Christopher M. Williams

***** ********** **, *******, ** 77079

832-***-****

adq3nl@r.postjobfree.com

Summary of Qualification

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Field Tech and Help Desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled providing customer service and End-User Help Desk Support.

Skills and Abilities

●Excellent customer service, troubleshooting, IMAC and critical thinking skills

●Good understanding of Windows Server 2000/2003/2008/2010 MAC

●Working knowledge of Windows NT, XP, Vista, 7, 8, 10

●Good understanding of TCP/IP, DNS, DHCP

●Working knowledge of VPN and remote access

●Good understanding of VMware and virtualization

●Familiar with Servers, Switches and Routers

●Proficient in Remedy Incident Tracking System, ServiceNow, WebCT, and Blackboard Enterprise

●Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access, SharePoint, Outlook and Project)

Work Experience

OSS Technician Ernst and Young 1401 McKinney St, Suite 2100 Houston, TX 77010 12/2013 - present

● Provided on-site desktop support for clients performing hardware and software upgrades and repairs

● Performed ad hoc reporting and analysis related to inventory levels and other asset management metrics using eProvision online software

● Perform basic technical tasks, including: re-configuring machines for return to inventory; wiping drives; troubleshooting and bench-testing defective equipment to determine extent of damage; and coordinating repairs with staff and manufacturers.

Field Technician Aldridge Company 4543 Post Oak Pl Dr Suite 200, Houston, TX 77027 8/2013 - 11/2013

● Provided on-site PC hardware and software routine maintenance and upgrades for 200 companies

● Installed and maintained desktops, laptops, printers and other peripherals for 200 companies

● Consulted with Project Managers daily for equipment and software upgrades and hardware deployment

Desktop Support Analyst Gulf Coast Regional Hospital 3737 Buffalo Speedway Suite 1400, Houston, TX 77098 6/2013 – 7/2013

● Provided desktop support for clients performing PC Refresh and Windows 7 updates

● Installed and maintained operating systems, software packages, and peripherals.

● Provided end-user training in operating systems, printers, scanners and MS Office usage and basic computer

operations

POS Field Technician NCR Corporation 858 Spring St NW Atlanta, GA 30308 6/2012 – 4/2013

●Provided first line maintenance, installation and repairs on point of sale equipment and other electromechanical equipment at various major retail vendor locations within an assigned territory/region

●Completed service level agreement (SLA) requirements multi-vendor maintenance and software support

●Performed Tier II work on products and services of medium-high complexity

●Analyzed and corrected all technical problems on equipment within assigned customer accounts

Remote Help Desk Analyst NCR Corporation 858 Spring St NW Atlanta, GA 30308 1/2009 – 6/2012

●Provided remote hardware, software and network support for NCR line of products

●Used network monitoring tools to determine the health and status of devices deployed in the field

●Remote login to devices and examined log files to diagnose and resolve issues reported by customers

●Escalated incidents to the appropriate support teams and/or dispatched Field Technicians as needed

●Provided remote assistance to Field Technicians to resolve hardware, software, and network issues

●Received and documented service requests and customer information into the Remedy System

Kiosk Support Specialist The New Release (TNR) 5444 Westheimer Rd #1560, Houston, TX 77056 1/2007 – 4/2009

●Evaluated network monitoring tools to determine the health and status of devices deployed in the field

●Diagnosed and resolved issues reported through remote login accessibility

●Escalated incidents to the appropriate support teams and/or dispatched field technicians as needed

●Provided remote assistance to field technicians to resolve hardware, software, and network issues

●Received and documented service requests and customer information into SAP

IT Support Specialist Houston Community College 1300 Holman, Houston, TX 77008 1/1994 – 11/2007

●Assisted in the development of new policies and procedures to improve quality of services

●Assisted in the training and development of instructor and student in WebCT, Blackboard and other CMS

●Configured and upgraded Macintosh and Windows servers, desktops, laptops, and other portable devices

●Performed workstation moves, email setup, software updates, security patches, and configuration changes

●Installed and performed maintenance on printers, scanners and fax machines

Education

Associate in Science

Houston Community College - Central, Houston, TX

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