Customer Service It Technician

DERRICK WILLIAMS

Active Public Trust Clearance Holder

Cell: 202-***-**** Email: ****************@*****.*** SUMMARY OF QUALIFICATIONS

• Well-developed organizational and analytical skills including the ability to manage and prioritize complex, changing workloads in a challenging technical environment

• High degree of proficiency and experience in installation, testing, termination, troubleshooting and documentation associated with network cabling - CAT5e, CAT6, Copper, Fiber Optic, Coax, Risers and Tie Cables

• Excellent written, oral and interpersonal communication skills with the proven ability to establish/maintain effective work relationships with all levels of personnel both internally and externally including end-users, management, different business units, and vendors

• Demonstrated capacity to provide support in the areas of Enterprise Network Engineering, Hardware Support and configuration management

CERTIFICATIONS:

• Security+ (#COMP001021762314) CompTIA Certified CE • OSHA 30 AREAS OF EXPERTISE:

• Blueprints

• SCCM

• Fabricated Conduits

• Local Area Networks (LAN)

• Terminal Servers

• Virtualization

• Wide Area Networks (WAN)

• Windows Operating Systems

• Dameware

EXPERIENCE

QC/ Help Desk Technician T1/T2

ASD INC Alexandria, VA USPTO Sept 2021-Present

• Support end-users with application, Desktop/laptop, desk phones, printers and basic network related issues following established policies, processes and procedures

• Provide troubleshooting and support for over 200 enterprises applications, and supporting over 10,000 users

• Provide high-quality customer service that includes effectively listening and asking questions to ensure understanding of the customer’s reported problem

• Follow procedures and documents for all troubleshooting steps

• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software

• Experience using DOS commands for refreshing group policy, flushing DNS, and troubleshooting Lan and Wan connectivity problems

• Respond to client incident/problem tickets in Service Now ticket tracking system assigned by the workgroup Lead IT Technician

RAS Unlimited, Rockville, MD May 2017 – Sept 2021

• Oversee all areas of the IT structure including, but not limited to: Windows Server, Active Directory, Office 365 & Microsoft Office Suite, networking, email, Internet browsers and connections, TV’s, mobile devices, printers and related hardware/peripheral equipment

• Install, configure, troubleshoot, and maintain all information systems, software, hardware, application installs and cable management

• Simulate or recreate user IT related issues to resolve operating difficulties and documents IT resolutions

• Monitor wide range problems on all IT related issues to ensure future duplicated IT issues are prevented or resolved in a timely manner

• Provide circuit troubleshooting, maintenance, and operations as well as assess trends and find solutions when deficiencies in equipment, networks, or circuit operations are suspected

• Resolve support requests by making a correction or restoration to the network (e.g., router or switch) or the system configuration

• Accurately diagnose and repair system outages using bit error rate test sets, and Data Interviewers

• Assists in evaluating end user needs and recommend appropriate equipment and software configurations Data Center Team Lead

Direct Line, Facebook GDCC Contract, Ashburn, VA Dec 2015 – Jan 2021

• Established initial plan for various Data Center projects, including defining the time schedule, scope, risk analysis and resource estimates

• Successfully drove coordinated efforts that impacted global timelines for retrofits, decoms, and new construction

• Led and defined all local collaboration channels

• Behaved as the local escalation point for issues effecting the delivery of projects and troubleshooting as needed

• Served as the point of contact for feedback on existing and new processes deployed at the Data Centers Field Services Technician

United Airlines, Dulles International Airport, Chantilly, VA May 2010 – Dec 2015

• Performed a wide variety of evaluation, maintenance, installation, and training tasks to ensure critical systems and services were operational and computer network performance met company and user satisfaction

• Followed processes leading to successful completion of various projects to ensure smooth transition during merger of United and Continental airlines including the co-location of ticket counter positions, back offices, computers, UPS’, servers, switches, and rewiring of cables in LAN rooms

• Responsible for troubleshooting, diagnosing, debugging and repairing computer systems or malfunctioning software ensuring customers receive information in a timely fashion

• Established and maintained UPS’s, Nic cards, switches, and routers

• Accurately installed, terminated, and tested fiber optic cables, phones and computer lines to include Cat 3, Cat 5e, Cat 6, and multiple pairs

EDUCATION & CERTIFICATIONS

High School Diploma Suitland High School Suitland, MD June 1997

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