State University - Clarksville, TN

September 1993 to June 1997

Skills

• Android

• Ios

• Voip

• Wireless

• Cisco

• Dns

• Nagios

• Networking

• Remedy

• Tcp/ip

• Dhcp

• T1

• T3

• Tcp

• Telnet

• Vpn

• Wireless network

• Internet explorer

• Adsl

• Frame relay

• Active Directory

• Help Desk

• Service Desk

• Desktop Support

• MAC

• Tech Support

Links

http://www.linkedin.com/in/wilsonscottwilliams

Certifications and Licenses

CompTIA A+

June 2016 to June 2022

CompTIA A+ CE

Assessments

Basic Computer Skills: PC — Highly Proficient

August 2019

Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.

Full results: Highly Proficient

Customer Focus & Orientation — Proficient

August 2019

Responding to customer situations with sensitivity. Full results: Proficient

Technical Support — Proficient

August 2019

Applying protocols to identify errors and solutions in order to maintain system function. Full results: Proficient

Proficiency with Microsoft Office: Mail & Calendar (Mac) — Proficient August 2019

Using Microsoft Office Mail and Calendar tools to manage workload. Full results: Proficient

Proficiency with Microsoft Office: Mail & Calendar (PC) — Highly Proficient August 2019

Using Microsoft Office Mail and Calendar tools to manage workload. Full results: Highly Proficient

Written Communication — Proficient

August 2019

Measures a candidate's ability to convey written information using proper grammar rules. Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Skills

• Success working in high-volume environment

utilizing both phone & online support.

• Troubleshooting, configuring and supporting

Cisco 2600, 2800, 3600 and 7200 series routers in

an IP-based wire line and wireless network

• Troubleshooting VoIP issues, WIFI issues and

filtering issues.

• Troubleshooting, supporting and maintaining

ISDN, ADSL, Frame Relay, Point-to-Point, T1,

T3 and ATM transport mechanisms

• Administering and supporting mail server

which supplies POP3, SMTP, IMAP and

webmail accounts.

Technical Proficiencies

Platforms: Microsoft Windows 7/10, Mac OS, iOS, Android. Applicaitions: Manage Engine, Symantec, Bromium, Cyber Ark, MDT, Cisco CM, Pulse/VPN, RSA Tokens, Aerohive, Remedy, Metaswitch, Power DNS, lcinga, Nagios, WhatsUpGold, Microsoft Office Suite, Office 365 Chrome, Firefox, Internet Explorer, Opera, SecureCRT, Telnet and Ping Utilities. Hardware: HP/Dell/Lenovo Desktops, Dell Laptops, Lenovo Laptops X1/X250, Microsoft Surface3/4, Iphones, Androids, Printers, Scanners. Networking: TCP/IP, DNS, DHCP, VoIP, Wireless.

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